Manager Customer Service

Juiwana N. Pickett

*** *. ******** **** *******.*******@*****.*** (H) 810-***-****

Flint, MI 48507 (C) 810-***-****

Profile

Experienced health care manager with MPA and BBA degrees.

Pursuing Nursing Home Administration licensure (pending exams in Spring 2013).

Business background as member of management team complemented by the compassion of a

hands-on health care provider.

Keen ability to assess situations and identify improvements. Excellent team builder.

Strong organizational and multitasking skills developed through fast-paced, demanding positions.

Education

MADONNA UNIVERSITY • Livonia, Michigan

Certificate in Nursing Home Administration Feb. 2013

UNIVERSITY OF MICHIGAN-FLINT • Flint, Michigan

Master of Public Administration 2009

Bachelor of Business Administration – 2005

Major: Operations Management Minor: Human Resources

Employment History

STAT EMS • Flint, Michigan 2007–2012

Patient Services Director (2011–2012), Patient Services Manager (2007–2011)

Operations

• Managed operations and performance of communications/dispatch center. Interacted daily with

emergency medical dispatchers (EMD), call takers, patients, care providers, and the public.

• Trained and supervised 10–25 full and part-time emergency medical dispatchers.

• Monitored/verified schedules for ambulance service, ensuring efficient scheduling for

non-emergency calls. Anticipated demand for prescheduled services to maintain staffing levels.

Administration

• Ensured thorough and accurate documentation from service request through completion and billing.

Verified third-party payment eligibility and/or arranged with patients for prepayment.

• Reviewed all calls, including night and weekend responses, to ensure compliance with response

standards. Responded to service complaints.

• Collaborated with department heads to identify problems and devise improvement plans to enhance

company’s productivity, quality, and profitability.

• Oversaw IT infrastructure. Installed software upgrades and monitored system status.

HIGHLIGHTS

Planned and launched program on behalf of partner HealthPlus to provide transportation call center

services for 3,000–5,000 clients in 6 counties.

Improved efficiency by redesigning call taking and dispatching process including realigning staff.

Directed the installation, implementation, and training of a computer aided dispatch system.

Coordinated the launch and subsequent upgrade of earlier CAD system. Completed vendor training.

Oversaw system installation. Collaborated with vendor.

Created and updated policy & procedure, training, and standard operations guidelines/manuals for

Commission on Accreditation of Ambulance Services (CAAS) accreditation.

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Juiwana Pickett 810-***-**** *******.*******@*****.***

Employment History

(continued)

FOSTRIAN–HEARTLAND HEALTH CARE CENTER • Flushing, Michigan 2006–2007

Schedule Coordinator

• Managed staffing and scheduling of 100+ RNs, LPNs, and CNAs on three shifts.

CLARKSTON SPECIALTY CARE CENTER • Clarkston, Michigan 1999–2007

Schedule Coordinator [Management position] (2004–2006)

• Scheduled more than 100 RNs, LPNs, and CNAs (including significant number of contingent

nurses) providing long term, sub-acute and ventilator care. Developed and negotiated schedules

to cover 3 shifts while ensuring adherence to state regulations. Monitored nursing

department’s overtime budget; investigated and justified or reduced excessive use of overtime.

• Recruited, interviewed, hired and trained CNAs. Linked new CNAs with nurses and experienced

CNAs. Provided training opportunities. Evaluated staff throughout training process.

• Prepared payroll. Verified and recorded hours worked versus hours scheduled. Tracked bonuses.

President of the Mentors/Certified Nurse Assistant (2003–2007)

• Coordinated activities of unionized non-skilled staff in respective wings. Made daily work

assignments. Monitored CNAs’ performance. Resolved issues among staff.

• Acted as liaison between CNAs and management. Scheduled meetings and addressed issues of

mutual concern. Worked as CNA to facilitate understanding of CNAs’ perspective.

• Interacted with families. Informally educated families about health and disease processes.

Certified Nurse Assistant (1999–2004 & 2006–2007 [part-time/casual])

HIGHLIGHTS

Completed special assignment in Ventilator Unit to evaluate customer service and quality of care

issues. Interacted with patients and their families. Assessed procedures and recommended

improvements. Identified and capitalized on staff members’ strengths.

Positively impacted employee turnover by revising interview questions to identify stronger applicants

and improving training procedures for new hires.

Reduced employee absences by consistently enforcing company’s call-in policy.

Initiated new process for establishing daily CNA assignments, leading to more efficient work flow,

greater accountability, and improved morale.

Licensure & Certifications

Licensed Nursing Home Administrator (NHA) – National & Michigan

Emergency Medical Dispatch Manager – Association of Public Safety Communications Officials (APCO)

Emergency Medical Dispatch Recertification – APCO

Affiliation

American College of Health Care Administrators

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