Customer Service Project Manager
Resume:
Mary C. Karlson Resume
Qualifications for position
Claire
Qualifications
1.Master’s Degree in Business Administration with Major in Health Care Management. RN, BSN
2.Management/Leadership positions for 13 years, training position for two years in a management position
3.Strong interpersonal and communication skills; ability to speak clearly. Excellent Customer Service skills with a friendly attitude.
4.Strong organizational skills and attention to detail with accounting and billing programs, credentialing and customer service for over 10 years
5.Ability to handle pressure with poise and finesse, determined and effective problem solving skills
6.Strong leadership and a professional image
7.Have military ethics training in order to be responsive to all emergency situations as needed, immediately acting on issues and resolving them or upgrading the issues to supervisors when needed.
8.Takes pride in making sure expectations of Management are met.
9.Monitors staff and part time personnel to assist with back office marketing, while keeping up with daily bookkeeping of A/P and A/R
10.Additional responsibilities as assigned, with a “Can Do attitude”.
11.Pleasant and Professional and a multi-tasker
Mary (Claire) Karlson
P.O.Box 1236
Show Low, Az. 85902
Education
- Master of Business Administration/Healthcare Management
University of Phoenix, Phoenix, AZ. JAN 2009
-Bachelor of Science Degree, Nursing
East Central University, Ada, Oklahoma MAY 1992
-Winter Park High School – Winter Park, Florida
May 1968 General studies High School degree MAY 1968
License
-Registered Nurse# 079798 Arizona APR 2027
Professional Experience
Retired from workforce 2015 -2023.
Worked as Chief Financial Officer Volunteer for Short Wing Piper Club, Inc., during this time frame.
MD24 House Call, Inc. AUG 2015 - MAR 2016
14780 West Mountain View Way Salary: $36,000 Annual
Surprise, AZ 85374 Project Manager
Dr. Linh C. Nguyen, CEO/Founder Position dissolved
MD24 House Call, Inc. was created to provide in the home health care by Clinicians for those patients that are High Risk and/or Home Bound. Providing Marketing
Project Manager for Franchising: Develop Manuals and advertised in Journals, Trade Magazines,
Conferences.Providing differentiation between products and service while returning investment costs. Franchise for Western United States first. Tucson, AZ priority.
Project Manager for accreditation of (ISO) International Organization Standardization.
Create Project Plan and training manual for Management training. Coordinate with management for staff training.
Core duties and responsibilities include the following. Other duties may be assigned.
Reviews project proposal or plan to determine time frame, funding limitations, procedures for accomplishing project, staffing requirements, and allotment of available resources to various phases of project.
Establishes work plan and staffing for each phase of project, and arranges for recruitment or assignment of project personnel.
Confers with project staff to outline work plan and to assign duties, responsibilities, and scope of authority.
Directs and coordinates activities of project personnel to ensure project progresses on schedule and within prescribed budget.
Reviews status reports prepared by project personnel and modifies schedules or plans as required.
Prepares project reports for management, client, or others.
Confers with project personnel to provide technical advice and to resolve problems.
Coordinates project activities with activities of government regulatory or other governmental agencies.
Oversees development of new projects after site plan approval is obtained.
Oversees the establishment of budgets and schedules for company’s underwriting process.
Coordinates with other company team members’ critical dates and sharing of innovations learned during development projects.
Manages the process of development after contract approvals are obtained.
Communicates with development team deliverable expectations and oversee the timely completion of milestones.
Expedites project as needed.
Tracks costs versus budget
Up holds the ethics and values of the company
Senior Regulatory Analyst/SR Regulatory Research Officer MAY 2009 - JAN 2015
FDA/CDRH/OMO/DEMO/ICCM FT Base Salary- $98,391.60
Silver Spring, MD. Supervisor: Kathy Walker (retired) Retired from PHS
Senior consultant /Analyst that provides technical and professional guidance on all aspects of the Center for Radiological Health, Division of Ethics and Management Operations, Integrity, Communications and Conference Management Branch.
Provides, creates, maintains budgets and budgetary guidance for the Division of Ethics and Management Operations and Integrity, Communications and Conference Management Branch
Leadership and management over Administrative personnel
Designs special programs plans, initiates, and evaluation of projects and policies to address program issues for review.
Directs and manages the implementation of approved projects and initiatives.
Assesses plans, develops, implements and evaluates the direct and contract resources of the programs
Monitors progress of assigned programs and projects to ensure that all functional areas (clinical, consultation, ADP operations, educational and research) reflect a scope, quality and quantity consistent with the policies, regulations, standards and guidelines of the PHS and nationally recognized professional organizations.
Recommends new initiatives as well as modifications of ongoing activities, program development and ongoing initiatives and strategies to senior officials.
Principal advisor on matters concerning program policy and regulations.
Represents the program in specified local, State and National meetings.
Provides authoritative interpretation of policy and regulations to other agencies and organizations.
Collaborates with senior officials of other federal agencies in efforts to enhance or augment the basis goals of PHS.
Provides timely transfer of information to program elements and other activities in the organization.
Coordinates, interprets and seeks support for policies, procedures, programs, plans or individual actions (often of a controversial and complex nature), demanding careful communication, tact and diplomacy.
Mentoring Lead Coordinator for the Career Development Sub-committee of the NPAC
Member of the Events Sub-committee of the NPAC
Health Service Administrator NOV 2006 – MAY 2009
Dept. of Homeland Security, Division of Immigration Health Salary FT $95,000
Florence Processing Center
Florence, Az. 85232 Supervisor: CAPT Diane Aker/CAPT Phillip Jarres (retired)
Health Service Administrator for 750 bed Immigration Customs Enforcement Agency
Isolated/Hardship (ISO/HAR) facility that is also considered a hazardous duty site (HHH).
Supervisor for an allocated staff of 40 which consists of a Clinical Director, Psychologist, Psychiatrist, Assistant Health Service Administrator, Social Worker, Physician Assistants, Nurse Practitioners, Registered Nurses, Licensed Practical Nurses, Medical Records Technicians, and an Assistant Administrator.
The detainee population is primarily from Central America: Guatemala, El Salvador, Mexico, Ecuador
I proud to say that I optimize and gain the maximum productivity from employees, who provide routine and emergency care in a clinic/jail setting with a detainee intake over 48,500 and transfers over 31,200 a year.
The oversight of the clinic operations, procurement, contracts and accreditation is my main responsibility. The clinic’s daily census is approximately 240 patient visits. Annually we see approximately 42,000 detainee visits and a provider encounter work load of over 61,240 visits.
I maintain a strict budget and on the average I am able to remain under budget of the allocated three million dollars for our clinic expenditures, not to include salaries, training or other miscellaneous expenses.
The best part of my position is the acquisitions, procurement and contracts. I do so enjoy working with others and seeing a plan come together, on time and under budget.
Creating new relationships and collaborating with teams and providing oversight and administration of contracts is exciting yet rewarding. I provide technical interpretation of their services, evaluations and approval of obligated funds on the contract.
As the Quality Assurance Manager for contracts and products, I monitor the risk management issues for employees on the job and find solutions and preventions to those risks.
Certification of invoices and completed on a timely basis for payment through the Veterans Administration.
Another duty I perform is the acquisition of supplies/services and other expenditures with GSA SmartPay Purchase Card, comparing month end expenditures with funds obligated on the contract.
I research and development contract procurement, collaboration and control for services on computer and printer equipment for my facility in the local area with the consensus of Headquarters IT department for my facility.
As the Project manager for the Eloy facility, I am responsible for the contracting of expansion of additional 700 beds. Working with various contractors in bids for purchase of new equipment, cabinetry and mechanical equipment. Providing final verification, oversight and documentation of the contractor’s performance for the lab and pharmacy contracts.
Reviews policies, procedures and local operating procedures for accuracy
Case Management/Liaison for Immigration Customs Enforcement of detainee’s provided through liaison activities with other Health Service Administrators in Federal Corrections Corps facilities and Corrections Corps of America.
Training of staff provided throughout the year, providing in-services given by staff members, ICE annual training and/or from outside organization
Yearly training on equipment, maintain Electronic medical record trading for all staff and monitoring of recalls for pharmaceutical recalls on drugs and equipment.
Maintains JCAHO, NCCHC, NDS and ACA accreditations
Designs and Develops Tele-Health program and training modules for Division wide training.
Staffing Officer II SEP 2001 – NOV 2006
Public Health Service Headquarters FT Base Salary $95,000
Office of Commissioned Corps Operations Changed PHS job to PHS FDA
Division of Commissioned Corps Assignments
Rockville, MD 20852 Supervisor: CAPT Terry Golden, CAPT Janet Dumont 703-***-****,CAPT Gloria Ames (ALL RETIRED)
Category Management of Nursing program, and other categories.
Supervised HR & ancillary staff in Headquarters, Division of Commissioned Corps Assignments under supervision of the Director of Commission Corps Assignments; developed evaluations and analyzes performance, approved time and attendance in ITAS. Instructed staff on skills required for completing job requirements. Developed and provided Standard Operating Procedures for employees to follow. Provided access reports to stay in school employees to assist them in documenting their time and attendance
Acting Director of the Division of Commissioned Corps Assignments in the absence of the Director
Liaison for Recruitment for Nursing, Engineers, Therapists, Dietitian, Medical, Pharmacist and other various categories for all the different agencies within the Department of Health and Human Services Planned and coordinated recruitment activities to assure awareness of the Commission Corps
Liaison of the Nursing Program for the Office of Commissioned Corps Operations of the U.S. Public Health Service Commissioned Corps
Analyzed complex positive and negative factors affecting successful recruitment: National, Regional, State, Agency and Site level
Liaison of Commissioned Corps Agency Billets - Developed critical relationships with agencies, CPOs, PACs, professional organizations and schools.
Short notice meetings, recruitment trips, or public presentations, assumes branch duties as needed when shortages or emergencies occur
Knowledge of all the branch team projects: retention, associate recruitment, customer service, details, PHS Recruitment and Retention analytical data, COSTEP, Minority recruitment, Information Technology, Marketing
Analyzed, authorized application data and accreditation of potential applicants
Created and prepared waivers, and authorization letters to the Director, Office of Commissioned Corps Operations
Analyzed position description and civil service classifications for Commissioned Corps
Developed billets for agencies around specific job classifications
Maintenance of Oracle database for applicants of the Commissioned Corps
Knowledge of Commissioned Corps transformation to revitalize force management and
position vacancy billets
Developed addendum forms for Officers in non-clinical billets
Statistical reports for the Assignments Division and for the Chief Nurse of the Commissioned Corps.
Collaborated with contract agencies for the development of the new Commissioned Corps website
Technical monitor of recruitment logistics and collaborated with the Director to provide recruitment schedules and after action reports
Coordination with agencies, categories, and Liaison for proper documentation of personnel
actions, and creating billets for employee positions
Revised current billet descriptions to include specific information of job qualifications
Primary member of the Assignment Division management team
Presented for the Associate Recruiter Program of the Commissioned Corps
Associate Recruitment Program-worked with the program, providing input and data on CO’s recruitment efforts and advertising. Developed training modules and advertising for the ARP program. Provided data on CO’s recruitment efforts
Inactive Reserve Corps-assisted the program with accreditation of applicants and preparation of waiver letters for approval by the Directors office, data entry and entry of orders to be processed.
Provided data entry in the Vacancy Announcement tracking system
JOAG- Junior Officer Advisor Group presenter for mentoring of Junior Officers into the proper billet description 2005 COA
Team project manager of various projects (ie., Military review board) as assigned
Interacted with the Inactive Reserve Corps with accreditation of applicants and preparation of waiver letters for approval by the Directors office
Provided statistical reports for the Assignments branch and for the Chief Professional Officers categories that I managed
Management of the Commission Officers Association committee for the Division of Commissioned Personnel, presentations and booth for COA 2005, COA 2004, Member of the committee for COA 2003
ESF8 deployments as Chief Nurse and Chief Administrator. See below under deployments
Training Specialist/Pediatrics Head Nurse/ Med-Surg Nurse JUN 1992 – SEP 2001
Phoenix Indian Medical Center FT $93,500
Phoenix, AZ. Changed jobs for PHS HQ
Supervisor: Susan D. Hall/ CAPT Sandra D. Robinson
Provided staffing development for over 750 employees, at PIMC
Created and taught new employee orientation to hospital staff
Developed departmental orientation programs for hospital staff and nursing employees
Reviewed and assessed licensing and accrediting agency materials for training purposes
Instructor for CPR and JCAHO training, Zenger Miller – Achieve Global – Leadership In Context Course
Designed Provider orientation manual published and distributed to all medical personnel
Modified existing employee training plans when new trends and technology were introduced
Prepared specialized training courses to improve curriculum and in preparation for JCAHO accreditation
Mandatory requirements were maintained, updated and documented.
Analyzed and interpreted data to determine weakness of course teaching methods and tools for patient teaching
Marketed, designed and promoted staff development programs for quality assurance, and assisting PI manager with PI fairs, designed performance improvement tracking documents to meet JCAHO standards.
Technical monitor of the contracts for Nursing Schools and surveillance of student interns.
Acquisition and procurement of training courses for hospital personnel to meet Accreditation standards.
Created Standards and collaborated with the Medical Staff Education committee for continuing education for medical personnel
Technical monitor for the Summer Student External Program, acquisition of lab coats, schedules and other resources to provide a better learning environment and experience.
Editor for the Native American Newsletter for 2 years.
Continuing education programs were designed, developed and promoted for staff.
Coordinator for Healthy People 2000; Medical Education Committee providing CE’s for hospital employees
CLINICAL STAFF NURSE (PHS Temporary Duty Assignment) SEP 2000 – NOV 2000
Phoenix Indian Medical Center Medical Unit
Phoenix, AZ.
Clinical Staff Nurse on Medical ward to assist with patient care for a multidisciplinary unit.
Worked 12 hour day shift. Cared for Native American population with a variety of problems, including respiratory, diabetes, pregnancy, alcoholism. TB and HIV/AIDS.
Supervisory Clinical Nurse O-6 billet JUN 1996 – DEC 1998
Phoenix Indian Medical Center – Pediatric Unit FT $93,000
Phoenix, AZ. Changed PHS job for PHS same facility
Supervisor: MaryAnn McMakin / Charles S. Culver
Supervisor, Pediatric Unit, 22 bed ward for patients with diabetes, respiratory and gastrointestinal problems. Services utilized – surgical, pediatric, EENT. Age served newborn to 15 years.
Supervised nursing staff, 21 employees – 17 RNs, 2 LPNs, 1 NA, 1 Unit Clerk
Encouraged EEO/Affirmative employment
Joint Commission standards maintained and documented
Continuing education for staff encouraged and records maintained
Coordinated Pediatric float training program with other hospital units.
Supervised OB unit and 23 additional employees when coverage was needed.
Shift supervisor for Hospital during staff shortages and when coverage was needed.
Statistical reports prepared for cost effective nursing care
Quality Assurance and performance improvement projects organized and maintained
Coordinated student nurses from area colleges and assigned them to specific areas in hospital
Clinical Staff Nurse MAY 1993 - MAY 1996
Phoenix Indian Medical Center –Medical Unit FT $85,000
Phoenix, AZ. - Made PHS job change to increase billet
Nursing care for pediatric population: newborn to 15 years of age.
Acting Supervisory Clinical Nurse during supervisor’s absence.
Charge Nurse on a rotational basis assigning duties according to staffs specific skills and knowledge
Nursing Education Pediatric liaison promoting and maintaining nurses skills and knowledge.
Chairman for Pediatric Unit Hospital Policy and Procedures and Patient Teaching sheets.
Float nurse when unit activities and census was down.
Clinical Staff Nurse – Temporary Duty Assignment OCT 1995 – NOV 1995
Keams Canyon Indian Hospital
Keams Canyon, AZ.
Nursing care for Medical/Surgical/Pediatric/OB Units.
Cared for Native American population with a variety of problems, including respiratory, diabetes, pregnancy, alcoholism and HIV.
Clinical Staff Nurse JUN 1992 – MAY 1993
Phoenix Indian Medical Center FT $78,000
Phoenix, Az. Made billet change for promotion
Nursing care on Medical Unit for a multidisciplinary unit of family practice; internal medicine;
Eye, ear, nose and throat; podiatry, and OB/GYN. Cared for a Native American population with diagnosis of diabetes, Alcoholism, pregnancy induced hypertension, miscarriages and gestational diabetes, respiratory and infectious diseases, cancer, HIV.
Coordinator for Nursing Standards of Care
Charge Nurse on a rotational basis assigning duties according to staffs specific skills and knowledge
Jr. COSTEP Clinical Staff Nurse JUN 1992 – SEP 1991
Whiteriver Indian Health Service Unit
Whiteriver, Az.
Nursing care on Medical/Surgical Unit for a multidisciplinary unit of family practice; internal medicine; Eye, ear, nose and throat; podiatry, and Pediatric patients.
Transported stable patients via Life flight to and from the Phoenix Indian Medical Center
Uniformed Service Education/ Training
Information Systems Security Awareness
JUN
2012
2012 Professional Conference USPHS
JUN
2012
2012 Nursing Recognition Day
MAY
2012
Federal Advisory Committee Act Training
OCT
2010
2010 Profession Conference USPHS
MAY
2010
2010 Nursing Recognition Day
MAY
2010
Master’s Degree in Business Administration/Health Care Management
JAN
2009
2006 USPHS Nursing Category Day Professional Conference
JUN
2007
FEMA Disaster Management Courses
2006
2005 Professional Conference
25 CNE
2005
2004 Professional Conference
19.5 CNE
2004
NDMS training modules
14 CNE
2004
NDMS On-line response team training (Univ.of MD)
34.9 CNE
2003
2003 Professional Conference
15 CNE
2003
2003 Professional Conference
1.5 CNE
2003
Information Systems Security Awareness
2008
Toxins as Biological Warfare and Terrorism agents
2.4 CNE
2007
Basic Life Support (expires 03/2015)
2013
American Heart Association BLS Instructor Course
2006
Sexual Harassment/ USPHS
2006
Certificate Courses
Certified Lactation Counselor – Academy of Lactation Policy and Practice
2012
Federal Records Management
FDLI Medical Device Law
2010
2009
GSA SmartPay Purchase Card Certificate
2008
Immigration Law
2007
Zenger Miller – Achieving Global – Instructor Course
2005
Frontline Leadership in Context –
2005
Zenger Miller Certificate Course
2004
Uniformed Service Awards
Chief Nurse Award USPHS Four individual
Unit Commendation USPHS Twelve individual
Achievement Medal USPHS Four individual
Field Medical Readiness Badge USPHS One individual
Outstanding Unit Commendation USPHS Three individual
Isolated Hardship USPHS 2007
Response Service Award USPHS 2006
Crisis Response Service USPHS 2006
BOTC/IOTC USPHS 2003
Regular Corps Assimilation USPHS 2002
Office of the Secretary Badge USPHS 2001
Citation USPHS 2000
Bicentennial Unit Commendation USPHS 1998
Other Awards
Chief Nurse Award
Three individual USPHS – RADM Nesseler - Mentoring
USPHS – RADM Nesseler - Nursing Recognition Day
FDA-Employee of the Month
Certificate of Appreciation
Thirteen individual USPHS-Recognition from RADM Ramono for recruitment increase over goal
Assoc. Recruiter Program Badge
USPHS- RADM Davidson for coordination of the old personnel files Positive Action Award Nine individual
Current membership 1992- present
Reserve Officers Association (Life membership)
Non-USPHS Memberships
ShortWing Piper Club - Asst. Editor Az. Chapter 1994 - present
ShortWing Piper Club Office held as Volunteer Librarian and Chief Financial Officer 2008 - present
Presentations:
Lactation consulting: 6 presentations regarding breast feeding issues, problems 2013
US Public and Scientific Symposium – Mentoring 2012
USPHS Nurse Category Mentoring Program 2010
Nursing CV format for FDA Officers 2010
Telehealth within DIHS 2008
Commissioned Corps Billet presentation to Chief of Staff- 2006
Junior Officer Advisory Group – 2005
Associate Recruiter Training – 2004
Associate recruiter training re: accredited schools/
Diploma Mills/Inter-service transfer 2003
Emerging Leaders Recruitment fair – 2002
Poster presentation on Staff Competency Training at
Commissioned Officers Association Annual Conference 2001
Poster presentation on Staff Development at
Commissioned Officers Association Annual Conference 2000
OFRD Missions
●Nelson Mandela Life celebration- Washington, D.C. Capitol Jul 18, 2013
●Leadership Training CAP #1- Gaithersburg, MD. 2010
●Hurricane Katrina Nursing Home Assessment – 2006
oCreated documents for assessment of nursing homes; surveyed nursing homes
oManaged Officers and schedules for Nursing home surveys
oDaily update reports for ESF 8
oOther duties as assigned
●Hurricane Katrina – 5 weeks 2005
Managed Volunteers and Officer staffing requirements for personnel designated to support the mission during times of activation as the Chief Nurse Officer and Chief of Administration;
oParticipated in FEMA, Red Cross, and operational planning efforts as the Chief of Administration;
Volunteer – on call status Super Bowl Sunday 2004
●President Regan Funeral Detail – 3 days
●Attended and trained for mass disaster. Prepared equipment and set up camp during Funeral.
●Triaged patients and provided medical care
●Third day was training for preparation of National Disaster and setting up emergency stations.
Volunteer – Florida Hurricanes- worked in Headquarters to assist in calling officers for CCRF Missions
Volunteer Mass Vaccinations Washington DC
Publications
USPHS Nurse Category – Tip of the Month FEB 2010 – JAN 2011
USPHS Nurse Category – Tip of the Month Editor FEB 2011 – JAN 2014
Special Skills
Instructor – Zenger Miller, Achieving Global Leadership National
Certificate Course-Certified Basic Sailing
Long Term Goals- permanent retirement
Short Term Goals- Continuing education to improve job performance, part time work.
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