Customer Service Manager

S helley H i l l 602-***-**** (Cell)

**** *. ***** * * ive 623-***-**** ( Home)

Glendale, AZ 85310 **********@***.***

OBJECT IVE:

To obtain a challenging and fulfi l l ing career util izing my management and nursing skills to make a

contribution to the success of the organization and promote personal growth.

PROFESSIONAL SUMMARY:

With over 31 years of professional healthcare experience--20 years providing direct patient care as a Registered

N urse; 5 years experience in surgical pre-assessment and 6 years of surgical scheduling management.

Demonstrated exceptional critical thinking and customer service skills to ensure that surgeries were scheduled

to support patient, physician and hospital needs.

P ROFESSIONAL E XPER IE NCE:

John C. L incoln Hospital–North Mountain (Magnet Hospital) 2005 - Present

M an ager, Perioperative Centr a l Scheduling

Summa ry: Accountability for the hir ing, training, and supervising of five (5) staff for the Perioperative

Scheduling Department. Supervised staff in daily scheduling of surgical and endoscopy procedures. Actively

collaborated with physician offices to ensure continuity of patient care throughout recovery.

• Initially established the Central Scheduling Department for Surgery and Endoscopy by hir ing,

t raining, and managing staff of five (5). Successfully blended North Mountain scheduling with Deer

Valley scheduling to create a more efficient and productive Network Perioperative Scheduling

Department.

• Developed and published all policies and procedures for the department.

• Monitored and supervised the surgical and endoscopy scheduling process by reviewing schedules on a

d aily basis and addressing any scheduling issues.

• Addressed all booking conflicts for the schedulers regarding equipment, rooms, and surgeon privileges.

• Managed and evaluated performance of staff throughout the year; wrote and delivered performance

evaluations for all staff. Addressed all management /staff issues as needed.

• Updated all booking notes for procedures /surgeons in the scheduling module, OR Manager.

• Maintained frequent communication with physicians’ offices to assess satisfaction and make

scheduling improvements.

• Participated in performance improvement projects to create block booking, monthly productivity

reports, equipment conflict reports, create an e-form for scheduling, and improve case length and room

t urnover times.

S helley H i l l, Page Two

John C. L incoln Hospital – Deer Valley 2000 - 2005

Registered Nu rse, Preassessment Depa rtment

• Established the preassessment department at Deer Valley by developing the department policies and

p rocedures.

• Conducted in-person patient interviews to obtain medical history and give pre-op instructions.

• Created and developed all the new documentation required to record preassessment history and pre-op

teaching / i nstructions for the unique surgical procedures for patients and their families.

John C. Lincoln Hospital-North Mountain 1998 - 2000

Registered Nu rse, Home Hea lth

. Conducted intake assessments.

. Developed care plans for each patient under the guidance of the case manager.

. M ade home visits to provide wound care, IV therapy, and TPN.

. P rovided education to patients’ families in order to transition patients out of home health services.

J ohn C. L incoln Hospital – North Mountain 1987 - 1998

Registered Nu rse, Outpatient Surgery - Preop/PACU

• Conducted preassessments of surgical patients including obtaining a medical history and giving pre-

op instructions.

• Prepared patients for surgery by collecting required documentation including consent forms, medical

h istory; provided patients and their families with instructions / teaching on pre- and post-op care best

p ractices; and in it iated IV’s and pre-op medications.

• Delivered excellent nursing care for patients in PACU.

• Provided discharge teaching and instructions to patients and famil ies to insure best possible outcomes

d ur ing post-surgery care.

• Initiated post-op calls to follow-up with patient progress, answer questions, troubleshoot any problems,

a nd refer patients back to surgeon as complications were identified.

• Assisted with the development and implementation of the first electronic outpatient pre-op /PACU

documentation at the hospital.

• Assisted with the continuous development and updating of discharge instruction materials for patients

a nd their families to deliver best practices post-op.

• Actively volunteered to precept all new nursing hires to the department for orientation and skil ls

assessment.

EDUCAT IO N

Associate Degree Nursing, Kirkwood Community College,

Cedar Rapids, Iowa

Graduated H igh Honors

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