Melissa Burt
Branch Manager II
Waterloo,IA
Summary
Highly skilled and enthusiastic professional with more than twenty years of experience managing operations in patient-centric patient services. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to multi-level sites by providing exceptional customer service and ensuring staff have been trained properly on the most recent lab requirements for needles and tube changes. Lastly, help to ensure employees understand changing policies and programs to best meet the needs of applicants, patients and clients, as well as continuing to be within compliance.
Overview
34
34
years of professional experience
Work History
Branch Manager II
ExamOne, A Quest Diagnostics Company
06.2022 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Demonstrated commitment to regulatory compliance by staying current on industry standards, policies, and legislation affecting mobile examiner practices.
- Delivered exceptional results in challenging circumstances, adapting techniques for diverse populations and environments. My office was at 123% of Revenue for 2024 putting us 24% over goal.
- Guaranteed patient privacy by maintaining strict confidentiality throughout all aspects of examination process.
- Ensured timely completion of examinations by effectively managing appointments and travel schedules.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within our team environment.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Manage 5 office staff, 50 Mobile Examiners across Iowa and Nebraska
Patient Service Supervisor
Quest Diagnostics
03.2011 - 06.2022
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Direct day-to-day administrative and operational functions for four Patient Service Centers, providing guidance and leadership to over twenty employees across two states.
- Work with and helping to develop employee's leadership skills through coaching, by giving tasks to them to complete, resulting in promotion of employees into increased levels of responsibility.
- Interviewed, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Collaborated with manager to maintain daily operations.
- Motivated and supervised 40 employees in helping them to deliver quality patient care while preforming excellent lab services.
- Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Managed 38 Phlebotomists, 5 Patient Service Centers, 17 Clinics where 17 employees worked as contracted employee to collect lab samples, process them to be picked up by Logistics and taken to 2 labs in Lenexa, KS and Chicago, IL for testing.
Patient Service/Logistics Supervisor
Quest Diagnostics
03.2011 - 05.2013
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Investigated, triaged and resolved patient issues to encourage positive experience during patient visit.
- Organized and facilitated monthly department meetings, discussing current issues as well as upcoming new accounts, how to handle new clients while maintaining existing relationships with clients and customers.
- Hiring, interviewing and onboarding new hires both for Logistics as well as Patient Services for Iowa, also managed Phlebotomist and sites in Central Illinois.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance.
- Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Managed 4 stand-alone lab offices with 8 Phlebotomist's as well as 18 Phlebotomists that worked in various Family practice clinics across Iowa.
- Managed 20 Logistics drivers that went to Clinics across Iowa to pick up 3000 lab specimens' per day and deliver them to our lab in Chicago, IL.
Collections Supervisor
CBE Group
03.2001 - 03.2011
- Identified needs and provided training to clarify expectations of collections agents.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Worked with customers and collections representatives to monitor documentation, reduce customer disputes and collect past due debt in timely fashion.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Prepared and delivered performance reviews of ten collections agents to support continuous improvement of department.
- Managed approximately 100 incoming calls, emails and faxes per day from customers.
Medical Non Commissioned Officer
United States Army
05.1990 - 09.2000
- Communicated with lucid patients to gather incident and medical history information.
- Executed emergency diagnostic procedures to treat patients, including stomach suction, airway management and heart monitoring.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Administered tests and medication to stabilize patients in field or in transit.
- Trained new medics in basic life support skills, including cardiopulmonary resuscitation, oxygen therapy, wound care, patient history elicitation and splinting.
- Administered first aid treatment or life support care to sick or injured persons in Emergency Room settings.
- Completed minor preventative maintenance and mechanical repairs on equipment.
- Managed 6 employees on daily basis.
- Mentored junior staff members, helping develop their skills and advance in their careers.
Education
High School Diploma -
East High School
Waterloo, IA05.1987
Skills
- Seasoned in medical clinical procedures
- Immunizations
- Project oversight
- Relationship building and retention
- Inventory and restocking
- Multidisciplinary team collaboration
- Hiring and recruitment
- Venipuncture
- Department leadership
- Performance improvements
- Staff Training
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
Accomplishments
Completed a four week leadership course in the Army in 1997, so I could learn how to take that next step in leadership to understand how to now manage staff that was previously your peers. Learned policies and procedures as a newly appointed Medical NCO.
Successfully completed a week long Mentor Stage of CBE Management Growth Program in 2003
Completed the Leadership course though Quest Diagnostics in 2017, learning how to build collaborative teams, as well as learning to how better Network across departments to be able to help one another with various projects and issues that may arise.
Floral arrangement/Home Decorating
I found I love putting floral arrangements together because the arrangement starts out as just a table full of flowers and plant pieces. As I stare at the different pieces and how its going to go into the Vase or container I use, I start to see it come together and how its going to fit into the space I need to fill. There is no rhyme or reason to the design until I create it. Home decorating is kind of the same. These are areas of my life that are more free without restriction. It gives me peace and joy to be creative.
“Fight for the things that you care about, but do it in a way that will lead others to join you.” —R
What it means when I read this or think of this quote; In your fight remember you want others to join your fight not walk away from the fight. So be passionate and intentional with how you draw people in to follow you and become just as impassioned about what it is your fighting for.
Timeline
Branch Manager II
ExamOne, A Quest Diagnostics Company
06.2022 - Current
Patient Service Supervisor
Quest Diagnostics
03.2011 - 06.2022
Patient Service/Logistics Supervisor
Quest Diagnostics
03.2011 - 05.2013
Collections Supervisor
CBE Group
03.2001 - 03.2011
Medical Non Commissioned Officer
United States Army
05.1990 - 09.2000
High School Diploma -
East High School
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