Customer Service Manager
Resume:
Alita Hammett
Bonham, Texas 75418
Cell: 903-***-****
E-Mail: ***************@*****.***
Professional Summary
Registered Nurse with more than 17 years of experience planning, developing
and implementation.
Areas of expertise include Emergency Room, Recovery Room, Outpatient
Setting, ICU, Nursing Management, Assistant Director to ER Director, ER/ICU
Director,
6 years as Chief Nursing Officer
Started at Northeast Medical Center in 1989 ((later on named changed to Red
River Regional Hospital). I started as a Emergency Room Clerk, This job
consisted of; answering switchboard, registration of patients, ICD coding,
preparing admission paperwork, scheduling surgery cases, strong customer
service skills, Physician involvement, recording minutes in a trauma case,
keeping patients informed of the wait time, etc.
In 1992, I then transferred as an Emergency Room technician to aide my
knowledge advancement for nursing school. This consisted of bandaging and
splinting, vital signs, discharging patients, IV's, computer entry for
labs/ x-rays, discharge teaching, routine care for the patients,
transportation of patients to other units, strong customer service skills,
involvement with EMS/Fire departments, obtaining specimens/cultures, report
to the nurses and Physicians.
Core Qualifications
. Demonstrated ability to interact effectively with senior management
. Proficient in survey readiness
. Outstanding interpersonal skills
. Strong verbal communication
. Issue resolution
. Quick learner
. Computer proficient
. Extremely organized
. Leadership abilities
. Data management
. Process implementation
. Client assessment and analysis
. Review/draft/negotiate contracts
. Risk management processes and analysis
. Contract auditing
. Scheduling Staff
. Clint/Physician relations
. Problem solver
. Budgeting cost
. Customer service
. Multi task management
. Payroll preparation for employees
. Reports to Board of Trustees and other committees
. 17 years of nursing that includes Emergency Room, Recovery Room,
Outpatient services, Nursing management, Chief Nursing Officer
. Strong clinical judgment and skills
December 1989 to April 2011
January 1987 to January 1989
EXPERIENCE
Red River Regional Hospital
Bonham, Texas
R.N. staff nurse, ED Director, Chief Nursing Officer
Successfully led key projects, which resulted in passing unannounced
surveys. Worked directly with departments, clients, families, co-workers of
ancillary departments, Physicians, upper management on daily basis.
Supported Chief Executive Officer and Chief Financial Officer with daily
operational functions. Signed Accounts payable checks in absence of CEO or
CFO. Responsible for management for all clinical areas; (emergency room,
ICU, Surgery, Quality/Risk management, Case management, Infection control,
Education, Medical/surgical, Swing bed unit, Operating room, and
Respiratory therapy.
Responsibilities included scheduling, payroll preparation, board
presentations, review of monthly operations reports/financials with CEO and
CFO, budget, staff competencies, interaction with patients, Physicians and
family members, rotation of Administrator on call, rounding on patients,
complaint/ problem resolution, meeting agenda, staff meetings, employee
evaluations/competencies, responsible for maintaining files on contract
personnel, served as main chairman during any inspection/survey for the
hospital.
Oversight of each director to assure compliance in all areas for Texas
Department of Health and Joint Accredited Hospital Organization surveys,
scheduled outside education to be brought in for the employees.
Successfully help Trauma coordinator to implement and develop program for
our hospital to become Level 4 Trauma Designated, passed first state survey
when preparation was complete, with no deficiencies.
Served on many committees;
Quality Council, Safety Committee, Medical Executive Committee, Flu
Shot Planning Committee, Joint Commission Committee, Case Management
Committee, Board of Trustees, Key Management Committee, Hiring Personnel
Committee, Peer Review Committee, Community Health Fair Planning
Committee, Medical Chart Review Committee, etc.
Working manager by covering shifts when needed. Planned effective ways to
recruit/retain employees. Bonus implementation for Nurses.
Advisor for Freshman Nursing students. Managed multi employees on a daily
basis.
2006 Employee of the Year.
Honey Grove Ambulance Service
Honey Grove, TX.
Emergency Medical Technician
This was a paid ambulance service during the weekends, and volunteers
covered after hours and on weekends. I served as a volunteer EMT on
weekends. We had to be on standby for emergency calls.
Duties: Operation of the Ambulance, response to medical/trauma calls, basic
life support measures, assessment and treatment of patients, airway
maintenance, bandaging, splinting, basic skills, state
certification was required.
Smith's Grocery
Honey Grove, Texas
Cashier, Video Department Manager
Responsible for cashier, end of day closing operations,
stocking, money order preparation, business office
duties, cashing payroll checks, and video department
manager. I continued to work here part-time while
working full time at Northeast Medical Center (Red
River Regional Hospital).
Duties: Customer Service skills, money order
preparation, paying vendors for supplies, managing the
video department, cashier, stocking, sending customers
late invoices for movie rentals, etc,
Education
1994 Grayson County College
Denison, Texas
Nursing
Associates Degree
Took pre-requisitions for the ADN program. Classes
included, Sociology, Psychology, Microbiology, Anatomy
& Physiology I & 2, Child Growth & Development, English
2, Speech, and Math for Health Sciences.
Completed Emergency Medical Technician Course and took
the second level as Emergency Medical
Technician/Intermediate.
Had to complete multiple hours of classroom, hospital
clinical, and ambulance rotations, obtained
certification. I was pursuing a Paramedic career, and
then started the Nursing program.
Completed all required classes of the ADN program.
Completed clinical rotation through Surgery,
Pediatrics, Emergency Room, Operating Room, Postpartum,
Home health, Adult Medical/Surgical, Psychiatry, and
Community Health Nursing
1988 Honey Grove High School
Honey Grove, Texas
General studies
Diploma
Participated in Cheerleading, Basketball, Agriculture,
Volleyball, Track, Year Book
Coordinator, homemaking, student council
Awards: FFA Sweetheart, class favorite several years,
Homecoming Queen,
Fall Festival Queen
Paris Junior College
1989-1990
Paris, TX.
General courses:
Medical Terminology, Office 10-key, Introduction to
computers, English, Word
Perfect,
At this time, undecided on career
Grayson County College
2000-2008
Denison, TX,
Nursing
Pursuing Bachelor's Science of
Nursing. Classes include; Statistics, College
Algebra, History 1 & 2, State and
Local Government 1 & 2, Nutrition,
Chemistry for Health Sciences,
American Literature, Technical Writing, and
Art Appreciation.
Keywords
Advanced Life Support Certification
Basic Life Support Certification
Trauma Nurse Core Curriculum Class
Comprehensive Advanced Life Support
Human resource management certification
Pediatric Advanced Life Support Certification (expired)
Trauma Outcomes Performance Improvement course
HIPPA training
Microsoft word Microsoft excel Inventory control Payroll preparation
Authenticated AP checks Participation on EOC remediation Participation on
employment rebuttal
Participate on the Quality Counsel, Medical Executive Committee, Board of
Trustees Committee, Staffing Effectiveness Committee, Peer Review
Committee, Committee for survey preparation, Disaster Planning Committee,
Participate on Regional Advisory Trauma Committee
Community Health Fairs
Involved with Fire/EMS Relations
Customer Service Training annually Experience with terminations
Policy and Procedure Implementation Counseling employees
Oral and written presentations, Statistic Gathering for reports
Attended Get Motivated Seminar; Pathway to Leadership
Internal Investigation Certificate Program
Excelling as a fist-time manager/ supervisor
Wage and Hour mistakes class- Part 1 & 2
Managing Emotions in the Workplace and Excelling Under Pressure
Received Certification in Internal Investigations; The Dos and Don't"
REFERENCES
1. Ronda Fitzwater RN
504 Lipscomb Blvd.
Bonham, TX. 75418
903-***-**** Cell
903-***-**** Office
2. Jon Raines, LVN
3. Jerry Panter, CFO
4. Sandra Lenhart, CRNA
5. Shelia Underwood
Albert Broadfoot
Bonham, TX. 75418
6. Brad Nichols, Chief
7. Kathy Nolen RN
8. Diane McNamara RN
Contact this candidate