Customer Service Medical

GAVIN LATNEY

**** ********* ** #*****, **********, VA 22310 * 757-***-****

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

DIRECTOR OF OPERATIONS

Senior executive leader with a proven track record in operations management of emergency services, orthopedics services, diagnostic services, ancillary, and support services, facilities planning as well as a strong management background in health information system and physician relations. Most recent experiences include ambulatory management, business development, and contract negotiation. Managerial strengths include oral, written communication, organizational development, and process improvement utilizing Lean Sigma, financial management and emergency preparedness/recovery, and customer service.

AREAS OF EXPERTISE

Unionized Workforce ● Physician Relations● Team Building ● Technology Integration

Ambulatory Service ● Staffing & Development ● Process Improvement ● Disaster Preparation

Contract Negotiation ● Financial Management● Business Development ● Healthcare Operation

Grant Administration ● Customer Satisfaction ● Productivity & Performance Management

PROFESSIONAL EXPERIENCE

Emergency Care Instructor

Emergency Care and Safety Institute

May, 2016 January 2017

Certified CPR and Emergency Care Instructor, National contractor and training provider of Emergency Care and Safety Institute with medical partners AAOS and ACEP

Contract consultant performing duties in manner accordance with the science, curriculum, policies and procedures of Emergency Training Resources

Conduct annual certification courses, meeting national, state, and local regulatory requirements for CPR, AED, first aid, bloodborne & airborne pathogens, sport first aid and injury prevention, wilderness first aid, ACLS, emergency preparedness, and OSHA safety.

Healthcare Consultant

SMILES PRODUCTIONS EMERGING CRITICAL SOLUTIONS

March, 2016

Business Development Consultant for Thrasys - Aide in developing and creating marketing strategy, client development and business operations

Responsible for making first contact with new clients and establishing the outline of each new project

Attend and participate in trade shows, conferences and other business engagements and follow through timely on leads

Provide expertise to collect and develop data researching initiatives for population health and health disparities to ethnical and high risk population

Understanding of Medicare based payments to aide clinicians to improve clinical practices, improve data collections and quality of care

Facility management and environmental care preparation utilizing facility improvement business continuity through employee engagement, data analysis and facilities enhancement process

The liaison between the risk and physicality of the building infrastructure and its organization workforce and the community

. Brightseat Medical Center, Temple Hills, MD

Consultant Practice Manager, February 2017 –April 2017

Managed and monitors all command center employees and their work results by coaching and/or disciplining employees; scheduling and facilitating daily and monthly team meetings; hearing and resolving employee grievances; counseling employees

Responsible for maintaining staff job results by counseling and disciplining employees; planning, monitoring, and appraising job results

Assisted in formulating, revising, implementing, and evaluating administrative policies, procedures, goals and objectives, both short and long range.

ARAMARK, Alexandria, VA

Certified Food Service Manager, December 2014-August 2015

Dietitian Technician

Prepared and cook food for medical and high risk customer

Managed daily customer operations

Responsible for inspecting the quality, presentation and quantity of food servicing

Manage outside and inside food inventory

Responsible for cleaning and proper closing of the kitchen

Train new staff in food safety and food service operations

IMAGE WORLD, Rockville, MD

Account Executive, June 2014-November 2014

Assisted in the soliciting and sales to new and prospective business by participating in company presentations and meeting.

Communicated with company CEO and CIO to collaboratively resolve any customer issues or opportunities. Visit customer locations and meets with customer to address Electronic Medical Records (EMR) issues and any delivery difficulties.

Evaluated and ensures the appropriate use and updating of company EMR software systems with customer.

Aided in the shredding of documentations

INOVA ALEXANDRIA HOSPITAL, Alexandria, VA

Administrative Director, Nov 2010-April 2014

Inova Health System is Northern Virginia’s leading not-for-profit healthcare provider. Inova is a nationally recognized comprehensive network of hospitals, outpatient services, assisted and long-term care facilities and healthcare centers located throughout northern Virginia. Inova Alexandria is a 318 bed not-for-profit tertiary care facility with operating budget of over $192.8 million in net Revenue Managing over 40 FTEs.

Responsible for all facility-based contracting and daily operations of the following departments:

Environmental Services

Safety & Security

Deceased Affairs

Design & Construction

Emergency Management

Accomplishment:

Improved patient care on the nursing unit and decreased wasted time and paperwork by redesigning transportation of decease patient to morgue, by implementing the A-3 Lean process

Directed, engaged and managed the fiscal responsibility of the Hospital Security, Transportation, Construction, Guest Services and Safety Department

Improved guest relations with a Visitor Management System and upgrading valet services

Developed customer relations program

Developed a system wide Environmental Care Facility Rounding form for TJC

Successfully represented the hospital during the consideration of the No Parking Sign relocation at the City of Alexandria General Council Meeting

Responsible stand alone Emergency Services, Springfield Healthplex

Directly engaged with managing Inova Central Lab. Improved employee safety awareness and practice

Raised more than $80,000 for 501(c)(3) NAHSE organization

Successfully facilitated the Lab in receiving their CAP accreditation in February 2014

Experience serving in an advisory role working with federal, state, and local agencies as well as private industry on emergency preparedness and response issues.

Experience developing, delivering and managing training related to emergency response and/or emergency management.

Experienced in managing personnel requirements, policy and procedure development, coordination of resources, and training and career development

Chesapeake Regional Medical Center, Chesapeake, VA 2007-2010

Service Line Administrator of Emergency and Ambulatory Services

CRMC is 310 licensed beds not-for-profit Organization. Responsible for the planning, organization, and directing of all activities related to the clinical qualities and daily operations for emergency services and ambulatory diagnostic and surgery center including ancillary and support departments. Also responsible for an operation budget of $38M which includes 5 direct report and 198 staff employees. The Emergency Department exhibits a strong census of 68,000 visits compiled of 50 treatment rooms.

Accomplishments:

Jennings Surgery and Outpatient center developed strategic plans to improve the financial operations focusing on labor, customer service, and revenue improvement through census growth, early and pre-registration, and new program development (i.e., Women’s Oncology Center and Dentistry).

Implemented programmatic changes to increase diagnostic radiology volumes by 15%.

Directed the successful completion of a $9M renovation project 19,000 square foot emergency department project and $1M renovation Women’s and Dentistry Center.

Increased and maintained customer satisfaction scores of 92% for emergency services and customer satisfaction scores of 95% for the Jennings Center.

Improved STEMI time (door to balloon) from 140 minutes to 73 minutes as a result Chesapeake Regional Medical Center as the only accredited program in the Tidewater Area.

Fostered positive relationships with government and community leaders, medical leadership and the board of trustees.

Collaborated with the Revenue Control Committee to improve IV Infusion stop and start time which provided better coding results and increase the hospital revenue by 4%.

Revised the Emergency Medical Services Transport contract that included quality performance measurements which improved customer satisfaction, LOS and operation flow.

Regarding the Information System had the Ollie script updated and scrub to correct the subscriber name and address on the backend of OAS Gold which mean that the bills and correct addresses could be updated real time for correct billing information and charges.

Howard University Hospital, Washington, DC 2000-2007

Administrative Director of Emergency Department

A 342 licensed beds teaching hospital. Manage a $21M operating budget for 37 beds Level One Trauma Emergency Department with a census of50, 000 annual visits. Manage 2 direct reports and 70 employees consisting of Nursing, Radiology, Registration, Environmental Services, Security, Residents and Physicians.

Accomplishments:

Developed a three year strategic plan for continuous quality improvement process and operation development. Developed cost reduction strategies for billing department and specifically for the Emergency Department to capture medical charges and provided financial counselor service to potential self-paid and uninsured patients, estimated a positive cash flow of $400,000 dollars. Program reduced the hospital self-pay from 40% to 33%.

Improved emergency department turnaround time by 5% for a cost savings of $30,000 within the first year of managing the operation. Directly, responsible for improving and increasing patient satisfaction from 50% to 75%cumulated by Press and Ganey. However, employee satisfaction increased from 75% to 95% compiled by AON.

Collaborated and developed protocols and standing orders for Fast Track and triage area.

Wrote proposal that awarded a $2.0M Occupational Health contact from MEDCOR Corporation.

Wrote grant that awarded HUH $600,000 for Mass Decontamination Preparedness Project.

Equal Employment Opportunity Investigator for the University and Hospital.

Implemented the 15/15 program. In detail patient would be triage within 15 minutes of arrival by a nurse followed by a physician or physician extender 15 minutes thereafter.

Howard University Hospital, Washington, DC 1998-2000

Management Analyst

Responsibilities included providing project management and technical support in all of major operating areas of the hospital and home health. This entailed gathering user requirements for all information systems applications. Developed and supported efforts during pre and post implementation of information systems projects.

Accomplishments:

Pre and post planning, designing with successfully installations of 14 different software applications, which increased labor productivity by 30%.

Developed a Microsoft Training Program for end users improving employee job satisfaction by 80% and saving the hospital $100,000 a year.

Brookwood Medical Center, Birmingham, AL 1997-1998

Associate Director of Environmental Services

For profit hospitals with approximately 430 licensed beds. Responsibilities included the operation and managing of Environmental Services, Laundry and Security providing supervision of 60 full-time employees and 26 part-time employees. Coordinated the daily activities of housekeeping operation to ensure that the Ambulatory Care Center maintained its cleanliness, attractiveness and orderly conditions.

Accomplishments:

Reduced retention of staff turnover by implementing employee moral programs increasing labor productivity by 25%.

Reduced customer complaints by implementing an employee code of cleanliness and checkpoints for environmental procedures.

Established a linen committee, which reduced linen utilization by 10%.

Implemented bed tracking system, which improved housekeeping turnaround time by 20% for a savings of $20,000.

Grady Memorial Hospital, Atlanta, GA 1996-1997

Member Services Coordinator

Non-Profit facility with over 900 licensed beds. Reported directly to the Executive Director. Provided customer services to new members enrolled with Grady Healthcare, Inc., a start-up Medicaid Managed Care organization. Medicaid members were provided information on benefits, eligibility, enrollment based on policies.

Accomplishments:

Designed letters for newly enrolled members, and expanded benefits for new initiative.

Developed marketing plans that improved financial performance by increasing the number of completed Medicaid applications.

Norfolk Community Hospital, Norfolk, VA 1994-1996

Associate Administrator, Correctional Care

Managed an $8M Correctional Managed Care start-up operation and contracted with Norfolk City Jail.

Accomplishments:

Designed employee performance evaluation processes to incorporate criteria reflecting increased individual labor performance and productivity by 80%.

Designed and implemented computer networks to analyze data on healthcare services, chronic diseases and clinical outcomes.

Developed a par system for accurate inventory control of pharmaceuticals and medical supplies. Reduced cost savings of $200,000 by decreasing medication intake of name brand to generic brand for inmates.

Past Positions: Strategic Health Planner, Facilities Coordinator, and Administrative Resident (HCA Centennial Medical Center)

EDUCATION

Meharry Medical College, Nashville TN, MPH in Health Services Administration, 1992

Virginia Commonwealth University, Richmond VA, BS in Biology, 1985

PROFESSIONAL AFFILIATIONS AND COMMUNITY SERVICE

Affiliations: President (2005-2007) and Treasurer (2008-2011) of NAHSE, Member of American College of Healthcare Executives (ACHE), Health Administrator of Tidewater, Alpha Phi Alpha Fraternity Inc.

Community Service: Tidewater Emergency Medical Services, Chesapeake Medical Reserve Corps, Virginia Beach Economic Development, Southeastern Football Official Association, Coach Youth Basketball for YMCA

PUBLICATIONS

EMTLA Final Revisions, NAHSE Notes, Winter 2004

How to Develop an Effective Medicaid Liaison Program 1992

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