Susan Schmid
Aurora,CO
Summary
Motivated and talented Clinical Operations Consultant offering highly analytical mindset and project management skills across strategy, capacity planning and scheduling areas.
Results-oriented with strong research and decision-making skills to determine specifications and develop action plans. Collaborative with excellent interpersonal and communication skills across diverse groups.
Overview
16
16
years of professional experience
Work History
Clinical Operations Consultant
Vyaire Medical
01.2021 - Current
- As a Clinical Applications Specialist, I support pulmonary function testing and cardiopulmonary exercise testing products providing customer support through product and service education
- In this field-based role, I am responsible for the success of our customer deployments
- This includes product training, testing for CEU's credits, and strategically partnering with the sales and services teams to provide our customers a best-in-class experience
- Communicate timely and effectively with customers, sales, and service regarding all training and education related items
- Conduct remote-based trainings
- Identify and communicate opportunities for product improvement using direct customer feedback
- Implemented processes and procedures to improve overall efficiency in operations with clients
- Adapted quickly to changing project priorities and job specifications with analytical thinking and task prioritization skills.
- Implemented processes and procedures to improve overall efficiency in operations.
Director of Service
PULMONE USA Inc
11.2019 - 01.2021
- Strengthened company business by leading implementation of global customer satisfaction initiatives
- Increased call center productivity through a variety of process improvements
- Oversee roll-out, implementation and communication of new processes and initiatives across global organizations
- Manage post-sales service to customers consistent with company service and quality objectives
- Developed and established procedures and policies governing customer correspondence and the handling of customer complaints
- Implements product strategies to ensure that company sales and marketing messages are delivered appropriately to customers
- Provide direction, training, and customer centric resolutions to product support and field technicians
- Ensured customers are retained, satisfied, and that their needs are fulfilled
- Implemented process improvements resulting in an increase "on-time" processing and efficiency rating
- Develop and establish operational policies and strategies at the Corporate Level
- Designed and created all training and quality programs and materials
- Ran multiple team projects and served as main contact
- Direct and collaborate with operations to reduce errors and increase customer satisfaction related to all aspects of delivery, installation, and operation of the device
- Drove financial performance through productivity analysis, contract terms and resource planning.
- Resolved customer complaints or problems to decrease escalation issues to corporate.
- Implemented strategies to enable team members to provide quality services to clients.
Supervisor Pulmonary Diagnostic Lab
UNIVERSITY OF COLORADO HOSPITAL
06.2017 - 11.2019
- Directly supervised quality, compliance, and reporting team of 8 full time staff members
- Responsible for all operational processes associated with a high volume Pulmonary Diagnostic Lab utilizing Vyaire/Carefusion equipment along with FeNO by Circassia
- Assisted in planning, coordination of 70+ clinical trials operations
- Revenue Cycle Management
- Developed guidelines along with policy and procedures for performing pulmonary diagnostic testing
- Oversees the daily operation of the Pulmonary Diagnostic department to include employment decisions, performance evaluations, training, and development as well as inventory, and equipment issues
- Provides information systems and data management processes for ongoing performance improvement.
- Developed optimal staffing models to meet operational needs and budgetary constraints.
- Maintained productive workflow through on-time procedure starts and room turnarounds.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Pulmonary Function Technologist
UNIVERSITY OF COLORADO HOSPITAL
09.2016 - 06.2017
- Performs pulmonary function testing and specialty testing such as Methacholine, EIB and Metabolic carts to gather data for use by physician in diagnosis and treatment of pulmonary disorders
- Assisted with Bronchoscopy/Laryngoscopy
- Inspected, maintained, and adjusted PFT equipment to maintain optimal functionality and diagnostic usefulness.
- Implemented quality assurance, quality control programs, train new employees, troubleshoots equipment problems, adherence to JCAHO, institutional, and governmental policies, and regulations.
- Contributed to diagnosis of pulmonary disorders by evaluating patient pulmonary systems using spirometers and other respiratory testing equipment.
Pulmonary Rehabilitation Specialist
UNIVERSITY OF COLORADO HOSPITAL
10.2012 - 09.2016
- Provides patient assessment, care, and education in the PR setting
- Assist with development of educated material for patient
- Organizes and facilitates support groups for patients and their families.
- Evaluated and screened patients to determine needs and provide necessary support.
Registered Respiratory Therapist
UNIVERSITY OF COLORADO HOSPITAL
08.2007 - 10.2012
- Therapeutic and Diagnostic procedures for acutely and chronically ill patient in all hospital areas
- Airway management, bronchoscopy/ Laryngoscopy
- Committee Participation: STAR Committee, PPC Committee, Education Committee
- Educating: Staff RT’s, RN’s, and physicians at bedside
- Preceptor and patient advocate and educator.
- Managed and operated mechanical ventilators to deliver airway management.
Education
Bachelor of Science - Respiratory Care
MIDWESTERN STATE UNIVERSITY
Wichita Falls, Texas05.2017
Associate of Science - Respiratory Therapy
Pueblo Community College
Pueblo, Colorado05.2007
Skills
- Compliance Understanding
- Team Meetings
- Results Presentation
- Test Plan Design
- Complex Problem Resolution
- Program Operations
- Project Management
- Systems Analysis
- Corrective Actions
- Program Rollout
- Reporting and Analysis
- Customer Needs Assessments
Timeline
Clinical Operations Consultant
Vyaire Medical
01.2021 - Current
Director of Service
PULMONE USA Inc
11.2019 - 01.2021
Supervisor Pulmonary Diagnostic Lab
UNIVERSITY OF COLORADO HOSPITAL
06.2017 - 11.2019
Pulmonary Function Technologist
UNIVERSITY OF COLORADO HOSPITAL
09.2016 - 06.2017
Pulmonary Rehabilitation Specialist
UNIVERSITY OF COLORADO HOSPITAL
10.2012 - 09.2016
Registered Respiratory Therapist
UNIVERSITY OF COLORADO HOSPITAL
08.2007 - 10.2012
Bachelor of Science - Respiratory Care
MIDWESTERN STATE UNIVERSITY
Associate of Science - Respiratory Therapy
Pueblo Community College
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