Accomplished Medical Operations Supervisor who proudly maintains a highly productive, efficient and quality-driven environment at all times. I am well-trained and offer vast experience in medical operations, excellent interpersonal communication skills and the organizational savvy to run a plasma facility smoothly. I am dedicated to continuous process improvement in the face of rapidly evolving and changing guidelines. Extremely results-oriented and proactive in addressing and resolving problems.
Strong clinical judgment
Problem resolution capability
Adept at prioritizing/managing deadlines
Accurate and detailed
Professional and mature
Articulate and well-spoken
Works well under pressure
Proficient knowledge of Microsoft Office
Experienced in Tetanus, and Rabies Immunization Specialty Programs
02/2014 to 08/2014
Call NurseSt. Anthony's Medical Center – St. Louis, MO
Make follow up calls with patients who have been discharged from the hospital.
Follow up with them in regards to their medications, follow up instructions they were given, as well as assist them with resources they may need.
Run daily reports for complaints and compliments to appropriate departments.
Work with three different computer programs at the same time; Able to multi task.
Self-directed with astute judgment skills. High level of personal accountability.
Effective counseling in health maintenance and disease management.
Processed monthly reports for department performance.
Liaised between patients and physicians to ensure patient comprehension of treatment plans.
Instructed patients and family members on proper discharge care.
Ensured HIPAA compliance.
Participated in unit-based Quality Assurance Program.
Documented patient information obtained from interviews.
03/2005 to 03/2009
Customer Operations DispatcherAtlas Security Services – Springfield, MO
Inspected security design features, installations and programs to verify compliance with applicable standards and regulations.
Analyzed and investigated all incidents alongside functional management and security supervisors.
Monitored central alarm system for fire, intrusion, and duress alarms and dispatched proper authorities when needed.
Effectively managed a high-volume of inbound and outbound customer calls.
Answered a constant flow of customer calls with up to 30 calls in queue per minute.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Managed high call volume with tact and professionalism.
Met or exceeded service and quality standards every review period.
Performed data entry while operating two computer systems.
Technical Assistant for customers having problems by troubleshooting issues with alarm systems.
05/2009 to Current
Medical Operations SupervisorCSL Plasma Services – St. Louis, MO
Process monthly reports for department performance.
Coordinate Quality Improvement Activities (QIA's) to identify performance areas for improvement.
Participate in Quality Assurance Program.
Follow infection control procedures.
Train new staff on quality control procedures.
Perform monthly inventory and maintained office and medical supply counts.
Interview donors to obtain medical information, weight and vital signs.
Document donor information obtained from interviews.
Performed basic physical assessments
Assess donors and document their medical histories.
Implement necessary changes based on evaluation of staffing requirements.
Ensure safety and well-being of donors, staff, and product.
Responsible for disclosing test results to donor.
Assess all test results and lab work to ensure acceptable for continued donation.
Ensure a chain of command and streamlining communication from center leadership to medical staff.
Established improved system for oversight of Hepatitis B employee Immunization program.
Oversee training of 5 new Medical Staff Associates at a new center
Perform IV placements, epinephrine injections, O2 administration, and immunizations for both employees and donors.
High School Diploma: Central High School - Springfield, Mo General Education
Ozarks Technical Community College - Springfield, Mo
Licensed Practical Nurse in MO, License number 2010006052,
Basic Cardiac Life Support (BLS) Certification
Also trained in the following areas to meet business needs:
Oversee center immunization and non-immunization antibody collection, Identify suitable candidates from donor population and enroll them in further testing of their plasma, Computerized transmission of titer level testing requests to laboratory, administer injections to donors as they become eligible, delegate training of new MSAs for Immunization Programs.
ambulance, CPR certified, data entry, documentation, MSA, police, processes, phones, phone, Trainer, training materials, transmission