Timothy Gray
Program Manager
Maricopa,AZ
Summary
Program Manager with 14 years of experience in juggling the schedule and travel plans of multiple executives. Adept in handling the busy schedules and travel plans of a corporate executives, while juggling other general office administration duties. Can execute appointment management, writing corporate emails, and bookkeeping while meeting deadlines and showing excellent customer service.
Overview
22
22
years of professional experience
Work History
Medical Receptionist
Banner Urgent Care
Chandler, AZ
11.2020 - Current
- Demonstrated respect, friendliness and willingness to help wherever needed
- Increased customer satisfaction by resolving billing or healthcare provider issues
- Maintained energy and enthusiasm in fast-paced environment
- Served customers and followed outlined steps of service
- Led projects and analyzed data to identify opportunities for improvement
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Carried out day-day-day duties accurately and efficiently
- Managed on-site evaluations, internal audits and customer surveys
- Developed and maintained courteous and effective working relationships
- Used coordination and planning skills to achieve results according to schedule
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Worked closely with site supervisor or zone manager to maintain optimum levels of communication to effectively and efficiently complete projects
- Proved successful working within tight deadlines and fast-paced atmosphere
- Used Microsoft Word and other software tools to create documents and other communications
- Increased customer satisfaction by resolving medical, billing and customer service issues
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Checked patient insurance, demographic and health history to keep information current
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Adhered to strict HIPAA guidelines to protect patient privacy
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases
- Enhanced office productivity by handling high volume of callers per day
- Organized paperwork such as charts and reports for office and patient needs
- Referred and screened patients to make best use of resources, triage staff and serve community members
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care
- Transcribed phone messages and relayed to appropriate personnel
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated
- Helped patients complete necessary medical forms and documentation
- Completed patient referrals to other medical specialists
- Maintained current and accurate medical records for patients
- Supported office staff and operational requirements with administrative tasks
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Collected room deposits, fees and payments
- Answered multi-line phone system and greeted callers enthusiastically
- Kept accounts in balance and ran daily reports to verify totals
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation
- Maintained transaction security by verifying payment cards against identification
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate
Security Guard
Tempe Union High School District
Tempe, AZ
11.2015 - Current
- Assisted Principal/Assistant Principal/Plant Foreman in maintaining a safe campus environment for all students, faculty, staff and community members.
- Assisted school nurse with ill students, maintains rapport with staff, students, parents and community members
- Help security at all extracurricular school activities and athletics events
- Patrolled campus and maintains security of all campus buildings
- Patrolled student/faculty/staff parking lots during lunch hours
- Checks student passes upon entering on campus
- Delivered copy paper/supplies/mail
- Removed of banners, signs and tape on walls, fence lines and painted surfaces, Miscellaneous trash pick-up as directed/scheduled by site administration
- Helped with clean-up of Blood Borne Pathogens/Biohazards
- Obtained and maintained my current CPR certification
- Saved up 35,000$ per year by implementing cost-saving initiatives that addressed long-standing problems
- Resolved problems, improved operations and provided exceptional service
- Received and processed stock into inventory management system
- Created plans and communicated deadlines to ensure projects were completed on time
- Onboarded new temps by entering into Kronos and setting up in time clock
- Worked flexible hours; night, weekend, and holiday shifts
- Successfully maintain clean, valid driver's license and access to reliable transportation
- Maintained energy and enthusiasm in fast-paced environment
- Worked closely with administration to maintain optimum levels of communication to effectively and efficiently complete projects
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Oversaw entry and exit of up to 200 employees and visitors daily.
- Performed cash drops while maintaining security and control of drop box.
- Provided basic first aid and CPR to individuals in need of medical care until arrival of emergency medical personnel.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
- Responded quickly to incidents and assessed active situations for security concerns.
- Placed necessary outgoing calls to verify alarms, dispatch proper authorities and notify proper parties.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Interacted assertively but non-confrontationally with personnel and general public.
- Supported criminal investigations by collaborating fully with local law enforcement representatives.
- Monitored employee activities, confirming compliance with security regulations.
Access Control Specialist
Banner Health
Phoenix, AZ
12.2017 - 11.2020
- Responsible for providing physical security through hospital checkpoints
- Responsible for giving access to certain personnel through hospital
- Monitored closed circuit television systems, video, intrusion detection systems, and fire alarm systems for timely dispatch of proper response personnel to any incident or situation
- Performed access control procedures, to include use of information data base and all associated control processes
- Performed basic administrative and office manager duties to include answering all phones, faxing documents
- Managed over 60 calls per day from patients, pharmacies and other physicians.
- Ensured all visitors display appropriate identification badge while in agency buildings
- Exercise knowledge of hospital escort regulation and limitations for all facility visitors
Demonstrated superior customer service dealing with secure work space and associated regulations - Performed dynamic working knowledge of metal detectors and other equipment at pedestrian control points; also ensured proper administrative control of all equipment at all Banner Hospital posts
- Demonstrated ability and good judgment by making quick, appropriate and independent decisions to aid customers and ensure compliance; prevented erroneous access to hospital access points
- Provided after hour security support services Reviewed, tracked and monitored security clearance processing activities with appropriate government personnel to achieve appropriate clearances.
- Monitored property to report unlawful activity
- Circulated among visitors, patrons or employees to preserve order and protect property
- Neutralized situations calmly with tact and common sense
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities
- Investigated complaints and documented findings
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
- Administered CPR and first aid to resuscitate individuals while waiting for emergency medical responders to arrive
- Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment
- Leveraged physical or verbal techniques to investigate suspicious activities and resolve concerns
- Recorded observations and occurrences and interviewed witnesses to complete and submit incident report.
Behavior Health Technician
Oasis Behavior Health
Chandler, IL
02.2018 - 12.2018
- Responsible for well-being of patients and provide an positive, supportive and structured environment.
- Responsible for conducting safety checks and ensuring that supervision is conducted at 15 minute intervals, as noted in special precautions, or in accordance with individualized supervision guidelines as needed.
- Responsible for documenting timely, accurate and appropriate clinical information in patient's medical record.
- Assisted in providing an safe, secure and comfortable environment for patients, significant others and staff.
- Responsible for interacting routinely with patients, observe behaviors and communicate significant observations to nursing staff.
- Oversaw or assisted patients with activities of daily living, including toileting, bathing, dressing, grooming, oral hygiene, meals, snacks, hydration and changing bed linens.
- Obtained patient's vital signs, height and weight as assigned and documented in patient record.
- Responsible for patient educational-rehabilitative groups which covered variety of topics including social skills, coping skills, anger management and independent living skills.
- Responsible for engaging patients in activities and interactions designed to encourage achievement of treatment goals.
- Complete and maintain required documentation. Assist with follow-up and paperwork as required on incidents and events that may take place in the facility.
- Provided transportation for patient or coordinate transportation with appropriate staff member.
- Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
- Facilitated on-site activities, support groups and outings for clients.
- Taught clients how to complete basic household chores and prepare food.
- Prepared and submitted daily behavior reports to management.
- Searched resident belongings prior to and during stays.
- Performed client intake procedures according to internal standards for new admissions.
- Conducted client rounds every 15 minutes to check on residents.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Counseled and mentored clients on substance use and life choices.
- Recommended continuing care and medications to clients and communicated with family members on treatment and discharge plans.
- Assessed clients upon admission and discharge to detox; took blood draws for labs.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Assisted and counseled 25 patients daily.
- Charted on each patient daily.
- Treated clients and families with respect and dignity.
- Took and monitored vital signs, administered medications and managed patient behavior.
- Improved operations through consistent hard work and dedication.
Program Service Evaluator
Department of Economic Security
Chandler, AZ
07.2017 - 03.2018
- Provided quality customer service while interviewing and gathering pertinent information to complete the benefit determination process for Temporary Assistance for Needy Families (TANF), Nutrition Assistance (NA) and the Arizona Health Care Cost Containment System (AHCCCS) Medical Assistance (MA).
- Interprets federal, state and agency statutes, rules and regulations.
- Educates applicants on eligibility requirements and other pertinent information.
- Sustains integrity of applicant database by entering and retrieving customer data accurately.
- Refers clients to other resource avenues for additional benefits.
- Resolves customer concerns and disputes.
- Managed 50 to 60 calls per day
- Referred families to shelters, legal resources and educational programs.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Worked with senior case managers to coordinate team development activities and trainings.
Iventory/Supply Chain Manager
Satellite Auto Glass
Capitol Heights, MD
03.2013 - 11.2015
- Tracked inventory flow to identify slow moving and dead stock. Ensured integrity of all stock management systems to guard against theft, fraud and other activities that adversely affect organization’s operations.
- Had final decision-making authority on hiring inventory planners, quality assurance officers and other members of staff needed to run department needs.
- Responsible for training department new hires on organizational ethics, safety standards, return policies, sales promotions, work flow processes and practices that relate to handling of inventory.
- Dealt with grievances, complaints and disciplinary matters within the department.
- Evaluated processing, distribution, delivery, and retail operations to develop recommendations to enhance or optimize operations.
- Coordinated inventory requirements and procurement details with vendors and customers.
- Oversaw all stock records and created reports 3 times a week. Made inventory budgets and maintained the company’s stock ratio.
- Drove operational improvements which resulted in savings and improved profit margins
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Demonstrated respect, friendliness and willingness to help wherever needed
- Created plans and communicated deadlines to ensure projects were completed on time
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Increased customer satisfaction by resolving stocking and product issues
- Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
- Drove cost reduction efforts for supply chain AOP to meet annual operations targets.
- Integrated financial and operation plans with strategic objectives to deliver improved operational and financial results to boost customer satisfaction, profitability and working capital.
- Displayed exemplary negotiation skills when communicating with suppliers and vendors regarding contracts, policies and deadlines.
- Achieved 38% inventory reduction by developing and implementing optimization methodologies for accounting processes.
- Balanced demand and supply while aligning volume and mix to achieve production objectives.
- Established vision and master plan for regional supply chain end-to-end structure, sourcing and delivery.
- Drove 43% improvement in corporate growth by developing key metrics and applying Lean Six Sigma methodologies.
- Applied supply chain management knowledge to provide sourcing and influence electronic mediated environments.
- Led change management initiatives and designed functional area infrastructure to support demand planning and supply strategy.
- Led proposal preparation, negotiation and administration of clinical contracts.
- Monitored, analyzed and reported domestic freight and carrier management performance against set goals to compare costing to forecasts.
- Handled production, manufacturing, purchasing, procurement, warehouse management, logistics management, import and exporting and other supply chain functions to facilitate business operations.
- Guided production operations and met demand requirements by determining priorities, scheduling workers and overseeing prompt production equipment maintenance and repairs.
Night Operations Assistant Manager
Home Depot
Oxon Hill, MD
01.2011 - 04.2013
- Responsible for loading and unloading materials in the warehouse and storage facility
- Responsible for moving materials from incoming shipment trucks and other transport equipment
- Responsible for receiving materials into a store and warehouse also verifying materials against invoices to ensure the accuracy of the delivery.
- Responsible for contacting vendors when shipment is inaccurate to rectify the discrepancy
- Responsible for filling out the appropriate paperwork to ship or receive product
- Responsible for performing transactions in the inventory system to enter new quantities and, during shipping transactions
- Monitored over 17 employees' day-to-day activities and made plans to rectify issues resulting in o work place incidents .
- Strategically managed resources, milestones and budgets, saving $110,000 in expenses per quarter.
- Studied latest trends to add new merchandise to product lineup, improving sales revenues $28,000.
- Increased sales by $35,000 by establishing goals, overseeing performance.
- Provided exceptional customer service to customers, increasing customer loyalty 16%.
- Managed 17 team members across 2 departments, resulting in approximate $43,000 increase in annual revenue.
Assistant Program Manager
Capital Sports Complex
District Heights, MD
06.2006 - 08.2011
- Analyzing contracts, writing and finalizing the proper paperwork for court rentals, and events such as birthday parties, national events and tournaments such as the Metro League and USJN (United States Junior Nationals),
- Supervising, Processing new employees, terminated employees, updating files, updating payroll
- Handled phone calls and paperwork, coordinate meetings and use Microsoft Excel for budgeting the program dept.
- Plan travel and vacation get away for current program director which include flights and hotel accommodations.
- Swept floors, cleaned facility, dug ditches, replaced light bulbs, use hand tools such as screwdrivers, hammers and certain power tools to fix things.
- Resolved all membership issues, managed supplies account, and payroll, supported the planning and implementation of the program goals to fulfill the mission of the facility, Developed relationships at county, state, and national levels appropriate to the nature and goals of the program.
- Acted as a resource person for program information, Resolved field problems through written or oral communication. Developed and administered program budgets, reports, and updates. Monitors or oversaw the monitoring of account expenditures, Managed, trained, evaluated and managed program staff for effectiveness.
- Improved revenues 38% by implementing successful communication and marketing campaigns that penetrated new markets.
- Oversaw team of 21 personnel focused on Sales, Environmental Services and Customer Service.
- Resolved client issues quickly using Communication and Problem Solving, increasing customer retention rate 93%.
Education
Master of Science - Health Administration
University of Phoenix
Tempe, AZ 12.2020 - Current
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ 02.2018 - 05.2010
Associate of Science - Education
North Country Community College
Saranac Lake, NY 09.2008 - 08.2010
Skills
Editing
Leadership
Problem Solving
Communication
Creativity
Critical Thinking
Health and safety
Healthcare laws and regulations
Health and safety procedures
Public health codes knowledge
Health insurance industry knowledge
Health standards knowledge
Electronic health record management
Health and safety understanding
Healthcare program management
Software
Timeline
Master of Science - Health Administration
University of Phoenix
12.2020 - Current
Medical Receptionist
Banner Urgent Care
11.2020 - Current
Bachelor of Science - Health Administration
University of Phoenix
02.2018 - 05.2010
Behavior Health Technician
Oasis Behavior Health
02.2018 - 12.2018
Access Control Specialist
Banner Health
12.2017 - 11.2020
Program Service Evaluator
Department of Economic Security
07.2017 - 03.2018
Security Guard
Tempe Union High School District
11.2015 - Current
Iventory/Supply Chain Manager
Satellite Auto Glass
03.2013 - 11.2015
Night Operations Assistant Manager
Home Depot
01.2011 - 04.2013
Associate of Science - Education
North Country Community College
09.2008 - 08.2010
Assistant Program Manager
Capital Sports Complex
06.2006 - 08.2011