Customer Service Health Care

Pablo Magana-Roca

808-***-**** *****.**********@*****.*** Clarksville, TN 37043

Operational Manager Team Leader HIPAA and Safety Advocate PROFFESSIONAL SUMMARY

Highly motivated professional with 20+ years in progressive supervisory in healthcare services and emergency treatment. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. A motivated professional offering a bachelors in health care management adding value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines. KEY SKILLS

Bilingual/ fluent in Spanish

Team Collaboration

Policy and Plans Development

Critical Thinking

Resource Monitoring

Quality Control

Risk Mitigation and Analysis Customer Service Hiring and Recruitment

Staff Management

Conflict Resolution

Data Analysis

Occupation Safety Regulations

Microsoft Office

Excellent Computer Skills

PROFESSIONAL EXPERIENCE

US ARMY COMBAT MEDIC May 2003 – August 2023

Senior Health Care Sergeant December 2020 – August 2023 US Army Fort Campbell, KY

Motivated employee performance and satisfaction through fair evaluation, process review and mentoring improving moral and section output by 20%.

Collaborated with multi-disciplinary staff to improve overall patient care and response times.

Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.

Maintained accurate records and documented client data in company databases.

Built work schedules and staff assignments while taking workload and space and equipment availability into consideration with 100% mission success.

Safeguarded patient privacy with strict adherence to HIPAA protocols.

Assisted with interviewing and hiring of employee team members with appropriate skills.

Communicated clear action plans to optimize results and successfully execute operational activities.

Enforced federal, state, local and company rules for safety and operations.

Manage employee training program for 600+ service members. Raised completion rating from 80% to 98%.

Implemented policies and standard operating procedures over new hires, daily operations, customer service and logistics program.

Conducted over 200 weapons qualifications as a Range Safety Officer with zero accidents or safety negligent mishaps.

Provided direct supervision and improvements to the field medical section increasing the patient capacity by 400% in 8 months.

Senior Technical Field Medical Advisor May 2017 - December 2020 US Army/ SATMO Panama City, Panama

Produced SOPs to document workplace procedures and optimize productivity through standardization.

Anticipated and tracked operational and tactical risks to provide strategic solutions.

Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Educated operations team on best practices, company policies, and service excellence standards.

Controlled departmental facilities use and approved requests for repairs or improvements.

Monitored inventory levels and placed new orders for merchandise to keep supply over 95% stocked. Operations Manager January 2014-April 2017

US Army Hawaii Honolulu, Hawaii

Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

Educated operations team on best practices, company policies and service excellence standards.

Anticipated and tracked operational and tactical risks to provide strategic solutions.

Crafted operations best practices using audits and project management team feedback.

Conducted interviews for Civilian new hires.

Assisted in the new hire onboarding and out-processing.

Led daily meetings with staff members to identify areas of focus, cover policy changes and facilitate positive communication.

Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.

Approved timecards for 93+ employees on a bi-weekly basis. EDUCATION AND TRAINING

Bachelor of Science, Health Care Management, March 2012 Trident University Cypress, California

Current NACLC, Secret Clearance

Current BLS, American Heart Association

Current EMT B, Emergency Medical Technician Basic AWARDS

Five Meritorious Service Medal

Six Army Commendation Medal

Four Army Achievement Medal

One Appreciation Letter from US Ambassador Panama

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