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Customer Service Manager

Location:
Palmdale, CA
Salary:
Negotiable
Posted:
May 13, 2014

Contact this candidate

Resume:

Romualdo (Ron) D. Ligsay, Jr.

***** - ********* *****

Palmdale, California 93551

acd35s@r.postjobfree.com

Cell: 209-***-****

SUMMARY:

Offering over 10 years of management experience in Peri-operative

Services; excellent understanding of surgery case flow; practice

holding staff accountable for continuous process improvement, Core

Measures and patient safety; customer service; advocate creativity,

innovativeness, and sound financial management.

INTERIM POSITIONS

Kaplan University 9/2010-12/2010

LVN Instructor

El Centro Regional Medical Center 1/2010

-7/2010

Interim Peri-operative Director

Gentiva Home Health 9/2009-01/2010

Manager Clinical Practice

Antelope Valley Hospital, Lancaster, CA 12/10-Present

Nurse Manager, Surgery

. Managing 9 OR suites designated as TRAUMA II with 76 FTEs including 3

Charge Nurses, 2 RNFAs, and a Perioperative Nurse Educator. The

operating room performs an average of 700 cases monthly including

complex procedures such as ROBOTIC, NEURO, AAA and HEART.

. Redesigned and implemented a staffing matrix to meet the staffing needs

of a 24/7 Trauma II operating room

. Significantly reduced 2 call components resulting in reduction of

premium pay

. Worked with the SPD Manager to inventory procedural trays and

customized trays according to services preferences to prevent

unnecessary delays

. Developed and implemented a Turn-Over team that improved the turn-

around time from an average of 45 minutes to 26 minutes

. As Trauma II hospital, implemented an evening OR staff for trauma cases

resulting in a faster response time for trauma as well emergency cases.

. Helped develop and implement a Surgical Services value analysis to

ensure an efficient process for managing acquisitions of supplies in a

timely manner.

. Customized a major and minor surgery packs that eliminated unneeded

supplies resulted in an improved users friendly and ultimately save the

department additional expenses.

. Successfully assisted the implementation an algorithm used in an ORTHO

program

. Assisted in the successful implementation of the Hospital SCIP program

resulted in an increased rating by meeting or exceeding the national

average of compliance from 85% to 98-100%.

Lodi Memorial, Lodi, CA 8/06-6/09

Director, Perioperative Services 11/07 to 6/09

. Administrative management over the following department: OR,

Endoscopy, PACU, Pre-Op and Sterile Processing Department for a total

of 60 FTEs.

. Responsible for 5 OR suites with an average of 3,000 cases annually

and 2 Endoscopy suites with an average of 2500 cases monthly.

. Provide nursing staffing support in Radiology and Cath-lab performs

moderate sedations

. Maintained OR operating budget 3% below target

. Maintained an average of 30 minutes or better turn over time

. Total budget responsibility of $3 million

. Team Lead the ORM (Meditech) successful implementation in May 2008.

Operating Room supplies inventory improved to 95%.

. Instrumental in the re-negotiation of the ORTHO implants contract with

Zimmer saving more than $200,000 annually.

. Negotiated the purchase of equipment saving over $50,000.

. Reduced 2 FTE RNs a saving of over $150,000 annually while maintaining

quality patient care

. Performs RNFA duties as needed by the Surgeons.

Lodi Memorial Hospital, Lodi, CA

Interim Director, Perioperative Services 7/2007 to 11/2007

. Administrative management over the following department: OR, Endo,

PACU, Pre-Op and Sterile Processing Department for a total of 50 FTEs.

. Responsible for the daily operations of 5 OR Suites with an average of

over 3000 cases annually, to include PACU/Pre-Op, and Sterile

Processing Department.

. Total budget responsibility of $3 million

. Maintained OR Operating budget at 3% below target goal

. Reviewed and re-wrote the Department's policies and procedures within

3 months as Director.

. Introduced and implemented an OR nurse training program that

successfully minimized the need for OR RN Travelers

. Increased patient satisfaction from 4% to 6% a hospital in 3 months

Lodi Memorial Hospital, Lodi, CA

Manager, Peri-operative Services 8/2006-7/2007

. Managed the daily operations of 5 OR suites with an average of over

3000 cases annually including PACU/OPSU and Sterile Processing

Department.

. Streamlined the stocking of OR supplies to manageable level and

eliminated unneeded supplies.

. Re-stocked supply items by service resulted in a decreased of

unnecessary delays in locating needed supply

. Introduced and implemented a system, picking supply items for

emergency cases

. Decreased turn over time from an average of 60 minutes to 30 minutes

average

. Re-energized and implemented a successful SCIP program to insure

prophylactic antibiotics are infused within 1 hour.

. Obtained lowest AICD, Pacemaker, and stent pricing with local market

. Performed RNFA duties as needed.

Sierra View District Hospital, Porterville, CA

5/99-8/06

Interim Director, Surgical Services 3/2006-8/2006

. Administrative management over the following department: OR, Endo,

PACU, Pre-Op and Sterile Processing Department with a total of 65

FTEs.

. Total budget responsibility of $3 million

. Maintained OR Operating budget at 3% below target goal

. Revamped patient flow to maximize efficiency without increasing staff.

Customer service satisfaction increased from 75 to 80% of 2nd quarter

. Performed RNFA duties as needed

Sierra View District Hospital, Porterville, CA

Clinical Supervisor, OR 9/2002-2/2006

. Responsible for 5 OR suites with an average of over 3500 cases

annually.

. Responsible for 29 FTEs in the Operating Room

. Responsible for evaluating and purchasing capital equipment, service

contracts, financials within the operating rooms

. Co-Chaired the successful implementation of the SCIP Program.

Appropriate antibiotics were infused within 1 hour at a rate of 100%

monthly.

. Established and streamlined the pre-op area to improve efficiency by

eliminating unnecessary delays

. Streamlined patients flow to the OR resulted in a decreased overall

turn over time from 45 minutes average to 26 minutes average

. Developed, maintained departmental policies including implementation.

. Achieved the CNOR upon eligibility in the year 2004 and eventually

represented the hospital to attend the RNFA Program at UCLA.

. Performed RNFA duties as needed by the Surgeons.

OR Nurse- Circulator 10/2001-8/2002

. Performed as OR Circulator for every area of surgery except neurology

and cardiac procedures.

. Responsible for the quick turn-over and safety of the patients.

Received numerous laudatory comments from Surgeons we served.

. Had the best turn over time an average of 25 minutes

. Selected as Team Leader for the ORTHO service.

. Selected and served as mentor to new OR nurses as needed

. Active member of the Surgical Services Performance Improvement team.

Staff RN 5/1999-9/2001

. Responsible for a patient care team in a Medical Surgical floor with

an average of 10 patients per scheduled shift

. Assessed patients under my care and reported abnormal findings to the

physician promptly

. Assist, developed and maintained policies and procedures for the

Director, M/S as needed

. Nominated for RN of the 1st quarter of the year 2000.

Previous Experience - United States Army

Non-Commissioned Officer

. Served in active duty in the United States Army as a Non -

Commissioned Officer

. Responsible for leading and training soldiers assigned to my command.

EDUCATION

MSN- University of Phoenix, Phoenix, CA

BSN-California State University, Fresno, Fresno, California,

A.S. Science- Associate Degree in Science, Los Angeles Valley College, Los

Angeles, CA

RNFA- University of California, Los Angeles, CA

LICENSES AND CERTIFICATION:

. Registered Nurse #554682, State of California

. CNOR

. BLS/CPR

. RN First Assist (RNFA)

PROFESSIONAL MEMBERSHIP:

Association of Peri-operative Nurses (AORN)



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