Manager Service

Barbara J. Ingalls

***** ********, *****, ** ***** Mobile: 734-***-**** Email: **********@*****.***

KEY QUALIFICATIONS

Results oriented, dependable professional with more than 20 years experience in Healthcare and three years experience in leading a Service Excellence committee utilizing Studer methodologies. Recognized as a problem-solver and team leader able to work effectively with individuals at all levels. Key success factors include motivation, initiative, interpersonal skills, work ethic and commitment to excellence and the achievement of corporate goals.

PROFESSIONAL EXPERIENCE

Harper University/Hutzel Women's Hospitals, Detroit, MI 2011 - Present

Director, Patient Transportation Adult Services Central Campus, April 2016 - Present

Director, Integrated Support Services, April 2015 - April 2016

Interim Director, Integrated Support Services, October 2014 - April 2015

Operation's Manager, Integrated Support Services, March 2014 - September 2014

Associate Director Patient Transportation, 2011 - February 2014

Administratively, fiscally and operationally responsible for the management and direction of the inpatient Transportation services at the 5 hospitals on the DMC Central Campus. Coordinates all aspects of these departments developing and implementing the vision and strategic plan including cost initiatives, technological advancements, and quality improvement measures. Additionally, provides 24/7 transportation services to Karmanos Cancer Institute and oversight to Children's Hospital of Michigan on weekends & holidays.

Effectively operates and maintains a $3M annual budget consistently meeting or beating annual targets.

Successfully implemented organization-wide Teletracking XT transportation tracking system allowing for efficiencies and more accurate data.

Increased direct support of the OB patients by 50%-75% by eliminating designated transporter in Hutzel lobby.

3% reduction in average transporter response times.

Increased Radiology support in the ED due to rising volumes.

Assess incidents, complaints, etc. (e.g. safety issues, transportation routes, legal issues, department staffing, etc.) for the purpose of resolving or recommending appropriate resolutions

Ensures compliance with laws, government regulations, Joint Commission requirements and DMC policies

ARAMARK Healthcare, St. Mary Mercy Hospital, Livonia, MI 2002 – 2010

Communications/Guest Services, Central Transportation Operations, Valet and Human Resource Manager

Responsible for the management and direction of Communications, i.e. telephone operators, reception desks, Security ID badging, mail room, patient shuttle service and courier services; Patient Support Services call center; Central Transportation and Human Resources, with an annual operating budget of 2.1 million dollars and 31 FTEs.

Lead implementation of web-based paging and on-call system to the Graduate Medical Education staff and faculty to be utilized by clinical staff health-system wide. Project included development of training materials and training of all clinical and non-clinical staff.

Implemented In-patient Bed Status Board for facility; created training manual and trained all hospital nursing staff resulting in access to patient locations for all nursing and Administrative services.

Successfully implemented computer keyboard-based telephone operating system. Experienced no disruptions in emergency code service or routine operator service calls.

Expanded complimentary remote patient shuttle service to 3 key strategic marketing areas without increasing budget.

Managed hospital-wide operator services including emergency code pages from 2003 – 2009, until services transitioned to a corporate call center.

System administrator of ARAMARK Facility servers and systems.

Reduced workplace injuries by 67% in one year via employee training with a focus on safety and human resource policies.

Barbara J. Ingalls

35635 Glenwood, Wayne, MI 48184 Cell: 734-***-**** Email: **********@*****.***

Hospice of Michigan, Detroit, Michigan 2001 – 2002

Access Center/Admissions Supervisor

Managed the communication of clinical and non-clinical information assuring care coordination between Admissions, Medical/Financial staff (internal & external) and satellite teams

Directed the activity of five Referral Coordinators; their daily interface with healthcare facilities and patient’s families resulting in timely admissions.

Managed Access Center field staff schedules, coordinated resources to meet the 24-hour admission standard of service.

Problem-solved Admission issues and functioned as the central source of information to ensure dispatch of needed Access Center resources to admit patients.

Best Upon Request Corporation, Inc, Cincinnati, OH 1996 – 2000

Lead Corporate Concierge at Andersen Consulting, LLP, Detroit, MI

Researched and executed customer service requests for 600+ Management Consulting firm while increasing utilization by more than 50% within six months.

Created and facilitated the opening and maintained operations for a 180-person satellite office.

Trained new hires throughout the U.S.

Detroit Receiving Hospital/University Health Center, Detroit, MI 1988 – 1995

Finance Department Cashier/Bookkeeper

Maintained Accounts Receivables and General Ledger Accounts with weekly receivables from $2-$10 million.

CONSULTING EXPERIENCE

Personal Assisted Living Services, Inc., Dearborn Heights, MI 1998 – 2001

Coordinated the 17th-19th Annual Home for the Holidays Telethon for live broadcast on Cable Television with development of over $80,000 in revenue.

Managed full media coverage, in-kind contributions, staffing needs, logistics, design, etc.

PROFESSIONAL/COMMUNITY AFFILIATIONS

The Arc of Western Wayne County, Westland, MI 1994 – Present

President, Board of Directors, 1998-2000

Vice President, Board of Directors, 1997-1998

Public Information Chairperson, 1997-1998

Election and Membership Chairperson, 1997-1998; 2000-2001, 2008-2011, 2014

EDUCATION

Bachelor of Arts; Public Relations – Wayne State University 1996

Skills

Pathways to Leadership coaching certified

SHRM Certificate – Eastern Michigan University

Proficient in Microsoft Office, Excel, PowerPoint, Outlook

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