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JANET GHIRARDI

333 East 66th Street * New York, NY 10065 * 212-288-7922 * 646-707-4200 * j.ghir
ardi@rcn

CLIENT SERVICE/ CUSTOMER SUPPORT


Performance driven Client Service Manager with expertise in operations oversight
and client service management. Highly regarded technical professional with nota
ble success building rapport with clients and skilled professionals across the o
rganization. Effective in development of new protocols and implementation of pro
cesses/procedures that minimize error and streamline operations. Instrumental in
maintaining rigorous quality standards through consistent and timely review. En
sure compliance with regulatory requirements.
CAREER HIGHLIGHTS
* Employed a proactive approach focused on complete client satisfaction by immed
iately providing required information and quickly resolving any client issues.
* Developed and delivered training on best practices and new techniques.
* Wrote and implemented protocols to address new in-house procedures.
* Monitored compliance with policies, procedures and protocols to ensure success
.
* Maintained quality standards by regularly evaluating, counseling and retrainin
g technical professionals.
* Recognized for consistently meeting challenging objectives by completing compl
ex projects on time and as expected.

PROFESSIONAL EXPERIENCE
PARK MADISON LABORATORIES, New York, NY - 2002 to 2009
Client Service Manager: Liaised with clients and with technical/non-technical pr
ofessionals across the organization to ensure ongoing success. Oversaw all aspec
ts of extensive send out department/reference labs. Met client needs through dai
ly interactions, detailed result reporting and skilled troubleshooting. Confirme
d accuracy of physician's orders and ensured timely report turnaround. Accuratel
y entered data and reviewed pathology reports to ensure quality. Complied with o
rganizational standards and government regulatory requirements. Answered product
related questions, immediately resolved client issues and addressed research an
d billing related inquiries. Demonstrated strengths working independently and as
part of a team.
* Wrote operational policies and procedures. Developed and implemented a protoco
l for a new in-house procedure. Evaluated staff and monitored performance to con
firm compliance.
* Selected to chair quarterly QA meetings. Charged with development of new proto
cols.
* Managed driver and messenger dispatch activities.
CONTINUUM HEALTH MANAGEMENT, New York, NY - 1998 to 2002
Regional Laboratory Coordinator: Oversaw operations across seven patient service
centers and the home center laboratory. Monitored and evaluated activities to e
nsure quality and compliance with local, state and federal regulations. Designed
and implemented strategies to ensure optimal service and decrease patient waiti
ng time. Resolved patient service issues and collaborated with physicians to mee
t patient needs.
* Developed and delivered comprehensive phlebotomy training which included pedia
tric, adult and geriatric.
* Authored procedure manuals to conduct quality assurance assessments across all
sites.
* Carefully managed the accessioning process for a large send out department.
* Provided staff with education and training on the organization's policies, pro
cedures and protocols.
* Liaised between testing laboratory and medical centers to improve ongoing busi
ness interactions and communications.
JANET GHIRARDI * Page 2 * 212-288-7922 * 646-707-4200 * j.ghirardi@rcn

NEW YORK BLOOD CENTER, New York, NY - 1997 to 1998


Clinical Laboratory Supervisor: Managed daily operations of a sophisticated test
ing facility through 20 union employees focused on timely turnaround of 10,000+
tests per day. Addressed and resolved client issues using problem solving techni
ques. Conducted accessioning and specimen processing.
* Ensured compliance with all aspects of OSHA, CLIA, AABB, and standard operatin
g procedure guidelines by conducting data review and providing staff with compre
hensive education and training.
* Demonstrated technical expertise on Abbott and Ortho systems.
* Significantly increased productivity and cut costs by training staff to mainta
in equipment.
CENTRALIZED LABORATORY SERVICES, Long Island City, NY - 1995 to 1997
Client Services Manager: Led a high performance team of seven serving 50 medical
centers, 2,000 physicians and in excess of 700,000 patients. Developed a depart
ment policy and procedure manual to standardize operations. Responded to product
related questions, addressed client concerns and answered research/billing rela
ted inquiries.
* Planned and managed a department reorganization that capitalized on cross trai
ning opportunities and multitasking functions.
* Improved client satisfaction by training and motivating staff to provide excep
tional customer service and optimal productivity.
* Marketed new business after merger of primary client with other organizations.
EARLIER ROLES
NEW YORK MEDICAL GROUP, New York, NY
Regional Laboratory Coordinator: Maintained quality and compliance objectives wh
ile overseeing seven patient service centers and a home center laboratory. Condu
cted pediatric, adult, geriatric phlebotomy training. Responded to patient servi
ce issues and developed strategies to provide optimal patient service. Designed
quality assurance procedure manuals and ensured compliance.
* Managed accessioning processes in support of a large send out department.
* Maintained communication between testing laboratory and medical centers to ens
ure success.
* Oversaw staff performance to confirm compliance with state and federal governm
ent regulations.
NEW YORK SCHOOL FOR MEDICAL AND DENTAL ASSISTANTS, Forest Hills, NY.
Clinical Instructor for Medical Technology Program: Challenged, engaged and inst
ructed students in all disciplines of Clinical Laboratory Technology. Authored n
ew training manuals for six disciplines including hematology, chemistry, blood b
anking, microbiology, parasitology, urinalysis, and phlebotomy. Coordinated lect
ure and practical classes. Recruited students and assisted with admissions and f
inancial aid evaluations.
EDUCATION
M.S., Health Administration, HUNTER COLLEGE SCHOOL OF HEALTH SCIENCES, NY
B.A., English, HUNTER COLLEGE, NY
A.A.S., Medical Technology, NYC COMMUNITY COLLEGE, NY
PROFESSIONAL LICENSES & ASSOCIATIONS
American Society of Clinical Laboratory Science (ASCLS), Certification
Laboratory Administration and Chemistry
American Society of Clinical Pathologists (ASCP) as Phlebotomy Technician
National Certification Agency (NCA) Certification in Clinical Chemistry
Clinical Laboratory Management Association