Customer Service Manager

ILEANA CRUZ, MBA, CRA 787-***-**** **********@*****.***

Carlton Arms of North Lakeland, 4986 Williamstown Blvd., Lakeland, FL 33810

Condominio Primavera N2340, Box 11 Carr. 2, Bayamón, PR 00960

SENIOR RADIOLOGY ADMINISTRATOR

Interventional Radiology

EXPERTISE

Bone Densitometry (DXA)

PROFILE

Radiology / Imaging Operations Management

Commercially astute, results-focused radiology management

Strategic Planning

professional with a proven career as a profit and process conscious

leader, focused on creating or revitalizing processes and procedures,

Business Performance Evaluation

building and managing internal/external relationships, and training,

Revenue Cycle

mentoring teams.Updated in federal radiology laws and regulations;

Recruiting and Staffing

current CRA andARRT. Licensed in theState of Florida and

Commonwealth of Puerto Rico. Bilingual; English/Spanish

Human Resource Administration

Leading-Edge Technology Solutions

ROI

Charge Capture, Medical Coding and Billing

Successful record administering and managing deliverables of

PACS

multimodality radiology and diagnostic imaging service operations to

meet stringent federal and state compliance measures.

Electronic Health Records/Radiology Information

Systems

VALUE

Financial / Inventory Controls

Supplier Sourcing and Procurement

Management Professional

Contract Negotiations

15 year career highlighted by leadership and expertise in building

Regulatory Reporting & Compliance

collaborative relationships, gaining buy-in for new ideas, and driving

technology and strategic programs. Comprehensive experience

Revenue and Workflow Optimization

administering million-dollar budgets, staffing and training for health

care professionals

EXPOSURE

Ethical Leader

General Diagnostic Radiology

Breast Imaging ( Digital Mammography,

Produce exceptional results with self-confidence and an ethical,

Breast MRI, Sonomamography, Guided Breast compliance-based stance that nurtures respect and supports healthy

Biopsies and Stereotactic ) growth.

EEG

Public Speaker

CT Scan 16, 64 and 160 slices

Frequent speaker before conferences and radio listening audiences on

Nuclear Medicine

themes related to lean management, radiology administration, and

MRI (Magnetic Resonance Imaging) 1.5and

mammography procedures.

3T

General and Vascular Ultrasound

HIMA SAN PABLO HOSPITAL, Ancillary Services – Bayamón, PR 2005 –

Present

Radiology Manager

Directing105 professional team, steward daily radiology and imaging operations of Breast Imaging Center, EEG Department

(Outpatient and Inpatient Services) and Hospital Radiology and Diagnostic Imaging Services for Inpatients, Emergency Ward, Stroke

Center(X-ray, Computed Tomography, Sonography (General and Vascular), Ultrasound, MRI Scans, Mammography, Nuclear Medicine,

Interventional and Digital Radiology, Electronic Health Records (EHM) and Picture Archiving and Communication System (PACS)

performing in excess of 200,000 procedures annually. Provide administrative and fiscal oversight of operations, strategic planning,

staffing, training and performance evaluations, credentialing, capital projects and purchases, technology and process improvements,

client satisfaction, QC/QA, serviceintegration, internal auditing, coding and billing, timely result reportingand compliance with HIPAA,

JCAHO, NRC, FDA, and ACR. Supervise student interns pursuing radiologic technology degrees from three local universities.

2 P a g e Ileana Cruz, MBA, CRA

Headed procurement and transition from analog to digital mammography and sonographysystems, reducing time spent on

examinations, increasing patient throughput and patient satisfaction leading to more productivity and efficiencywhile meeting

evolving FDA, MQSA and ACRstandards.

Reduceddocument turnaround time of clinical transcriptionsfrom 36 hours to 12 hours through the implementation of Power

Scribe voice recognition (voice to text) system.

Saved $97K+ in film/supply expenses by introducing new resources and materials.

Procured and implemented new PACS/RIS system, Digital Radiography, CT, MRI, Sonography, C-Arms, and Nuclear Medicine

equipment; directed interface and personnel training activities.

Performed service contract analysis and played a key role negotiatingcontract with outsourced supplier, reducing engineering

spend $60 K annually.

Identified billing and coding deficiencies and spearheaded intensive retraining of staff on new ICD-10 diagnosis and procedure

codes.

Developed and managed launch of teleradiology service in liaison with Sunset, Inc., offering clinical reading of CT scans during

afterhours from 11PM to 6AM for continuity of service.

Held pivotal role in the planning and infrastructure design of Hospital Imaging Center redesign and expansion project valued at

$2.4 million.

Commissioned by senior management in 2013 to author CT protocols, create job description, and train three-person technical

team supporting launch of new CT service an Anguilla, BVI.

Consistently achieved quality service and quality delivery results and compliance with state and federal agencies, including Puerto

Rico Department of Health Services, JCAHO, and the FDA.

Committee Member: Radiation Safety / ICD 10 Implementation / Chest Pain Center / Stroke Center / STEMI Code

Participated in patients trials in conjunction with Abbott and ACRIN (American College of Radiology Imaging Network)

•

SAN JORGE CHILDREN’S HOSPITAL – San Juan, PR 2002 – 2005

Radiology Supervisor

Managed daily customer service, image quality, and general diagnostic radiology services of pediatric patients including CT scan,

sonography, and fluoroscopy ensuring high performance of staff and services.Headed all elements of department staffing, scheduling,

training, credentialing, and on-call coverage with oversight for 10 technology specialists.Identified opportunities for improvements,

issued recommendations for enhanced services, procedures, and cost-saving safety and security measures.

Maintained the efficient delivery of imaging services via mobile CT unit during construction of new Radiology Department and

headed procurement services selecting new instructions and equipment.

Developed new policy and procedure manual for JCAHO inspection and secured positive survey results with no deficiencies.

AUXILIO MUTUO HOSPITAL – San Juan, PR 1999 – 2002

Assistant Radiology Manager

Co-managed MRI, CT Scans, Sonograms, Interventional Radiology, PACS and General Radiology areas for inpatient and outpatient

services producing 360+ procedures per day.Prepared and implemented budgets, planned and coordinated schedules, vacation and leaves

for 100 staff members, delegated tasks and implemented professional development programs. Managed inventory and QC measures,

recommended equipment purchases, and compiled statistical data concerning volume growth, service delivery, and client

satisfaction.Ensured JCAHO compliance.

Introduced workflow shifts that improved turn-around time for service imaging and final report.

Structured department workload vs. staffing model to reduce overtime.

Boosted employee morale and attendance resulting in increased productivity and retention.

Set up HIPAA-compliant processes, implemented Privacy and Security safeguards; and trained staff on new regulations.

EDUCATION

METROPOLITAN UNIVERSITY – San Juan, PR

Master of Business Administration (MBA) in Management 2005

UNIVERSITY OF PUERTO RICO- Medical Sciences Campus – San Juan, PR

Bachelor of Management in Health Sciences

1998

3 P a g e Ileana Cruz, MBA, CRA

Associate Degree in Radiological Technology

1994

LICENSURE / MEMBERSHIPS

Certified Radiology Administrator (CRA), #979023, Expires 11/30/2016

American Registry of Radiology Technologist (ARRT), #516763, Expires 1/31/2016

Radiology Technologist, State of Florida, #CRT 85052, Expires 2/28/2015

Radiology Technologist, Commonwealth of Puerto Rico, License # 2106, Registrar #089961, Expires 2/28/2017

American Society Of Radiology Technologist(ASRT)

American Healthcare Radiology Administrator (AHRA)

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