Customer Service Assistant Director

GREGORY DALTON ERICKSON

**** ****** ****** **. ** Paso, TX 79912 C: 281-***-**** *******.******.********@*****.***

CERTIFICATIONS/MEMBERSHIPS

Certified Radiology Administrator (CRA) 992005 Exp. 11/2024

Nuclear Medicine Technology Certification Board (NMTCB) 022325 Exp. 06/2022

Medical Radiologic Technologist-General Certificate (Texas Medical Board) GNR00022088 Exp.08/2022

American Healthcare Radiology Administrators (AHRA) 992005 Active

American College of Healthcare Executives (ACHE) 1245124 Active

PROFESSIONAL SUMMARY

Talented health care leader with more than 20 years’ experience in devising strategies to enhance quality, safety, operational performance and revenues across diverse healthcare delivery systems through capitalizing on business opportunities. Outcomes are driven through operation evaluation, strategic planning and leading the development and implementation of short and long-range goals. Accomplishments include ambitious patient care goals, sustainable growth and operational efficiencies.

SKILLS

Baldrige Excellence Framework

Physicians Relations

Healthcare Management

Customer Service

Team Building

Operations Management

Financial Management

Contract Negotiation

Strong presentation skills

Project management authority

Talented interviewer

Strategic planning capability

Planning and development

Analytical thinker

Accomplished leader

Independent judgment and decision-making

WORK HISTORY

Assistant Administrator of Ancillary Services, 04/2018- Current

University Medical Center of El Paso- El Paso, TX

University Medical Center of El Paso, licensed 395 bed Level 1 Trauma Center, Level 1 Comprehensive Stroke Center, Level 4 Maternal Care Hospital, teaching and research facility affiliated with Texas Tech University Health Sciences Center El Paso, supporting medical school, resident, and fellowship programs.

Oversees all strategic planning and business operations for System Wide Imaging Services, Regional Laboratory Services, Inpatient and Outpatient Rehab Services, Respiratory Care Services, and Neurodiagnostic Testing for County Hospital. Responsible for implementing and following the County Hospital’s vision and mission. Ensures the constant movement of direct areas towards fulfilling the short-term and long-term objectives without diverging from the Hospital’s strategic guidelines.

Director of Imaging and Oncology Services (Consultant), 01/2017-12/2017

White River Health System- Batesville, AR

White River Health System, licensed 225 bed regional health center, licensed 25 bed critical access hospital, free standing ED, and multiple imaging modalities in clinical practice facilities.

Strategic and Operational oversight of all Imaging and Oncology services within the healthcare system

Developed Comprehensive Breast Center with Genetic Testing and Breast Nurse navigation

Reduced Imaging productive through creative multidisciplinary staffing models from the Truven ActionOI 75th percentile to below the 25th percentile.

Director of Operations (Service Line Administrator), 07/2013 to 11/2016

Memorial Hermann Northeast – Humble, TX

Memorial Hermann Northeast, licensed 252 bed community based hospital part of Memorial Hermann Health System is the largest not-for-profit health system in Southeast Texas.

Strategic and Operational oversight of regional service lines including Medical Oncology, Radiation Oncology, Infusion Center, Wound Care, Hyperbaric Oxygen Therapy (HBO), Heart and Vascular Service Line including Hybrid Vascular Lab and Cardiac Catheterization Lab.

Created a comprehensive Cancer Center with Medical Oncology, Radiation Oncology and Infusion Center.

oAccredited by the Commission on Cancer

Established a relationship with University of Texas Medical Oncology to provide community physician coverage at MHNE; delving tumor specific physician coverage with ongoing research trials and genetic testing.

Forward-thinking design of a Limb Salvage program that greatly reduced the amputation rate at MHNE.

Managed the Accountable Care Organization (ACO) Heart & Vascular Service Line for MHNE.

oDriving down Chest Pain Observation length of stay under 19 hours

oReducing Congestive Heart Failure average length of stay below geometric mean length of stay

Led marketing and community outreach strategies for all service lines.

Director of Radiology, 02/2004 to 07/2013

Memorial Hermann Northeast – Humble, TX

Improved Radiology Department patient satisfaction scores from the Press Ganey 4th to the 99th percentile.

Cofounded and implemented patient experience program that lead to organizational awards

oPress Ganey Top Improver Award 2010

oPress Ganey Success Story Award 2011

Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment.

Supervised and managed the daily activities of a clinical team consisting of 75 physicians, and imaging staff.

Confidently managed the overall operation of imaging services and patient care, including financial management, quality assurance, patient care, safety risk management, teammate satisfaction, quality index scores and facility maintenance.

Managed and directed fiscal operations, including planning budgets, authorizing expenditures, and accounting, establishing service rates and coordinating financial reporting.

Consultant, 01/2011 to 01/2012

Beyond Philosophy – Atlanta, GA/London, UK

Beyond Philosophy is a Customer Experience Consultancy that helps to create engaging programs addressing the rational and emotional sides of the customer.

Worked closely to develop and deliver webinars, live presentations, and books on customer service to Beyond Philosophy's worldwide customers.

Assistant Director of Radiology, 04/2001 to 02/2004

Texas Children's Hospital – Houston, TX

Licensed 737 beds and is the largest pediatric hospital in the United States; teaching and research facility affiliated with Baylor College of Medicine, supporting both resident and fellowship programs.

Managed the daily activities of a clinical team consisting of 215 physicians, nurses and imaging staff.

Skillfully developed departmental goals, objectives, and standards of performance, policies and procedures.

Led the planning and achievement of goals and objectives consistent with the agency mission and philosophy.

Established standards for selection and promotion for staff carrier ladder.

Hospital Corpsman Second Class (HM2), 02/1992 to 02/2001

United States Navy – Varied

Honorable Discharge with rank of E-5

Nuclear Medicine Technologist

EDUCATION

Quality Texas Foundation Internal Coach/Examiner Training, 2020

Master of Business Administration (MBA): Healthcare Management, 2018

Western Governors University - Salt Lake City, UT

Bachelor of Science: Psychology, 2000

Campbell University - Buies Creek, NC

Clinical Nuclear Medicine Technologist: Nuclear Medicine, 1993

Naval School of Health Sciences - Bethesda, MD

PUBLICATIONS

Achieving Patient (aka Customer) Experience Excellence: Lessons from a Successful Cultural

Transformation in a Hospital

Written by internationally acknowledged experts in the customer and patient experience movement, it clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction success.

Productivity Press June 10, 2013

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