Medical Customer Service

Douglas Gregory Cook, Lt Col, USAF (Ret)

The Honor Society of Phi Kappa Phi

**** * ******* ***** ******, AZ 85750

Mobile: 520-***-****

Evening Phone: 520-***-****

Email: abpazm@r.postjobfree.com

WORK EXPERIENCE

Pima Community College 9/2010 Present

Tucson, AZ

Practical Nursing Clinical Instructor

Nursing Instructor employed in the development, execution, and evaluation of training curriculum for the Nursing

Assistant and Practical Nursing programs. Provides podium lectures on a variety of nursing topics and supervises

nursing students in the classroom, laboratory, and clinical settings. Facilitates the development of nursing situational

awareness and critical thinking skills to prepare students for licensure examination and future employment as

Licensed Practical Nurses. Employs the use of patient simulators and training aids to provide students with critical

learning scenarios in a controlled laboratory environment. Plans and coordinates with outside agencies to develop

clinical learning opportunities at several local area healthcare facilities. Directly supervises nursing students in

providing direct patient care in the hospital and long-term care resident facility. Provides professional leadership

and mentorship to student nurses as they progress through program to prepare future nurses for professional

challenges. Often works with minority students and provides educational services to students from rural and

underserved areas of Arizona.

355th Medical Group 8/2009 10/2010

Davis Monthan Air Force Base, AZ US

Medical Services Flight Commander

Executive level leader. Supervised/mentored 90 medical staff members (medical providers, nurses, and support

personnel) in delivery of primary healthcare to a patient beneficiary population of 16,650 active duty/retired military

and their dependents. Lead agent for facility s transition to Medical Home Initiative. Facilitated team-led process

improvement initiates using lean six and waste reduction strategies to facilitate move of facility from disease

management to health promotion/disease prevention. Mobilized associates to adopt new business Family Health

Initiative plan and work strategies to recapture lost outpatient services and improve continuity of care for 16,500

patient beneficiaries empanelled to 13 FHI physician led teams. Reviewed and approved annual operating budget of

$750,000 and approved allocation/utilization of clinic resources. Provided leadership, oversight, and supervision of

daily clinical operations and process improvement initiatives of Ambulatory Association for Ambulatory Health Care

(AAAHC) accredited outpatient clinic to include: disease prevention, lifestyle modification initiatives, population

disease management, infectious disease prevention and control, staff member professional/personal development

initiatives, medical provider/nursing credential verification, patient advocacy, quality of care, clinical records and

health information management, and facilities and environment management. Routinely coached junior associates in

development of written/verbal communication skills and customer service strategies. Prepared organization for

military Health Services Inspection, AAAHC inspection, and military Unit Compliance Inspection. Additional duties

included: family casualty notification team member, military exercise evaluator, and natural/man-made disaster

response function member, and patient safety monitor, customer service liaison.

86th Aeromedical Evacuation Squadron 7/2006 - 8/2009

Ramstein Air Base, Rheinland Pfalz Germany

Chief Nurse Executive/Deputy Commander

Executive level manager/strategic planner at the only United States Air Force s wartime aeromedical evacuation

squadron operating out of European theater. Directed and supervised activities of 94-member organization (32 flight

nurses, 43 flight medics, and 19 support personnel). Planed, initiated, and directed daily operations and flight

activities for 320 missions to move more than 5,000 sick and wounded soldiers from Iraq, Afghanistan, and Africa,

within Europe, and from Europe to the US. Provided senior clinical oversight for the movement of all war casualties

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moved through European Theater. Led teams of critical care physicians, nurses, and flight medics into combat zones

as senior medical crew-member on 14 combat missions into Iraq and Afghanistan. Personally moved 297 sick and

combat wounded soldiers out of combat zones to definitive/advanced treatment facilities in Europe and the United

States. Established and maintained optimal standards of nursing/medical care for patients as the only Patient

Movement Safety Monitor in Europe. Planned, coordinated, and oversaw the staging operations of 40 personnel to

two geographically isolated locations on the African Continent to provide emergency medical and extraction services

for the President of the United States. Functioned as adviser to the US Air Force Surgeon General, US Air Force Chief

Nurse, and command surgeons on all aeromedical evacuation/patient movement issues in Europe. Adviser to NASA

on all aeromedical evacuation issues and staging of rescue personnel and clinical resources at the Space Shuttle's

trans-Atlantic Abortive Landing Sites in Spain and Africa and the Soyuz Capsule landing site in Kyrgyzstan. Planed

and directed assignment and training of professional and paraprofessional nursing personnel. Evaluated

performance of nursing service personnel, nursing activities, and standards of nursing care and nursing practices.

Facilitated and participated in nursing research. Led squadron to beat out 31 other aeromedical evacuation

squadrons in being named Best Aeromedical Evacuation Patient Safety Program for 2007. Led squadron through

1,340 inspection items to earn Excellent rating during 2009 Unit Compliance Inspection. Led squadron through its

first-ever Health Services Inspection with an Excellent rating.

USAF School of Aerospace Medicine 11/2002 - 7/2006

Brooks City-Base, TX US

Flight Nurse Course Director/Deputy Aeromedical Evacuation Branch Chief

Directed and supervised 7 nurses and 9 technicians in curriculum development, implementation, and evaluation for

US Air Force s only Flight Nurse Course, Aeromedical Evacuation Technician Course, and Critical Care Air

Transport Team Course. Brokered successful instructor exchange program between the United States and the United

Kingdom. Supervised development and execution of "Aeromedical Evacuation Train-the-Trainer" course for export

to Latin America. Projected, executed and tracked annual budget of $297,000 and approved utilization and oversight

of $1.9 million in medical equipment, supplies, and training assets. Functioned as Master Air Force

Instructor/curriculum developer of 21-day aeromedical evacuation course that trained up to 610 students each year

in six iterations. Served as adviser to Physician Residency in Aerospace Medicine course, and several international

aeromedical evacuation training courses. Responsible for professional/personal development of staff members.

Served as adviser to US Air Force Surgeon General, US Air Force Chief Nurse Executive, and command surgeons on

all aeromedical evacuation training issues. Served as consultant to White House Medical Staff for revision of medical

procedures and air transport tactics on-board Air Force One. Served as adviser to Department of Homeland Security

for development of the training curriculum for the Immigration and Customs Enforcement s first ever flight nurse

training program following 911. Coordinated and fielded 40-person medical response team that stood-up shelters in

San Antonio and provided direct care to the victims of Hurricane Katrina. Regularly briefed members of US

Congress, foreign and domestic distinguished visitors, the news media, and senior military members on aeromedical

evacuation training issues

49th Medical Group 6/1999 - 11/2002

Holloman Air Force Base, NM US

Specialty Clinics Element Chief

Directed and supervised 6 medical providers and 20 nursing/paraprofessional personnel in the day-to-day

operations of Women's Health, Internal Medicine, Physical Therapy, and Surgery Clinics serving patient beneficiary

population of 18,000 active duty/retired military and their dependants. Approved and managed annual budget

of$600,000. Spearheaded third-party collection effort to recover $10,000 in referral costs.

Nurse Manager, Inpatient Services/Ambulance Response Element Chief

Planned, directed, and coordinated care for a 7-bed inpatient/ambulatory procedure unit and five outpatient services

averaging 300 patient encounters per month. Coordinated clinical and administrative leadership and support for 18

admitting providers, 7 registered nurses, and 7 medical technicians. Developed and implemented operational

directives for treatment facility. Oversaw performance improvement initiatives, infection control procedures, and

staff development program. Oversaw delivery of healthcare to acutely ill and injured patients on a 24-hour/day basis

in clinic and pre-hospital setting. Supervised ambulance response calls and monitored first-responder delivery of

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care in pre-hospital setting. Negotiated resource sharing initiative with private sector ambulance service to bring 24-

hour pre-hospital paramedic services to isolated military base population

86th Aeromedical Evacuation Squadron 8/1995 - 6/1999

Ramstein Air Base, Rheinland Pfalz

Germany

Flight Nurse Instructor & Examiner/Chief, Standardization Evaluation

Ensured standardization of squadron s flight and ground operations performed by 7 Flight Examiners, Flight 20

instructors, and 60 basic aircrew members to move 12,000 patients per year within Europe, from the Middle East and

Africa to Europe, and from Europe to the United States. Directly supervised and provided professional/personal

development to 7 flight evaluators and 26 flight medics. Ensured quality control for aircrew qualification testing and

evaluation procedures. Developed aircrew examination program, created flying evaluation profiles, and conducted

periodic flight evaluations and interpreted guidance for squadron's executive staff. Provided oversight to specialized

medical equipment shop. Senior medical officer hand-picked to lead 20-person team of trauma/surgical physicians,

nurses, and medics on mission assigned to directly provide emergency medical support and extraction to the

President of the United States during his visit to the former Yugoslavia. Personally led 30 member team that planned

and executed the trans-Atlantic movement of 59 casualties from the terrorist bombings at Khobar Tower Complex in

Saudi Arabia. Led five-person medical flight crews on combat missions to evacuate US casualties from the conflict in

Bosnia-Herzegovina. Coordinated and provided oversight for the staging of aeromedical assets and personnel that

enabled 147 peacekeepers to deploy to West African for the airlift of 1,550 evacuees fleeing political turmoil in

Liberia. Personally selected to fly the acting ambassador of Liberia from Sierra Leon on an aeromedical humanitarian

mission. Oversaw allocation and utilization of $1.2 million in specialized medical equipment used in daily

operations. Managed $30,000 annual budget and tracked the movement of resources utilized across Europe, the

Middle East, and the United States. Provided oversight to military Advanced Cardiac Life Support (ACLS) programs

in Europe as ACLS Affiliate Faculty member and taught Trauma Nurse Core Curriculum Course.

EDUCATION

Northern Arizona University Major: Family Nurse Practitioner (rural nursing emphasis)

Master's Degree - 05/2012 GPA: 4.0 out of 4.0

Troy State University Major: International Management

Master's Degree - 12/2003 GPA: 3.89 out of 4.0

University of Arizona Major: Nursing

Bachelor's Degree - 5/1985 GPA 2.9 out of 4.0

JOB RELATED 2009 Certified in Lean Sigma Six

2006 - USAF Executive Skills Course

TRAINING

2002 - USAF Basic Instructor Course (Distinguished Graduate)

2001 - USAF Air Command and Staff College

1999 - USAF Nursing Service Management

1998 - USAF Nursing Service Fundamentals

1997 - USAF Squadron Officer School

1994 - USAF Flight Nurse Course (Distinguished Graduate)

AFFILIATIONS American Heart Association Affiliate Faculty

Advanced Cardiac Life Support (1986-1989 & 1992-1995)

Southeastern Arizona Emergency Medical Services Council Member

(1986-1989)

Tucson Emergency Medical Services Council Member

(1986-1989)

American Heart Association, Southern Arizona Affiliate Member

Southern AZ ACLS Task Force

(1993-1995)

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Emergency Nurses Association (1995-present) Member

Air & Surface Transport Nurses Association (2002-present) Member

Arizona Advanced Practice Nurse/Nurse Member

Practitioner Society

Golden Key International Honour Society Member

Sigma Theta Tau, International Chapter Member

Honor Society of Nursing

(2009-present)

The Honor Society of Phi Kappa Phi Member

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