Manager Customer Service

Sonya R. Duncan, MBA, R.T.(R)

*** ******** *******? Maryville, TN 37801 ? 865-***-****(c)

**********@*****.***

SUMMARY:

Healthcare Leader and Manager with 10 years experience in both

hospital and physician office settings, providing clinical and

administrative support to upper management, physicians,

employees and patients. Proven track record of increasing

revenue, employee morale, and patient satisfaction, while

decreasing operational expenses and employee turnover.

EDUCATION AND TRAINING:

2007 King College, Bristol, Tennessee

Master's in Business Administration, 3.75 overall GPA.

1999 East Tennessee State University, Johnson City, Tennessee

Bachelor's Degree, Public Health with concentration in

Healthcare Administration, 3.6 overall GPA.

1998 East Tennessee State University, Johnson City, Tennessee

Associate's Degree, Allied Health with concentration in

Radiologic Technology, 3.56 overall GPA.

PROFESSIONAL EXPERIENCE:

November 2009 - Present

Med-Peds Management, LLC

Internal Medicine Associates

Highlands Pediatrics

Practice Manager:

. Manage and provide leadership to staff comprised of 26

employees, 6 physicians and 2 offices.

. Manage day to day operations of an Internal Medicine and

Pediatric Office that perform 47,000 visits annually

. Manage all aspects of Human Resources

. Marketing Manager

. Compliance Manager

. Manage all Capital and Operational Budgets

. Manage all aspects of office; including clinical, billing,

and coding staff

. Realized $100,000 in savings within first 2 months

. Reduced employee turnover by 66%

October 2006 - April 2009

University Health Systems, Knoxville, TN.

Radiology Clinical Manager:

. Managed and provided leadership to a staff comprised of

175+ employees

. Managed day to day operations for a department that

performed over 250,000 exams annually

. Oversaw operational budgets totaling $209,000,000 in

revenue and $37,000,000 in expenses, always exceeding

revenue and coming under in expenses

* Expanded MRI services resulting in an increase of

$1,940,000 to bottom line revenue

. Realized $130,000 cost savings in 1 cost center for 2009

. Focused on Press Ganey scores, resulting in 2 modalities

reaching the 97th and 99th percentile ranking

. TJC prepared; 2008 inspection resulted in 0 RFI's for

departments that I oversaw

. Negotiated contracts with vendors for capital equipment

and supplies

. Experienced in billing and coding

January 2002 - September 2006

Wellmont Holston Valley Medical Center, Kingsport, TN.

Lead Diagnostic Technologist:

. Managed and provided leadership to a staff comprised of 40

employees

* Attended Studer Group Service Excellence Training

* Involved in the planning and opening of a new state of the

art Outpatient Center

* Decreased staffing by 15%, while exams increased, by using

national benchmarks

. Hired and trained new radiology diagnostic staff

. Managed operational budget for diagnostic radiology

. Coached staff and performed annual performance evaluations

. Scheduled staff and managed workflow covering 4 separate

areas

March 1998 - January 2002

Wellmont Holston Valley Medical Center, Kingsport, TN.

Staff Radiologic Technologist, Interim Lead Technologist:

. Performed ordered radiology exams per department protocols

. Provided excellent customer service skills

. Communicated effectively with staff, physicians, and

patients

. Managed workflow when the lead technologist was absent

January 2003 - May 2003

East Tennessee State University, Johnson City, TN.

Adjunct Faculty:

. Taught diagnostic positioning and procedures lab to

radiology students

. Ensured each student demonstrated appropriate protocols in

diagnostic imaging procedures

SKILLS:

Proficient in Microsoft Excel, Word, and Power Point, Hyperion,

Cerner, Budget Planning, Employee Scheduling, and Kronos.

Contact this candidate