Customer Service Management

Gordon Hessie, M.B.A., B.S., C.N.M.T., R.T. (N.M.)

Fort Saskatchewan, AB 780-***-**** ******.******@*****.*** www.linkedin.com/in/gordonhessie

DIRECTOR OF RADIOLOGY

Driving revenue growth Managing capital projects Building high performing teams

Senior Executive offers MBA and 14 years as a Director of Radiology. Outstanding track record for exceeding revenue, profit and volume targets. Highly strategic in developing new programs and creating new revenue streams. Persuasive, people-oriented servant leader with a talent for building trust, fostering accountability, improving employee engagement and creating a service culture. Lean focus (Six Sigma Green Belt). Dual Citizen (U.S. & Canada)

Proven success in leading revenue & profit growth in competitive markets

SKILLS

Strategic Planning Budgeting P&L Management Revenue & Profit Growth Business Analysis

New Program Development Capital Purchases Construction Management New Facility Setup

Operations Management Staff Management Service/Quality Management Contract Negotiation

PROFESSIONAL EXPERIENCE

University of Alberta Dentistry Clinic, Edmonton, AB Clinic Manager Feb 2016 - Sept 2016

Directed 7 managers (67 FTE’s) and provided administrative oversight for a university teaching clinic that performed 30,000 procedures/year. Led strategic planning, budgeting, capital planning and procurement. Oversaw recruitment, leadership training, performance management, clinic operations, service delivery and quality management. Served on the Faculty of Medicine & Dentistry’s Executive Team, with input into decisions. Role was abolished due to budget cuts.

Completed a comprehensive business analysis of all aspects of clinic operations, and created a strategy to improve financial performance with new models for staffing, student training equipment usage and inventory management.

Delivered an $80,000 annual cost savings by negotiating a single source vendor contract for clinic supplies.

Returned to Canada, Fort Saskatchewan, AB Dec 2015 - Present

Due to a family emergency with both of my parent's health, I returned to give patient care to my mother who was going through open heart surgery and my father was recovering from a stroke. As I am a strong believer in patient care excellence and its administration, it was imperative to see to my parent's health until they were able to recover.

Los Alamos Medical Center, Los Alamos, NM Director of Radiology Jan 2015 - June 2015

Acquired this opportunity as a change agent for the Radiology which was in financial crisis. Managed 20+ FTEs in delivering diagnostic imaging services (similar role as below) in this facility of approximately 100 beds. Left to move closer to my family due to serious illness with both parents.

Took charge of a department that was initially 7% below revenue budget, and successfully met $33M revenue target by increasing focus on marketing, outreach education and service excellence to become a provider of choice.

Providence Medical Center, Mobile, AL Director of Radiology/Outpatient Diagnostics Dec 2011-Sept 2014

Directed the Outpatient Radiology, Hospital Radiology, Neurodiagnostics, Sleep Labs, Central Scheduling, Central Transcription and Central Transportation departments, and provided interim oversight for the Emergency Department. Oversaw 9 managers (~100 FTE’s) and a $7.5M operating budget at this facility of approximately 365 beds. Led strategic planning, capital planning, financial management, procurement, business development, leadership training/performance and service/quality management. Accepted this role as an opportunity for advancement with an organization that more clearly aligned with my mission and values.

Delivered $160M annual gross revenue (exceeded annual financial targets for 3 consecutive years).

Reduced supplies expenses and staffing costs to finish $566K favorable to budget on total operating expenses.

Improved staff coverage, teamwork and employee satisfaction by 15-20% by merging several departments.

Saved 2 sleep centres from imminent closure by reversing initial $40K/year loss into a $300K/year profit, then opened a third sleep lab ($1.6M), which generated an additional $1.2M/year revenue. Managed capital purchases, construction & installation, designed floor plan & staffing model, and kept this project on schedule and on budget.

Ochsner Medical Center, New Orleans, LA Director of Imaging Services Apr 2011 - Oct 2011

Directed 9 managers (~190 FTE’s) and a $32M annual operating budget, with similar responsibilities as above. This facility is approximately 670 beds.

Delivered $240M annual gross revenue (exceeded budget) and an $800K annual cost saving by bringing third party teleradiology service in-house, renegotiating vendor contracts and eliminating unnecessary services.

Improved MRI/ultrasound patient access by 4+ days (more competitive, higher physician/patient satisfaction).

River Region Health System, Vicksburg, MS Director of Diagnostic Imaging Mar 2009 - Apr 2011

Led 37 FTE’s in this 220 bed facility generating $120M annual gross revenue (exceeded targets both years) with 80% less overtime. Reversed a 2 year declining sales trend to deliver 11% volume growth by partnering with CEO to negotiate a contract with a new radiologist group (improved patient access, hours of service and client/physician satisfaction).

Eliminated 70% of Women’s Center patient no-shows & cut mammography appointment backlog by 5 weeks.

Led the department through a JCAHO PPR survey with zero requirements for improvement.

Wuesthoff Health System, Rockledge, FL Director, Diagnostic Imaging/Scheduling Jan 2007 - Sept 2008

Directed 81 FTE’s (diagnostic imaging/scheduling) in achieving $115M annual gross revenue (exceeded budget).

Implemented a new Women’s Breast MRI program, including market research, business case, presentation to CEO, capital purchases, construction project management, protocol development, staff training and marketing.

Increased MRI gross revenue by 32% by changing policy to prevent unbillable inpatient volumes.

Identified and successfully recovered $750K in non-captured exam charges.

Led the department through a JCAHO recertification survey with zero requirements for improvement.

River Region Health System, Vicksburg, MS Director of Diagnostic Imaging June 2005 - Jan 2007

Managed ~ 60 FTE’s at 5 diagnostic imaging clinics and 2 hospital campuses

Increased imaging volumes by 9% and underwent a JCAHO PPR survey with zero requests for improvement.

Developed and implemented the Cardiac Computed Tomography Angiography (CTA) Program; procured a 64-slice VCT, project managed construction, developed protocols and implemented training for this new service.

Chaired the Women’s Wellness Program Committee (developed outreach program aimed at decision makers).

Instructed weekly classes on customer service excellence for the entire health system (1500 employees).

Philips Medical Systems, Atlanta, GA Nuclear Medicine Specialist Jan 2005 - May 2005

Consulted with multiple hospitals to maximize the potential of their nuclear imaging systems and improve patient care.

Byrd Regional Hospital, Leesville, LA Director, Diagnostic Imaging/Scheduling Sept 2002 - Dec 2004

Led 22 FTE’s in achieving a 15% YOY volume increase at Byrd Regional’s Diagnostic Imaging Department.

Built a new $20M Outpatient Diagnostic Imaging Center at sister hospital Sabine Medical. Project managed design, construction and equipment purchases. Created a staffing model, diagnostic imaging protocols and quality control processes/procedures. Hired staff, ensured regulatory compliance and secured JCAHO certification.

Set up a Cardiac CTA Program ($900K+ revenue stream), including design, construction & capital purchases.

Saved $1.4M over 7 years by phasing out mobile MRI services and bringing the modality in house.

EDUCATION

Master of Business Administration Degree (MBA) California Coast University 2004

Magnetic Resonance Imaging Certificate Medical Imaging Consultants 2004

Bachelor of Science Degree (Management) California Coast University 2002

Nuclear Medicine Technology Diploma SAIT/Edmonton School of Nuclear Medicine 1996

Professional Development: Six Sigma Green Belt, Process Mapping, NIMS Disaster Preparedness 100-900

PROFESSIONAL AFFILIATIONS

Society of Nuclear Medicine Nuclear Medicine Technology Certification Board C.A.M.R.T.

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