Customer Service Human Resources
Resume:
TIMOTHY O'NEILL
Madison, WI 53714
**********@***.***
EXPERIENCE
*/** - */** *******, Diagnostic Imaging Satellite Facilities. Lake
Forest Hospital, Lake Forest, Illinois
( Led operations of three Diagnostic Imaging clinics in Grayslake,
Gurnee and Vernon Hills, Illinois. Managed 40 staff members in
the areas of computerized tomography (CT), magnetic resonance
imaging (MRI), nuclear medicine, ultrasound, x-ray, mammography,
customer service, reception and sales/business development.
. Led the employee selection process for all newly hired and
transferred employees. Provided employees with
orientation, performance evaluation and on-going support to foster
a high performance, team orientated and
customer focused working environment. Achieved high levels of
employee satisfaction and morale.
( Led all aspects of operational and capital budget development,
variance control and financial outcomes for four cost/revenue
centers. Final combined annual gross revenues exceeded
$20,000,000.
( Exceeded net margin targets by $1,600,000 in 2004, $4,200,000 in
2005 and $4,500,000 in 2006. All departments were exceeding
2007 targets at the time of my departure/resignation.
( Successfully led staff, management and physicians in preparation
for and administration of nine separate inspections by the
Illinois Department of Radiation Safety (one annual inspection
per clinic) and one comprehensive survey by the Joint Commission
for Accreditation of Healthcare Organizations (JCAHO.)
Completed all inspections with no citations or recommendations.
( Led all aspects of equipment purchase and installation for two
digital mammography units, one digital x-ray room, one
ultrasound room and one bone densitometry unit. Delivered all
projects on-time, under budget and in accordance with clinical
quality specifications. Led planning, vendor selection and
contract negotiation for a dedicated breast core biopsy
procedure room.
( Supervised staff and led customer service initiatives to ensure
high levels of patient satisfaction. Achieved our goal for
patient satisfaction scores by exceeding the 90th percentile
score of our peer group (as measured by Press Ganey patient
satisfaction surveys) during every quarter of operation.
11/03 - 9/04 Manager, Diagnostic Imaging and Women's Services-Grayslake
Campus. Lake Forest Hospital.
( Led all ownership aspects of construction of a 135,000 square
foot hospital grade health care facility (diagnostic imaging and
women's health areas) including electrical, plumbing,
telecommunications, fire safety, environmental concerns,
interior finishes, furniture and decorations. Ensured
compliance with radiation safety standards.
( Managed installation of $7,500,000 in new medical imaging
equipment including MRI, CT, nuclear medicine, x-ray,
mammography, ultrasound and bone densitometry. Oversaw
implementation of new Picture Archival Computer Systems (PACS)
and new centralized patient scheduling system.
( Hired the facility's initial staff members (13) in each
diagnostic imaging modality and reception/support. Coordinated
training and orientation for all staff to ensure a smooth and
successful initiation of operations.
( Performed marketing and community outreach activities to inform
local residents of our services and enhance the reputation of
the new clinic within the community. These included many public
speaking engagements.
. Supervised quality control and quality improvement
activities implementing process changes which resulted in faster
report production, higher satisfaction among referring
physicians, greater regulatory compliance and improved
clinical quality.
. Exceeded all volume, financial and patient satisfaction
targets during the clinic's initial year of operation.
( At the request of senior management, assumed managerial
responsibility for two additional diagnostic imaging clinics and
accepted promotion to above position.
4/99 - 11/03 Decision Support Coordinator. Lake Forest Hospital.
( Comprehensively managed implementation of $1.3 million
healthcare decision support system. Completed system
implementation on schedule and on budget.
( Led executive and director level selection team through the
software vendor selection process.
( Led hospital contract negotiation team to successful execution
of software licensing and remote processing agreements with an
international Information Technology vendor.
( Authored capital funding request approved by the Fiscal Affairs
Committee of the Board of Directors.
( Led multi-disciplinary Decision Support Steering Committee
through decision-making processes required for successful system
implementation.
( Independently led vendor selection, contract negotiation and
project completion of a four-month project to refine cost
accounting methodologies including operationally assigned
relative value units.
( Independently recruited, hired and trained a Decision Support
Financial Analyst.
( Designed and implemented a successful training program for a
multi-disciplinary Decision Support Users' Group.
( Presented system capabilities to the Strategic Planning and
Marketing Committee of the Board of Directors.
6/98 - 4/99 Administrative Fellow. Lake Forest Hospital.
( Managed project to solicit and evaluate new insurance contracts
for foundation-wide liability exposures. Achieved annual
premium savings of $400,000.
Managed project to consolidate and renegotiate operating room service
contracts. Decreased annual expenses by $25,000.
Performed comprehensive analysis of a management services agreement to
provide Prostatron services, a new outpatient treatment for benign
prostatic hyperplasia. Presented recommendations to senior leadership.
Performed profitability analysis of multi-specialty group practice
laboratory operations. Evaluated outsourcing alternatives. Presented
recommendations to practice management.
Co-authored credentialing guidelines for Medical Staff privileges in
medical acupuncture.
Co-authored business plan to expand cardiopulmonary diagnostic services.
Assisted management and staff with preparations for and follow-up to a
Joint Commission on Accreditation of Healthcare Organizations survey.
Participated in the survey.
Authored minutes of weekly management meeting and monthly Medical Executive
Committee meeting.
5/97 - 8/97 Administrative Extern. Meriter Health System, Madison,
Wisconsin.
Conducted Medicare risk contracting feasibility analysis. Presented
findings to corporate leadership team.
Facilitated team completion of a service line evaluation for the sleep
disorders program. Presented to hospital leadership team.
Drafted policy statement to revise corporate service fee allocation
methodology.
Participated in Senior Adult Strategy Task Force meetings lending expertise
relating to insurance and financing mechanisms. Completed a competitor
analysis.
Attended senior level corporate, hospital and divisional meetings.
3/95 - 7/96 Compensation Analyst. Sun Health Corporation, Sun City,
Arizona.
Managed the corporate compensation function. Enhanced competitive
advantage by modifying salary structures and benefits programs.
Authored and implemented new and revised corporate human resource policies.
Authored a Request for Proposal and facilitated engagement of professional
consultants to educate senior administrative staff regarding compensation
philosophy and strategy development.
Interacted with all levels of the organization regarding issues relating to
compensation, accreditation, employment law, and the re-engineering of work
processes and environments.
8/94 - 3/95 Human Resources Assistant. Bryant Universal Roofing, Inc.,
Phoenix, Arizona.
Authored first employee handbook.
Interfaced with government agencies to facilitate timely payment for all
public sector projects.
Assisted with the conversion of financial accounting/human resources
information systems.
Completed projects relating to executive compensation, capital budgeting,
labor market developments and regulatory requirements.
6/93 - 8/94 Payroll and Benefits Specialist. State Historical Society
of Wisconsin, Madison, Wisconsin.
Developed and implemented formal workers' compensation claims tracking and
cost reporting system.
Performed cost accounting for a management team involved in contract
negotiations with several unions.
Assisted professional consultant with the development of a comprehensive
American with Disabilities Act compliance plan.
Informed employees about issues relating to compensation, benefits and
collective bargaining agreements.
EDUCATION
The University of Michigan, Ann Arbor, Michigan
Master of Health Services Administration
May 1998
The University of Wisconsin, Madison, Wisconsin
Bachelor of Business Administration
December 1993
HONORS/AFFILIATIONS
Chi Systems Scholarship-inaugural recipient, University of
Michigan
Dean's List four semesters, University of Wisconsin
American College of Healthcare Executives
College of Imaging Administrators
Healthcare Financial Management Association
Healthcare Information Management and Systems Society
Contact this candidate