Customer Service Medical

Gabriel K. Thompson, M.D., MBA.

**** ****** ***** ******, ***** De Grace, MD, 21078

Tel: 443-***-**** Email: *********@*********.***

CENTER DIRECTOR

PROFESSIONAL PROFILE

Highly motivated and results-oriented Center Director recognized for

strategic and focused approach. Adept at limiting risks, creating lean

teams, developing innovative and practical solutions for optimizing

internal and external business operations, financial growth, and superior

customer service. Proven leader with strong interpersonal, communication,

analytical, problem solving and decision making skills.

AREAS OF EXPERTISE

Change Management & Organizational P&L Management & Expense Control

Restructuring Turnaround & High-Growth Strategies

Strategic Planning & Operations Management Financial Planning & Budgeting

Contract negotiation.

EDUCATION

MPA - Budgeting & Fiscal Administration, 2016 MBA - Healthcare

Administration, 2013

UNIVERSITY OF BALTIMORE, Baltimore, MD. UNIVERSITY OF

BALTIMORE, Baltimore, MD.

Degree in-progress - anticipated graduation: 05/2016 Academic Honors

Doctor of Medicine, 2008

B. A. Biology & Psychology, 2004

XAVIER UNIVERSITY

UNIVERSITY OF MARYLAND

SCHOOL OF MEDICINE

BALTIMORE COUNTY - UMBC

SELECTED ACCOMPLISHMENTS

. Led and directed projects for Medicare Advantage program installation,

HIPAA and vendor electronic interface fulfillment technologies, and

other third-party software analysis tools.

. Revived struggling home health and assisted-living operation on the

verge of bankruptcy to a success story by revamping personnel to build

a capable team of delivering sustained organic growth.

. Restructured business units to grow highly profitable accounts to

maximize earnings. Implemented lean operation strategies with all

business units within organization - Purchasing, Planning, Marketing,

IT, and care delivery teams resulting in 1.3M in annual savings and

return to profitability for the organization after 5 years of losses.

. Developed a five-year strategic plan that is projected to drive an

additional 1.5 million growth in incremental revenue by the end of FY

2014.

. Implemented robust marketing strategies through effective promotional

strategies, training high-performance client account managers, and

organization-wide rebranding efforts that increased overall financial

profitability resulting in cumulative sales of 7.7M and 2.8M in

profits in 2011, 2012, and 2013 respectively.

. Reformulated corporate strategy and goals for customer service

excellence by leading a training program to improve client services

and customer satisfaction. The program featured key customer service

flow chart and resolution steps with on-call manager assistance that

improved customer satisfaction by 53% and reduced loss in client

accounts to 9% from 25%.

. Inspire fundraising efforts, coordinate public relations efforts to

establish productive working relationships and cooperative

partnerships.

PROFESSIONAL EXPERIENCE

Walter Reed National Military Medical Center (OHSU), Bethesda, MD.

2014 - Present

Healthcare Administrator, MSC, USNR

. Perform operational assessments of financial and clinical departments

with a focus on documentation and coding, revenue capture, care delivery,

and quality reporting.

. Manage day-to-day department operations. Maintain daily contact with

client and other members of working group to obtain information and

resolve issues, attend working group meetings, and facilitate the adoption

and implementation of recommended improvements.

. Prepare and develop written briefs presented at conferences to both

internal and external healthcare stakeholders to educate such audience on

operational leading practices. Supervise and mentor staff.

Medical Professional On-Call, Fairfax, VA

2009 - 2014

Manager - Center Director

. Manage day-to-day operations, recruitment and retention, performance

management, training and development, and employee relations. Work with

various constituent groups to achieve a unified goal.

. Develop and report key performance indicators to senior management. Work

in concert with senior leadership and department managers to create and

manage annual consolidated budget. Monthly financial reporting at

executive committee and ad-hoc support meetings.

. Led central financial planning and analysis team supporting CFO, and

implemented new metrics-based forecasting that allowed real time fact-

based decision making.

. Review utilization program trends and implemented solutions that

positively impacted operational functions such as business operations,

decision support, financial planning and analysis.

University of Maryland School of Medicine & Medical Center, Baltimore

Maryland. 2010 - 2012

Postdoctoral Fellow in Health Policy and Management.

. Experiential management and interdisciplinary academic research in areas

of healthcare organization and financing of healthcare services; its

impact on access to health services, quality of care, patient outcomes,

and cost.

. Focused areas of study included: Pay-for-performance, Physician

contracting, Regulatory and competitive approaches to restraining health

care costs, Performance measurement and improvement, and Hospital

operations and governance.

. Studies aimed at establishing scientific basis for variation in costs

with healthcare services that resulted in development of a proposed model

of healthcare financing; and lecture presentations.

Christiana Care Hospital, Newark Delaware.

2007 - 2009

Intern.

. Provided compassionate patient care, effective diagnosis, and evidence-

based treatment of surgical and medical conditions and diseases.

Implemented appropriate patient management plan as directed and supervised

by attending physicians and fellows.

. Performed routine diagnostic surgical and medical procedures such as;

Lumbar punctures, Arterial and venous line insertions, chest tube and

nasogastric tube placement.

. Interpret findings and meaning of laboratory and imaging studies to

patients and families. Counseled, educated patients, and family members on

diagnoses and prognostic stages of disease management.

INFORMATION TECHNOLOGY SKILLS

. Experienced in all Microsoft Office Productivity Software Programs.

. Fluent in J-Stata, P-Stata, and Regression Analysis Statistical

Software Programs.

PROFESSIONAL AFFILIATION

. USNR - U. S. Navy Reserve, Medical Service Corps - Commissioned

Officer: LTJG.

. MEDCHI - The Maryland State Medical Society

. ACHE - American College of Healthcare Executives

REFERENCES ARE AVAILABLE UPON

REQUEST

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