Operations Manager Customer Service
Resume:
Debra Murrieta
Tucson, AZ *****
*****.********@*****.***
Results-oriented Operations Manager with proven expertise overseeing operations for large organizations. Sets ambitious goals and strategizes plans to achieve each target and exceed business expectations. Natural leader with motivational and organized approach to managing personnel and operational resources. Accomplished Operations Manager with exceptional abilities in operations management and business leadership. Improves processes continuously by monitoring activities, identifying root causes, and incorporating new technologies and optimal practices. Results-driven leader with skills in strategic planning and process optimization. Well-versed in resource management, human resources, and administrative oversight.Knowledgeable, hardworking, and forward-thinking.
Operations Manager with a solid industry background. Diligent Operations Manager successful at keeping employees focused on performing well with hands-on management of day-to-day activities and special projects. Accomplished in translating high-level directives into actionable front-line policies and achieving consistent results. Strong track record of keeping costs low. Resourceful Operations Manager able to handle fast-paced demands while keeping operations in line with regulatory requirements. Focused on exceeding profitability targets through skilled management of available personnel and inventory resources. Expert in identifying and capitalizing on business opportunities. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Reliable candidate ready to take on challenges in a position using problem-solving and task prioritization skills to help team succeed. Talented Operations Manager skilled at completing daily assignments and contributing to team success. Always willing to take on any task to support team and help business succeed. Adapts quickly to new needs and policies. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented.
Work Experience
Operations Manager
Banner University Healthcare - Tucson, AZ
March 2008 to February 2019
Planned and implemented recruitment strategies and judicious planning to achieve operational objectives. Implemented quality control strategies to protect business assets and minimize waste. Determined operational strategies to bring procedures and personnel in line with company values and mission statement. Tracked and analyzed business trends to optimize procedures and workflow. Managed business successfully to uphold reputation for professionalism and results. Performed root cause analysis to develop optimal solutions and mitigate risks. Planned and managed staff schedules to align with business and project demands. Revitalized operations and improved process engagement to outperform targets. Implemented tracking and reporting systems to leverage business intelligence data. Communicated clear objectives and implemented hands-on strategies resulting in peak performance. Adopted and integrated process and technology solutions to boost efficiency.
Planned, organized, and delegated operational activities to handle forecasted business volume. Developed team culture to foster success and continuous improvement. Collaborated cross-functionally to coordinate information flow across teams and support operations. Synchronized work to improve efficiency, eliminate bottlenecks, and streamline processes. Spear-headed employee training programs and utilized conflict management techniques to optimize customer satisfaction and retention. Analyzed deficient areas to resolve process inefficiencies. Organized resources and teams to manage needs and coordinate operational support. Identified financial strengths and weaknesses by regularly reviewing key performance indicators and tracking sheets. Spear-headed business expansion across Tucson, including overseeing new construction and building retro fits. Directed 127 member administrative staff handling business finances, customer service, nursing, record keeping and scheduling.
Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line, scheduling, nursing, financial and supervisory positions.
Managed customer (patient) experiences with a close eye on customer (patient) and team member interactions, customer (patient) surveys, and methods of engagement. Maintained optimal employee coverage for business needs with well-prepared team schedules. Delivered consistent quality to customers (patients) by working directly with vendors on delivery and production issues. Enhanced operations with new and improved procedures targeting under-performing areas and systematic weaknesses.
Assured quality patient care by developing departmental standards of care. Responded to and managed emergencies.
Demonstrated a positive, empathetic and professional attitude towards customers and patients always Strived to meet all patient and physician needs and worked with patient care team to resolve any and all complaints. Evaluated operational processes by analyzing business objectives, physician needs and patient care. Complied with all regulatory standards.
Developed, taught and implemented three new EMR systems and job duty assignment training for all staff, physicians and residents.
Maintained regular communication with clinical/leadership staff at all assigned facilities regarding budgets, staffing, patient volume and clinical and regulation/accreditation issues. Practice Manager
Carondelet Medical Group- Tucson, AZ
April 1999-February 2002
Managed two busy Internal Medicine and Family Practice physician clinics. Empowered 48 employees consisting of RNs, LPNS, MAs, front office staff, referral clerks, lab techs, radiology techs, medical records clerk and transcriptionists to become outstanding employees and to achieve their individual career goals. Collaborated with 12 Internal Medicine and 11 Family Practice physicians to provide outstanding patient care and customer service, reduce costs by 16%, increase employee satisfaction by 4% and physician approval by 6%. Improved our clean claims submission by 21%, which resulted in an A/R reduction of six (6) days. This was achieved by routing the unclean claim to the person or department who caused the unclean claim, allowing for daily education on what is expected and needed for each person or department. Chosen at the top #1 primary care physician office throughout Carondelet Network for two years in a row. In charge of all day to day activities that occur in a primary care physician office consisting of resolving patient complaints, appeasing angry physicians, conflicts between employees and/or physicians, engaging with patients, helping all staff and physicians grow, evaluating A/R, continually improving processes and workflows to become more efficient, increasing patient satisfaction, managing costs, keeping in line with yearly achievement goals and always providing the absolute best service and care for all of our patients Front Office Manager
Tucson Orthopaedic Institute - Tucson, AZ
March 1993 to April 1999
Engaged, hands-on, results and data oriented front office manager. Implemented new processes for bringing in patients in a timely manner by changing the structure of how our phones are answered, who answers these calls, set up metrics of call handling for staff and supervisors to meet every single day. Trained all front office staff and all physicians on new computer software. Worked closely with the Business Office Manager to achieve our goal of getting all claims out within five (5) days. Worked with patients, physicians, and staff to resolve any and all complaints or issues that arose. Oversaw forty-two (42) employees including check-in staff, check-out staff, medical records clerks, phone operators appointment schedulers, referral clerks and surgery schedulers. Trained all incoming front office staff members on job duties and all technology services utilized in our offices. Monitored daily status of patient flow from check-in to check-out to ensure a positive outcome for all of our patients and physicians and staff. Documented room availability each month in advance to allow our surgeons to add in additional clinics as needed. In charge of making sure all financial obligations are met either with the patient, with a referral or with an outside medical vendor. Acted as the “Service/patient care advocate by creating a positive atmosphere for staff, physicians and patients. Dealt with disciplinary issues, as well as praise that was earned, on a continuous daily basis welcoming all positive feedback on workflows and processes which are working well or which may need to be looked at immediately.
Education
University of Arizona in Business Administration & Management The University of Arizona - Tucson, AZ
August 1987 to May 1991
Diploma
Douglas High School - Tucson, AZ
May 1987 to May 19
Skills
• Ability to maintain a positive 20 years of management Excellence in crisis- disposition in a fast-paced, experience intervention and conflict dynamic environment resolution
Excellent written and verbal skills. Excellent interpersonal skills. Proficiency in all Microsoft applications (Word, Excel, Outlook, Powerpoint). Great communication skills and the ability to maintain product/vendor relationships Effectively develops, trains and implement training materials for new processes or systems or workflows.
• EHR systems - EPIC, Cerner, Patcom, Keane, IDX
• DME
• CPR
• Business intelligence
• Process improvement
• Root cause analysis
• Business management
• Strategic planning
• Business analysis
• Operations management
• Oracle
• Quality assurance
• Translation
• Visio
• Agile
• Team management
• Requirements gathering
• Data analysis skills
• Systems analysis
• Computer networking
• Conflict management
• Management
• Change management
• Profit & loss
• Employee orientation
• Program development
• Application development
• Business development requirements
Languages
• Spanish - Intermediate
Certifications and Licenses
EMR EPIC Certified
Present
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