Customer Service Sales

Ann-Marie Natali

Auburn, WA

********@*******.*** - 253-***-****

Values-driven leader with broad transferable skills.Passionate educator with dynamic, approachble style. Strong operations experience, complex problem-solving skills, proven business development / strategic planning expertise. Skilled in developing and leading teams, making difficult decisions, delivering revenue and performance results in challenging climates. Able to implement aggressive goals and reverse negative trends while maintaining personable demeanor.

Authorized to work in the US for any employer

WORK EXPERIENCE

Director of Mission and Ethics - Columbia Network (Southwest Washington) PeaceHealth - Vancouver, WA - September 2014 to Present Responsibilities

*Executive team member responsible for mission integration, ethics culture advancement and leadership of community benefit strategy

*Leadership of multi site spiritual care departments including supervision of managers and ethicists

* Coach for senior leadership team to guide corporate alignment of mission and values with strategic initiatives

*Clinical bioethicist responsible for large urban trauma center and ancillary support services

* Leader for annual corporate cultural assessment of mission and values integration

*Educator for clinicians, new employees, local universities and community groups related to ethics

*Designer of leadership self care program and resiliency preparation for major software installation

*Process and policy owner for issues related to clinical and organizational ethics

*Partner with corporate integrity to assess employee values framework and provide recommendations post privacy violations

*Collaborative relationship with legal, risk management on high profile/complex patient care conflicts

*Team lead for Critical Incidnet Stress Debriefing Director of Ethics

Prividence Health and Services - Anchorage, AK - June 2012 to September 2014 Responsibilities

*Ethicist for largest integrated health care delivery system in Alaska

*Functioned across large trauma center, multiple critical access hospitals, assisted living centers, skilled nursing facilities and ancillary services

*Conducted monthly ethics education courses for clinicians and employees

*Secured funding and introduced Schwartz Rounds to medical center - served as facilitator of emotionally charged case presentations

*Served on interdisciplinary palliative care team

*Advisor for clincal pastoral care program in large spiritual care department

*Designed desicion making matrix and protocol for uninsured patient access to clinical research trials

*Community speaker for community multi-faith critical thinking series "Is It Fair and Just"? Project Manager - Business Development and Strategic Planning DaVita Inc - June 2008 to June 2012

• Implemented Strategic initiatives in collaboration with VPs and Regional Directors

• Regional leader for implementation of competitive intelligence initiatives

• Provided financial and process analysis for strategic programs and hot spot management

• Developed consolidated data organization system for strategic tracking Ethics Committee Member

Good Samaritan Hospital - Puyallup, WA - September 2006 to May 2012 Responsibilities

*Conducted qualitative assessment of committee members' ethics knowledge and consultation skills

*Designed comprehensive education program to elevate baseline skill level of commiittee.

*Participated in discovery phase of ethics consults to report to full committee

* Facilitated ethical deliberation of cases presented to committee for recommendations Hemodialysis Program Instructor

Clover Park Technical College - February 2008 to June 2008 Lakewood, WA

• Assumed program under emergency circumstances at request of the Dean of Health and Human Services

• Reviewed, evaluated and developed urgent plans for students to complete coursework and graduate on time

• Developed Curriculum, arranged for clinical rotation placements, counseled students upset about fragmentation

• Reported progress to Dean for review, continued support and approval

• Maintain enrollment of all students to guarantee federal funding of program

• 100% graduation rate, 100% employment placement rate of students Facility Administrator

DaVita Inc - November 2001 to May 2008

• Responsible for overall clinical operations, outcomes and facility maintenance for kidney dialysis facilities

• Managed professional teams of clinical and support personnel - many mentored into leadership roles

• Maintained employee retention >90% 2003-2007 - recognized as national Best Practice champion

• Implemented physician driven policy and procedures - Annual Quality audits all >95% (2001-2007)

• Initiated and monitored Quality Improvement Projects: Clinical, Patient, Community Presence Effectiveness

• Resolved patient concerns and complaints - Nominated for National award for Service Excellence 5/2007

• Maintained record breaking growth (2002-2005) in highly competitive environment

• Managed P&L of >10 million annual EBITDA revenue cycle

• Maintained WA State and National certification as Patient Care Technician

• Assumed management of several additional facilities to stabilize for new leadership

• Developed Marketing Plan for opening of new facility in Oregon

• Arranged media contacts, purchased media and developed press releases

• Organized open house for community awareness - political contacts, catering, staging, invitations

• On-site Member of Corporate Integration Team for acquisitions in Boise, Idaho and Detroit, Michigan

• Introduced company and mission to audiences of 250+ for new acquisitions

• Conducted due diligence surveys for acquisitions - developed plans for improvements and revisions

• Mediated employee challenges, resistance and confrontations during acquisitions

• Made suggestions for disciplinary action, coaching and terminations during acquisitions

• Audited acquisition progress, completed verbal and written recommendations to senior management Ethics Intern (Paid)

Veterans Heath Association - National Center for Health Care Ethics - Seattle, WA - May 2007 to August 2007

Responsibilities

*Participated in clinical ethics consultations with rotating Ethicist on call

*Reviewed and edited final documents in preparation for publication of comprehensive IntegratedEthics program

*Prepared written summaries of clinical ethics consults

*Reviewed policy/procedure and provided recommendations for improvements Health and Safety Instructor (Part time/Bilingual)) American Red Cross - Seattle, WA - January 1999 to January 2004

• Instructed workplace classes at corporate, industrial and medical settings

• Certification in Adult/Child/Infant CPR, First Aid, Workplace Safety and Blood Bourne Pathogens

• Advance Certification in HIV/AIDS, AED, Disease Transmission, CPR for Professional Rescuers

• Excellent, communicator - Multicultural settings with diverse populations Lead Billing Software Trainer

DaVita Inc - Tacoma, WA - December 1999 to August 2001

• Provided instruction for proprietary billing software systems and Microsoft desktop applications

• Provided real - time support and trouble shooting for daily software functions

• Managed the curriculum and trainer schedule for large corporate office

• Responded to management concerns to address training needs

• Developed curriculum materials for new corporate initiatives Senior Operations Supervisor

Clipper Navigation, Inc - April 1995 to December 1999

• Managed 70-85 rotating customer service and deck personnel in high volume customer service environment

• Evaluated, disciplined, counseled and documented crew compliance and performance

• Monitored crew compliance with US Coast Guard and DOT drug testing regulations, arranged for post accident testing

• Maintained WA State EMT Certification - in charge of first aid and training, response for medical emergencies

• Prepared US Custom and Immigration paperwork for vessel clearance, vessel legal representative

• Controlled and monitored cash flow, Intl exchanges and reconciliation - including regulated stock (Duty Free)

• Resolved passenger conflicts and complaints with full autonomy and authority for outcomes

• Maintained accurate records of passengers, crew and vessel logistics for corporate and US Coast Guard regulations

• Maintained Merchant Marine / Able Bodied Seaman license through US Coast Guard National Sales Manager

Clipper Navigation, Inc - November 1993 to April 1995

• Managed existing international group accounts while simultaneously generating new international accounts

• Created, reviewed contract for final signature - primarily Pacific Rim clientele

• Resolved customer complaints remotely via phone, fax - Managed internal conflict, operational breakdowns

• Met with wholesalers at national conventions - Built trusting relationships with Pacific Rim clientele

• Sold ancillary products to core package - High commission, high revenue up-selling

• Worked with Seattle Chamber of Commerce on International excursions Tour and Travel Sales Rep

Clipper Navigation, Inc - September 1990 to October 1993

• Called on travel agents, hotel concierge in WA, OR - Personally delivered high commission checks

• Fulfilled marketing materials, special requests, attended national trade show circuit

• Resolved conflicts between sales and operations to satisfaction of both Sales Representative

Clipper Navigation, Inc - July 1989 to August 1990

• Call center leader for entry sales and conversions

• Trainer for new employees, new projects, new software

• High volume, commission, revenue and sales leader EDUCATION

Doctorate in Bioethics

Loyola University Chicago - Chicago, IL

2011 to 2014

MA in Bioethics and Health Policy

Loyola University Chicago - Chicago, IL

2010

MBA in Global Management

University of Phoenix - Seattle, WA

2006

BA in Philosophy

Carroll College - Helena, MT

1989

GROUPS

President - Board of Directors Hospice of Anchorage September 2013 to September 2014

Home Hospice Volunteer - Providence Hospice Services April 2014 to September 2014

NODA (No One Dies Alone) Volunteer Providence Alaska September 2013 to September 2014

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