Customer Service Training

Madhuri L. Chavan RN, MSN

**** ********* *****

Silver Spring, Maryland 20904

Cell 1-240-***-****

abmsdr@r.postjobfree.com

abmsdr@r.postjobfree.com

Work Experience

*/*/**- ******* *****rate Director, Dimensions HealthCare

. Coordinate training and inservices for four

entities within Dimensions HealthCare- Prince

Georges Hospital

Laurel Hospital, Glenridge Surgery Center,

Bowie Outpatient Center, and Spellman Long

Term Care Facility

. Develop and maintain departmental budget

. Supervise budget related needs from other

departmental requirements and supplies.

. Collaborate with all Leadership to develop

orientation and educational needs

. Participate in Magnet and shared governance

activities

. Support development of institutional specific plan

. Collaborate with Human Resources and Patient

Relations to

develop Customer Service Training for the

institution

. Coordinate Nursing Leadership development programs

sponsored by accreditation and certification

agencies

. Participated in JCAHO and State surveys and

prepared department for surveys

. Developed Departmental Performance Improvement

Initiatives

. Developed Departmental and Institutional policies

as required

. Developed and oversee of HSCRC grants; supported

the development of application of several internal

and external grants.

2004. - 2006 Director, Clinical Education

Anne Arundel Medical Center, Annapolis Maryland

. Organized and coordinate all inservices,

seminars orientation, and training for 2000+

Clinical Employees

. Supervised centralized education department and

all Clinical Nurse Specialist

. Collaborated with clinical directors to oversee

role of unit based Clinical Educators

. Developed department budget

. Chairman Competency Task Force

. Coordinated Chart Audit Teams

. Magnet Coordinator

. Grant Coordinator- Health Services Cost Review

Commission

. Member and Training Coordinator of

Institutional Policy and procedure Committee

. Advisor - Clinical Education Council

. Member of three Shared Governance Council Teams

. Coordinator of Interdisciplinary Rapid Response

team for JCAHO

2002- 2004 Director, Department of Nursing

Education/Educational Development, Holy Cross

Hospital, Silver Spring, Maryland

. Conducted focus groups with clinical and non-

clinical managers to address institutional needs

. Supported initiatives for performance improvement

. Assisted with development of clinical ladders

. Wrote grants and proposals for education and

professional growth

. Developed a on-site masters program for nursing

staff from a local area accredited institution

. Participated in coaching and developing

initiatives for management

. Supported institution wide initiatives for Magnet

application process

. Developed and supervise all JCAHO related

education efforts

. Ensured compliance with mandatory and clinical

education activities for 2800+ clinical and non-

clinical employees

. Developed and coordinate training for 180+ current

and new

clinical and non-clinical management staff

. Internal consultant for Patient Safety and

Sentinel Event Occurrences

. Supported hospital wide performance improvement

plans

. Participated in patient and staff education

related to medication errors and other safety

related topics

. Coordinated educational efforts for HIPAA

compliance and provide training for 2,800

employees and volunteers

. Supported development of a hospital wide clinical

ladder program called 'Exceptional Contributions

and Benefits' for clinical and non-clinical staff

. Marketed educational programs through catalogs,

flyers and the Intranet

. Managed budgetary and financial needs of the

Nursing Education Department

. Coordinated Life-support programs for the

institution-

. BLS, ACLS, and PALS

. Provider of contact hours for Maryland Nurses

Association

2001- 2002 Regional Director, Elder Care Program

Kaiser Permanente, Rockville, Maryland

. Developed region wide initiatives for Eldercare

Care Management Program

. Developed Clinical Practice guidelines for the 65+

population

. Implemented a registry/database for the 65+

population

. Coordinated provider and member education

. Editor of Senior Outlook magazine for members

2001. Adjunct Faculty

Columbia Union College, Takoma Park, Maryland

. Served as adjunct faculty for the Adult Evening RN-

BSN Program

. Taught courses in critical care and management

related topics

. Coordinated student clinical rotations

. Developed a computer based training program for

critical care topics.

1990-2001 Regional Director, Center for

Organizational Learning

Washington Adventist Hospital, Takoma Park, Maryland

. Participated in Joint Commission Surveys and

implemented recommendations

. Developed curriculum and assisted with

implementation of

training for all clinical and non-clinical

employees

. Developed Policy and Procedures for The Center For

Organizational Learning related to education and

training

. Participated in American Nursing Association

Accreditation process for contact hours

. Implemented E-Learning Programs relating to JCAHO

and hospital related mandatory education

requirements

. Assisted with employee performance evaluations

. Responsible for budget development and financial

management of departmental invoices and expenses

Regional Multimedia Education Specialist

Washington Adventist Hospital Takoma Park, Maryland

Shady Grove Adventist Hospital Rockville, Maryland

. Developed/customized computer based training

program for

JCAHO and hospital based regulatory mandatories

. Coordinated Videoconferencing and Teleconferences

activities

. Developed and coordinated Multimedia Courses

. Provided unit/department based in services and

training for Quality Improvement activities

Critical Care and Medical Surgical Nurse Educator

Washington Adventist Hospital Takoma Park,

Maryland

. Taught/Coordinated continuing educational programs

and internships for all nursing staff

Clinical Educator/Staff Nurse

Washington Adventist Hospital Takoma Park, Maryland

. Staff and charge nurse on Telemetry Step down unit

. Coordinated all unit based education activities

. Unit representative for Quality Improvement

1986-1989 Manager Telemetry/Step Down Critical Care Unit

Leland Memorial Hospital, Riverdale, Maryland

. Staff Nurse and Charge nurse for 30 bed Step down

Telemetry Unit. Responsible for all patients care

activities and charge nurse responsibilities

Staff Nurse

Leland Memorial Hospital Riverdale, Maryland

. Staff Nurse Emergency Department

Education

May 1993 The Catholic University Of America, Washington D.C.

Masters of Science in Nursing

Focus: Cardiovascular Nursing & Education

Member of Sigma Theta Tau -International Honor

Society of Nursing

Class President for Cardiovascular Nursing Program

May 1986 Columbia Union College, Takoma Park, Maryland

Bachelor of Science in Nursing.

Professional Memberships:

. American Nurses Association

. American Heart Association

. Sigma Theta Tau

. Catholic University Alumni Association

. Columbia Union College Alumni Association

Professional Presentations/Lectures

1989-2004

Competency training for managers and staff

Management Training and Curriculum development

Quality Improvement topics

Charge Nurse Workshop

Preceptor Course

Chemotherapy Course

Charting/Documentation

Medical Terminology Course

Code Management

Performance Appraisal training for all management staff

Clinical Ladder and documentation training for all management staff

Critical Care and Medical Surgical related topics

Exceptional Contributions Program

Basic Life Support Instructor Courses

Research:

1993 Cardiovascular Disease in the Hispanic Multicultural

Population - Research Proposal

Master's Thesis.

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