Hi, I’m
Carl H. Martin
North Ridgeville,USA
Summary
Multifaceted healthcare executive with a proven track record in strategic business planning, employee management, and operational planning. Possessing 20 years of leadership and supervisory experience, as well as expertise in healthcare problem-solving and managed care. A results-oriented leader and change catalyst who excels in building winning teams and developing talent. Known for an interactive interpersonal management style that consistently earns the highest survey ratings from peers for three consecutive years.
Overview
36
years of professional experience
Work History
Vanderbilt University Hospital Call Center
Supervisor- Medicine Specialty
01.2023 - Current
Job overview
- Manages Rheumatology, Renal, Hypertension, and Nephrology front operation Customer Service Management, and Customer Support Patient Call Center
- Updated outdated department registration guidance, which resulted in less Discrepancy reports (OTIS) within two months, resulting in 85% improvement first month
- Present KPIs and targets for the team to include individual performance metrics Average Handle times, Adherence, Quality scores and call avoidance
- Recently raised teams metrics by 12% most in the department on all KPIs
- Conducts one on one coaching, Team meetings on the spot monitoring of call volume and timely service
- Monitors and adjust process as dictated by analytics
- Manages, Team employee engagement programs which has resulted in leader in Culture Survey three years in a row in both Surgical Sciences then Medicine Specialty resulting in caregivers’ satisfaction of leadership approach to leading team
- Manage Patient escalations, attempt to resolve issue or escalate as required
- Provide on the spot coaching, additional training and support
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Vanderbilt University Hospital Call Center
Supervisor- Surgical Sciences
01.2021 - 01.2023
Job overview
- Manages Surgical Sciences Dental, Oral Surgery, and Plastics Patient Call Center
- Identified a revenue leakage of payments made for Dental/Oral surgery unsettled billing
- Resulting in over one million dollars in outstanding payment received
- Manages communication tasks between healthcare providers and front-end registration
- Conducts one on one coaching, Team meetings and on the spot monitoring of call volume and timely service
- Created employee engagement programs, managed budget to support 330 caregivers
- Had the highest retention rate in all Patient Access for two years
- Conducts one on one coaching, Team meetings and on the spot monitoring of call volume and timely service
- Handpicked contractors to offer positions at VUMC in patient access positions, provided development, coaching, monitoring, pay and career progression plans- deemed best in-Patient Access
- Work with workforce on workflow optimization during high call volumes
- Manage Patient escalations and complaints attempt to resolve issue or escalate as required
- Provide on the spot coaching, additional training and support
- Present KPIs and targets for the team to include individual performance metrics Average Handle times, Adherence, Quality scores and call avoidance
- Initiated KP[, VUMC Policy and Metrics training
Cleveland Clinic Emergency Room Finance
PAS Department Supervisor III
01.2017 - 01.2021
Job overview
- Managed 13 Emergency room access representatives and two department leads in daily emergency operations
- Team leads of HERT/HAZMA- due to experience in casualty collection points
- Selected to represent emergency room operations to help Newly acquired Akron General Hospital to learn EPIC systems and introduce Cleveland Clinic philosophies and teach processes that would help them adapt to new systems
- Start with Heart training instructor trained over 400 employees, on how to handle and identify, signs of distress and how to handle difficult situations patients or loved ones are experiencing
- Manage Patient escalations and complaints resolve issue or escalate as required
- Provide on the spot coaching, additional training and support
Cleveland Clinic Hematology Oncology Pediatrics Department
Department Team Lead
01.2015 - 01.2017
Job overview
- Managed four department front desk Services Specialist
- Assisted desk staff process difficult registrations, check in/Out scheduling, validate coverages
- Infusion billing and summary reports for patients
- Organized and executed activities schedules, developed and reinforced daily routines
- Worked closely with department Social Workers, Pediatric Psychologist and Infectious Disease in scheduling special cases which consisted of research funding, Embassy Funding and Amish Funding
- Hand selected to be on the Cleveland Clinic Uniform selection team which selected all Services Specialist uniforms
U.S Department of Veterans Affairs
Human Resources Personal Security Manager
01.2011 - 01.2013
Job overview
- Initiating and managing investigations (SAC/NACI/MBI/BI) on contractors and other individuals seeking employment with the U.S
- Department of Veterans Administration
- Selected as Team lead of HERT/HAZMA- due to experience in casualty collection points
- Worked with Homeland Security & Federal Bureau of Investigations validating investigations, adjudicate clearances and run Finger prints for award of clearance
United States Air Force
MSgt E-7/ Manager
01.1989 - 01.2009
Job overview
- Hand selected to Protocol Officer for Headquarters Air Combat Command overseen 1257 dignitary visits to Langley AFB to include four Presidential, Congressional, Joint Chief of Staff, Foreign Air Attache, celebrities and Joint Forces four-star generals
- International correspondence team planning
- Selected to support Honorary Hillary Clinton on local visit, transport, coordinate with Secret Service for support and coordinated Type secret clearance briefings
- Led over 450 military members and 2300 Civilians as a Services Specialist Air Force Manager at Nellis AFB
- Managed two health and wellness centers supporting 5500 Military members, 11,000 Civilian workers and all local military retirees
- Conducted Mortuary support for numerous military members, dependents, congressional and Generals in transportation, security, ceremonies and other honorary displays
Education
US Air Force
Executive Non-Commissioned Officer Leadership Training from Mortuary Affairs Team lead/Search and Recovery
Baldwin Wallace UniversityBerea, Ohio
Bachelor of Arts from Health Care Management
05-2015
Skills
- Quality analysis
- Planning and organizing
- Research and analysis
- Implementation of policies/procedures
- Operations management
- Quality improvement
- Conflict resolution
- Budgeting matrix
- Training and skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Access
- Microsoft Project
- Microsoft Outlook
- Cisco
- Business Objects
- Crystal
- HIPAA
- OSHA
- Medical Terminology
- Staff management
- Complex Problem-solving
- Staff development
- Analytical thinking
- Team building
- Project management
- Relationship building
- Priority management
- Business administration
- Financial management
- Data analytics
- Quality control
- Performance management
- Professionalism
- Self motivation
- Reliability
- Adaptability
- Data analysis
- Time management abilities
- Customer relationship management
Trainingandskills
- Microsoft Word
- Excel
- PowerPoint
- Access
- Project
- Outlook
- Cisco
- Business Objects
- Crystal
- HIPAA
- OSHA
- Medical Terminology
Affiliations
- Shriners/Masons/Scottish Rite
Timeline
Supervisor- Medicine Specialty
Vanderbilt University Hospital Call Center
01.2023 - Current
Supervisor- Surgical Sciences
Vanderbilt University Hospital Call Center
01.2021 - 01.2023
PAS Department Supervisor III
Cleveland Clinic Emergency Room Finance
01.2017 - 01.2021
Department Team Lead
Cleveland Clinic Hematology Oncology Pediatrics Department
01.2015 - 01.2017
Human Resources Personal Security Manager
U.S Department of Veterans Affairs
01.2011 - 01.2013
MSgt E-7/ Manager
United States Air Force
01.1989 - 01.2009
US Air Force
Executive Non-Commissioned Officer Leadership Training from Mortuary Affairs Team lead/Search and Recovery
Baldwin Wallace University
Bachelor of Arts from Health Care Management
Similar Profiles
Elisabeth DeppeElisabeth Deppe
REGISTERED NURSE NEONATAL INTENSIVE CARE UNIT at Vanderbilt University Medical Center Children's HospitalREGISTERED NURSE NEONATAL INTENSIVE CARE UNIT at Vanderbilt University Medical Center Children's Hospital
MARIANNE ‘EMMY' CORRYMARIANNE ‘EMMY' CORRY
EXECUTIVE ASSISTANT to the EXECUTIVE MEDICAL DIRECTOR, ASSOCIATE NURSING OFFICER and ASSOCIATE OPERATING OFFICER at VANDERBILT UNIVERSITY MEDICAL CENTER VANDERBILT HEART and VASCULAR INSTITUTE (VHVI)EXECUTIVE ASSISTANT to the EXECUTIVE MEDICAL DIRECTOR, ASSOCIATE NURSING OFFICER and ASSOCIATE OPERATING OFFICER at VANDERBILT UNIVERSITY MEDICAL CENTER VANDERBILT HEART and VASCULAR INSTITUTE (VHVI)
TONISSA R. HILLTONISSA R. HILL
Program Manager at Vanderbilt University Medical Center, Vanderbilt Home Care ServicesProgram Manager at Vanderbilt University Medical Center, Vanderbilt Home Care Services
Rosemary BlayneyRosemary Blayney
Sales Associate at HallmarkSales Associate at Hallmark
Zackary KellerZackary Keller
Wealth Management Intern at Fifth Third Private BankWealth Management Intern at Fifth Third Private Bank