Call Center director

Vicky Califf MHA-HA, BSN, RN

Murphy, TX ***** • 210-***-**** • advjw4@r.postjobfree.com

SENIOR LEVEL NURSING LEADER

Registered Nurse with over 14 years of combined management experience in Clinical Staff management including inpatient and Telehealth setting. Ensure that KPI’s and compliance requirements are met by reviewing data and serve as Client liaison. Leverage strong leadership skills by successfully supporting new service lines and restructuring of existing programs. Fluent in French. Areas of expertise:

Management Conflict Resolution Finance Relationship Management Team Building Training Employee Development

Compliance Telehealth Pharmaceuticals Program Management

EXPERIENCE

Lash Group/ AmerisourceBergen-Frisco, TX November 2013 - June 2022

Senior Nurse Manager, July 2017- June 2022

Nurse Manager, November 2013 - July 2017

Provide leadership support for several Clinical programs (Pharmaceutical Clients) including training, budget, compliance requirements. Monitor, report, and maintain KPIs as per contractual and URAC requirements.

●Supported program development by adding a service line to existing program to enhance Adverse Event compliance. Resulted in a significant decrease in missed Adverse Events for Client to < 1%

●Subject matter expert for monthly call center reporting/stats. Mentor for new managers as well as a resource for other leaders requiring assistance with evaluation team productivity, reducing abandoned calls to <5% and 0 RONAs

●Developed and updated work instructions, SOPs, business rules on a continual basis as required for each program

●Assisted as a resource for URAC certification and recertification by assisting during interviews, as well as providing documentation and supporting junior team members with process

●Supported rightsizing for programs by reviewing budget, creating staffing models and performing underwriting exercises. This was presented to Clients for approval

●Acted as Client contact for all assigned programs, requiring scheduled meetings, EBRs, client provided training, as well as customer service

●Subject matter expert for internal/external audits and compliance

●Evaluation of employee performance and development

Children's Medical Center - Dallas, TX October 2006 - March 2013

Clinical Manager, March 2008 - March 2013

Supervised over 50 Nurses and Technicians, led recruiting, and hiring, managed employee review process and ensured compliance with state and federal regulations. Evaluated patient care procedural changes for effectiveness.

●Monitored unit budget. Created annual goals, objectives and budget and made recommendations to reduce costs.

●Evaluated employee performance, provided feedback, and assisted, coached, and disciplined staff.

●Monitored the QA (Quality Assurance) program to improve performance and maintain high standards of care.

●Minimized staff turnover through appropriate selection, orientation, training, staff education and development.

●Developed and managed budget and revenue expectations while seeking ways to eliminate or reduce expenses.

●Chairperson of Clinical practice Council. Implemented several cost saving and staff/patient satisfaction initiatives,

including TAT (Temporal Artery Thermometer), Care plan redesign, HMPC (Home Medication Plan of Care)

ADDITIONAL EXPERIENCE

Children's Medical Center – Dallas, TX: Team Leader, Registered Nurse

Cross Country - Boca Raton, FL: Registered Nurse

Methodist Children's Hospital - San Antonio, TX: RN/Charge Nurse

Olsten - San Antonio, TX: Registered Nurse

Women's and Children's Hospital – San Antonio, TX: Registered Nurse

Cross Country – Boca Raton, FL: Registered Nurse

Montreal Children's Hospital - Montreal, Q C: Registered Nurse

EDUCATION and PROFESSIONAL DEVELOPMENT

Master of Business Administration in Healthcare, Regis University, Denver, CO

Bachelor of Science: Nursing, Cum Laude – University of Texas Health, San Antonio, TX

Associate of Nursing - Cegep de St-Hyacinthe, Quebec Canada

Customer Service Excellence- Frisco TX

Crucial Conversations-Frisco, TX

7 Habits of highly effective people-Frisco, TX

PENS and MAGIC conferences

Green Belt- Dallas TX

GIVING BACK

Girl Scouts of Northeast Texas- Troop Leader

Plano Independent School District- School Volunteer

Contact this candidate