Facilitate communications between medical staff, engineers, clerical staff and technical support groupsfor the sleep and EEG analysis product lines. Provide field base product installation, configuration, and set-up support for all peripheral devices needing to be interfaced with Compendics software products. Providephone support to clinical staff to resolve hardware, software and networking issues with Compendiucsapplications.This position involves troubleshooting hardware remotely via phone, RDP, or remote software whileapplying root/cause analysis to prevent reoccurring issues. During my tenure, I have improved customersatisfaction by providing prompt first call resolutions and educating customers on how to resolverecurring issues.

Provide clinical and operations consultative services to sleep labs to include writing and implementing policy procedures, researching and purchasing diagnostic equipment, setting up a DME program, and acquiring accreditation through ACHA and AASM.

Install, support, update, troubleshoot and train on EEG and Sleep product lines on a contractual basis. Also, provide clinical applications support for customers via telephone, remote assistance, and email.

Manage clinical and business operations in the DFW for the clinical sleep, and remote scoring service lines: while promoting awareness of sleep disorders in the community and incrementing volumes in the DFW market. Facilitate company and industry objectives and communication between local employees, remote employees, third party contractors, and third party payors to provide support for customers. Provide strategic planning and support for clinical sales campaigns, new business development and implementation including installation of equipment, recruitment and retention of key employees, and managing project timelines. Analyze industry trends and plan strategic direction to provide the best business practices. Develop materials for training clerical, clinical, and medical staff on software applications and clinical education. Act as a liaison between customers and third party IT vendors to customize applications, provide end-user training, develop and coordinate efforts to meet customers’ needs. Manage the implementation of new testing facilities which includes installation and maintenance of testing instruments, hardware and software and manage QA/QI metrics programs. Responsible for gathering business requirements and building solutions to resolve the customers open issues using Zen Desk ticketing system.Selected Achievements: • Improved employee relations and satisfaction in the DFW market incrementing business.• Evaluated referral trends and volumes to develop a staffing campaign.• Worked with the scheduling supervisor to develop an effective scheduling process.• Worked with the compliance manager to bring all IDTF locations up to ACHC standards.• Developed an efficient ordering protocol to keep supplies at par levels while staying within budgetary demands

In this position I was brought on to improve customer relations in the Dallas, TX market, manage operations, support the DME office, establish a scoring department, and provided support to the Pacific Northwest Market. I provide technical assistance in trouble shooting Lab Retriever, Sandman and Alice 5 acquisition hardware and software systems and peripheral devices. I work in conjunction with IT director to trouble shoot network, software, and hardware issues remotely. Rebuilt computers, reloaded OS, and other clinic applications.Improve the operational systems, processes and policies in support of the organization’s mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and DME), through improvements to each function as well as coordination and communication between support and business functions. I play a significant role in long-term planning, including an initiative geared toward operational excellence. I'm in charge of operations, management, planning, systems and controls. Also, I'm involved in the the management of agency budget in coordination with the Chief Financial Officer. I'm involved in supervision and coaching office staff. Also, I'm involved in product management and testing, creating policy and procedures for contracted sleep centers, accrediting sleep centers through TJC, AASM, and ACHC.My duties extend to working with sales staff to increment sales and increase volumes in the Texas market, update senior management on market trends. I provide Human Resources support to VP of Clinical Operations by managing payroll, recruiting and retaining staff, benefits enrollment and I am involved in conflict resolution among staff members through monthly meetings designed to address operations issues.

I worked as sleep technologist on a temporary basis throughout the United States based on need. I successfully completed contracts at the following locations:Roger William Hospital Sleep Lab Johnston, RI Northern Duchess Hospital Rhinebeck, NYDartmouth Hitchcock Medical Center Hanover, NHBend Memorial Clinic Bend, OR

Assisted the clinical supervisor in improving efficiencies and work flow for night staff by providing clinical training and assistance to coworkers and interns in the sleep center.Selected Achievements:-Organized the clinical areas to improve work flow for night staff.-Trained existing night staff on different CPAP interfaces and how to clean and assemble devices.-Trained clinical interns on sleep technology and applications.

Facilitated communications between medical staff, engineers, staff and technical support groups for the sleep and eeg analysis product lines. Provided field base product installation, configuration, and set-up support for all peripheral devices needing to be interfaced with Compumedics software products. This involved gathering requirements and communicating with the software engineering department and software developers to build solutions. Maintained and updated database managements system to allow for tracking and reporting of work orders and support tickets.

Managed the start up of a free standing sleep center that was hotel based which included managing project timelines to meet benchmarks which involved hiring staff and creating training programs for the facility. Developed QA/QI measures to facilitate the accreditation process through the American Academy of Sleep Medicine by implementing policies and procedures that met the standards. Select Achievements:-Achieved CMS approval and established a Medicare/Medicaid billing process-Achieved provisional AASM accreditation during AASM application process after six months of operation.-Managed a quality assurance/quality improvement program where quarterly metrics were reported on customer satisfaction and technical quality.-Supervised a team of 4 Registered Polysomnographic Technologists and 3 clerical staff.

Managed the start up and design of an extension of practice sleep center which included managing project timelines to meet benchmarks which involved hiring staff and creating training programs for the facility. This project involved the implementation of a durable medical equipment division to provide continuity of care. Developed QA/QI measures to facilitate the accreditation process through the American Academy of Sleep Medicine by implementing policies and procedures that met the standards. Select Achievements: -Achieved Medicare approval and established Medicare billing process.-Created training manuals for sales staff and sales support staff to aide in the marketing and expansion of the lab.-Participated in the creation of a formal training program including diagnostic and treatment protocol.-Supervised a team of 5 technicians in the diagnosis and treatment of sleep disorders. -Established a Durable Medical Equipment division with policies and protocols.-Worked with the billing staff in the process of billing for DME supplies and increased revenue and collections.

Utilized excellent customer service and clinical care skills in a fast paced laboratory environment to provide sleep medicine services.Select achievements:• Developed technical skills in trouble shooting clinical applications used for scheduling and performing sleep studies including software, hardware, and peripheral devices.• Learned to score sleep studies during down times.• Achieved RPSGT credentials after a year of service.• Acted as a mentor to new hires and interns.

In conjunction with the department manager and customer service staff, facilitated PAP and Oxygen therapy to customers with sleep apnea by educating on therapy, diagnosis, and compliance method and assisted the management team in the supervision of the customer service call center and medical service team.Selected Achievements: -Developed training protocols for customer service and billing personnel for the appropriate ordering and billing procedures for CPAP therapy.-Created a trouble shooting guide for on call operations managers to use during non business hours.-Maintained compliance adherence program to ensure patient compliance and satisfaction.