CANDICE HART

ROSAMOND, CA *****

661-***-**** adt16u@r.postjobfree.com

PROFESSIONAL SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with business minded, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

SKILLS

●Organizational leadership

●Professional verbal and written communication

●Schedule Management

●Customer service expertise

●Training and mentoring

●Documentation and Recordkeeping

●Microsoft Office

●Attention to detail

●Team building

WORK HISTORY

FAVORITE HEALTHCARE STAFFING - KANSAS CITY

Client Liaison/Project Manager Overland Park, Kansas September 2021 - Current

●Assisted healthcare staff with array of support.

●Answered telephone calls to provide information, resolve issues and schedule appointments.

●Completed administrative tasks such as receiving and processing documents and distributing correspondence.

●Recorded actions taken, issues resolved and administrative information to effectively manage customer accounts.

●Communicated professionally with colleagues, onsites and clients.

●Investigated and resolved accounting, service and scheduling concerns.

●Educated customers about billing, payment processing and support policies and procedures.

●Answered calls, emails and faxes daily, addressing customer inquiries, solving problems and providing staffing information.

●Devised workaround solutions for schedule-related issues.

●Cross-trained and backed up other project managers and client liaisons.

●Followed-through on all critical inter-departmental escalations to increase customer retention rates.

●Managed timely and effective replacement of healthcare staffing.

●Facilitated critical staffing orders and completed accurate to meet aggressive deadlines.

●Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.

●Liaised with recruiting, travel, and management teams to develop solutions and accomplish shared objectives.

●Effective liaison between customers and internal departments.

●Delivered prompt service to prioritize customer needs.

●Effectively communicated with customers about account changes, new staff or services and potential order changes.

●Facilitated inter-departmental communication to effectively provide customer support.

●Responded to customer requests, offering excellent support and tailored recommendations to address needs.

●Investigated and resolved customer inquiries and complaints quickly.

●Trained staff on operating procedures and company services.

●Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

●Increased efficiency and team productivity by promoting operational best practices.

●Entered orders into CRM computer database system and SharePoint.

●Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

●Reached out to customers after completed staffing to suggest additional service and inquire about needs or concerns.

●Sought ways to improve processes and services provided.

●Exhibited high energy and professionalism when dealing with clients and staff.

●Responded proactively and positively to rapid change.

●Followed up with customers about resolved issues to maintain high standards of customer service.

●Optimized customer support by establishing collaborative service environment.

●Increased efficiency and performance by monitoring team member productivity and providing feedback.

UNITED STATES AIR FORCE, USAF

Family Health Flight Chief Ellsworth, SD January 2020 - July 2021

●Managed professional growth and development of 32 personnel by scheduling training and managing CBT schedules.

●Supervised, trained and motivated 18 technicians, nurses and admin personnel.

●Managed group's largest clinic

●Led 31 members, oversaw 18,000 appointments; earned to $4.3 million in services

●Trained 12 technicians and increased virtual appointment use 81%; achieved #1 access to care in the major command and #3 in Department of Defense

●Managed $360,000 equipment & supply budget

●Organized training for over 40 medics & implemented pandemic vaccine plan

●Maintained training documentation during system transfer

●Completed upgrade training for 6 technicians

UNITED STATES AIR FORCE, USAF

Primary Care Section Chief Edwards, CA September 2017 - December 2019

●Inventoried medical supplies and equipment and supervised general use

●Budgeted funds for training on regular basis

●Scheduled weekly section meeting to review emerging challenges; identify opportunities and recognize high-performing employees

●Implemented innovative programs, including "Golden Day" program to increase employee loyalty and reduce turnover.

●Managed 38 team members across 4 departments, resulting in approximate $1.3 million increase in annual revenue.

●Managed daily operations of patient centered organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.

●Implemented Arming Use of Force Guidance. Created new tracker and trained 8 technicians

●Regulated leave and appointment policy, sustaining continuity for 3 clinics.

●Served as enlisted mentor and patient advocate

●Assessed staffing obligations & schedules & coordinated personnel for special taskings

●Flight Chief for 8 months. Led 25 personnel and earned #1 in MAJCOM and #2 AF for least leakage

●Identified 8 month provider gap and developed standard schedule and continued care for 18 pts

●Crafted course of action layout for 6 clinics.

●Steered squadron re-organization and overhauled Master Training List, Unit Training List, and created 4 job descriptions.

●Led immunizations contingency operations and acquired critical vaccines.

●Led First Term Airman Course medical readiness initiative.

●Coordinated with 3 wing departments and returned 130 Airmen medically ready within one month.

●Identified self-harm patient, notified parents & medical provider.

●Coordinated care for urgent evaluation

●Test Wing Warrior of Week.

●Mentored 4 junior enlisted, inspired 8 college course

UNITED STATES AIR FORCE, USAF

Flight Chief, Family Health Edwards, CA January 2017 - September 2017

●Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations.

●Directed day-to-day administrative and operational functions for 4 departments, providing guidance and leadership to over 36 employees

●Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.

●Oversaw all financial transactions and management functions, strategically managing $286,000 operating budget.

●Defined testing protocols, quality assurance initiatives and clinic policies and procedures.

●Identified new areas of scientific research and provided internal training.

●Created training material and trackers to maintain Allergy and Immunization Clinic

●Supervised team of 17 technicians

UNITED STATES AIR FORCE, USAF

Medical Standards, NCOIC Edwards, CA August 2015 - January 2017

●Completed record audits and submitted per AF requirements utilizing PEPP and AIMWITS

●Prepared weekly briefings for Go and No-go information which impacted flying mission

●Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

●Resolved problems, improved operations and provided exceptional service.

●Resolved conflicts and negotiated mutually beneficial agreements between parties.

●Handled 10 or more calls per day to address customer inquiries and concerns.

●Participated in team-building activities to enhance working relationships.

●Carried out day-day-day duties accurately and efficiently.

●Completed training for system and process turnover.

●Managed unit self-inspection program and guided 26 assessors within MICT and IGEMS

UNITED STATES AIR FORCE, USAF

Allergy and Immunization NCOIC Edwards, CA December 2012 - August 2015

●Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

●Received and processed stock into inventory management system.

●Led section training program; completed 16 record audits and corrected errors within Air Force Training Record.

●Operated Allergy and Immunization Clinic providing vaccinations, skin testing and immunotherapy services for 8,400 beneficiaries.

●Organized deployment processing line vaccines in support of the 412 Test Wing & 3 geographically separated units.

●Ensured protocols remain in accordance with The Advisory Committee on Immunization Practices.

●Led seasonal influenza drives by organizing shot lines and training all newly augmented personnel.

●Directed daily operations for 48 staff in 6 elements.

●Flight scheduler for 15 techs.

●Managed care for 2,700 patients and 26 procedures which generated $7,500 value per visit.

●Created sterile equipment process by identifying inoperable items and coordinating replacements. Prevented safety violations and mishaps.

●Managed individual in anaphylactic shock, maintained airway, administered epinephrine and expedited response.

●Designed new pre-appointment lab template and reduced waiting time 50%.

●Completed 6 week allergy and immunization course with 96% and awarded class Distinguished Graduate.

●Organized seamless clinic relocation by directing 5 personnel and coordinating with maintenance and systems.

●Provided 1920 hours of hands on instruction and certified 16 newly augmented personnel.

●Reviewed 203 PCS clearances and corrected 76 discrepancies

●Completed Wing Inspection Team training courses

●Created disease testing process improvement and enacted procedural fix.

●Planned Retiree Appreciation Day vaccine services and led 3 staff and information booths.

●Pediatrics Clinic lead; supervised 4 technicians.

●Awarded Non-commissioned officer of the year

UNITED STATES AIR FORCE, USAF

Family Health NCOIC Luke, AZ May 2011 - November 2012

●Accomplished multiple tasks within established timeframes.

●Evaluated employees' strengths and assigned tasks based upon experience and training.

●Maximized performance by monitoring daily activities and mentoring team members.

●Compiled data highlighting key metrics to report information, determine trends and identify methods for improving clinic results.

●On boarded new employees, including training, mentoring and new hire documentation.

●Managed team of 6 employees, overseeing hiring, training, and professional growth of employees.

●Managed communication between patients, Primary Care Managers, network providers and ancillary staff.

●Provided extensive medical and administrative support to assigned PCM in caring for 19K enrolled beneficiaries.

●Performed medical treatment, diagnostic, and therapeutic procedures per extender care protocols and under direction of provider.

●Maintained certification in Basic Life Support, National Registry of Emergency Medical Technicians, and State EMT certification.

●Managed Self-Aid Buddy Care program for 138 personnel sustaining 100% compliance.

●Reviewed 30 overseas clearances and ensured medical qualification.

●Reconciled and entered 39 referrals as Urgent Care Referral monitor ensuring zero delay in access-to-care or treatment.

●Trained 5 techs on over 20 core tasks.

●Demonstrated trauma scenarios and use of simulation laboratory equipment. Showcased $637K training program.

●Led call center working group which expedited data entry and lowered patient wait time 50%.

●EMT evaluator for 14 students. Verified and validated abilities.

●Taught Self Aid Buddy Care instructors and certified on processes and requirements.

●Developed and implemented 18 step medication reconciliation process which guaranteed National Patient Safety Goals met.

●Audited 1,000 telephone consults, created better process and eliminated need for call room.

●Flight patient advocate. Responded to 243 customer comments. Named #1 in Air Force Medical Services for 8 months in patient satisfaction.

UNITED STATES AIR FORCE, USAF

Medical Technician Luke, AZ May 2007 - May 2011

●Communicated with dispatch and treatment center personnel to provide information about medical situations and receive instructions for further treatment.

●Maintained patient confidence and protected hospital by keeping information confidential.

●Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.

●Oversaw department updates such as changing methodologies and improving workflow.

●Identified operational improvements to drive efficiency and quality of care.

●Entered data accurately on computer, including demographics, grossing descriptions and clinical diagnosis.

●Created reports of technological findings by collecting, analyzing and summarizing information.

●Trained and mentored students and junior team members in laboratory protocols and compliance standards.

●Used electronic health record to accurately log various patient treatment results with 0% error rate.

●Assisted in completion of Third Party Liability form with 100% tracking. Recaptured $1.8M for medical group.

●Attended Flight Medicine Management Course and identified physical processing shortfalls; therefore ensuring compliance with Flight Surgeon standards.

●Dedicated 15 hour to Airmen Against Drunk Driving and diverted disaster for 30+ service members.

●Overhauled supplies and equipment for mishap response kits ambulances creating standardization.

●Provided medical coverage for Children's Triathlons and gave care to over 200 attendees.

●Medical skills evaluator for 2 EMT classes. Assessed over 10 students' expertise.

●Conducted 80 hour mass inventory discovering over $5K of expired and missing items

●Identified patients with decompression symptoms, initiated transport and therapeutic treatment.

●Assisted in management of medical records and administration reports between beneficiaries and health care providers.

●Assisted with interpretation and application of Air Force standards to determine medical qualifications for military service.

●Scheduled patient appointments, processed initial flying class physicals, and maintained medical records.

●Initiated and led initial response protocol to inflight mishap. Processed 24 personnel.

●Mentor and role model to 34 personnel and fostered professional enhancement.

●Developed and presented daily roll call topics to 12 staff members and reinforced unit standards.

●Raised $700 for California fire victims by organizing a 15-man food line drive

●Precepted three new personnel and completed orientation.

●Reviewed 500 medical records and corrected discrepancies in 36 hours.

●Led F-16 mishap investigation, oversaw clinic operations, processed 8 Airman and maintained evidence and record sequestration.

●Coordinated Women's Shelter fundraiser raising $1,045

EDWARDS CHILD DEVELOPMENT CENTER

Child and Youth Program Assistant Edwards, CA July 2004 - April 2007

●Communicated frequently with and children and parents to meet children's needs.

●Assisted kitchen staff by supporting children and completing food delivery and dish cleaning tasks for program.

●Assisted with youth development and other recreation programs to improve quality of child's experience.

●Created safe, fun environment for infants and children attending special programs.

●Educated parents on available services and processes to engage in program.

●Determined needed and relevant interventions based on each child's cognitive abilities, current needs and future goals.

●Detailed program operations and participant activities with comprehensive recordkeeping for each child depending on their age and requirements.

●Participated in team-building activities to enhance working relationships.

●Assisted families in developing and maintaining support network by identifying and utilizing community resources and services.

●Encouraged youth to develop own activities and leadership skills through group discussions and conducted observations.

●Challenged youth to accomplish motor development goals and inspire love of movement and healthy habits.

●Consulted with parents, teachers and other center personnel to determine causes of problems such as absences and misbehavior.

●Managed and led activities promoting growth in mental, emotional and educational areas.

●Reported child abuse in accordance with legal standards of mandatory reporters.

●Completed conferences with parents to ensure they knew what educational plans consisted of, where their child was and what the goal is in preparation for the next step.

●Completed age appropriate training for 6 months to 5 year old children.

●Completed CPR certification.

●Created an environment where parents were always welcomed to participate and give feedback.

●Assisted with NAEYC preparation

EDWARDS LIBRARY

Library Aide Edwards, CA September 2003 - April 2004

●Educated patrons on use of reference sources, card catalogs and automated information systems.

●Maintained circulation desk for lending periodicals and books to patrons.

●Handled check-in and check-out process of library books and materials at circulation desk.

●Collected and processed fines on overdue library materials.

●Answered patron questions in-person or by phone regarding library services and resources.

●Maintained secure environment by monitoring visitors at front desk.

●Organized summer reading program for local school children.

●Placed books on proper shelves when returned to circulation.

●Helped children select appropriate reading level library books.

●Entered new transactions and updated records of library users.

●Answered questions from patrons and helped to find desired materials.

●Gained strong understanding of various methods for cataloging books and other materials.

●Stayed up to date on references, card catalogs and automated information systems to teach and educate patrons.

●Stayed up-to-date on library policies and procedures to smoothly enforce standards.

●Processed receipt of new book, audio visual and computer software inventory.

●Closely monitored front desk visitors to maintain secure and clean environment.

●Kept detailed records of lending transactions and library users.

●Maintained accurate records and confidentiality of library book and periodical inventory.

●Assisted patrons with library's computers and provided information on logging onto Internet.

●Provided assistance and support to staff in regard to facility maintenance, security and services.

●Supported staff with facility maintenance, security and customer relations work.

●Assisted librarian with conducting library orientation for new assistants.

EDUCATION AND CERTIFICATION

Basic Life Support Certification

American Red Cross, March 2021

Executive Leadership Symposium/Nursing Practice

San Antonio, TX, March 2018

USAF NCO Academy

Lackland TX, July 2016

Air Force Smart Operations for the 21st Century

December 2014

Army Course: Immunology and Allergy Specialty

Bethesda, MD, September 2013

High School Diploma

Desert High School

Edwards, CA, June 2003

Contact this candidate