Customer Service Management

Leonard L. Orenstein

**** ******** ****, **********, ** 30078

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

***-***-

7872

SUMMARY

Management professional with a proven background in administration and

management; I am an efficient, well-organized worker who accomplishes

results on time and meets or exceeds budgetary expectations. Strengths

include a proven ability to interact well with others of varying levels of

skill and cultural backgrounds, with a belief that teams can accomplish

more together than the individual can alone. Background includes:

. Facility Development Financial

Management

. Problem Solving Regulatory

Compliance

. Managing Clinical Outcomes

Acquisitions/Transitions

. Training New Facility Administrators Facility

Administration

PROFESSIONAL EXPERIENCE

. Fresenius Medical Services, Atlanta, GA 2006 - March

2013

. Fresenius Medical Services, Harrisburg, PA 2004 -

2006

. DaVita, Inc., Berwyn, PA 1994 - 2004

. Atlantic Medical Center, Atlantic City, NJ 1991 -

1994

. Jersey Shore Medical Center, Neptune, NJ 1989 -

1991

. American Electronic Labs, Wall, NJ 1981 -

1989

CURRENT JOB FUNCTION

Operation Manager/Area Manager, 2004 - March, 2013

Had responsibility for the day to day operations and oversight for thirteen

dialysis facilities in the Conyers, GA area. Effective leadership and

management of all aspects of customer service, quality patient care and

financial management run a healthcare business. Maintain profitability

while adhering to the corporate Compliance Program, which included all

regulatory and company policy requirements.

. Managed multiple facilities with revenues in excess of 8 million

dollars successfully; achieving profit margins that met or exceeded

budgetary expectations.

. Increased profit margin from -3% to current margin of +19%.

. Increased EBIT from -$15.00 per treatment to +$55.00 per treatment

through various methods of expense control.

. Increased growth margin by 10% in an eight month period.

. Consistently surpassed expected productivity targets and achieved an

annualized staffing turnover rate of 3 - 5%, versus corporate average

of 20%.

. Implemented Quality Improvement plans to assure improvement in

clinical outcomes in conjunction with local facility managers and

medical directors.

. Developed teams to oversee and run the day-to-day operations of a

facility.

. Supervised 75 team members of varying skill levels.

RELATED JOB FUNCTION

Group Administrator/Facility Administrator, 2000 - 2004

Had responsibility for the oversight of up to three dialysis facilities

with revenues in excess of 5 million dollars full financial, operational,

regulatory and clinical outcome responsibilities.

. Consistently surpassed expected productivity targets.

. Successfully passed all local, state and federal regulatory surveys.

. Implemented Quality Improvement plans to assure improvement in

clinical outcomes in conjunction with local facility managers and

medical directors.

. Trained new Facility Administrators in the operation and running of a

dialysis facility.

. Conducted training classes and seminars on various topics related to

technical and management aspects of facility operations.

. Supervised 15 team members of varying skill levels.

Biomedical Quality Management Coordinator, 1994 - 2000

Responsible to provided supervision, both direct and indirect, to all

technical services through facility assessment and communication to

Regional Technical Administrators, Area Technical Managers, Area

Administrators, Biomedical Technicians and Facility Administrators. Ensure

strict compliance with DaVita policies and procedures as well as Federal

and State requirements, Reported findings of biomedical technicians' audits

directly to the Quality Management VP to. Assisted in training and problem

solving in areas related to biomedical and reuse staff/issues.

Biomedical Technician, 1989 - 1994

Repaired various types of medical equipment; specializing in dialysis

equipment. Supervised reuse technicians to ensure policies and procedures

were followed. Ensured State and Federal regulations were adhered to.

EDUCATION

. Ashford University MBA in Business Management with a

concentration in Health Care Administration

Anticipated Graduation date April, 2013

. Richard Stockton College BA in Business; Concentration in

Business Management and Quantitative Business

. Ocean County College AAS in Electronic Engineering Technology

MILITARY EXPERIENCE

. US Navy, Kingsville, TX 1976 - 1980

OUTSIDE INTERESTS

. Management Team for Gwinnett Masters Special Olympics

. Coach of various special needs teams under both local organizations

and Special Olympics

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