Marcus Charles Email & Phone Number

Washington, District Of Columbia, United States

•Remotely trains staff on all levels the fundamental of operating the Patient Advocate Tracking System Replacement (PATSR) tool.•Maintains Program Specialist duties while assuring timely resolution of stakeholder complaints, identity, and participating in the identification and corrections of system issues, educate staff regarding service recovery strategies, and analyze data, identify trends and patterns that create barriers for external stakeholders, garnering a 50% improvement in interactions with OPEA and office staff.•Analyzes the Patient Advocate Tracking System Replacement (PATSR) tool to track and trend data to measure stakeholder satisfaction, investigate and report delinquent cases to department Chiefs and executive leadership. Resolved over 270 + cases in 7 months.

Washington Dc-Baltimore Area

•Oversees the administrative and operational support of a high-volume office in-person and remotely which included monitoring program logistics, managing onboarding logistics, managing data, and utilizing Microsoft Office to complete projects, answers phones, types memos and SOP’s, maintains department SharePoint site, and constructs quarterly performance benchmark reports.•Conducts formal virtual training to 60 + troubled area service lines with recommendations for improvements, all of which were at the request and validation by the Service Chiefs for those areas.•Utilizes the PATSR program to assist an overwhelmed VES staff in gathering and assigning the concerns and complaints of the customers, creating a 62% decrease in the submission of complaints and entries in the tool

Washington D.C. Metro Area

•Managed laboratory expenditures and supplies. Implemented tracking system, which had resulted in a 30% waste reduction and laboratory errors including misdiagnoses.•Oversaw the daily administrative and technical operations of a high-volume clinical laboratory to include managing 10 staff members, data entry, troubleshooting, supported onboarding process, and drafted training manuals. •Spearheaded the implementation of an effective requisition tracking system, which identifies tracks and routes over 700+ weekly lab draws.

Philadelphia, Pennsylvania, United States

•Planned, coordinated, and scheduled training for new team members, reducing employee turnover by 40%. •Proficiency with obtaining vital signs, performing 12-lead ECGs, blood glucose monitoring, bowel, and bladder management to include inserting Foley catheters, administering injections, EKGs, and additional testing per physician orders. •Provided high-quality direct and indirect patient care with an emphasis on effective patient care and patient satisfaction; Served as the liaison for the patient(s) and family, working with both administrative and clinical staff.

Memphis, Tennessee, United States

•Planned lessons on social skills and conflict resolutions which helped clients set goals and implement strategies to meet their objectives.•Established a respectful and inclusive classroom environment during one-on-one counseling sessions.•Kept clients on-task with proactive behavior modification and positive reinforcement strategies in a classroom setting averaging 25+ individuals.

Master'S Degree, Health/Health Care Administration/Management, 3.8 Gpa

Activities and Societies: Honors Society & Outstanding Academic Achievement Award 2017-2018This program explored; the US system.

Bachelor Of Arts - Ba, Psychology