Customer Service Manager
Resume:
Jerald F. Kimbrell
San Antonio, TX 78261
********@*****.***
OBJECTIVE: Laboratory Manager - Microbiology
SUMMARY
Highly motivated professional who has demonstrated continuous growth, achievements and impressive leadership in the direction of complex activities within the healthcare industry seeking a Microbiology Manager position. Solid business insight with the ability to investigate and analyze needs, forecast goals, streamline operations and envision new program concepts. Excellent communication and interpersonal skills serve as the foundation to effectively network, collaborate, negotiate and maintain positive partnerships with administrators, staff, outside vendors and organizations. Proficient in the management of a diverse range of departments, professionals and programs through a complete understanding of integrated networks. Adept at setting, expecting and achieving high standards of quality in clinical laboratory environment.
AREAS OF EXPERTISE
*Organization, Time Management *Government, State, Local Compliance
*Developing Strategic Relationships *Customer Service and Retention Management
*Finance Management, Expense Control *Multi-Specialty Management Experience
* Business Negotiation *Policy and Procedure Development
*Staff Development and Employee Relations *Performance Standards / Quality Control
* Employee Satisfaction *Extensive Microbiology Background
EMPLOYMENT
North Central Baptist Hospital – San Antonio, TX 2008 - 2011
Director of Laboratory Services
Direct daily laboratory operations for a For-Profit hospital under the banner of Vanguard Health Systems. Baptist Health System consists of 5 acute care hospitals, which offer 1,753 licensed beds: Baptist Medical Center, North Central Baptist Hospital, Northeast Baptist Hospital, Southeast Baptist Hospital and St. Luke’s Baptist Hospital. Baptist Health System is a recognized Solucient 100 Top hospital system and each individual facility has earned Accredited Chest Pain designation.
Maintain the daily direction and leadership of the laboratory to include Inpatient Laboratory Testing, Outpatient Clinic Laboratory Services, Pathology Services, Phlebotomy Services.
• Implement protocols for departments to achieve Vanguard Health Systems Health For Life and Safety For Life initiatives.
• Manage departments within budget guidelines to achieve consistent financial goals
• Establish hospital wide positive relationships with all departments to include Administration, Nursing leadership, Physicians, Ancillary leaders and Baptist System Executives.
• Created business plans to develop streamlining of processes and negotiate new business with outside vendors
• Promoted active initiatives to build employee, patient and customers satisfaction in a fast paced work environment
• Built successful strategic plan to increase Laboratory Services base salary ranges and shift differential pay for employees.
• Developed cost savings plans using cost assessment and pro forma spreadsheets to bring more business in-house to reduce costs and increase physician satisfaction.
• In coordination with executive leadership, developed strategic goals to improve communications and transport for patient movement across the facility.
• Manage directives to provide rapid, accurate testing, customer service by engaging talent through relationship building to drive results and positive outcomes
Baptist Memorial Hospital – North Mississippi: Oxford, MS 2007-2008
Administrative Director of Laboratory Services
Manage administrative operations of all laboratory services at a 220-bed healthcare facility with areas of responsibility revolving around Inpatient Lab Services, Laboratory Outreach Program, Blood Bank, Pathology Laboratory and off-site Outpatient Center. Provide innovative leadership to maximize the laboratory’s contribution to overall hospital performance through effective planning, organization and financial management. Work daily with upper executive leaders and physicians to position the hospital for continued growth and market expansion.
• Administer and direct all aspects of planning and development strategies to drive forward new business. Development through in-depth analysis of client’s needs and requirements to promote growth and enhance revenue.
• Streamlined workflow to improve productivity and turnaround times by successfully negotiating and executing testing acquisitions, including capitol equipment agreements through reagent rental or outright purchase.
• Planned and implemented strategies and programs to create a team atmosphere with a focus on the development and enhancement of the professionalism of employees; provided consistent, open communication opportunities on a daily basis to promote maximum professional growth that and increase morale and productivity.
• Ensure compliance with Government, State and Local regulations. Perform systems and procedures analyses to test and analyze internal controls, identifying areas for improvement.
• Continually scrutinize short-term and long-term strategies, goals and mission achievements, instituting new objectives to maximize revenue generation and new business development.
Our Lady of the Lake Medical Center: Baton Rouge, LA 2002-2007
Manager: Microbiology and Molecular Diagnostics
Based on laboratory achievements, was hired in 2002 by a 1002-bed hospital to direct the laboratory microbiology division through total renovation and expansion phases. Analyzed prospective laboratory design, equipment and other factors with a focus on future technology and state of the art testing capabilities. Planned and executed investigative strategies to successfully ignite growth and profits for the hospital laboratory services. 3 years director experience on an interim level.
• Oversee administration of microbiology and molecular diagnostics. Assume full responsibility for the strategic planning, development, operations, marketing, customer service, administration and employee relations.
• Oversee the department policy and procedure manuals; updated, revised and overhauled where needed.
• Significantly increased revenues and decreased expenses through streamlining procedures and implementing cost-cutting measures.
• Upheld patient dignity with a high degree of concern and professionalism by performing patient rounding.
• Directly performed analysis and testing in the areas of to Clinical Microbiology, Mycology, Mycobacteriology, Parasitology, Molecular, Water sample testing and Pharmacy sample testing
UAB Hospital: Birmingham, AL 1996-2002
Evening Shift Supervisor
Selected to turn around operations, address employee conflict and implement quality control, molding the laboratory into a team environment at an 950-bed teaching hospital. Restructured operations, analyzed existing methods and developed new programs and procedures to re-direct operations and employee relations.
• Oversaw all functions of the microbiology department. Accountable for monitoring costs and expenses.
• Ensured compliance with healthcare regulating organizations including JCAHO and CAP.
• Administered and reviewed employee performance, welcomed constructive criticism from customers and employees for improving and solving service issues.
• Developed and implemented policy and procedure manuals, updating old material I to comprehensive instructional manuals, clarifying areas of responsibility.
• Performed product research for biomerieux, Inc, by performing parallel testing for company in hospital setting for transition from glass to plastic bottles.
UAB Hospital: Birmingham, AL 1991-1996
Educational Coordinator / Microbiologist
• Directed all operations and activities for training and continuing education for resident physicians, employees and laboratory students in microbiology laboratory.
• Oversaw inventory on equipment and supplies; served as authorized person with approval for supply requisitions. Handled vendor relations, met with sales representatives introducing new products and procedures. Conducted conferences and presentations with hospital and university physicians and professors to enhance the proper scheduling, training and development for laboratory medicine clinical practicum programs.
• Collaborated with staff regarding policies, procedures and staffing needs; maintained open channels of communication resulting in optimum delivery of service and a positive working environment.
EDUCATION
Colorado State University, Fort Collins, CO 2007
Master of Business Administration
University of Alabama at Birmingham, Birmingham, AL 1991
Bachelor of Science / Medical Technology
LICENSURE AND MEMBERSHIPS
American College of Healthcare Executives
American Society for Clinical Pathologists
Louisiana State Board of Medical Examiners
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