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Manager Customer Service

Rogers, AR
October 06, 2019

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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.


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.


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.


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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