Customer Service Manager

Vicki G. Dummett

**** **** ***** ***, *******, Ga. 30028 770-***-**** abkakd@r.postjobfree.com

A proven leader who creatively and energetically combines a

Professional RN, BSN degree with years of business experience, staff

training skills, customer service excellence, and management expertise

to achieve optimum patient/client care delivery and a progressive,

growth oriented approach in health related settings or clinics. A

manager who can assist in achieving company goals and performance

capabilities.

Professional Experience

Clinical Manager

November 2002 - March 2010 North Fulton Family Medicine, Alpharetta,

Ga.

. Management of 35+ FTE Nursing (RN/LPN), MA, Rad Tech, and Phone

Triage staff in four North Atlanta locations.

. Interview/Staff/Train all new hires for back offices. Assigned to

providers appropriately.

. Employee Performance Reviews completed. Feedback offered and goals

set in areas of opportunity for improvement and growth. Recognized

and rewarded excellence.

. Developed and implemented training programs for back office staff

including EHR training. (Allscripts Healthmatics System),

orientation training, and follow-up training programs including EHR

upgrades, medications, immunizations, needle safety, procedures and

protocols adherence, motivation, customer service, charting, and

time management applications. Created a nursing skills checklist

with training modules.

. Supervised on-floor activity to ensure each staff member practiced

in a safe manner using exceptional customer service skills and sound

clinical procedures as dictated by the policy, procedure, and

protocol manuals.

. Employee health records, OSHA and HIPAA compliance, Organized Drug

Free Workplace annual training, as well as, CPR/BLS and ACLS

certification training for all appropriate medical and nursing

staff.

. Staff scheduling for weekday and Saturday clinics. Responsible for

complete coverage of nursing personnel at all times.

. Supplies management utilizing bidding processes among vendors,

ordering back office supplies, vaccines, injectables, and inventory

control while maintaining budgetary goals.

. Patient advocate. Personally addressed and resolved patient

concerns/complaints in a professional, ethical, and timely manner.

(Often received personal thank you notes.) Improvement in customer

service was a top priority in all offices during my tenure.

. Regulatory compliance measures supported for on-site credentialing

visits, Hedis and MRA audits. Provided continuing education for

staff to assure these guidelines were being met and exceeded.

. Quality Initiative Oversight. Successfully launched QCPI

initiatives resulting in substantial monetary rewards of

approximately $90K in 2009. (Metrics oversight to provide ongoing

training for all back office staff to help maintain and improve on

these quality initiatives.)

. Supervised telephone triage, patient callbacks, Healthmatics Access

(pt. internet access), refill calls protocol, and pharmacy refill

calls ranging between 350-450 contacts per day by nursing staff

under my direction. Dramatically improved call back timeliness.

. Growth and production oriented. Responsible for back office start-

up of two new office locations.

. A team player who had an integral role in growing the company from

two locations and approximately 160-180 patient visits daily to four

locations seeing over 400 patients daily.

. Patient and Staff education

Director/CEO/Franchise Owner VARB Enterprises, Inc.

August 1983 - November 2002 dba Nutri System Weight Loss Medical

Centers &

Winning Results Spa

. Overall responsibility for business operations including sales,

budget development and analysis, staffing and training.

. Human Resources, Payroll, Marketing (print, radio, television), and

lease build outs.

. Expanded business as CEO from one initial center to eight locations

in three states.

. Customer Service was a top priority.

. Nutrition / Behavioral Counseling.

. Spa-type treatments including Microdermabrasion, aesthetic cellulite

massage, and aesthetic facials.

Staff Development (Nursing)

August 1981 - August 1983 South Dakota Human Services Center, Yankton,

SD

. Training and staff development for all nursing personnel (RN's &

LPN's)

. Developed and taught Physical Assessment class, Motivational

programs, CPR Instructor

Nursing Instructor

University of South Dakota - College of Nursing, Vermillion, SD

. Instructor and clinical supervisor in both Psychiatric Nursing and

OB/GYN

. Summertime instruction in Psychiatric setting for various LPN

vocational schools.

Staff Nurse Tech - Staff RN

The United Hospital, Grand Forks, ND

. Postpartum w/ floating to Med - Surg floors and Labor & Delivery as

a Nurse -Tech

. Charge RN night shift Labor & Delivery upon obtaining my BSN

Education

. University of North Dakota, Grand Forks, North Dakota

. BSN degree - Registered Professional Nurse - Graduated with Cum

Laude honors

Certifications

. ACLS, BLS, OSHA annual training certificates. Licensed RN in

Georgia.

. Consistently update my knowledge base via CEU programs and health

seminars.

Awards/Activities

. Volunteer with Cumming Boy Scouts of America camp exams 2010.

. Recognized as Manager of the Year for North Fulton Family Medicine

2005, 2006.

. Coordinated Community Cancer Screening for the Georgia Cancer

Foundation 2003, 2004 at North Fulton Family Medicine/Cumming.

. Received Regional and National Sales and Customer Service awards

from Nutri/System, Inc., as well as, recognition for operating

several locations in the top five regionally for sales and revenue

generated.

. Business and Professional Woman's Young Career Woman of the Year

Award, 1984.

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