Customer Service Manager
Resume:
LISA KAY LAMBERT
***** ***** ****** ********, ** 49021
************@*****.***
HEALTHCARE BUSINESS ADMINISTRATOR
Excellence Through Service
A proven Administrator and Manager who combines a unique blend of business
and healthcare experience to manage healthcare environments with a high
degree of efficiency and professionalism. Adept at quickly and
successfully responding to ever changing environments and situations,
consistently achieving goals within critical project deadlines to ensure
the quality and accuracy of projects.
Confident, highly energized, effective and persuasive communicator with
strong interpersonal and organizational skills. Driven to achieve goals and
overcome obstacles, a welcome addition to any team. A solution provider
who consistently earns the confidence of peers and other professionals
through the delivery of superior support and service.
. A top Customer Service Professional who easily establishes a rapport
with people from all aspects of the healthcare arena to include
administrators, physicians, and clinical professionals from diverse
cultural and organizational backgrounds. Employs careful attention to
detail based on practical experience and strong customer relationship
knowledge.
CORE COMPETENCIES
Organizational Improvement . Process Improvement . Customer Service . Cost
Reduction . Recruiting
Training . Budget Management . Quality Assurance . JACHO Standards
Compliance
Staff Development . Needs Identification . Problem Solving . Profit and
Loss
Fiscal Reporting . EBITDA . Medical Equipment
PROFESSIONAL EXPERIENCE
American Endoscopy Services, Incorporated
2000-Present
Operations Manager II 2005-Present
Oversee 15 technicians in multiple hospital sites as well as operations for
contracted support services, equipment, personnel, and medical devices.
Evaluate operational effectiveness though analysis of all job site
activities and other measurable criteria. Set standard for associates in
putting the customer first and maintaining professionalism.
. Manage all support services for medical devices, including working
with sales representatives, and providing conversion assistance in
GYN, general, urological, cardiovascular, bariatrics, and da Vinci
robotics.
. Prepare Profit and Loss statements and fiscal reporting, and drive
solutions that enables the territory to deliver Earnings Before
Interest, Taxes, Depreciation, and Amortization (EBITDA) goals.
. Lead personnel development operations, including interviewing, hiring,
training, disciplinary actions, and performance appraisals.
. Provide inventory management functions, including ordering, repair,
and maintenance of equipment.
. Serve as Liaison between medical device representatives, physicians,
and hospital administration.
. Develop and implement organizational plans, policies, and goals that
further strategic goals.
Lisa Kay Lambert
Page 2
American Endoscopy Services, Incorporated continued
. Develop and monitor operational budgets in cooperation with Chief
Operating Officer.
. Instrumental in preparing and presenting new business proposals.
Market Manager 2003-2005
Supervised contracted services, including equipment, medical devices, and
personnel for three hospitals, including activities of eight to ten
technicians.
. Set up, maintained, and provided trouble shooting of video equipment
for procedures.
. Served as Liaison between reps, physicians, and hospital
administration.
. Provided support and conversion assistance for medical devices.
. Assisted in preparing surgical suite for procedures.
. Ensured accurate scheduling of procedures.
On-Site Manager 2000-2003
Managed contracted services for medical facility, including activities of
three technicians. Served as Liaison between medical equipment
representatives, physicians, and hospital administration.
. Improved hospital efficiencies through well-organized set-up and break-
down of surgical suite.
. Set up, maintained, and provided troubleshooting of video equipment.
. Researched medical device vendors for cost containment strategies.
. Managed and developed personnel.
. Provided inventory management.
EDUCATION
Bachelor of Healthcare Management University of Phoenix
Associate of Science Enterprise State Jr. College Enterprise, AL
Associate of Arts Enterprise State Jr. College Enterprise, AL
CERTIFICATION
Certified Surgical Technologist Academy of Health Sciences US Army, Fort
Sam Houston San Antonio, TX
Basic Life Support (BLS/CPR) Instructor
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