Customer Service Manager
Resume:
Ross Sanchez
********@************.***
***********@***.***
SUMMARY
Excellent analytical skills, good communicator, manager, trainer with
extensive experience in Epic Preference Card Builder O.R. Op-Time.
Successful assist in the build, and implementation Epic Op-Time. System
Administrator for Health Care Computer Program (ANSOS). IT Certified in
A+, MCP (Microsoft Certified Professional). Accomplished team builder and
problem solver with strong organizational skills. Fluent in English.
PROFESSIONAL EXPERIENCE
Sutter Tracy Community Hospital 1420 N. Tracy Blvd. Tracy Ca
2011-
Surgical Services IS Coordinator
Systems Administrator for PICIS OR Manager (Thin & Fat), Security, Medtech,
Lawson, Kronos for Surgical Services Units (OR, Recovery, Same Day, Pain
Clinic, GI, Wound Clinic).
. Process time cards Bi-weekly for Surgical Services Units
. Review Surgical Services employee's time card daily
. Review daily: Charges for procedures or health care and summit to insurer
. Help staff on any system problems
Kaiser Permanente Health-Connect, 2100 Powell St. Emeryville, Ca 2005-
2010
Business Application Coordinator II
Worked in the information technology field gathered and analyzed business
requirements and produced specification documents including training of
local staff. Responsible for Surgical Preference Card Build of the
Operating Room Op-Time in Northern California facilities.
Resolved supply and instrument issues for Northern California facilities
by leading communications and initial contacts.
. Create inquiries on operating room supplies in Kasis, Tims and
manufactures catalogs and then reword description into EPIC Op-Time
system.
. Made recommendations to avoid expense and unnecessary modifications to
the systems.
. Collaborated with the staff in surgical services and/or surgeons to
validate the accuracy, completeness, and quality of the surgical
preference cards whether entered manually and/or whether conversion
programs are used.
. Work within the implementation project plan to meet established target
dates and work independently with minimal supervision during preference
card build.
. Improved quality of card build by designing and implementing a process to
gather preference of card builders process.
Kaiser Permanente, Redwood City, Ca 2001-2003
Manager Admin. Services
Staffing and payroll manager for Kaiser Redwood City. Provided business
operational support to the facilities' inpatient care staff. Responsible
for managing the day-to-day staffing of the hospital. Hired and trained
staffers. Responsible for design and management of workforce forecasting,
schedule, coaching and career path to ensure the smooth and efficient
operations of numerous staffing projects. Including but not limited to
hiring and training of personal. Experience with budget management.
Experience and knowledge of procedures, policies, and regulations in a
specific functional area. Administrator of ANSOS, Kaiser's Health Care
Computer Program.
Ross J. Sanchez PAGE 2
Manager Admin. Services (Continued)
. Monitored successfully and conveyed project progress includes target
hours, results and deadlines improving customer satisfaction and the
moral of the staffing office.
. Increased customer satisfaction and decreased staffing errors by
implementing shift schedule program to include target areas, results and
deadlines.
. Participated in Labor/Management Partnership programs and projects to
support goals. Conducted direct response analysis to ensure that
established workloads of patient care are incompliance with the minimum
standards of state requirements.
. Participated in decision making with nursing staff management to ensure
contractual agreements are conform to.
. Process time cards Bi-weekly for inpatient care staff
U.S. Postal Service, San Jose, Ca 1981-2001
Supervisor Customer Service, Retail and Delivery
Responsible for the implementation of customer service retail window
marketing plans and training. Hired and trained both retail clerks and
delivery carriers. Responsible for design and management of workforce
forecasting, schedule, coaching and career path to ensure the smooth and
efficient operations of Postal facilities. Including but not limited to
hiring and training of Postal personal. Responsible for conducting
financial and quality control audits at postal units.
. Received Special Achievement Award, had a $5,442,557 operational goal
budget and my actual was $5,280,308. for a savings of 152,249.00
. Monitored successfully and conveyed progress includes target sales,
results and improving customer satisfaction and the moral of the retail
clerks and delivery carriers.
. Met with union officials to resolve contractual issues and avoided costly
grievances.
. Participated in labor and management partnership projects.
. Performed route inspections on targeted delivery routes, implemented
changes to route delivery and saved Postal Service monies.
EDUCATION
B.S., Business Administration, University of Phoenix (need 5 classes)
Diploma, Windows 2000 Systems Administration Program, Institution of
Business Performance
KP HealthConnect NCAL Optime Overview 7/2009
KP HealthConnect NCAL Inpatient Fundamentals 7/2009
COMPUTER SKILLS
Administrator of ANSOS, Kaiser's Health Care Computer Program.
MCP (Microsoft Certified Professional), CompTIA A+ Training - Certification
MILITARY
U.S. Army - Operating Room Technician - Honorable Discharged
U.S Air Force Reserves - Air-Vac Med Tech - Honorable Retired
Contact this candidate