Customer Experience Business Operations

Thomas W. McLaughlin *************@*******.***

https://www.linkedin.com/in/tom-mclaughlin-22428222/

Medford, New Jersey 08055 610-***-****

15+ years of healthcare experience responsible for the management of clinical and business operations of assigned routes and workflow, including the delivery of quality clinical services, durable medical equipment, and oxygen for the purpose of improving the patient / customer experience, materials management, software implementations, regulatory compliance, equipment maintenance, environment of care, fleet and facility management. I have been Manager on Call after hours to problem solve emergency issues such as add-on outpatient delivery questions, facility or operational issues due to weather, call outs or other unforeseen circumstances. I always support the strategic direction and established procedures of the operation of the company including new programs, special projects and growth initiatives. I have exemplified my employer core values of inclusion, compassion and excellence. I have worked with other site managers, executive directors, medical administration and physicians, clinical personnel and administrative leadership within their assigned areas to remove barriers to success and achieve organizational goals.

I provide strong, effective, goal-oriented leadership and provide training to direct and indirect reports with integrity through effective communication. I support and meets goals, objectives, policies, procedures and systems for all operational areas within span of control. I support, coordinate, and maintain standard work procedures and policies to improve efficiency, resolve issues, solve problems and evaluate effectiveness across operations. I am a coach who develops, educates, mentors, and holds accountable direct reports as well as fosters an environment of trust throughout their areas of responsibility. I believe in leadership tools such as rounding on patients, employees, and providers and practice reward and recognition of key behaviors focusing on continuous improvement. I have created quarterly performance measures and action plans focused on meeting annual role-specific and organizationally driven goals for my team. I perform data sources and reporting and analysis to drive decision-making within area of control geared towards meeting organizational goals. I collaborate in professional development activities and maintain professional affiliations Areas of Expertise

● Inventory Software

● Inventory Control Systems

● Purchasing Invoicing

● Personnel Development

● Fleet Maintenance

● Logistics Management

● Facilities Management

● Payroll Processing

● Compassionate Care

● Budgeting - MRP

● Business Forecasting

● Written Communication

● Distribution

● Dedicated Leadership

● Emergency Management

● Operations Management

● Resource Management

● Financial Analysis

● Analytical

● Team Building

● Collaborative

● Regulatory Compliance

● Oral Communication

● Microsoft Excell

Accomplishments

● Organized and created shelf locations for 12 styles of employee scrub / front desk uniforms in 10 sizes to ease counting and ordering to 1 time per month.

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● Earned annual award for lowest OT % at 3.5% among 15 HME Service Centers in 2018. Maintained OT % under 6% for 8 years.

● Earned 90% - 100% of quarterly bonus for 8 years based on established goals.

● Maintained 98% or higher preventive maintenance on Oxygen Concentrators and BiPap units in fleet over 1000.

● Established monthly mini-PI, Physical Inventory for over 300 DME items and part numbers.

● Maintained fleet maintenance under budget for 10 vehicles. Reduced expenses from $1000 to $750 per vehicle.

● Consistently achieved On-Time delivery 98% for same day emergency add-ons in less than 4 hours.

● Reduced patient backorders from 50 to 5 in first 6 month by establishing vendor mini-PI counts weekly then monthly.

● Installed Oxygen Trans-filling station to fill 72 portable or 16 back up cylinders. Career Experience

Supervisor. PPG Chemical Management Services, Mt Laurel, NJ 05/2023 Present Oversee 3 remote On-Site Chemical Inventory Coordinators at 4 customers in Pa, NY and Ct. Provide direction for personnel at aerospace companies to ensure proper levels on chemicals and other materials are available. Manage on site min / max levels ans safety stock levels in regional warehouse based on vendor minimum order quantities and product lead times. Conduct quarterly reviews of performance of PPG at customer site

Senior Purchasing Analyst, Rothman Orthopaedics, Philadelphia, Pa. 10/2020 – 05/2023 Place all purchase orders for the organization including Visco knee injections, numbing agents, Physical Therapy, Hand Therapy and Orthotics for 30 locations in 4 states using Intacct Purchasing and Accounting system and vendor web sites. I also place purchasing orders for office and kitchen supplies throughout the organization. Distribute Personal Protective Equipment (PPE) and interoffice mail to local offices using our contracted regional courier vendor or shipping via UPS or USPS.

● Place all orders for the company, including PT, Hand Therapy, IT Orthotics $1m annually

● Place all injection orders $5m annually

● Maintain vendor contacts. Approve invoices for payment

● Distribute PPE and other supplies on hand from inventory as requested

● Maintain inventory of office and medical supplies

● Maintain purchase order system

● Coordinate repairs of office supplies

HME Branch Manager, Vitas HME Solutions, Sharon Hill, PA. 02/2011 – 03/2020 I scheduled / routed 5 drivers with 12-15 stops each per day throughout the 3-state service area. Purchasing and receiving inventory into Brightree patient / inventory management system. I was responsible for an annual purchasing budget of $1m. I coordinated vehicle maintenance for a fleet of 10 vehicles. I processed weekly payroll including overtime and on-call schedules for after-hours emergency deliveries. I ensured company, federal, vehicle, DOT, OSHA and JCAHO compliance and standards

● Purchasing of equipment using Brightree Patient Inventory Management System $1m annually

● Receiving, assembling, warehousing and maintenance of inventory

● Manage Vehicles using Donlen Fleet Maintenance program for fleet of 10 vehicles.

● Development of employees’ knowledge and competence

● Coordinate managers and Federal Express and UPS service to patients through team managers

● Ensure adequate on-call coverage for after hour emergency deliveries

● Ensure Federal vehicle safety, DOT, OSHA, and JCAHO compliance Operations Manager, Neighbor Care, Boothwyn, PA. 08/2000 – 02/2011 I oversaw the routing of 12 drivers by the Distribution Supervisor and 3 Dispatchers in Southeast Pa, Delaware, and South New Jersey. I managed the warehouse staff of 1 Supervisor, 4 clerks and 2 oxygen trans-fill techs receiving, warehousing and staging products for deliveries. I oversaw the quality and productivity of 1 Repair Supervisor and 5 techs. I also processed payroll, ensuring adequate on-call coverage for emergency add-on deliveries. I reviewed all requests to purchase inventory and ensured any backorders were ordered as soon as possible. I also coordinated the preventive maintenance of a fleet of 15 vehicles.

● Reduced patient backorders from 50 to 5 per week through bi-weekly inventory count

● Responsible for inventory and tracking of supplies in the warehouse

● Replaced all warehouse racking and shelf labels

● Added product locations electronically for order delivery tickets

● Reduced monthly maintenance costs from $1000/truck to $700/truck

● Initiated DOT training for all supervisors for federal compliance

● Installed oxygen trans fill system and eliminated vendors filling tanks

● Managed receiving, storing, repairing and delivery of medical equipment and supplies

● Supervise the maintenance of delivery vehicles

Experience With: Vendor website purchasing, Intacct, McKesson, Medline, SME, Office Basics, WB Mason, Brightree patient / inventory / routing Management System, Donlen Fleet Tracking and Maintenance, Paycom payroll processing, OSHA, FDA, HIPAA, CGMP, DOT, JCAHO, Cycle Counting, Warehousing, Distribution, Auditing Additional Experience

Apria Healthcare Group, Inc. - MidAtlantic Regional Warehouse Manager, Boothwyn, PA United Health Care Services, Inc. - Regional Distribution Center Manager, Philadelphia, PA Education

Bachelors of Science: Business Administration and Marketing King’s College

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