ROXANA E. ERAZ

***** **** ***. *******, ** *****

acuj2d@r.postjobfree.com

909-***-****

OBJECTIVE

To obtain an upper management position; where I may apply my education, as well as my healthcare and human services background and experience

EDUCATION

University of Redlands Redlands, CA

Master of Arts in Management.

Focus Area: Ethical Issues, Leadership, Communication, Conflict Resolution, Decision Making, Human Resources Management, Strategy, Management Theory, Confidentiality and Trust, Corporate Social Responsibility, Employee Rights and Responsibilities.

Degree Received: 2013

University of Phoenix Ontario, CA

Bachelor of Science in Human Services Management.

Focus Area: Foundations of Human Services: Counseling, Social

Work, Psychology, Leadership, Confidentiality, Quality Management

Degree Received: 2007

Mt. San Antonio College Walnut, CA

Associate of Science Degree, Addictions Treatment

Focus Area: Drug and Alcohol dependency treatment, prevention and education

Degree Received: 2002

Certificate, Addictions Treatment

Focus Area: Drug and Alcohol dependency treatment, prevention and education

Certificate Awarded: 2002

State License issued 2002- (not current)

RELATED EXPERIENCE

Riverside Community Hospital 2015- Present

Manager, Risk Management (03/31/15 to 02/19/16)

-Responsible for handling internal complaints and grievances (Patient, Insurance or QOC grievances).

-Ensure completion and timely submission of all grievance response letters; in accordance with TJC standards.

-Meet with families and/or patients in room or in office to address issues/ complaints/ grievances/ potential litigation issues.

-Responsible for processing and follow- up of Recall notifications (medical supply, equipment, product, etc.)

-FDA reporting of medical equipment incidents

-EOC rounds- to ensure HIPAA compliance

-Department Employee Safety Officer (DESO) responsibilities

-Daily incident report review and assignment for follow-up

-SEA/ Root Cause Analysis participation; complete all chronologies of related incidents

-Responsible for updating Risk Management Department policies and procedures

Pomona Valley Hospital Medical Center 1998- 2015

Manager, Telecommunications/ PBX Department (2008-03/20/15)

- Responsible for all telephone, pager, and interpreter services

for the organization, including all affiliated off-site locations.

- Responsible for a staff of 14-16 telephone operators

- Assist in new grad (Medical Student) orientation and device set up

- Execute all management duties such as: vendor communications,

equipment replacement, service recovery, departmental

issues, evaluations and counseling, department staffing, payroll,

ensure staff compliance of health and safety requirements, staff

education and training, monthly budget variance reporting,

annual budget preparation, cost reduction, attend hospital

committee meetings (Life Safety, Emergency Preparedness,

Hazardous Material, Patient Safety, Security Sub-Committee,

Interpreter Services Task Force, Patient and Family Centered Care

Committee).

ACCOMPLISHMENTS:

2009- Involved in cost reduction for our Verizon phone service. In collaboration with our Telephone Techs and the Director of IS, managed to disconnect 225 lines which led to a cost reduction of over $200K

2012 through 2013- Involved in cost reduction and efficiency measures for our Hospital Telephone Directory. In collaboration with Marketing and Information Services, created an electronic printable version of our hospital directory. Total Cost savings to date about $6K per year.

ADDITIONAL EXPERIENCE

Risk Management Coordinator (2005-2008)

- Work closely with the hospital Risk Manager on all hospital legal

issues (malpractice, wrongful death, sentinel events, etc.)

- Work closely with hospital attorneys (scheduling depositions,

requesting medical records).

- Responsible for updating and maintaining all hospital insurance

coverage

- Respond to all patient complaints, and slip, trip and fall

incidents. Handle all follow-up and documentation related to

these incidents

- New associate orientation education on Risk Management and

Patient Relations

- Provided Advance Directive education to patients and staff

- Notary Public (for Advance Directives)

Administrative Assistant/ NICU (2000-2005)

- Perform all administrative duties for the Director of Children’s

Services:

- Responsible for maintaining her calendar and schedule

- Responsible for filing, power point presentations, clerical duties

data entry, scheduling, taking minutes

- Maintain all NICU and Pediatrics physicians hospital

privileges and all related medical staff documentation

Patient Account Representative (1998-2000)

- Responsible to aggressively collecting on 150-200 open accounts

(depending on assigned alpha)

-Customer service/ assist callers with payment arrangements

-Processed loans/ Approved accounts for bad debt

-Worked assigned accounts for payment

-Rotated into the telephone dialer to work accounts

- Process cash and credit card payments

- Rotated Financial Counselor duties in the Admitting Department,

when they were on extended vacations or LOA’s

Family Health Center 1996-1998

-Receptionist

-Front office duties: scheduling, phones, data entry, filing

-Interpreting for Spanish speaking patients during consults

Pomona Community Crisis Center 1999-2001

- Counselor

- Started as an Addictions Treatment Counselor/Educator Intern and was hired on as a staff counselor. I was working two jobs; both at the hospital and the counseling center. Facilitated groups and classes for: Court ordered Anger Management, Drug Diversion, DUI, and Domestic Violence

MEMBERSHIP

Gobaud Orthopedic- 1995- 1996 1993-Present

Physiotherapy Assistant

- Front office duties: phones, data entry, filing

- Back office duties: set up and break down of the physiotherapeutic

treatment rooms

Pomona Valley Chiropractic Center 1993-1995

Receptionist

- Front and back office duties: phones, data entry, filing, typing,

payment processing

-Assist the Chiropractor on all new patient (female) consults

-Set up and break down of the physiotherapeutic treatment rooms

-Maintain all supply inventory (medical, non-medical)

-Interpret (Spanish) during consults and treatment appointments

California Patient Relations Association

California Association for Alcohol/ Drug Educators

REFERENCES

Available upon request

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