Customer Service Office Medical
Resume:
Linda Stroup
Santa Maria, Ca. 93455
To secure a responsible and challenging position with my years of experience working in medical offices and hospitals, where I also gained expertise in customer service. I strive to become a positive contributing force in the continued growth and success of wherever I work.
Work History
HAZEL HAWKINS MEMORIAL HOSPITAL
May 2021 to October 26, 2021
PATIENT EXPERIENCE MANAGER
I was responsible for the successful outcomes in dealing with all patient or family hospital grievances including, in person discussion with the patient and or family, discussion with the department director, and documentation of the discussions, and all investigation results for the Joint Commission records.
I developed and ran monthly meetings with junior staff from each department to discuss perceived issues regarding patient complaints, where we discussed ideas to help improve the department scores. In addition I managed the Press Ganey scores for the hospital, and I met with the COO and the Department Directors monthly to review the their department and nursing scores, and gave them ideas on ways to their improve patient and families satisfaction. HAZEL HAWKINS MEMORIAL HOSPITAL, HOLLISTER, CA
OCTOBER 2018 TO JULY 2020
DIRECTOR OF CLINICAL OPERATIONS
I managed the day today clinical operations for five Rural Health Clinics, two Multi-Specialty Clinics, and a Behavioral Health Clinic. Active member of the Hospital Directors Team
I was responsible for a highly successful clinical team of 75 including Physicians, Mid-Levels, LVN’s, and Medical Assistants. I reported to the Director of Nursing
I was responsible for the day to day Operations, fiscal success of each center, as well as the budgeted staffing productivity. We met and exceeded our budget annually. My project to improve patient no show rates improve by 46% in year one. I am proficient in Hospital Joint Commission policies, audit processes, and union negotiations
Active member of several hospital committees including, The Quality Excellence Committee, Emergency Preparedness Committee, Ambulatory Care Services, Covid Planning Operations.
Dameron Hospital Association- Stockton, California July 2014 to October 2018
Senior Director of Hospital Ambulatory Services
Responsible for the day to day operations of Dameron Medical Group’s Primary Care Centers, Occupational Medicine Center, and Surgical Pre-admission Testing. Reported to the hospital CEO, Lorraine Auerbach.
Managed a medical team of 50 support staff, Physicians, Mid-Level Providers, and General Surgeons, responsible for fiscal success of each center, as well as the budgeted staffing productivity. Proficient in Hospital Joint Commission policies, and audit processes.
Manage the hospitals surgicalist program, including consultations, post op visits and surgicalist’s payroll submission.
Project Manager for a new 10K sq. ft. Occupational Medicine Clinic that opened in the third quarter of 2017.
Active member of several hospital committees including, The Quality Excellence Committee, Emergency Preparedness Committee, Ambulatory Care Services Provider Committee. Attend daily hospital leadership stand up meetings, and weekly Leadership University meetings.
Responsible for Dameron Hospital’s Employee Health Program including the annual Flu Program, annual TB, and N95 Employee surveillance program. My Occupational Medicine team manage the hospitals worker compensation, and Blood Borne Pathogen program.
Responsible for the hospitals Surgical Pre-Admission testing center. Pre-surgery labs, EKG’s, and history review by registered nurses.
Successful completion of Fema 100, 200,700 2017
US HealthWorks, a Dignity Health Partner, Northern California 2007-2014
Regional Director of Operations, Occupational Medicine Prior to 2007 Experience
I have expertise in working at different medical offices including primary care, pediatrics, orthopedics, internal medicine, urgent care, and working as a dialysis tech. I also taught Back Office Medical Assisting for 3 years.
Ohlone College Psychology, Mathematics, and other prerequisite courses for Nursing Program
Med-Help Training School – Fremont, CA
Certified Medical Assisting- Med-Help Training School Graduated top 2%
U.S. Navy Reserves 1985-1993
Hospital Corpsman, USNS Mercy, Oaknoll Naval Hospital, Treasure Island Dispensary Cleveland State University 2006-2007
Completed Leadership Certificate Course
Completion of Lead Academy Course, California Hospital Council 2017 Completed Fema 100, 200,700 2017
Seminars Completed
Conflict Management
Time Management
Coaching and Mentoring
Stress Management for Women
Team Building Skills
Customer Service
Microsoft Excel Basics
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