Customer Service Manager
Resume:
Glenda Howard
Email: *********@********.***
Address: *** ******* **
City: Advance
State: NC
Zip: 27006
Country: USA
Phone: 336-***-****
Skill Level: Management
Salary Range: $72,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Glenda Howard, MT ASCP
108 Highline Circle, Chesterfield SC
336-***-****(M)
*********@********.***
CAREER SUMMARY
Versatile biomedical professional; with a broad range of clinical, technical, managerial, quality improvement, and project leadership experience. Demonstrated strengths include strategic vision, initiative, adaptive response, motivational leadership, communication at all organizational levels, goal setting, and a broad range of technical expertise. Self-motivated, dedicated to proactive methodologies, and committed to continuing education and training. Achieve results by placing an emphasis on organizational vision; and by focusing on people, processes, and technology.
CAREER HISTORY
Chesterfield General Hospital Apr 2011-present Cheraw, SC
Administrative Director of Laboratory Services
I was recruited to Chesterfield to aid and direct the implementation of the LIS/EMR. By all accounts from corporate observers it was the most successful implementation to date. I was not only responsible for building the test menu but for training the end users of the LIS portion. I have also become a resource for other department leaders in CGH and sister facilities in problem solving.
* Supervised community hospital full service laboratory and Blood Bank.
* Implemented new methods and procedures including a new LIS.
* Responsible for Daily Revenue Reconciliation and Productivity
* Collaborated on interdisciplinary teams, including the Utilization Management, Safety, HMS and Carefusion implementation.
* Accountable for inspections processes of Joint Commission in the Hospital and the laboratory.
* Monitored requests for Local Medical Review Policy compliance.
* Provided for continuing education and competency requirements for laboratory medical and nursing staff.
* Conducted annual reviews for laboratory employees
* Scheduled and adapted 22 employees for 24/7/365 coverage.
* Communicated with physicians, nurses, pharmacists, vendors, patients and other customers to facilitate problem resolution.
* Marketed hospital services at community events such as Relay for Life and community health fairs.
* Spoke at career events for community colleges and high schools
* Evaluated methods, staffing, and equipment for cost effective use for the laboratory and other hospital services.
Yadkin Valley Community Hospital May 2010-Mar 2011 Yadkinville NC
General Laboratory Manager
Yadkin Valley was a brief stop on my career. As a critical access hospital it did not provide the professional challenges that I was accustomed to and it was in financial distress. I did manage to implement a POC program for the Emergency Department so that the lab did not have to be staffed at night as a cost saving measure.
* Supervised community hospital Rapid Response Lab and Transfusion Service.
* Implemented new methods and procedures.
* Problem solved and maintained files on LIS
* Collaborated on interdisciplinary teams.
* Accountable for inspections processes of Joint Commission in the Hospital and COLA for the laboratory.
* Monitored requests for Local Medical Review Policy compliance.
* Provided for continuing education and competency requirements for laboratory medical and nursing staff.
* Scheduled and adapted 9 employees for coverage on 2 shifts.
* Communicated with physicians, nurses, pharmacists, vendors, patients and other customers to facilitate problem resolution.
* Evaluated methods, staffing, and equipment for cost effective use for the laboratory and other hospital services.
Talecris Plasma Resources Jan 2008-Jan 2010
Corporate Headquarters Research Triangle Park, NC
Manager, Winston-Salem, NC Plasma Center
Under my leadership the center as one of the most successful plasma centers in the New Center Development program. During the national meeting in 2009, I was acknowledged by leadership for educating the community about the center's operations. Prior to opening the center I ran the project calls and maintained records of all activities, work and contracts to assure the center was ready for an on time opening.
* Maintained thorough familiarity and ensured compliance with state and federal regulations, U.S. Food and Drug Administration (FDA)-approved Standard Operating Procedures, Occupational Safety and Health Administration (OSHA), Clinical Laboratory Improvement Amendments (CLIA), and Current Good Manufacturing Practice (cGMP).
* Managed facility to achieve production targets and quality goals at the agreed-upon cost structure.
* Responsible for community representation with regards to all public relations and marketing campaigns to attract and retain donors.
* Managed 21-25 employees to ensure that training and quality goals are met and to implement operational changes and maximize center efficiency.
* Provided effective performance management of employees.
* Identified regulatory deficiencies and implemented immediate corrective action.
* Established and maintained the ability to perform all tasks within the center; fulfilled the role of production employees when needed.
* Investigated all unsafe situations and complaints.
* Supervised the training program
Wake Forest University, Baptist Medical Center Oct 2000 - Dec 2007
Assistant Manager, Phlebotomy/Outreach
In addition to department duties, I worked with customer service projects to seek ways to better serve customers and on several process improvement teams. I also meet regularly the Nursing Clinical Systems joint practice council to coordinate communications with different information systems at the medical center.
* Implemented new methods and procedures including bedside bar coding and SMART.
* Collaborated on interdisciplinary process improvement teams.
* Responsible for the supervision, evaluation and guidance of personnel.
* Accountable for maintaining procedure manual for CAP and JCAHO inspections.
* Provide for continuing education and competency requirements for laboratory staff.
* Schedule and coordinate 50 employees (phlebotomists, Medical Technologists, and couriers) to maintain complete 24/7/365 coverage in multiple locations, including the hospital inpatient/outpatient areas, remote laboratories, and outreach customers.
* Communicate with physicians, nurses, pharmacists, vendors, patients and other customers to facilitate problem resolution.
* Evaluate methods, staffing, and equipment for cost effective use.
* Control inventory and procurement to hold cost in line with budget.
Novant Health-Triad Region Mar 1989- Oct 2000
Held 2 positions 1989- 1997 Medical Technologist/Database Coordinator
1997- 2000 General Laboratory Manager/Chief Technologist
Details of those positions are listed below:
Davie County Hospital, NHTR
Chief Technologist/General Laboratory Manager
In addition to laboratory management, I worked on multiple projects, served as the Hospital Safety Officer and chaired the Care of the Environment and Infection Control team. Therefore, duties and projects hospital wide included annual training for mandatory OSHA and Infection Control training, coordinating for community preparedness drills, participation in community health events, billing compliance, fire and safety inspections. The greatest financial achievement there was when I arrived the Laboratory was operating at about $5,000 dollars a year in the black and in 2 years I demonstrated a budget result of a positive $80,000. And the laboratory maintained a positive balance even when the rest of the hospital struggling with contract and service changes.
* Supervised community hospital Rapid Response Lab and Blood Bank.
* Implemented new methods and procedures.
* Participated in Regional User Groups for CPSI
* Collaborated on interdisciplinary teams, including the Continuous Improvement Council.
* Chaired the Environment of Care/Infection Control Team.
* Accountable for inspections processes of Joint Commission in the Hospital and for CAP and COLA for the laboratory.
* Monitored requests for Local Medical Review Policy compliance.
* Provided for continuing education and competency requirements for laboratory medical and nursing staff.
* Conducted feedback interviews for laboratory employees
* Scheduled and adapted 9 employees for 24/7/365 coverage.
* Communicated with physicians, nurses, pharmacists, vendors, patients and other customers to facilitate problem resolution.
* Marketed hospital services at community events such as Relay for Life and community health fairs.
* Evaluated methods, staffing, and equipment for cost effective use for the laboratory and other hospital
services.
Forsyth Medical Center, NHTR
Medical Technologist/Database Coordinator
* Technical duties focused initially in Chemistry and expanded into the Core Lab operations.
* LIS Duties included maintaining interface and resulting tables in Cerner LIS
* Assisted in maintaining the information system's department database.
* Trained new employees in Chemistry for technical testing and information system use.
* Assisted pathologists during bone marrow aspirations.
* Provided customer service by telephoning test results and problem resolution.
* Performed problem solving various automated analyzers and manual procedures.
High Point Regional Hospital Aug 1984 - Mar 1989
Medical Technologist
* Technical duties focused in Hematology, Chemistry and venipuncture for inpatients, ambulatory outpatients and emergency department.
* Composed procedures for Hematology procedure manual.
* Trained new employees in Chemistry and Hematology for technical testing and information system use.
* Consulted with IS programmers
* Assisted pathologists during bone marrow aspirations.
* Provided customer service by telephoning test results and problem resolution.
* Performed problem solving a various automated analyzers and manual procedures
TECHNICAL EXPERTISE AND TRAINING
Personnel management - mentoring, training and performance evaluations
Budget development and management, with emphasis on ROI and TCO
Project Management-Certificate from Villanova University
Continuing Education-Total Quality Management, Technical Writing
Development and implementation of training programs for peers, subordinates, and end-users
Office Applications - Word, Excel, PowerPoint, Outlook, Project
CPR certified
PROFESSIONAL AFFILIATIONS
American Society for Clinical Pathology (ASCP)
Registry number MT-161573
Clinical Laboratory Manager Associate(CLMA)-Pee Dee Chapter
EDUCATION
Davie County High School (1980) Mocksville, NC
Honor Roll, Beta Club, National Honor Society
University of North Carolina, Greensboro (1984) Greensboro, NC
Bachelor of Science, Medical Technology
Dean's List, Softball team, Fencing Club
Moses H. Cone School of Medical Technology (1984) High Point, NC
Clinical training
Pfeiffer University (1999) Winston-Salem, NC
MSOM program (Leadership, Business Communication, IS Theory and Design, Marketing, Business Ethics)
Salve Regina (2005) Distance Learning
Transferred credits from Pfeiffer to pursue MSM degree (Human Resources, Business Law, and Management)
COMMUNITY ACTIVITIES
Leadership Davie - This program brings leaders from local government and industry together in educational seminars to create synergy to help the community together. We worked on a community service and fund-raising project for a new daycare and Head Start center in Mocksville.
Neighborhood Kindness Award - Pinebrook PTA (2001)
Youth Softball and other community sports (1993-2006)
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