Manager Customer Service

Peter Gadau

**** ***** ***, ******, ** *****.

**********@*****.***. 847-***-****

Accomplished management professional with more than 15 years of experience

in healthcare administration, human resources and business operations.

Proven ability to drive business and work effectively with others. Thrive

in challenging and dynamic environment.

Qualification Summary

Financial Analysis Marketing/Sales Recruitment

Lean Six Sigma Human Resources Quality Improvement

Operations Budget Management Project Management

Work Experience

Fresenius Medical Care, Elmhurst, IL

Healthcare - Dialysis Services

2010-2014

Area Manager - Chicago Inpatient Services

Responsible for the implementation, ongoing management, and strategic

growth of contracted inpatient dialysis services. Oversaw day to day

clinical program operations for 17 Chicago area hospitals, and was

responsible for cost management, contract negotiations, quality management,

performance improvement, regulatory and staff compliance, marketing,

billing/collections, physician relations, project management, and human

resource management. Responsible for program integration, and maintaining

collaborative and effective client relationships, and ultimately contract

retention. P&L responsibility. 4 direct reports, 92 indirect reports.

. Retained all hospital contracts in my area

. Expanded services by implementing new dialysis modalities

. Reduced administrative expenses by $160k/yr by implementing new travel

policy and creating new supply/equipment ordering protocol

. Managed implementation of new EMR, billing, and scheduling systems

. Managed Lean Six Sigma project which resulted in reduction of billing

errors down to .3%

. Improved direct patient care staff productivity from 6.7 hours/Tx to 5.4

hours/Tx

. Reduced over one million in outstanding AR down to zero

. Reduced staff turnover from 26% to 12%

2009-2010

Operations Manager Chicago Inpatient Services

Conducted analysis of operational/management effectiveness and provided

recommendations to resolve financial problems related to business

operations.

. Created new metrics for measuring productivity, customer satisfaction,

and employee satisfaction

. Project leader involved in the creation of new centralized call and

dispatch center

. Created financial and operational reports for division VP

2007-2009

Resource Staffing Manager

Responsible for developing and implementing staffing plans for Fresenius's

dialysis clinics and regional business office. Managed vendor relations and

contract negotiations.

Developed strategies to improve recruitment and lower agency spend.

Maintain recruitment database.

. Implemented new employee referral and tuition forgiveness programs

. Created and maintained business unit's staffing metrics on new hires,

terms, retention, agency spend and turnover

Advocate Healthcare, Oakbrook, IL

Illinois Masonic Medical Center (IMMC)

2005-2006

Staffing Manager

Working manager responsible for the daily activities of three recruiters

and two recruitment assistants. Managed and maintained all hospital

recruitment and retention data. Provided staffing and recruitment analysis

to hospital administration. Developed yearly HR staffing plan and budget.

Responsible for the management of recruitment staff and performance goals.

Employee relations.

. Developed new site and system new hire orientation

. Managed and taught the School at Work Program to Illinois Masonic

associates

1999-2005

Recruiter

Recruited staff in hospital from entry level to physicians. Negotiated

salaries. Effectively utilized candidate tracking system to track

candidates throughout recruiting process. Provided career counseling and

training to severed associates and managers. Benefit and compensation

administration. Employee relations.

. Selected as the "Recruiter of the Month" May 2000 and Feb. 2003

. Partnered with IMMC administration and Lakeview and Amundsen High

Schools to develop summer internship program

. Lee Hecht Harrison Transition Coach

1998-1999

IMC Solutions, Naperville, IL

Prudential

Contract Recruiter

Recruited customer service and actuary associates at Prudential's regional

property and casualty call center.Source, screen, test, interview, and hire

qualified candidates. Attended job fairs and conducted on-site college

interviews

. Received Prudential's outstanding service award

Additional Experience

1996-1998. Orbit Consulting. Senior staffing agency recruiter.

1993-1996. RPh on the Go. Senior staffing agency recruiter.

Education

. 2002-2003 Lake Forest Graduate School of Management, MBA program

. 1988 University of Illinois at Chicago. BA, Liberal Arts and Sciences

Computer Experience

. Microsoft Office, PeopleSoft, SAP, Acumen, Epic, Kronos, Taleo

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