FARRON B. STEEL
Mesa, Arizona 85209
E Mail: acwwv3@r.postjobfree.com
CAREER SUMMARY
OVER 30 YEARS OF LEADERSHIP EXPERIENCE IN HEALTHCARE MANAGEMENT, BOTH OPERATIONAL AND TECHNICAL.SOLID BACKGROUND IN MANAGED CARE,CUSTOMER SERVICE, PRODUCTION,QUALITY ASSURANCE AND TECHNICAL OPERATIONS. PROVEN TRACK RECORD IN:
CUSTOMER SERVICE TRAINER MOTIVATIONAL LEADERSHIP
CONTINOUS QUALITY IMPROVEMENT BUDGET DEVELOPMENT
CLINICAL MICROBIOLOGY EXTENSIVE SALES-MANAGED CARE
EXTENSIVE CALL CENTER MGT PHARMACY TECNICIAN TRAINEE CT
PROFESSIONAL EXPERIENCE
CVS PHARMACY TECHNICIAN- MAY 14,2016 – AUGUST 16, 2016
Performed all duties as a Pharmacy Technician with ongoing Training
Serviced all Customers picking up and dropping off new Prescriptions
Worked at the Drive-through station
Processed Prescriptions to hand off for Pharmacist Verification
Numerous other Pharmacy Job Responsibilities functional to the Department
REAL ESTATE KELLER WILLIAMS AND HOMESMART REALTY - MARCH 2006 – 2016
STARTED MY OWN REAL ESTATE GROUP/TEAM IN ASSOCIATION WITH VARIOUS BROKERS
INVESTOR IN HOME PURCHASES
WORKING WITH SELLERS AND BUYERS
ASSISTED OTHER AGENTS IN LEARNING THE SHORT SALE PROCESS EFFECTIVELY
ASSISTED IN RENTALS
FREE CONSULTATION
AVERAGE MONTHLY INCOME $10,000 (THIS IS INCLUSIVE OF PERSONAL INVESTMENTS OUTSIDE OF THE TWO BROKERS I WAS WORKING THROUGH AT THE TIME)
FARRON B. STEEL – PAGE 2
SONORA QUEST LABORATORY – JANUARY 2001 – FEBRUARY 2009
BILLING CUSTOMER SERVICE CALL CENTER SUPERVISOR
INTRODUCED NUMEROUS SIX SIGMA PROJECTS ENGAGING ALL THE EMPLOYEES IN IMPROVING OVERALL CUSTOMER SERVICE,RESPONSE
TIME,CROSS TRAINING WITH OTHER SERVICE AREAS TO HELP MEET DEADLINES. RESULTS:
RESPONSE TIME IMPROVED OVER 69%
MAIL DELIVERY RETURNS IMPROVED 86% IN TAT
ALL MEASURED DATA PERTAINING TO THE BILLING CALL CENTER IMPROVED ON AN AVERAGE OF 90%
INTRODUCED AN EXCELLENT EMPLOYEE REWARDS PROGRAM BASED ON MONTHLY, SEMI-ANNUAL AND ANNULAL ACCOMPLISHED GOALS
DEVELOPED A NEW IVR SYTEM THAT BECAME A FUNCTIONAL IMPROVEMENT FOR ALL SERVICE AREAS IN THE LABORATORY
MANAGED ALL ASPECTS OF QUALITY CONTROL MONITORING AND TRAINING FEEDBACK
RESPONSIBLE FOR CAPITAL BUDGETS AND NEW PROGRAM DEVELOPMENT TO FACILITATE IMPROVED NEW EFFICIENT PROGRAMS
SMITHKLINE BEECHAM CLINICAL LABORATORY -DECEMBER 1989 – DECEMBER 2000
CUSTOMER SERVICE BILLING MANAGER FOR BILLING & CALL CENTERS, & MANAGED CARE QUALITY ASSURNCE SALES LIAISON
MANAGED ALL OPERATIONAL ASPECTS OF BOTH THE CLIENT SERVICE AND BILLING DEPARTMENTS, SUPERVISING A STAFF OF APPROXIMTELY 75 EMPLOYEES
FACILITATED & SUPERVISED THE IMPLEMENTATION OF NEW STREAMLINED SYSTEMS AND PROCEDURES TO ENHANCE COST EFFECTIVENESS AND THE QUALITY OF SERVICES,FOCUSING ON ALL CALL CENTER STRATEGIES & STATISTICS
MANAGED ALL CAPITAL & OPERATIONAL DEPARTMENT BUDGETS /EXPENDITURES
IMPLEMENTED AND MAINTAINED EFFECTIVE TRAINING AND DEVELOPMENT PROGRAMS FOR ALL PERSONNEL
ADMINISTERED PERFORMANCE EVALUATIONS,CONSTRUCTIVE FEEDBACK AFFIRMATIVE ACTION & PROBLEM RESOLUTION
FACILITATED CQI TEAMS TO IMPROVE OPERATIONAL PROCEDURES,TO ENSURE CLIENT SATISFACTION & ENHANCE EMPLOYEE INVOLVEMENT VIA SIX SIGMA PROJECTS : RESULTS: CALL CENTER RESPONSE TIME 45% (20 SECONDS) ; BILLING TAT AND RESOLUTION 35%
FARRON B. STEEL – PAGE 3
MANAGER OF SPECIMEN PROCESSING
MANAGED OVER 40 EMPLOYEES WITH SCHEDULING, COUNSELING, TRAINING AND MOTIVATION SKILLS
REVIEWED CAPITAL BUDGET & EXPENDITURES
IMPLEMENTED & MONITORED A COMPREHENSIVE PRODUCTIVITY PROGRAM WITH STANDARDIZATION,INCENTIVE PROGRAMS & MONTHLY REVIEWS
CONCEPTUALIZED AN EFFECTIVE QUALITY ASSURANCE PROGRAM USING CQI
TO STIMULATE SELF MOTIVATION & IMPROVEMENT
ACQUIRED A STRONG SAFTEY PROGRAM TO MEET ALL OSHA REQUIREMNETS
INTRODUCED A THOROUGH TRAINING PROGRAM FOR NEW EMPLOYEES & ONGOING CONTINUING EDUCATION LECTUREFACILITATED A SIX SIGMA TRAINING PROGRAM WITH THE SPECIMEN PROCESSING AND MICROBIOLOGY DEPARTMENTS IN THE EVENING. RESULT: INCREASED TAT OF SPECIMENS AND REPORT TIMES TO PHYSICIANS BY 55%
MERCY HOSPITAL IN MARYLAND-MEDICAL TECHNOLOGIST II – MICROBIOLOGY
JANUARY 1998 – DECEMBER 2000
OPERATED SPECIAL SEROLOGICAL FLUORESCENT PROCEDURES ( ANA, CHLAMYDIA,FTA ECT)
ASSISITED WITH ALL ROUTINE EXAMINATIONS IN AREAS OF BACTERIOLOGY,PARISITOLOGY, MYCOLOGY & MYCOBACTERIOLOGY
ENVIROMENTAL MICROBIOLOGY- WORKING WITH WATER SAMPLES AND AIR POLLUTION AS RELATED TO COSMETICS
OPERATED ON THE BOARD OF EPIDEMIOLOGY IN A COUPLE OF THE HOSPITAL ENVIROMENTS
OTHER RELATED EXPERIENCE
SOUTH BALTIMORE GENERAL HOSPITAL- BALTIMORE MD.
DEPARTMENT MANAGER – MICROBIOLOGY
DAMON MEDICAL LABS- BALTIMORE MD
DEPARTMENT MANAGER – MICROBIOLOGY
LONG & FOSTER REALTORS- BALTIMORE MD
REAL ESTATE AGENT AND CONSULTANT
EDUCATION
BACHELORS OF ARTS & SCIENCE – MICROBIOLOGY & ENGLISH
UNIVERSITY OF MARYLAND – COLLEGE PARK
PHARMACY TECHNICIAN TRAINEE CERTIFICATION
FARRON B. STEEL - PAGE 4
OTHER TRAINING & ASSOCIATIONS
FRONT LINE LEADERSHIP – ZENGER MILLER
MASTERING CHANGE- MC ASSOCIATES
MANAGING MULITIPLE PRIORITIES – DUNN AND BRADSTREET
AQUIRED A BLACK BELT IN SIX SIGMA TRAINING
AMERICAN SOCIETY OF MICROBIOLOGY
SIX SIGMA BLACKBELT TRAINING