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Manager Customer Service

Sayre, PA
October 14, 2019

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Summary of Qualifications

Over 20 years experience as a Radiology Manager with excellent customer service, clinical and organizational skills

Extensive experience in reorganization, performance improvement and negotiations.

Demonstrated ability for change management resulting in improved outcomes and productivity

Professional Experience

Guthrie Robert Packer Hospital Sayre, PA 2015-Present

Radiology Manager 254 bed level II trauma center

Responsibility for 10 modalities and over 100 employees, producing over 120,000 annual exams. Provide

engaged Leadership to ten direct reports with strong emphasis on Strategic Planning, Facility planning,

volume growth and the patient experience.

Increased patient satisfaction scores by 20%

Implemented Service Excellence Specialist to improve customer service, driving Press Ganey scores

up 20 points in two months.

Developed new services which included Lung Cancer Screening, SPECT, Venous Laser Surgery, Therasphere (liver tumor treatment), and Mammography Tomosynthesis.

Initiated a career ladder program for clinical staff.

Achieved ACR accreditation for PET CT and MRI

Decreased Repeat rates from 11% to 5.6 % annualized for fiscal year

Successfully passed JCAHO and State of Pennsylvania Inspections

Responsible for a $7M operating budget

Hampton Regional Medical Center Varnville, SC 2002-2015

Imaging Services Director 2006-2015

Worked with senior leadership to develop strategic plans for a new Imaging department

Managed a staff of 18 FTE’s

Developed a new Echo/Cardiac department

Managed the negotiations of equipment service contracts resulting in substantial saving and achieving cost reduction targets.

Instituted initiatives to develop dual modality technologists

Was part of a team to develop a centralized scheduling department

Radiologic Technologist 2002-2006

Performed a full range of Radiographic procedures which included: Trauma Radiography, Fluoroscopy, Portable Radiography and O.R. Radiographic procedures.

United States Navy Hospitals 1985-2002

After receiving extensive training in multiple Medical Imaging modalities while serving in the U.S. Navy,

I was stationed and held multiple Imaging positions at facilities located in Beaufort, SC, Parris Island, SC

and Panama City, FL.

Positions held included:

Radiology Manager

Radiology Education & Training Manager

Radiologic Technologist

Ultrasound Technologist

Supply & Equipment Manager

Health Information Manager

Achievements included: Managing clinical staff in multiple Medical Imaging modalities, successful completion

of multiple DHEC & FDA inspections, planning and construction oversight of several remodeling projects, devised and implemented programs targeted at improving customer service and patient satisfaction. Programs resulted in significant improvement in Press Ganey scores. My healthcare management experience

included responsibility for overseeing large Imaging departments along with satellite facilities.


Bachelor of Science Health Care Administration University of Phoenix

Naval School of Health Sciences Portsmouth, VA

Completed Program in Radiologic Technology


United States Navy Honorable Discharge Hospital Corpsman 2004

Completed Hospital Corps School Field Medical Service School Fleet Hospital Training

and Advanced X-ray School.

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