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Customer Service Manager

Indian Head, Maryland, 20640, United States
February 01, 2018

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Locia Arnette Jr.

**** ****** **** **.

Alexandria, VA 22309 (571) ***-****

Summary of Qualifications:

•20+ years of leadership and management in a healthcare system and level 1 trauma facilities


•Strong analytical, process improvement, quantitative, communication, and problem-solving skills

•Experienced with managing budgets over $60 million dollars

•Possess a detailed knowledge and understanding of how to build, lead, and manage teams

•Experienced in Human Capital Management, Full Life Cycle Recruiting, Marketing and Administration

•Participated in rescue and recovery operations during the SEPT 11th attacks on the Pentagon

Professional Experience

Health Care Manager


Managed a multi-disciplinary team comprised of 100 military and DoD civilians, responsible for the daily operations of the organization

Managed a budget over $60 million, which included hiring staff, ordering equipment, and recruitment activities

Coordinated and managed administrative, training, and logistical functions of a medical company consisting of over 100 combined military and civilian personnel

Utilized lean six sigma methods to improve risk management and safety in the workplace, which resulted in zero injuries and increased workplace efficiency

Developed and enforced policies and procedures to enhance the organization’s mission

Possesses the knowledge of the principles, concepts and techniques of employment discrimination analysis, management assistance, and case investigation.

Provided life skills, professional growth and guidance, mentorship, and problem solving skills to the staff

Health Care Recruiter/ Marketing/ Recruiting Director

5th Medical Recruiting Company Little Rock, Arkansas NOV 2010 – SEPT 2016

Developed strategies to recruit over 200 medical professionals ranging from surgeons, physicians, physical therapist, registered nurses, health administrators, and many more disciplines to enhance the military mission

Served as the human resource manager for the army covering an area over 44,650 square miles in the southern region beginning in Arkansas to Texas

Utilized interpersonal skills to interact and recruit professionals, which resulted in our organization in Little

Rock, Arkansas, being named #1 out of 23 states competing for recruiting numbers

Recognized as the Top Recruiter in Company, directly responsible for production, marketing and sales

Managed $100 million database to store customers protected information and uploaded background checks for all customers

Health System Administration

Madigan Community Hospital Tacoma, Washington OCT 2009- AUG 2010

Coordinated and managed administrative, training, and logistical functions of a medical staff consisting of over 100 combined military and civilian personnel.

Led staff recruitment and retention activities and supervised payroll activities for over 100 employees

Ensured the staff received and utilized professional development opportunities that were offered to assist with the growth and quality of employees within the organization

Clinic Manager- Pentagon Health Care Clinic AUG 2006- JUL 2009

Department of Defense Headquarters Washington, DC 22202

Accounted for all clinic functions to include advocating for patients and their families to ensure access and quality of care while maintaining 100% accountability of equipment and facilities valued over $5 million

Managed daily clinic operations along with training and administrative support to include over 120 medical personnel; enforced all rules and regulations in accordance with standards per Joint Commission

Oversaw annual budget expenditures of $3 million

Responsible for all Patient Advocate issues ensuring outstanding clinic patient relations; increased access to care by implementing Patient Centered Medical Home aspects into new clinic

Familiar with all clinic systems to include AHLTA Electronic Medical Record (EMR), and other programs dealing with the Composite Health Care System (CHCS)

Synchronized internal staff efforts and advises the command team on data quality and Health Insurance and Accountability

Act policies

Developed plans, policies, and procedures to mitigate disasters and manage mass casualty incidents

Health System Administrator May 2002- June 2006

Heidelberg Hospital Heidelberg, Germany

Supervised 8 employees in the admissions and dispositions section on policies, procedures, and day to day activities

Provided life skills, professional growth and guidance, mentorship, and problem solving skills to all junior personnel members assigned

Provided face to face customer service with patients and informed inpatients of their rights and responsibilities

Coordinated with funeral homes to respectfully deposition the deceased from the hospital after normal

Duty hours; also typed the initial death certificate with no errors

Increased department proficiency and productivity by measuring output and stream lining current processes

Experienced with coordinating schedules and records for same day surgeries

Directly responsible for the accuracy and maintenance of inpatient and outpatient records

Health System Administrator JAN 1996- MAR 2002

Schofield Barracks, Hawaii Honolulu

Implemented preventative health measures for personnel in austere and unsanitary locations, including water treatment, pest control, and air filtering.

Administered complex emergency trauma care to wounded and ill military (U.S. and foreign) and civilian personnel

Assisted with the development of a mass casualty (MASCAL) standard operating procedure (SOP) for unit of more than 1200 personnel

Trained foreign personnel in supply-chain-management by providing instruction on how to forecast and order needed medical supplies, which sustained unit medical operation. First Responder during 911 Mass Casualty at the Pentagon

Deployed to Haiti in response to Earthquake disaster as a Patient Administrator, Humanitarian Mission

Responsible for tracking all patients transferred throughout the national capital region when the power was lost throughout the hospital


Independence Community College, Independence, KS- 1994

University of Maryland College Park, MD- 2001

Columbia Southern University, Orange Beach AL- 2014

Advanced Leadership and Management Development Course, US Army

Healthcare Recruiter Honor Graduate 2011

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