Customer Service Human Resources
Resume:
ALEXANDER J. McDOUGALL
*** ******* ****** #* **** Aurora, New
York 14052
***********@***.***
Summary
Experienced healthcare manager with a proven track record of leadership in
diverse, multi-faceted environments. Skilled in operations, multi-site
management, process reengineering, change management, methods analysis,
business analysis, organizational design, and strategic planning. Team
builder and leader with the ability to clearly communicate corporate goals
and objectives to create a productive work environment. Six Sigma
Greenbelt certified with a Masters in Business Administration.
Selected Accomplishments
Kaleida Health:
. Improved net gain per case from an average loss of $97 to an average gain
of $20
Decreased average radiology report turnaround time from 17 days to less
than 8 hours
. Expanded service hours to better meet customer needs
. Responsible for recruiting, orientation, staff development,
employee/union relations and health/safety issues
University Medical Imaging:
. Managed all aspects of $12 million per year radiology practice with three
locations
. Increased net income by 33% while expanding volume by 16% through
aggressive marketing and customer service
. Performed the duties of Human Resources Generalist
Catholic Health:
. Directed all aspects of operations and customer service for a licensed
home health care company
. Reorganized office staff to facilitate more timely response to business
referrals and client needs
. Responsible for recruiting, orientation, staff development, employee
relations and health/safety issues
Great Lakes Customs Brokerage:
. Directed 24-hour operation of satellite offices in Detroit and Port
Huron, Michigan, and Alexandria Bay, Lewiston, and Buffalo, New York
. Established Human Resources department including developing recruiting
procedures, orientation, staff development, compensation, benefits,
employee relations, and health/safety issues
Experience
KALEIDA HEALTH BUFFALO, NY
2004 - April 2010
WOMEN AND CHILDREN'S HOSPITAL OF BUFFALO
Business Manager, Imaging Services (2004 - April 2010)
Managed Imaging Services operations to best serve the needs of the
hospital and the health system
Coordinated all aspects of the department to insure efficient patient flow
and customer satisfaction
. Supervised staff of 48, including physicians, nurses, technicians,
clerical staff, and supervisory personnel
. Prepared and monitored annual departmental budget
Oversaw design and implementation of department organizational structure,
job design, staffing, and quality improvement initiatives
. Managed all aspects of possible relocation of numerous outpatient
services into a new 190,000 square foot ambulatory care center
collaborating regularly with architects, builders, relocating
departments, and community stakeholders.
Operations Highlights
. Improved rapport and communication with other departments at Women and
Children's Hospital
. Improved communication with other imaging departments within the Kaleida
Health System
. Improved employee morale
. Recruited three full-time radiologists to improve service to customers
Performance Improvement Highlights
. Earned GE Greenbelt certification
. Completed Change Agent certification
. Completed Lean Process certification
ALEXANDER J. McDOUGALL
UNIVERSITY MEDICAL IMAGING, P.C. ROCHESTER, NY 2000 -
2004
Manager/Practice Administrator (2000 - 2004)
. Served as Human Resources Generalist, liaison to the Board of Directors,
and HIPAA compliance officer in addition to general management duties
Highlights
. Expanded service hours to better meet customer needs
. Improved corporate communication and employee morale
. Coordinated move from 7,000-square foot to 16,000-square foot facility
Catholic Health System West Seneca, NY 1997 -
1999
Mercy Home Care of Western New York
Metro Operations Supervisor (1999)
. Supervised a multi-disciplinary staff and directed scheduling to ensure
highest possible level of productivity
. Forecasted and administered a $4.1 million operating budget
. Developed and implemented customer service policies and procedures to
improve client satisfaction
. Participated in business expansion efforts
. Created and implemented changes, as appropriate, in all policies and
procedures
. Ensured that business activities were in compliance with all applicable
regulations
. Restructured nursing and training staff to increase productivity, improve
service, and reduce nursing downtime
Home Health Care Supervisor (1997 - 1999)
. Supervised Home Health Aides and office staff
. Directed scheduling to ensure highest possible level of productivity
. Hired, trained, and evaluated staff and managed staff development
. Served on leadership team guiding business activities
GREAT LAKES CUSTOMS BROKERAGE BUFFALO, NY
1993 - 1997
Director of Human Resources (1997)
. Completed an organizational restructuring, utilizing the team concept, to
improve customer service and eliminate the need for additional staff
Director of Customs Department (1994 - 1996)
. Developed procedures to ensure accurate submission of all daily U.S.
Customs transactions reducing client's liability for potential fines
. Supervised a staff of 40
. Generated timely billing and customer service support for all
transactions
. Administered departmental human resources and budget
. Aided in creating corporate business plan and chaired Total Quality
Management System committee
. Streamlined accounts receivable process and decreased billing time from
seven days to less than one day
. Implemented information systems to reduce transaction time, which
resulted in greater profit per transaction
Customs Representative (1993 - 1994)
. Classified shipments of goods per Harmonized Tariff Schedule of the
United States
. Responded to client concerns
Education
Six Sigma DMAIC - Greenbelt (2005)
Masters Degree in Business Administration (1998)
Canisius College, Buffalo, New York
Bachelor of Arts (1991)
Canisius College, Buffalo, New York
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