Jennifer Hayes

443-***-**** **** Bear Meadow Lane Katy, TX 77449 ad2syj@r.postjobfree.com

PROFESSIONAL SUMARY

Dedicated healthcare leader that excels at using proven methods and technology to successfully cut costs, streamline operations and increase productivity.

EDUCATION

Dual Bachelor’s Degree

Towson State University

Major: Healthcare Management

Minor: Business Administration

Associate of Applied Science

The Community College of Baltimore County

Major: Business Administration

Qualifications and Competences:

Team Management

Leading, mentoring and coaching

Financial Reporting and Management

Continuous Process Improvement

Procedure Development

Procurement

Monitoring Key Metrics

PROFESSIONAL EXPERIENCE

Numotion (2009 – current)

Current Position: Director of Service Fulfillment

Summary of responsibilities:

Leads and oversees efforts of field technicians to assure effective repair services. Manages staff to meet company goals including targets for customer satisfaction and timely resolution for repairs and issues.

Functions:

Leads and directs team in providing repair services to customers assuring a high level of customer satisfaction and retention

Provides technical expertise and guidance to the team

Responsible for hiring, developing, coaching and performance management of staff

Identify and provide solutions for business processes and related field issues

Directs the completion of orders for replacement parts accurately and in a timely manner, to ensure the completion of warranty and return authorization documentation as appropriate

Works cross functionally with all other Numotion departments, coordinates service technicians, including optimization of scheduling and routing to assure quality and timely provision of service and repair

Works directly with the rehab fulfillment leader to maintain service inventory and service loaners/rentals in good operating condition

Leads and implements Numotion Service & Repair best practices (including safety & performance inspections) and driving universal service and repair processes within the territory

In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures

Ensures all activities and operations are carried out in strict compliance with company and government processes/regulations

Previous Position: Operations Manager

Summary of responsibilities:

Coordinate and manage the efforts of the branch personnel to ensure the provision of quality customer service while maintaining safe and efficient operations. Also assumes responsibility for effective and timely order processing.

Functions:

Managed daily activities of direct and indirect reports

Worked with Directors, Specialty Account Managers and Regional Vice Presidents to:

balance load of orders in process to maintain order processing efficiency.

meet and exceed financial goals. Fiscally responsible for direct branch related operating expenses such as office supplies, warehouse supplies, overtime, vehicle related expenses, etc.

Ensured:

customer care coordinator and service coordinator staff effectively manage orders in process through OIP meetings and delivery planning for rehab and service orders.

on-site physical inventory is effectively managed and controlled.

direct reports, facility and vehicles are within compliance with associated governing bodies.

direct reports effectively support the needs of Assistive Technology Professionals.

Seating and Service Techs are effectively scheduled.

that customer care coordinator and service coordinator staff maintain effective relationships with referrals and customers. Promotes Numotionlistens.com internally and externally.

that customer care coordinator and service coordinator staff can effectively work with other departments to move orders

the proper maintenance of facilities and vehicles.

Assessed competency, capacity and performance of direct reports.

Recruited, hired, trained, disciplined and terminated staff as needed.

Approved time and managed overtime for all direct reports

Previous Position: Customer Care Coordinator

Summary of Responsibility:

Point of contact for all rehab orders and ensure that all assigned orders are processed quickly and accurately so that the client’s mobility needs are met.

Functions:

Answered incoming calls from clients, therapists, payers, and the Assistive Technology Professionals

Processed new order intakes efficiently and effectively

Uploaded order files for the Assistive Technology Professionals

Requested, collected, and reviewed order documents to include clinical documentation

Communicated with all staff involved in order processing to allow for the most effective flow of orders being processed

Conducted research of related equipment on vendor websites

Familiarity with all of the products and services that Numotion provides

Genesis Healthcare (2006-2009)

Position: Lead Administrative Assistant

Summary of Responsibility:

Administrative point of contact and supply management.

Functions:

Transcribed physician orders

Purchased and maintained inventory and supervised prescriptions

Processed and monitored patient accounts from admission to discharge

Data entry

Medical records

Handled inbound and outbound calls to hospitals, physician offices, and arranged patient transportation

ADDITIONAL TRAINING

Business Ethics

Date Security

Performance and Leadership

HIPAA and Compliance

Fraud and Abuse

Environmental Health and Safety

References

Gregory Patch, Vice President of Engineering 713-***-****

Lou Mattesen, Director of Sales Operations 704-***-****

Judith Ramirez, Director of Operations Order Processing 469-***-****

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