Employee Relations Customer Service
Resume:
Sandra Armendariz
Mansfield, TX *****
***************@*****.***
Sandra Armendariz LinkedIn
Summary
Decision-maker with excellent communication and creative problem-solving skills. Proven ability to cope with conflict, stress and crisis situations. 17+ years of leadership and operations experience. Cheerful outlook, high energy level, self-motivation and desire to be effective.
Core Competencies
Customer Service ● Process Improvement ● Project Management
Leadership & Mentoring ● Change Management ● Staff Development
Root Cause Analysis ● Critical Thinking ● EMR Systems
Employee Relations ● Lean Six Sigma Methodology ● Microsoft Office
Professional Experience
Alliance Retina
Office Manager 6/2023 – 9/2024
Oversee day-to-day operations of office: Manage staff performance, Employee Relations, Scheduling, Resource Allocation, Inventory, Budget, Insurance Verification, Prior Authorizations
Establish/implement goals, objectives, policies and systems for clinic
Manage staff performance and evaluations including supervising, coaching, and disciplinary action for front office and clinical staff
Coordinate and conduct onboarding and training
Streamline of cross-functional workflows to improve efficiency
Inform Diagnostics
Director, Quality Control & Training 1/2019 – 6/2022
Quality monitoring of activities including identifying areas of improvement and planning the implementation of improvement areas
Conducted audits, incorporated CAPA methodology when appropriate to address corrective actions
Identified and implemented new processes and systems to improve and streamline organizational processes
Created training materials, documents and presentations
Led critical investigations including the use of Root Cause Analysis and Corrective & Preventative Action tools and methodologies focused on resolving and preventing issues
Monitored overall training activities to ensure training modules were launched and able to demonstrate compliance with the required training materials
Communicated changes in policies and procedures to appropriate staff members and departments
Developed, implemented and trained on policies and procedures in the pathology laboratory as directed by the Medical Directors
Miraca Life Sciences
Director of Operations Support Services 7/2012 – 1/2019
Thorough knowledge and experience of practice disciplines including billing, patient experience, managing budgets, human resources and operational workflows
Provided strategic guidance to the organization through participation in cross-functional meetings and data analysis on operations trends and cost performance
Led teams through project life cycles by planning, budgeting, scheduling and tracking projects to completion
Evaluated budgetary needs including staffing and capital equipment. Prepared reports on actual performance to budget
Monitored daily turnaround time for the laboratory performance
Collaborated with medical staff (70+ Pathologists, 4 Medical Directors) on process improvement initiatives for better communication, better patient experience and lower costs
Caris Life Sciences
Supervisor/Manager Support Services 1/2005 – 7/2012
Provided direct supervision of all activities of department day-to-day functions. Oversaw the work assignment of team members, performed technical review of staff work, and provided feedback for improvements
Developed, implemented, and maintained laboratory policies and procedures
Assessed, evaluated and addressed daily workload and queues
Prepared and distributed quarterly quality reports to clients
Analyzed productivity compared to capacity. Identified variances and implemented solutions
Monitored daily operation schedules for all departments for accuracy and ensured daily operational goals were realized
Implemented Standard Work to include visual management that tracks key performance indicators of operations including quality, safety, and cost
Assisted in implementation of Lean Six Sigma methodology across the laboratory and prioritized activities based on business goals
Education
High School Diploma
San Antonio College 1990-1994
Arlington Career Institute 1999-2001
Court Reporting, Medical/Legal Transcription, General Studies
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