Customer Service Medical

Denise Lee Vitzthum

***** **** ******

Hastings, MN 55033

(C) 651-***-****

(H) 651-***-****

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

Career Objective:

Experienced, passionate Human Resource Medical Laboratory Professional in

staff development, training, education, public relations and performance

improvement

Professional Skill Sets:

. Conscientious, compassionate, results-driven professional with 18

years of hospital and clinic experience

. Proven and confident team builder proficient at mentoring and

motivating staff

. Co-authored a Customer Service Model at Regina Medical Center and

trained approximately 500 employees

. Educational instruction experience in technologist training and

laboratory staff development

. Perform management and leadership responsibilities to insure and

maintain productivity while inspiring a positive, compassionate, and

customer-focused culture

. Accomplished project facilitator skilled at running complex projects

from conception through full implementation

. Poised and professional trainer and public speaker with experience in

writing, presenting, and consulting for marketing, health care,

occupational health, and human resources

. Proficiency in MS Word, PowerPoint and Exel

. Super user and trainer Meditech Lab Information System

. Proficient in Epic/Epicare electronic medical record system

Summary of Experience:

Augustana Health Care Campus

Hastings, MN 55033

Director of Marketing

May, 2012 to

November, 2012

Responsibilities:

. Brand ambassador to ensure success with all community sales activities

and PR event planning across Hastings Augustana Senior Campus

. Promote employee and community fundraising including annual, planned

and campaign giving

. Improved community public relations and advertising management using

print, radio, and introduced television media

. Managed campus Admissions department, coaching and developing direct

reports

. Researched,assessed, created and implemented change procedures to

streamline Admissions department operations

. Managed marketing and admissions department budgets

. Focus on internal Employee Engagement and Public Relations to retain

top talent within campus

Allina Health Hastings, MN 55033

Medical Lab Technician,ASCP certified January 2012 to May, 2012

Responsibilities:

. Identify, track and manage Occupational Health organization learning

needs

. Assess, schedule, and deliver lab staff training for drug screen

collection and breath alcohol testing

. Contribute to laboratory correlation studies, policy and procedure

documentation, creation and maintenance of all laboratory result

manuals

. Bench technician rotating within phlebotomy, chemistry, urinalysis,

microbiology, specimen processing, hematology and occupational health

departments

. Created inventory maintenance system for occupational health testing

. Employee Engagement team facilitator, employee engagement event

planner

Regina Medical Center Hastings, MN 55033

Lab Support Medical Laboratory Technician, ASCP certified January 2001

to January 2012

Responsibilities:

. Manage all daily laboratory results for three clinic sites

. Implement and deliver employee on-board training including monthly

new employee orientation

. Responsible for quality control and oversight of all clinic lab

personnel including initial training, motivation, remediation,

performance reviews and development for all clinic lab staff

. Authoring and contributing to laboratory correlation studies, policy

and procedure documentation, creation and maintenance of all

laboratories result manuals

. Assume full accountability for ensuring strict and ethical adherence

to industry (Joint Commission and CLIA) standards and compliance

within the hospital setting

. Bench tech experienced in Blood Bank, Hematology, Microbiology,

Chemistry, body fluid analysis, Urinalysis, phlebotomy and specimen

processing

. Certified American Heart Association BLS/CPR for Healthcare Providers

Instructor

Twin Cities Oral Maxillofacial Surgeons Hastings, MN 55033

HR Business Organizational Development Consultant June, 2010 to present

Responsibilities:

. Consulting tasks including customer service training increasing

employee satisfaction and reducing customer complaints by 25%

. Improved customer service model authored and presented to all

employees, increased employee satisfaction by 10%

. Perform site specific management coaching for organizational

performance improvement

. Created and implemented an Office Code of Conduct and Employee Drug

and Alcohol Policy manuals including OSHA compliance and HIPPA

refresher training

Globe University Woodbury, MN 55125

Adjunct Clinical Instructor April 2011

. Classroom instructor, Certified Medical Assisting Program in

Urinalysis, Hematology and Microbiology

. Developed curriculum syllabus, and classroom teaching aids including

outlines, written and proficiency tests, study guides, and

demonstration models

. Delivered instruction through classroom lecture, individual

instruction, PowerPoint, and print media

. Consultant and outside speaker to Medical Assistant department

Education:

Northwestern College St. Paul, MN 55113

Bachelor of Science - Human Resource Management

Courses Completed: Management, Business Ethics, Training and

Development, Business Communications, Employee Recruiting and Retention,

HR Strategy, Employment Law, Conflict Resolution, HR Development

St. Paul College St. Paul, MN 55102

Associate of Science - Medical Laboratory Technician

Courses Completed: Biology, Chemistry, Hematology, Blood Bank,

Urinalysis and Body Fluids, Microbiology, Medical Law and Ethics, Medical

Business Communications

Professional Certifications:

American Heart Association

. Instructor, Basic Life Support and First Aid Instructor 10 Years

U.S. Department of Transportation

. Instructor, Trainer Urine Drug Screen collections and Breath Alcohol

Testing 10 Years

Meditech Laboratory

. Trainer, Instructor and Super-user, Information Systems 1 year team

project

Professional Memberships/Volunteer Associations:

. American Society of Clinical Pathologists ASCP Member Number ID #

04084369

. American Red Cross blood donation coordinator

. American Heart Association Basic Life Support, Heartsaver CPR and

First Aid instructor # 031********

. Hastings Heart Restart Community Initiative volunteer

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