Customer Service Manager

Tashanna Thorns

Email: *********@********.***

Address: **** ******** *****

City: Columbus

State: OH

Zip: 43230

Country: USA

Phone: 210-***-****

Skill Level: Entry

Salary Range: $60,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TASHANNA THORNS

4040 Parkcove Drive Columbus, Ohio 43230

Cell: 210-***-****

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

Solutions-driven, highly resourceful professional with a flexible record of leadership in hospital

administration, program development and patient care initiatives with achievements in process improvements

that have had an impact on effectiveness, productivity, and cost savings. Dynamic ability to build, revitalize,

and launch programs. Versatile background in health care administration, nursing, and homeland security.

Proven skills as a reliable, innovative, and decisive program manager committed to mission success. Offers

expertise in patient care, support services, patient care initiatives and service line development. Highly

professional and articulate with exceptional integrity, presentation skills, perseverance, and dedication. Skilled in:

Program & Process Analysis Process Improvements Workplace Training

Program Implementation Stakeholder Relations Briefings & Presentations

Customer Service Staffing & Scheduling Conflict Resolution

PROFESSIONAL EXPERIENCE

UNIVERSITY OF PITTSBURGH MEDICAL CENTER (UPMC) 01/2008 - 07/2009

Administrative Fellow, Presbyterian Shadyside Hospital, Pittsburgh, PA

* Managed several high profile projects within the UPMC system

* Managed a team of 1 physician, 10 nurses, and 1 infection control practitioner as the project lead on the reduction of hospital acquired urinary tract infections (UTI)

* Conducted a special study, provided in-depth reports, and developed and presented findings to hospital executives, discussing highly complex issues and best practices regarding findings on the hospital acquired infections study of reducing hospital acquired UTI

* Spearheaded a task force charged with creating a contingency plan to provide support of more than 50% of employees traveling to work via public transportation during a crisis

* Developed and created an online survey and questionnaire and a detailed study as part of the contingency plan study for alternate employee transportation

* Worked actively as the liaison with staff of other UPMC hospitals to implement UTI reduction program

* Conducted observations and analysis of the ambulatory services to include patient registration process to create registration efficiencies for hospital patients

* Created and implemented a patient safety program that reduced patients falls to include drafting and implementing a local safety policy

* Collaborated on a pilot program to centralize the admission of patients from acute care to post-acute care facilities

* Supervised and trained admissions coordinator.

* Standardized administrative policies and streamlined processes between four post-acute care facilities: Heritage Place, Seneca Place, Canterbury Place and Cranberry Place

* Participated in recruitment and retention of staff initiative

* Attended and prepared agenda and minutes for the weekly hospital executive management meetings

* Prepared notes for bi-weekly physicians recruitment meetings

USAA, San Antonio, TX 3/2004 - 12/2007

Member Service Representative

* Interacted with diverse customer base

* Assisted members in making decisions to benefit their auto and property insurance needs

* Assisted members with the claim reporting process

* Recommend services and product options to meet customer needs

* Managed services, products and billing inquiries and complaints

* Generated business through follow-up calls

* Maintained records of all customer interaction and transactions

* Provided weekly reports for management

* Achieved performance objectives in all areas continuously

FIRST CHOICE HOME HEALTH & SKYVIEW LIVING CENTER, San Antonio, TX & 2/2001 - 8/2006

STAR VIEW ADOLESCENT CENTER, Torrance, CA

Licensed Vocational Nurse

* Provided direct nursing care

* Supervised direct care staff

* Collaborated with staff on creating patient daily activity plans

* Performed 24 hour chart audits

* Interviewed patients and record medical/personal information on patient records

* Assisted in controlling patient flow, explain clinic procedures and prepared patients for exams

* Drew blood samples, tested urine, took and recorded vital signs, height and weights to assist with patient screening

* Administered prescribed medication

* Assisted with clerical task such as daily and monthly reports and patient record processing

* Assisted with vaccine and pharmacy inventory control

US ARMY, Ft. Gordon, GA 9/1998 - 4/2005

Licensed Vocational Nurse

* Served in the US Army Reserves

* Provided care to patients in an acute care setting

* Coordinated with multiple departments for the effective delivery of medical services

* Ensured accuracy through diligent record keeping and proactive attitude to issue resolution

* Demonstrated ability to adapt to unfamiliar situations while maintaining quality care delivery in line with organizational practices and regulations

* Responsible for administering medication to patients in a fast paced and high pressure environment

* Communicated with physicians and senior staff regarding patient conditions, progress and issues

* Informed patients and caregivers on procedures necessary upon discharge

EDUCATION

CAPITAL UNIVERSITY LAW SCHOOL, Columbus, OH

Starting Fall 2013

TRINITY UNIVERSITY, San Antonio, TX

Master of Science in Healthcare Administration, 12/2008, 3.2 GPA

UNIVERSITY OF TEXAS AT SAN ANTONIO, San Antonio, TX

Bachelor of Business Administration in Finance, 05/2005, 3.3 GPA

US ARMY PRACTICAL NURSE SCHOOL, Ft. Gordon, GA

Nursing Diploma-LVN, 08/2000

Contact this candidate