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Customer Service Quality Assurance

Washington, DC, 20019
August 29, 2012

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*** **** ****** ** • WASHINGTON, DC *****

PHONE 202-***-**** • E-MAIL



Obtain a position where I can maximize my skills, and training experience.


04/2008-Present Inova Health System Mount Vernon Hospital, Alexandria, VA

Administrative Coordinator/Executive Assistant

Provide secretarial support to CNE and / or Director(s) to facilitate completion of department work.

Serves as office manager, ensuring the efficient and effective functioning of department operations

Perform Kronos Admin duties including troubleshooting and maintenance of the Kronos System

Responsible for maintenance of schedule pay codes and policies, work rules and org map set up

Created and maintain Hyperfind Queries and Genies

Support and maintain account information such as security, rights and user groups

Maintain Calendar, coordinate meetings, and arrange Travel through American Express Business Travel

Compose, review, and prepare correspondences and preventatives accurately and in a timely manner.

Comply and maintain data and documentation to ensure availability of complete, accurate, and up-to-date information

Field patient complaints via phone and online. (twitter)

Serve on Emergency Management Team for IMVH

Inova Health System Alexandria Hospital, Alexandria, VA

Surgery Billing Acct Rep

Coordinated daily perioperative schedule to facilitate maximum utilization and efficiency and minimum procedure-related problems.

Ensured that each day's charges are processed in accordance with department guidelines in a timely and accurate manner.

Ensured that all perioperative documentation is complete and accurate.

10/2005-04/2008 Washington Hospital Center, Washington, DC

Senior Imaging Services Scheduler

Performed human resources responsibilities for staff which included interviewing, selecting, promoting, staff developing, performance evaluations, and salary adjustments, resolution of employee concerns, disciplinary counseling, terminations, and employee morale.

Supervised up to 10 Employees in absence of Supervisor

Maintained proper staffing of personnel, including the development and maintenance of productivity, quality, and quality standards

Investigated patient, family, physician, nursing, and/or hospital staff complaints and responded to suggestions and complaints in a timely manner.

03/1999-09/2005 National Naval Medical Center, Bethesda, MD

Lead Patient Services Specialist (Kelly Services)

Responsible for the overall leadership and supervision of staff in the Patient Services.

Supervised 12 Employees in the absence of Supervisor

Responsible for the coordination and monitoring of: staff scheduling payroll and timekeeping, and educational tracking.

Additional responsibilities included: working in the role of Patient Services Supervisor, customer service, supplies, equipment and facilities management, quality assurance and improvement.

11/1993-02/1999 McKesson Medical-Surgical Inc, Auburn, WA

Sr. Buyer

Supervised 15 warehouse assistants and pharmacy technicians

Planned and implemented activities related to the product or material purchase, inventory control, and shipping and receiving storage functions.

Ensured products and materials are ordered and in stock to meet company requirements, while maintaining acceptable inventory levels

Collected, evaluated, and reported data in order to manage inventory

Analyzed inventory records. Interpreted results of overall inventory.

06/1990-10/1993 United States Army, Fort Lewis, WA

Battalion Weapons Specialist

Maintained platoon equipment and provided administrative support


1984-1988 Wilson Senior High Florence, SC

High School

1988-1990 Normandale Community College Bloomington, MN


SKILLS McKesson Web Scheduler

ANSOS One-Staff

KRONOS Workforce Central Version 6.0 (Payroll Systems)

Microsoft Office and Outlook

Unibased System Architecture (USA) RMS System

GECE IDX Carecast Application

PICIS Ingenix System

ANSOS Onestaff

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