Manager Customer Service

JUDI SHANAHAN

***** ****** **** ****, ****, NV **521 775-***-****

wrs2rl@r.postjobfree.com

Career Objective: Medical Program Manager/Administrator with an opportunity to excel in areas of same or general management.

Profile: Self directed, committed professional with years of experience. Understands and utilizes professional development and P & L management while balancing the importance of building strong client relationships essential to successful business operations.

Education: BS –Nursing and Public Health, University of San Francisco

Qualifications: *Successful development and implementation of root cause analysis and change process.

*Efficient use of information monitoring and evaluations to identify areas of improvement.

*Researched and developed marketing model with expectations exceeded.

*Proficient in regulatory/compliance liaison to all staff levels and clients.

*Exhibits understanding of identified profitability tools and goals.

*Ability to capture information for monthly financial reports.

*Accomplished oral and written communication.

*Meticulous research into complaints with effective resolution of identified issues.

*Ingenuity utilized in personnel recruitment and retainment.

______________________________________________________________________________

Work Experience

Medicine, Management and Marketing

*Instructor, Amerimed LLC., San Diego and various sites, California

2004-ongoing

Responsibilities: Instruction on IV Therapy and Blood Draw.

Accomplishments: Educate students and new graduates on acceptable techniques and theory involved.

*Program Manager, Western Health Resources, San Diego, California

2006-2008

Responsibilities: Managed day to day operations of Home Health Agency.

Accomplishments: Achieved progressively higher sales growth and profitability. Increased nursing staff two fold in response to business expansion.

Implemented and managed successful networking practice resulting in greater client admissions along with proven higher overall client satisfaction.

Utilized knowledge of California and Federal wage and hour laws to stabilize payroll issues.

*Case Manager, Gentiva Home Health, San Diego, CA

2004-2006

Responsibilities: Managed and performed daily home visit schedules.

Accomplishments: Developed efficient and effective daily home visit schedules to better accommodate clients and their acuity.

Reorganized written and verbal performance evaluations of LPNs (licensed practical nurse) and CHHAs (certified home health assistants) to improve employee productivity and communication.

Assisted in direct training of skills development designed to keep staff up to date on changing issues in the medical field.

*Quality Assurance Specialist, San Diego County Emergency Medical Services (EMS)

1990-1995

Responsibilities: Reviewed monthly traumatic deaths, examine documented medical concerns of incarcerated clients, and assisted in the development of ongoing disaster operations procedures.

Accomplishments: Assisted in formal written critique for hospital trauma designation.

Developed, implemented, and certified fire department and volunteer fire department personnel on use of Automatic External Defibrillator (AED) in conjunction with representatives from Laerdal corporation.

Created and implemented instructional educational aids for police and emergency personnel with an emphasis on the importance of chain of custody and evidentiary collection.

Various emergency medicine departments including triage and critical air/ground transport

Responsibilities: Extracting client information, sorting and determining appropriate care.

Accomplishments: Expedited waiting times by anticipating frequently asked questions for specific tests to rule out pertinent negatives.

Ensured that customer service levels were maintained at the highest standard.

Communicated with pre-hospital personnel to achieve client stabilization prior to arrival.

Clinical Instruction and educational expertise;

Instructors of LPNs (licensed practical nurse) of IV therapy and phlebotomy, ongoing instruction in the emergency department, instruction to prehospital personnel and first responders on chain of custody, setting up mock disasters for incident command, education to volunteer fire personnel on the use of the AED (automatic external defibrillator).

Additional Skills/Abilities

*Strongly self disciplined with the aptitude to work effectively under pressure.

*Ability to balance competing priorities and multi task efficiently, completing reports and projects in a timely manner and under critical time deadlines.

*Accustomed to handling confidential and sensitive records, documents and communication with discretion.

*Resilient and versatile with the ability to maintain an approachable attitude during trying times.

*Proven excellent team building skills within a multi-cultural environment.

*Computer literate including internet research proficiency and data entry.

*Excellent written and verbal communication skills.

References immediately available upon request.

Contact this candidate