Customer Service Manager

Tejal Vinchhi, MSHA

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**** ****** **., ***** *****, CA 93454 I Cell: 805-***-**** I *****.*****@*****.***

Professional Summary

A healthcare leader with 8 years of experience. Efficiently leading the team to produce solid operational and clinical

outcomes and ensuring quality of care. Strong clinical, service excellence background and expertise in managing

core operations with impeccable integrity and customer focused approach. Develop team through empowerment,

engagement and commitment. Developed positive relationships with physicians, customers and team members

Education and Training

Masters of Science in Healthcare Administration (MSHA) (Aug 1999- Dec 2001)

University of Alabama at Birmingham, Alabama

Bachelors in Homeopathic Medicine and Surgery (BHMS) (March 1993- March 1999)

University of Bombay, India

Certified Hemodialysis Technician (CHT).

Certified HIPAA Professional (CHP).

Focus Group Moderator

Skills Highlights

• 8 yrs of leadership experience in healthcare

• Strong clinical and service excellence background

• Expertise in managing core operations

• Detailed oriented and good organization skills

• Experience in leading team, recruitment, retention and performance management

• Passionate about developing team through empowerment, engagement and commitment

• Focus on producing solid clinical outcomes

• Marketing and strategic planning with emphasis on qualitative and quantitative research

• Knowledge of HIPAA and CMS compliance

• Confident public speaker

• Customer focused

• Personal and professional integrity

• Financial aptitude in managing budget of $3 Millions annually

• Excellent Relationship with physicians, customers and team members

• Critical thinker and sound decision making ability

Professional Experience

DaVita Dialysis Dec 2010 – present

Facility Administrator, Acute and Chronic Dialysis

Responsible for overseeing dialysis services in four hospitals in San Luis Obispo county and one chronic dialysis

facility, including managing operations, providing leadership, supervision and strategic vision. Maintain positive

relationships with hospital and physician partners as well as internal and external customers.

Selected Accomplishments:

• Efficient management of $3 million revenue by ensuring labor and supplies at or better than budget.

• Proactively work on efforts to increase the market share and start new hospital services like CRRT

(Continuous Renal Replacement Therapy).

• Participate in process management to improve recruitment of new employees. Facilitate training and

retention of employees, conduct annual evaluations and development plans for employees.

• Ensure that clinic is prepared for Department of Health & Human Services surveys. Closely work with the

hospitals to ensure that the acute dialysis program adheres to JCAHO standards.

• Lead the clinic to improve various clinical outcomes and ensure compliance in all areas including infection

control.

Kidney Center, Inc. Oct 2005-Dec 2010

Administrative Area Manager: April 2010 – Dec 2010

Responsible for overseeing three outpatient facilities, providing Peritoneal and Hemodialysis. Provide leadership and

supervision to managers and clinical coordinators. Ensure regulatory and operational compliance. Oversee

Department of Health & Human Services surveys and implementation of improvement plans. Maintain positive

relationships with physician partners, hospitals and facility medical directors.

Selected Accomplishments:

• Proactively work with the unit leaders to help achieve reduction in labor ratio and supply cost.

• Work on recruitment and retention efforts for the region, including developing training plan for new

employees.

• Act as a liaison and provide support to the acute dialysis team.

• Lead all 3 clinics to ensure compliance and improve clinical outcomes.

HIPAA and CMS Compliance Officer Nov 2007 – Dec 2010

Responsible for ensuring HIPAA & CMS compliance in all the KCI units physician offices, acute program, corporate

offices and other KCI entities.

Selected Accomplishments:

• Establish HIPAA and CMS training program for all employees and train staff, including physicians and

senior management.

• Successfully complete the Certified HIPAA Professional training.

• Provide intervention and support, for various HIPAA & CMS Compliance related situations.

• Developed audit tools for HIPAA & CMS compliance, conduct audits and develop improvement plan.

• Developed HIPAA privacy and security policies. Revised existing CMS Compliance policies.

• Chair the HIPAA and CMS compliance committee meetings.

Unit Manager Oct 2005 – April 2010

Responsible for overall operation of dialysis center. Supervision of direct patient and non-patient care related staff.

Produced quality results by being detail oriented and with good organizational skills

Selected Accomplishments:

• Successful license and certification of new dialysis facility without deficiencies.

• Ensured the smooth flow of the daily operations by managing its budget, inventory, HR issue, adherence to

policies and procedures, clinical outcome, patient safety and CMS Network compliance.

• Manage and achieve the goals set for labor and cost.

• Work with senior management on various projects like emergency preparedness, payroll analysis and

EMR.

• Increased retention rate significantly.

Froedtert Memorial Lutheran Hospital, Milwaukee, WI Jan 2001 – Jan 2005

A 655 licensed bed academic medical center and level 1 trauma center in southeastern Wisconsin

Planning Analyst Sep 2001 - Jan 2005

Responsible for conducting/analyzing focus groups and surveys with internal as well as external customers. Oversee

the patient satisfaction database; perform ongoing analysis and report data to managers/supervisors. Generate

reports and analyze organization and competitor’s market share information. Conduct market and data analysis

using HCMUS, MapInfo, SACHS, SPSS and other available tools.

Key Accomplishments:

• Conducted and analyzed focus groups and coordinated surveys for various clinics and inpatient units in the

hospital. Build strategies to increase customer volume and satisfaction.

• Participated in drafting the vision for the organization by conducting research and focus groups.

• Key Member in developing the Competitor Database for Froedtert & Community Health System, which

helped track activities and marketing strategies of competitors. Coordinate customer data to track, profile and

target best customers.

• Participated in developing the Project Management which helped the vice president track the progress of

various projects and helped staff get organized.

• Assisted the Vice President of Marketing in tracking and profiling the department budget.

• Generated sales analysis, membership and inventory management reports for the health resource center

which helped identify strategies for increasing the sales and membership base.

Adjunct member: Customer Service Steering Committee and the Voice of the Customer subcommittee.

Administrative Resident Jan 2001 - Aug 2001

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Actively involved in numerous patient care as well as non-patient care related projects.

Key Accomplishments:

• Conduct cost analysis for surgery department which helped them make a financially viable decision about

Saturday surgeries.

• Performed market analysis for various programs in the hospital. Analyzed data on Safety and Employee

Satisfaction Survey.

• Assisted in designed the H&P form for the organization.

• Participated in the JCAHO survey and the plans of correction.

• Administrative rotations in various departments like finance, patient accounts, utilization review

management, nursing units, marketing, etc. to understand the organizational policies, structure and operations.

• Adjunct member of Customer Service Steering Committee, Awareness and Kickoff Committee, Operations

Committee, Retention and Recruitment Committee.

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