Quality Assurance Professional

Drew Sterling
604 Harmony Lane
Pleasantville, CA 94588
(925) 555-1234

Quality Assurance Manager / Customer Service Manager / Data Analyst

Management career with proven track record of increasing department efficiency, establishing processes and exceeding customer expectations. Over 12 years experience in customer service, procurement of documents, reporting and data management. Professional manager with a strong work ethic and attention to detail. Strong leadership, problem solving and communication skills. Flexible, positive and responsive to change.


· Organized, efficient, and precise with strong communication and liaison skills.
· Skilled in planning and execution of special projects during time-critical environments.
· Decisive and direct, yet flexible in responding to constantly changing assignments.
· Enthusiastic, creative, and willing to assume increased responsibility.
· Skilled at solving customer relations problems.
· Effectively able to communicate with customers, staff and management.
· High initiative with strong self-management skills.


· Executive & Board Relations
· Regulator Reporting & Communications
· Confidential Correspondence & Data
· Special Events & Project Management
· Executive Office Management
· Staff Training & Development
· Crisis Communications
· Medical Billing Procedures/Terminology
· Critical Problem Analysis/Resolution
· Medical Records Management
· Accounts Administration
· Procedure Development/Refinement


University of Phoenix, Fort Lauderdale, FL
Bachelor of Science, Criminal Justice
Candidate for Graduation in May 2005
Concentration in Analysis and Fraud Research

Florida Memorial University, Fort Lauderdale, FL
Associate, Business Administration
Top 10%
Dean's List for 1999-2000

Keiser College, Fort Lauderdale, FL
Certified Medical Assistant


· Microsoft Word
· Internet
· Groupwise
· Direct Patient Care
· Stress EKGs
· Excel
· E-mail
· Signature
· Infection Control
· Nebulizer Treatments
· PowerPoint
· Novell
· Postpartum
· Skin/Venipuncture


· Registered Medical Assistant
· First Aid Certified
· OHSA Certified
· CPR Certified
· Water Safety Trained
· Fire Safety Certified
· Certified Monitor Tech
· HIV/AIDs and Bio-hazardous Certified
· JCAHO Certified


North Broward Hospital District, Fort Lauderdale, FL
1999 to Present
Quality Management Secretary
Transferred from NOVA to North Broward in 1999.
Pivotal administrative role at the core of quality control and management operations department. Centralized contact point for all communications, problems and administrative inquiries posed by health professionals, doctors, patients and relatives. Coordinated the work schedules of 8 staff members to assure smooth, effective processes and minimize potential for error.
· Identified flaws in tracking reports. Established new report checking system that effectively traced report activities including date completed, person dealing with report and dates distributed.

North Broward Hospital District, Fort Lauderdale, FL
1996 to 1999
Physician Office Specialist
Promoted from Front Desk Manager to Physician Office Specialist.
Entered invoices and proper documentation to insurance companies and purchasing data for hospitals, insurances, medical offices and pharmacies. Analyzed data entry systems and prepared recommendations for system-wide improvements.
· Designed standard input form to ensure consistent and complete data entry.

Nova, Fort Lauderdale, FL
1994 to 1996
Front Desk Manager
Promoted from Medical Assistant to Front Desk Manager.
High profile, administrative position. Directed administrative operations for hectic reception area. First point of personal and telephone contact for patients, medical practitioners, health care professionals and administrative workers, a fast-paced approach, and adherence to strict clinical protocols for confidentiality and communications were a daily imperative. Met stringent processes and timeliness in overseeing medical records management, admissions, discharges and, transfers making sure that the proper documents were acquired.
· Elevated the expertise and skill levels of the administrative team through coaching and development activities; focused on quality, daily operational procedures, Internet, and computer program usage.
· Appreciation was expressed by numerous patients and relatives for understanding and compassionate manner when dealing with stressful and problematic situations.

Nova, Fort Lauderdale, FL
1992 to 1994
Medical Assistant
Assisted professional personnel to plan, provide, and evaluate patient care including inpatient care, outpatient care, and emergency services.
· Provided medical technician support for over 2,500 adult and pediatric patients per month.
· Oversaw $50,000 of medical supplies and equipment, controlled and coordinated clinic requirements.
· Established, monitored and conducted initial and continuing education training requirements for personnel.
· Assisted in creation, revision, and implementation of operating instructions, policies, and job descriptions.
· Assisted in care and treatment of allergy patients, EKG, phlebotomy, pulmonary treatment and administration of immunizations.
· Maintained medical records, thorough and accurate in completion of reports and patient documentation.
· Organized, directed, and coordinated medical technician support for over 400 outpatient visits per month.

Marie L. Cajuste - -