Customer Service Manager
Resume:
Mary Elizabeth Berry-Taylor, RN, MSN, CNS
Beaumont, TX 77706
409-***-**** Home
228-***-**** Cell
abnjz5@r.postjobfree.com
Position: Nurse Manager Houston VA Medical Center
Beaumont Primary Care Clinic
Presently employed in the Primary Care division of the VA system. Manages
the nursing staff which includes Registered Nurses, Licensed Vocational
Nurses and Health Technicians. Responsible for all quality and clinical
indicators for patient care. Also accountable for customer service, budget,
maintaining the appropriate staff for tours of duty. Tasked with team
building of staff and the collaboration of primary care with other disciplines
to deliver care to our nations’ veterans. Skilled in the use of CPRS, clinical
reminders and Primary Care patient flow.
Position: Director of Nursing George Regional Health System
Formally worked as Director of Nursing for 55 bed hospital system, which
Includes the overall directing of nursing care. The hospital system is full
Service with ancillary support staff operation 24/7. 500 plus employees.
Responsible for compliance, budgetary, customer service, quality measures
and administrative leadership.
Position: Stroke Center Nurse Medical One Staffing
Worked an eight week staff interim contract for the University Medical
Center in Jackson, MS. Development of new stroke step down unit as a part
of the new Stroke Center Program under the neuroscience department.
Position: Director of Emergency Services
Employed with CHRISTUS Hospital system as Director of
Emergency/Trauma services (461 bed not-for-profit organization)
Responsible for 38 bed Emergency Department - Level 1 with Level III
Trauma Center)
Responsible for 4 bed Accredited Chest Pain Center
Responsible for 24 hour communication and Transfer Center
Responsible for Critical Care Response Team and PICC Team
Skilled and Effective Communicator with ability to motivate staff in
improving communication with patients, peers and other interdisciplinary
groups
Chairman of Joint Commission NPSQ #15A – Suicide Risk
Redesigned and reorganized Emergency flow process (CHRISTUS) for more
efficient patient flow, reduce wait times, and improvement in customer
satisfaction
Uses Evidence Based Practices, Best Practices, Benchmarking Data and
Research as a tool for reorganization, redesign and redevelopment of
processes
Reorganized management structure for teambuilding effectiveness.
Reorganized staffing role responsibilities for teambuilding effectiveness.
Monitor and oversee Quality and Core Measures indicators
Responsible for 110 Full Time Employees (FTE’s) – 3 Manager structure
24/7 call for all administrative functions and staffing
Maintains medical, miscellaneous, staffing and Capital budgets for 4 cost
centers
Manages daily projects, productivity, customer service, quality and
leadership for direct reports.
Monitor Performance Improvement projects (which includes: Acute
Myocardial Infarction To the Catheterization Lab, Trauma Registry data,
Pain, Core Measures, National Patient Safety Goals and other Regulatory
and JCAHO standards)
Implemented “Thank You” process for Emergency Staff to enhance
customer service process improvement, by providing patients with printed
information with care providers’ name.
Active in Nursing Director Counsel, Quality Counsel, Staffing Effectiveness
and Customer Service Steering Committee
Encouraged problem solving and creativity among staff to build autonomy,
leadership, recognition and appreciate of peers.
Trained and retrained technical staff to improve nursing support.
Redesigned staffing matrix for a more efficient care process by staggering
staffing related to ED visit volume
Demonstrated ability in process improvement related to staffing, customer
service, finance, and Emergency flow.
Direct involvement and responsible for clinical competence of total staff
Clinically competent
Interview, evaluates, mentors and nurture clinical and technical staff
Demonstrated ability of problem solving and mediation
Works closely with and maintains a positive, professional and nurturing
relationships with staff and physicians
Memorial Hospital
Involved in the development and growth of the 7 bed Chest Pain Center and
Trauma Program
Developed process for positive customer service outcomes
Created flexible scheduling to meet the demands of the emergency
department and to accommodate high performing staff
Demonstrated skilled and effective communicator
Maintains creative staffing and hiring practices to decrease turnover and
vacancy rate to 0% over a period of 1 year
Instrumental and skilled in hiring experienced professionals to eliminate
agency use in unit (maintained for 3 years)
Spokesperson and Expert Speaker for Cardiac Health topics
Developed tool and managed research project for “The Assessment of
Teaching in Patients Discharged from the Intermediate Care Unit at
Memorial Hospital”
Researched and Developed Heart Failure Clinic (hospital based)
Compared data and benchmarks nursing and physician practices against
peer organizations
Developed, organized and facilitated the “Heart to Heart” Program (a
community forum for cardiac health)
Academic Background: B.S. Biology/Chemistry – Rust College, 1978
A.D. Nursing – MS Gulf Coast Jr. College, 1983
M.S. Nursing – University of South Alabama, 1992
Clinical Nurse Specialist – University of South
Alabama, 1995
Professional Education:
Numerous contact hours form workshops presented and attended during career at
Memorial Hospital and other institutions. Maintain a Master of Science in Adult Health
Nursing with a clinical specialty in cardiac health. The emphasis of this degree is on
Adult Education.
Professional Experience:
August 2008 – present George Regional Health System
Director of Nursing: Responsibilities include 24/7 obligation for 55 bed acute hospital
within a system. Four Direct reports as unit supervisors and 500 plus employees in all of
system. Major charge to hardwire excellence in customer service and maintain
compliance with quality and regulatory bodies.
June 2008 – August 2008 University Medical Center
Eight week contract to develop acute stroke unit. Responsible for patient care and the
development of standards for compliance in conjunction with the National Institute of
Health.
July 2006 – May 2008 CHRISTUS Hospital – St. Elizabeth
Director of Emergency/Trauma Services: Responsibilities include 38 bed Emergency
Department plus 15 bed Minor Care. Total visits 70,000 per year. Four cost centers with
3 managers. Major charge to develop process improvement for patient flow, core
measures, customer satisfaction, associate satisfaction. Maintain financial and budgetary
duties, mentoring of management and nursing staff, Quality indicators, expert resource on
EMTALA and other regulatory bodies.
August 2004 – August 2005 Armed Forces Retirement Home
Staff Nurse on a prn basis for Long Term Care Home within the Armed Forces
Retirement Home. Service discontinued after loosing facility in Hurricane Katrina.
August 2001 – July 2006 Memorial Hospital
Manager of Chest Pain/Trauma ED – Trauma Program Manager: Responsibilities
include managing a 43 bed department with two cost centers, administrative and
budgetary duties, leadership, Performance Improvement, Customer Service advocate,
mentor, educator, staffing and other managerial task.
January 2000 – August 2001 Memorial Hospital
Supervisor of Community and Corporate Relations. Responsibilities include overseeing
all community and corporate programs which included Workcare (The Occupational
Health Program of Memorial).
November 1999 – January 2000 VA Gulf Coast Veterans Hospital
Head Nurse for Acute Inpatient Unit. Responsible for hiring and developing staff to
work in a combined unit setting. Worked along with Clinical Nurse Specialist and
Department medical director and clinical director.
May 1998 – December 1999 Memorial Hospital
Wellness Clinical Nurse Specialist responsibilities includes working with corporate
businesses to provide fitness assessments, health risk appraisals, smoke cessation classes,
healthy eating classes, educational seminars, CPR, First Aid, Immunizations and
Executive Physicals. Also, responsible for setting up health fairs and screens for
workCare clients as well as other businesses.
September 88- May 1998 Memorial Hospital
Staff nurse and Lead RN for the Intermediate Care Unit of Memorial Hospital. In 1992,
Clinical Specialist responsibilities included: Education of staff members, patient/family
education, instruction to staff for patient/ family education (formal and informal), follow-
up of patients at home after discharge, facilitating cardiac support group, speaking in the
community on heart-related topics and wellness, and maintaining clinical competencies
of professional and technical staff for the 41 bed Intermediate Care Unit
June 1985 to August 1988 Gulf Coast Medical Center
Staff/Charge nurse for a medical/geriatric/pediatric 32-bed unit. Responsibilities
included the primary care of patients.
June 1984 to June 1985 Memorial Hospital
Staff/Charge nurse of medical/geriatric 20-bed unit. Responsibilities included the
primary care of medical/geriatric patients.
Professional Affiliations:
Mississippi Nurses Association
Emergency Nurses Association
Certifications:
Certified Advanced Cardiac Life Support – Provider
Certified Basic Cardiopulmonary Resuscitation – Instructor
Certified Pediatric Advanced Life Support – Provider
Certified Emergency Nurse Pediatric Course – Provider
Certified Trauma Nurse Core Course - Provider
Honorary/ Service Organization:
Zeta Phi Beta Sorority – Beta Xi Zeta Chapter
Community Affiliations:
Member of Memorial Hospital Speakers Bureau
Vice President of Wholly Living Medical Professionals
Religious Affiliations:
Member: St. Paul United Methodist Church - Biloxi
Director of Music
United Methodist Women
Lay Leadership Team
References:
Belinda Alexander, MD
2574 Old Bay Road
Biloxi, MS 39531
Mary Eagen, RN MS
CHRISTUS Hospital System
Regional Chief Nursing Officer
2830 Calder Street
Beaumont, TX 77702
Christine Weiland, RN MSN
Director of Emergency and Minor Care Services
4500 13th Street
Gulfport, MS 39501
Ronald Charles, MD
The Schumacher Group
Regional Medical Director for SETX and Gulf Coast
11111 Wilcrest Green, Ste. 210
Houston TX 77042
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