Customer Service Management

Caprecia V. Ingram

**** **** ****** *******,** **909

Home: 706-***-**** Cell: 404-***-**** Email: ************@*****.***

PROFILE:

Adaptable leader and administrator accustomed to managing numerous employees, staff training

initiatives, restructuring and strategic planning, and keeping abreast of the increasingly complex

regulatory environment. Possess diverse knowledge of medical standards and procedures and provides

quality customer service initiatives for patients, doctors and staff. Extremely proficient in Microsoft

Applications (Word, Excel, Power Point, Outlook and Access),and internet research. Seeking a health

administration position with a renowned health organization to contribute my abilities and experience in

managing health care services. Areas of expertise and professional attributes:

Possess over 5 years of progressive health and office administration skills and experience

Superb relationship building skills with healthcare professionals throughout the State of Georgia

High level budget management capabilities with very strong presentation skills

Well regarded as a dynamic group motivator with key team building and leadership skills

KEY ACCOMPLISHMENTS:

Lead facility performance improvement initiatives resulting in promotion to Division Operations

Analyst within one year based on performance achievements and departmental/organizational

successes.

Direct all aspects of regulatory compliance and credentialing ensuring compliance with applicable

federal, state and local regulations and effectively manage vital health information security initiatives.

Guide the process of root cause analysis to identify, track and resolve adverse events resulting in the

establishment and implementation of highly effectual policies, procedures and methodologies.

Recruited and developed 50 plus staff, put in place training programs that achieved a 95% retention

rate, selected directors, appointed high-level staff, and established/reorganized major departments.

Coordinate workforce management objectives with a focus on individual and team concepts act as

point of contact for nursing charge managers and achieving nursing/JCHAO requirements.

Manage nursing programs and direct/coordinate the work of professional consultants, including

general management consultants, financial advisors, attorneys and media outlets specialty consultants.

Ensure the efficiency of facility services, knowledgeable of the Hospital Information Systems (HIS).

Implemented and monitor business development projects confer with board’s members, organization

officials and staff members to discuss issues, coordinate activities and resolve problems.

Provide key assistance in the formation and implementation of the agile methodology strategies

relating to organizational technical needs.

Created and administered staff training, coaching and performance management programs.

Serve as technical advisor and business resource for a staff of over 50 direct reports, lead human

resources initiatives and review/approve annual human resource plans.

Ensure proper administration of medical departments and provide knowledge, instruction and

direction to children, adolescents, and adults on varying life issues and matters.

Significantly reduced facility cost expenditures resulting in a steady revenue climb, prepare budgets

and approve funding or implementation of key programs.

Lead an initiative that resulted in 90% efficacy rate relating to teen pregnancy prevention programs.

Assessed community needs for health education, planned and implemented a highly successful health

education program, utilized key metrics to evaluate the effectiveness of program.

Caprecia V. Ingram

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Instrumental in developing strategic and methodologies to properly incorporate HEDIS functions.

Effectively monitored contractor and subcontractors according to departmental project protocol.

Provided accurate costs/budget updates and effectively responded to Request for Proposals (RFP).

Initiated quality management and performance improvements, provided effective and precise risk

management information to on-site employees, contractors and subcontractors.

Successfully maintained financial return on organizational projects and managed organizational

budgets pertaining to administrative costs.

Compose technical documents from information sources (Graphs, tables, architectural

documents)

Present technical information to vendors using powerpoint presentations

Create technical documents for housing director to present to Augusta commissioners and

mayor.

Provided grammatical accuracy, proper editing, and formatting

Recognized for successfully implementing organization projects delegated by Housing Director.

Formed peer review committees, coaching and training programs designed to develop departmental

interns and conducted workshops pertinent to employee and organizational development.

Led to the reduction in program delays as a result of a more efficient workforce.

Developed and maintained department payroll procedures.

Acknowledged for displaying strong analytical and decision making skills and techniques.

Directed the realignment of ineffective programs to better manage research projects.

Recruited, hired, and provided training and supervision to key employees and facility volunteers.

Effectively communicated policy information to staff and provided written evaluation of programs.

Contributed and created editorials for print for Principle Investigator

Served as grammar and editorial expert on pre-published scientific material

Provided editorial lay-out critique and approval

Proofread and edited scholarly and peer-reviewed articles and journal entries

Conducted study visits and research analysis for the Department of Psychiatry and Behavioral Health.

Conducted behavioral analysis on assigned patients to determine proper treatment plans.

Conducted suicidal and schizopohrenic research studies involving children, adolescents and veterans

Attended suicide prevention workshops and trainings

Managed clinical research and operations and designed/initiated clinical trials to optimize the

efficiency of the tactical value of the trails through global site selection and data portability.

Orchestrated the overall operation is clinical trials within the approved budget and timeline.

Effectually maintained proper and precise documentation procedures and Good Laboratory

Procedures (GLP) according to FDA requirements.

Composed high level extremely detailed research summaries for Principal Investigator.

Created and maintained professional relationships with academic and community-based physicians,

clinicians and investigators to assure viable clinical input/feedback relating to clinical trials.

Facilitated briefings at investigator meetings providing diverse groups of participants within the

clinical study with advance data and accomplishments.

EXPERIENCE:

2010 - 2013 Augusta Richmond County Board of Health; Augusta, GA

Healthcare Operations Analyst

2009 - 2010 Augusta Housing and Community Development Dept; Augusta, GA

Business Operations Analyst

2004 - 2008 Medical College of Georgia; Augusta, GA

Clinical Analyst/ Evaluator

EDUCATION:

University of Phoenix; Augusta, GA - Masters of Science Degree in Health Administration

South Carolina State University; Orangeburg, SC - Bachelor of Science Degree in Biology /Chemistry

Currently enrolled in Medical Transcription and Editing Program (At-Home Professionals)

NASA; Orangeburg, SC - Outstanding Achievement Award

REFERENCES FURNISHED UPON REQUEST

Contact this candidate