Manager Customer Service
Resume:
PROFILE
Medical Technologist with extensive management and customer service experience. Success in development and implementation of training programs in both clinical and industrial settings. Recognized competencies in regulatory compliance, quality assurance, teambuilding, training, and facilitation. Lifelong student of continuous quality improvement.
EXPERIENCE
Mercy Hospital, Rogers, AR August 2017 – September 2019
Administrative Laboratory Director
Supervised staff of 65 coworkers, to include Laboratory Scientists, Technicians and Laboratory Support Technicians that supported inpatient testing, 2 free-standing ED laboratories, and 9 client nursing homes.
Oversaw labor and supply budget for this highly complex hospital laboratory of 1.2M tests annually
Reduced Laboratory Support overtime from 6.5% to 1.6%
Implemented several process improvement activities; revised AM specimen collection (“swarm”), specimen processing, and utilization of a career ladder for staff retention.
Regional One Health, Memphis, TN October 2014 – August 2017
Administrative Director, Laboratory Services
Supervised staff of 84 Laboratory Scientists, Technicians and Phlebotomists in highly-complex laboratory supporting Centers of Excellence in Trauma, Burn, High-Risk Obstetrics and Neonatal Intensive Care
Managed a budget of $14M for all clinical laboratory departments, including Phlebotomy/Specimen Processing, Chemistry, Hematology, Coagulation, Immunochemistry, Microbiology and Blood Bank.
Ensured processes and procedures were in place to ensure compliance with regulatory agencies (e.g. CAP, JC, and State of TN).
Improved regulatory compliance from a status of immediate jeopardy to a State of TN survey with 0 deficiencies.
Consolidated NICU and Stat laboratories into a Core Laboratory model, resulting in $250,000 annual savings.
Acted as the liaison for the laboratory in hospital/organizational committees to ensure the needs of laboratory customers were met.
South Bend Medical Foundation, South Bend, IN February 2013 – October 2014
Supervisor, Specialty Clinics
Supervised staff in 7 facilities, ensuring regulatory compliance in Oncology clinics.
Lakeland HealthCare, St. Joseph, MI March 2010 – September 2012
Supervisor, Point of Care
Managed all point of care testing and education in the healthcare system. (1,100 hospital nursing staff, 17 offsite locations), implemented standardized policies.
Southwestern Medical Clinic, P.C., Berrien Springs, MI October, 1999 – March 2010
Director, Laboratory Services
Directed Clinical Laboratory operations, built and administrated LIS, managed budget and oversaw laboratory relocation.
Lakeland Regional Health System, St. Joseph, MI January 1997 – October, 1999
Laboratory Outreach Specialist
Liaison between providers and hospital laboratory, providing LIS training and problem resolution
Abbott Laboratories, Dallas, TX June, 1986 – December, 1996
Senior Technical Service Specialist
Educated customers through training classes, and phone technical support.
Wampole Laboratories, Cranbury, NJ September, 1985 – June, 1986
Account Manager
Retailed laboratory products to hospitals and clinics, offering training and support.
Pioneer Park Hospital; Irving, TX March, 1985 – September, 1985
Bench Technologist, Generalist
Analyzed samples in all areas of the lab, communicating results to providers.
Parkland Hospital; Dallas, TX January, 1984 – March, 1985
Bench Technologist, Chemistry
Ensured test-result validity, ensuring QC was within expected range, maintaining regulatory guidelines.
EDUCATION
Cornerstone University, Grand Rapids, MI October, 2009 – August 2010
Masters Degree in Management
Andrews University, Berrien Springs, MI August, 1979 – August, 1983
Bachelor of Arts Degree in Medical Technology, with Pre-Med minor.
CERTIFICATIONS AND AWARDS
Certified Lean/Six Sigma Yellow Belt
Certified Point of Care Specialist, (American Society for Clinical Chemistry)
Certified Medical Technologist, (American Society of Clinical Pathologists)
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