RAMON O. MANGAHAS

**** ********* ****. # ***

Fremont, CA 94538

Mobile: 925-***-****

adr5k1@r.postjobfree.com

Operations Management Professional with 30 years of progressively responsible management positions in healthcare, item & data processing, financial services, customer services, call center operations, staff scheduling, sales administration, logistics & distribution. Proven results in managing diverse implementation groups, consistently meeting MBO goals, budget expense containment, payroll, project management with on time project completions. Possesses a strong background in managing cross-organizational partnership/ team development & staff performance. Experienced in labor management partnership.

EXPERIENCE

KAISER PERMANENTE

Service Unit Manager II (Acting Assistant Director) – Women’s Center (10/21-2/2022) Managed the GSAA Breast Imaging Services for Union City and San Leandro Radiology. Supported Outpatient Services for all Breast Imaging; Routine Screening, Diagnostic, Future Follow Up, Symptomatic, Stereotactic & Breast Ultrasound.

This included overall supervision of Union City General Rad X-Ray, and San Leandro Bone Density (DEXA) services. Managed staff scheduling for Technologists, Physician Assistant, Medical Assistant and Front Desk Receptionist. Supervisory responsibilities included planning, assigning, and directing work; appraising performance, discipline employees, addressing complaints and resolving problems. Provided complete staffing services for the Radiology Women’s Center which includes weekday, weekend and after hours on-call duties.

Championed & Collaborated with AFM on all women’s preventative screening initiatives, HEDIS, such as Breast Cancer Screening (BCS) and Osteoporosis (BMD) Healthy Bones Program. KAISER PERMANENTE

Service Unit Manager II – Radiology (04/2016-02/2022) Managed all clerical operations for the GSAA Radiology Department (multi facilities) located at Fremont, Union City and San Leandro, CA Medical Centers.

Responsible for recruiting, interviewing, hiring all non exempt union staff for the Front Desk Registrations, Appointment Call Center Scheduling, Medical Records/Digital Librarian, & Concierge Departments. Managed the Appointment Call Center (ACC) and scheduled all provider’s eConsult referrals for BONE DENSITY, CT, FLUOROSCOPY, MAMMOGRAM, MRI, NUCMED, PET, & ULS imaging requests. Monitored and Tracked ACD Inbound and Outbound calls and used reports to measure performance metrics. Handled patient escalated issues expeditiously to assure quick resolution and patient satisfaction. Partnered with Radiologist, Primary Care Physicians, Technologist, Nurse Practitioners and Local Labor Union Representatives to provide excellent healthcare to all Kaiser Members. KAISER PERMANENTE

Manager Administrative Support Services – Radiology (10/2009-04/2016) Supervised all clerical operations of the Radiology Department for GSAA Kaiser Permanente at a multi-location department located at Fremont, Union City and Hayward, CA Medical Centers. Supervised 40 non-exempt union staff to include the Call Center operations, Front Desk Registrations and Digital Imaging departments. Handled patient escalated issues expeditiously to assure quick resolution and patient satisfaction. Partnered with Radiologist, Primary Care Physicians, Radiology Technologist, Nurse Practitioners and Local Labor Union Representatives to provide excellent healthcare to all Kaiser Members.

FISERV SOLUTIONS

Center Manager II, Alameda, CA (2005-2/2009)

Managed the FISERV, Alameda item processing center including 131 associates, $10M annual budget, and delivery of a variety of services to 80 plus clients. Services include: AFS, DPS and CPCS check processing, IRD Branch

& Merchant capture, conventional & image statement print & rendition, CHECK 21, FraudGuard, DSV, NSF, image exception item review and return, Disaster Recovery, FRB adjustments, CD creation, & special report production. Day Shift & Client Service Manager II, San Leandro, CA (2001-2005) Provided excellent customer service for 80 financial institutions in Northern California. Managed the Inclearing, Customer Services, Research and Adjustments, Returns, Statement and Sorter Ops departments. Coordinated support service with 10 departments in 3 shifts to ensure Alameda & Fresno Centers are successfully meeting all service level agreement (SLA) and customer service goals. Reduced operating expense & improved revenue generation by analyzing key performance indicators (KPI) & applied best practices to drive productivity.

Directed Customer Service Representatives in identifying complex problems and implementing effective solutions. Handled client escalated issues expeditiously to assure quick resolution and client satisfaction. Facilitated all clients visits to the Alameda Center, initiated measures to maintain and improve client goodwill. Published 80 monthly client report cards to track and measure all SLA provided by Alameda & Fresno IP Centers. Developed procedural manuals on new processes and implemented programs in internal control systems. Improved the accuracy, consistency and quality of production & error tracking tools for productivity standard measurements. KONICA BUSINESS TECHNOLOGIES

Logistics & Distribution Center Manager, Hayward, CA (1993 – 2001) Delivered cost-effective management of all distribution functions of a 35,000 s.f. Logistics & Distribution Support Center consistent with customer needs, sales and technical requirements. Managed all support function of a Distribution Center and staff of 11 including order entry/processing, inventory reporting, customer service, warehousing/shipping & receiving and scheduling to support 5 sales and technical branches.

Oversaw the warehouse functions consisting of order pulling, packaging, shipping and receiving and inventory control using Oracle Warehouse Management System.

Facilitated weekly meetings with 5 sales and technical departments to review sales forecast and discuss inventory status and allocations.

Provided equipment backorder reports to sales department, reviews and raises lead-time discrepancies that may impact customer order fulfillment.

Tracked the complete cycle from manufacturing facilities in Japan to all distribution centers and, ultimately, the customer monitoring various shipping delivery methods (CWX, FEDEX, YELLOW FREIGHT, UPS) using the WEB and EDI.

Processed RMA on excess and obsolete materials including discrepancy reconciliation. Documented/maintained carrier rates evaluated shipping performance and analyzed domestic carrier bids. Routinely initiated training programs with 4 common carriers in the proper handling of Konica equipment to minimize product damage.

Accomplished a 99.5% fill rate of customers’ orders shipping on average 300 items daily to support 5 branches. Conducted monthly cycle counts and quarterly physical inventories to yield 99.5% inventory accuracy. Traveled 30% of time to train management staff and implement corporate policies within 8 independent distribution centers.

Center Administrative Manager, Hayward, CA (1991 – 1993) Managed the Administrative Center and staff of 20 in the support of Sales and Technical Service Group for 5 facilities.

Directed the administrative and warehouse operations, field sales support, customer support operations, computer operations, facilities and operational budgets.

Managed $20 - $30 million in copier sales orders for Northwest Sales Region. Developed a monthly equipment sales forecast with Sales Department to establish optimum product availability/allocation.

Evaluated and resolved issues regarding personnel, distribution flows, workloads and day-to-day operations based on corporate and customer needs.

Reviewed/approved all facility expenditures. Negotiated vendor contracts for janitorial, HVAC maintenance, telephone maintenance, rubbish removal, security systems and property maintenance. Ensured compliance to OSHA regulations.

Researched, reviewed and selected vendors for shipping and receiving services and supplies. Provided reports to western Regional Administrative Manager documenting productivity, inventory, stock requirements and carrier performance.

Centralized the Portland and Seattle administrative and distribution operations into the Bay Area Center. Reduced distribution budget by 15% by continuous process and productivity improvements. EDUCATION

San Sebastián College, Philippines

CERTIFICATIONS AND AWARDS

Oracle Training Classes

Project Management Certification

Financials/Warehousing/Distribution Training Certification – Oracle 10.7 Inventory Training Certification for Order Entry, Inventory, Receiving and Purchasing – Oracle 10.7 Konica Business Technologies Training Classes

Genesis Business Processing Redesign Certification – Sales Order Management, Logistics and Billing Management Performance/Day-to-Day Time Management Certification Progressive Discipline Workshop

Management Development Program Certification

Total Quality Management (TQM)

Fiserv Solutions, Inc.

Image Processing – Image Soft, Titan Platform

KRONOS & CERIDIAN Time and Attendance Systems

Service Excellence Training II

Served as a C.L.I.E.N.T. workshop instructor (16 workshops/280 employees) Project and Risk Management Workshop

Recipient of “TOP LEADERSHIP AWARD” in 2001, 2002, 2003 & 2004 for the Alameda Center Kaiser Permanente

e-Consult

Health Connect

BLS Certified

MRMS/PARRS

IntelliSpace/PACS

IRCA – Issue Resolution Corrective Action

Project Management

Imaging Performance ITS Access

Labor Management Partnership experience

Systems of Safety Certified - Facilitates all of Kaiser GSAA Radiology Work Place Safety training.

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