Customer Service Management
Resume:
ERICA
TODMAN
Alpharetta, GA 30004
************@*******.***
Erica Todman
N/A
KEY SKILLS
Process improvement
Inventory Management
Project Management
Internal and External Audits.
GCLP
Corrective Action Plan (CAP)
OSHA CLSI, CLIA, CAP, COLA requirements.
Proficiency and validation Sampling.
Quality Control and Quality Assurance.
ISO 9000 standards
EXPERIENCE
Quality Officer DRG Laboratory
08/2014 – CURRENT
• ISO 9000 Management, Document Control, Quality Systems management.
• Develop, implement and revise procedures and follow up on the systems to ensure processes are managed.
• Customer Complaints, Root Cause Analysis, Database Management, Safety Program Management.
• Establish QC procedures and maintain QC documents.
• Coordinate and perform weekly/monthly equipment/ maintenance calibration.
• Managed implementation and compliance of Quality Management program, including record keeping and training of
department-level Quality representatives.
• Report the performance of the quality system to senior management at quarterly reviews.
• Perform internal and external data management audits.
• Investigate and evaluate non-conformance, non-compliance, client complaints/suggestions deviations and discrepancies (CAPA).
Health Information Supervisor Corizon Health
03/2010 – 05/2013
• Coordinate day-to-day operations in the medical records department.
• Answer the Government requests of any enquiries regarding sensitive and confidential information.
• Manage department financial account receivable.
• Provides excellent customer service, handling queries, complaints to ensure customer satisfaction.
• Resolves problem issues with releases of confidential medical information, and irate clients.
• Monitors workflow by effectively managing staff to meet turnaround times and project deadlines.
• Assist in EMR implementation and Go live process of medical records department.
Senior Team Lead CSI Laboratories
08/2005 – 07/2009
• Assist in coordinating high volume diagnostic distributing/accessioning department.
• Performed heavy data entry input of clinical and diagnostic information into LIS/EMR system.
• • Monitored and coordinate the weekly and monthly inventory based on invoices.
• Perform QA of data entry for accuracy and completeness.
• Prepared and arranged specimens for laboratory testing for respective departments before beginning testing and analysis.
• Serve as primary trainer for packaging and shipping presentations for new and existing team members.
• Entered laboratory test requests in respective system on time and accurately.
• Maintained and cleaned laboratory equipment and uses.
• Prepared solutions, labels tubes and specimen containers.
• Extrapolated data for monitoring and quality assurance purposes of OSHA, CAP, CLIA compliance.
ACTIVITIES
Volunteer Street Grace community advocate and Women’s kickball veteran for 3 years.
EDUCATION
Bachelors of Science (Health Information Systems) University of Phoenix
7/2017 – IN PROGRESS
Associates of Arts (Health Care administration) University of Phoenix
2/2010– 5/2012
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