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Quality Manager Resume Example

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QUALITY MANAGER
Professional Summary
High-performing Manager with 10 years of healthcare and customer service management experience in hospital and salon and spa environments. Innovative and customer-oriented with a strong background in program development and management. Analytical background in quality assurance, business and marketing analysis and management principles and practices. Accustomed to communicating, organizing and solving problems to raise the stature and rankings of the organization through the use of effective program development and strategic planning methods.
Skills
  • Prudent clinical judgment
  • High level of autonomy
  • Patient/family focused
  • Patient evaluation/intervention
  • Problem resolution capability
  • Patient, staff and family advocacy
  • Policy and program development expertise
  • Diversified management experience and background

  • Adept at prioritizing/managing deadlines
  • Quality improvement competency
  • Grant writing ability
  • Analytical thinker
  • Strategic planning capability
  • Business Plan development expertise
  • Strong presentation and people skills
  • Non-profit management

Experience
Quality Manager, 07/2013 to Current
United Community Health Center – Green Valley, AZ
  • Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
  • Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
  • Represented and interpreted the agency's functions and services to other institutions, the public, government agencies and other organizations. Continually maintaining and improving the company's reputation and positive image.
  • Led the facility management staff and consultants in producing a business plan that focused on provider productivity and support, including setting priorities and job assignments for successful grant written in the amount $228,000 from HRSA for establishing a Nurse Case Manager program.
  • Prepared and organized business plan proposal for Three Points land purchase.
  • Encouraged creative thinking, problem solving, and empowerment as part of the facility management group to improve morale and teamwork.
  • Reviewed customer survey information to prioritize areas of improvement.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment.
  • Routinely collaborated with department managers to correct problems and improve services.
  • Assisted in resolving and satisfying client requests and internal operational issues.
  • Introduced, negotiated and implemented new projects to expand scope of engagement.
  • Facilitated an on-going assessment of patient/family needs and implementation of interdisciplinary team care plan.
  • Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.
  • Cooperated and communicated effectively with physicians to ensure client satisfaction and compliance with set standards.
  • Identified process improvements in the day-to-day functioning of the department.
  • Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
  • Led, designed and implemented training programs and initiatives which contributed to an increase in productivity.
  • Monitored Infection Control and Critical Incidents, Risk Management and Quality Improvement plans.
  • Maintained good communication between department heads, medical staff and governing boards by attending board meetings and synchronizing interdepartmental functions.
  • Created and maintained computerized record management systems to record and process data and generate reports.
  • Delivered on-site IT and Electronic Medical Record technical support for staff in collaboration with IT team.
  • Established as EMR support contact for eCW for staff and IT team.
  • Coached and mentored staff members, through V10 upgrade while providing technical support and ticket initiation with eCW technical support.
RN-Couplet Care, 10/2012 to 08/2013
Carondelet Health Network-St. Joseph's Hospital – Tucson, AZ
  • Assessed need for, ordered, obtained and interpreted appropriate lab tests.
  • Primary care, assessment and evaluation of neonatal and post-partum patients.
  • Counseled and educated patients about health issues and wellness. 
  • Self-directed with astute judgment skills. High level of personal accountability.
  • Effective counseling in health maintenance and disease management.
  • Managed care for post-operative patients through discharge.
  • Liaised between patients and physicians to ensure patient comprehension of treatment plans.
  • Closely monitored acute conditions.
Owner/Photographer, 11/2006 to Current
In His Hands Photography – Sahuarita, AZ
  • Photographed high-quality images for both print and Internet distribution.
  • Performed advanced computer processing of images for assignments.
  • Shot photographs in controlled lab, field and remote environments.
  • Selected and altered secondary photographic features such as backdrops and lighting.
Salon Manager, 10/2003 to 09/2005
Giovanni A' Balatti Salon & Spa – Adrian, MI
  • Main community contact for sponsorships, events and planning.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Created new revenue streams through initiation of new product lines and services.
  • Developed and rolled out new policies.
  • Worked with the communications team to drive internal promotion of company programs, initiatives, guiding principles and mission.
  • Coordinated and participated in promotional activities and trade shows.
  • Directed the hiring, training and performance evaluations for staff and supervised their daily activities.
  • Created high-quality marketing strategy documentation, including product marketing briefs, FAQs and objection handling documents.
  • Developed and implemented campaigns for email, online advertising, search engines and direct mail.
Co-Director/Project Development Manager, 04/1998 to 09/2000
Friends Ministry – Lake City, MI
  • Led a multidisciplinary program that served over 500 adults and children in the community through benevolence funding in the first year of program development.
  • Referred families to shelters, legal resources and educational programs.
  • Intervened in crisis situations to protect residents and others.
  • Enlisted the support of volunteers and collaborated with businesses and community groups.
  • Implemented ongoing client training programs and educational sessions based on a collaborative intervention model.
  • Conducted competency-based, interactive interviews to identify client needs.
  • Cultivated relationships with potential employers and with referral agencies.
  • Developed and implemented a variety of innovative policies and strategies to promote client self-sufficiency.
  • Trained, coached and mentored staff to ensure smooth adoption of new program.
Education
Master of Science: Health Care Administration, Current
Colorado State University - Colorado Springs, CO
  • 4.0 GPA Accelerated Track
  • Health Care Administration with Information Technology Specialization
Bachelor of Science: Nursing, 2012
Grand Canyon University - Tucson, AZ
  • 3.94 GPA Fast Track BSN Nursing Program
  • Second in class
  • Dean's List all semesters attended
  • Graduated Magna Cum Laude
  • Inducted into Sigma Theta Tau Merit Sorority
  • Received Academic Merit Scholarship all semesters attended.
  • Student Nurses Association Member
Associate of Applied Science: General Studies, 2011
Pima Community College - Tucson, AZ
  • 4.0 GPA
  • Dean's List
  • Continuing education in Nursing Prerequisites
Associate of Arts: Photography, 2011
Pima Community College - Tucson, AZ
  • 4.0 GPA 
  • Emphasis in Photography
  • Recipient of Louis Carlos Bernal Scholarship for works completed
  • Dean's List
Additional Skills
Management and Human Resources, Accounting, Adobe Photoshop 7, advertising, Customer service, Presentation and grant preparation and submission, database management, Desktop publishing, documentation, employee relations, marketing, marketing materials, merchandising, MS Access, Microsoft Office Professional, MS Publisher, payroll, publications, purchasing, QuickBooks, Quicken, and eClinicalWorks
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Resume Overview

Companies Worked For:

  • United Community Health Center
  • Carondelet Health Network-St. Joseph's Hospital
  • In His Hands Photography
  • Giovanni A' Balatti Salon & Spa
  • Friends Ministry

School Attended

  • Colorado State University
  • Grand Canyon University
  • Pima Community College

Job Titles Held:

  • Quality Manager
  • RN-Couplet Care
  • Owner/Photographer
  • Salon Manager
  • Co-Director/Project Development Manager

Degrees

  • Master of Science : Health Care Administration , Current
    Bachelor of Science : Nursing , 2012
    Associate of Applied Science : General Studies , 2011
    Associate of Arts : Photography , 2011

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