I have 20+ years of transcription experience in all areas, including life flight, transplant surgery,
Oncology research clinic and pharmacology, as well as Psychiatry documents from clinic to court
documentation. I have also worked on Speech Recognition, transcription, editing, QA, and training.
I started in transcription then moved to editor, and was chosen to assist in the creation of a new
nationwide mentor program. As one of four editors, along with an operations manager and business
manager, we defined our goals, crafted the parameters of the program, and hand-picked a variety of MTs
(recent graduates, new hires with experience, QA issues, and foreign-born MTs). Using Excel we crafted
a training program, setting goals for each mentee, tracking work volume, QA, identifying individual
issues and assisting the MT with personal goal-setting and cultivation of tools to assist them in
reaching their personal goals, as well as bringing the MTs metrics in line with other team members.
With access to the Training Departments tools, as well as complete access to the employee website and
Centra, I was able to assign additional training, add information to the company/team websites, or
craft a program through Centra, as needed, to assist the
Throughout this time period, I also gathered the many reporting forms used by the various branches of
the company, and combined, condensed, deleted, or recreated the forms used, as they pertained to MT
progress and training reports used by Supervisors post-training. Spreadsheets directly pertaining to
MT progress report tracking, as well as spreadsheets used for individual progress and weekly meetings,
were constantly undergoing adjustments and addition as well. Once the length of the program was
determined and final reports on the initial group of mentees was reported, the mentor program was given
the green light for initialization. Our duties shifted to creating the mentor department. Our main
considerations were how many mentors do we hire (qualifications and payroll were obviously not part of
our duties, however, I was responsible at a later point, for creating the job description that was
posted in the careers section of the website). We
defined the scope of the new mentor duties with regard to number and type of MTs. We also fine-tuned
the reporting process, adding and subtracting spreadsheets, quality reports, and progress reports to
the MT and the MTs supervisor, the Mentor Program supervisor, and the board of directors. Once this
was completed, we then defined and implemented the training program for new mentors; compiling initial
training videos and materials, as well as guidelines for the mentors to use in their new positions.
Because of my position, while I was folded into the Mentor Program, I was also privileged to have a
fair amount of autonomy with regard to the disposition of mentees in my charge. I also created and
maintained the team metrics on a weekly and monthly basis, performing and monitoring QA, account
status, programs each were certified in, and based on these reports I pulled the MT into the mentor
program, assigned them extra educational training via supervisor access to training website, assigned
courses to assist MTs in elevating experience level or additional training on other platforms to allow
account diversity, and monitored time on platform versus line output. The spreadsheet that I created
allowed the team supervisor to see the status of each MT on our team (60-100 MTs) at a single glance.
This also encompassed the editors on our team, and their status. Because I had more experience than
average and my participation in the mentor program
creation, I assisted our team supervisor in many day-to-day operations. These included but were not
limited to: Pulling documents that were questioned by a facility and following through with resolution
and contact with said facility, monitoring STATs and TAT and assigning work where necessary, covered as
supervisor on duty on weekends, monitoring TAT and STATs, filling in when supervisor was out sick or
travelling, etc. I was responsible for training weekend supervisors on software and assigning access
and password privileges, and function of weekend supervisor. I also trained MTs on new software.
The structure of this company was set up so that the Operations Manager oversaw 3-6 Operations
Supervisors. Each Supervisor had 60-100 MTs/editors. There was a Mentor assigned to the Supervisors
with larger teams, but at the very least there was 1 Mentor to Manager. Initially, I functioned as
Mentor to the 3 Supervisors assigned to our Manager (these 3 functioned as a unit with respect to
account handling. The Manager had another set of 3 supervisors assigned as well, to one of the
company’s largest accounts on another software platform). This meant that there were 180-300 MTs at
any given time needed to be peripherally monitored. I was also required to set and carry out a project
every quarter. One project proposal regarded team metrics, as well as a project proposal regarding
the use and training of various support software used by the MTs. I set up a large training class,
pulling from all 4 of the teams, holding conference
training calls, since it was apparent from metrics obtained from Oracle, that this tool was not being
used optimally by the MTs. Also, the company was in the process of mainstreaming some of the tools,
which meant those MTs folded into Spheris when they absorbed a smaller transcription company, needed to
learn to use Shorthand before their current InstaText was discontinued.
The continuing evolution of the program had begun to expand, and Mentors were being utilized to assist
as the company changed transcription platforms. Those of us with more experience were scheduled to
join conference calls with Supervisors and clients, to iron out account preferences as they were
scheduled for conversion. We would then monitor the dictation crossover from existing platform to new
platform, and then test the functions to assess functionality. As each account came on line, I would
check the team metric spreadsheet and sign the requisite MT up for platform and account training,
complete paperwork for platform download, then set MT access to features and accounts, as well as
At each point in the above processes, I would need to enter the personnel database to update employee
profiles and education. Once a month Career Step held an on-line conference call, and we would enter
and answer questions for the impending graduates.
Not only am I proficient in Microsoft Word, Excel, and PowerPoint, as well as Net meeting and Centra, I
was also proficient on the five platforms that were utilized at varying times throughout my 7 years
with Spheris. I had, when I was downsized, worked on more than 40 accounts. My ability to adapt
across platforms and multiple accounts was as instrumental in my promotion, as my supervisory
experience. I have had a great deal of experience dealing with multiple personalities in many
different situations, not only face-to-face, but also in the often challenging atmosphere of the
virtual world and telephone conferencing. As you may know, it is difficult to encapsulate all of the
functions performed on a day-to-day basis within a letter; however I did try to highlight the pertinent
Not only have I had recent supervisory and training experience in transcription, I have also been
manager of a convenience store, merchandising and ordering, as well as loss prevention and management
and profit decisions.
I was also Supervisor of the restaurant, tavern, and room service of a 600+ bed 4-star Sheraton Hotel
and Conference Center and a Radisson Hotel. Both of these positions required supervision of 40-50
I have always been a hands-on manager, preferring where possible to lead through example to set the
standards and pace where I have worked in the past.
While my past employment experience has been varied, the varying supervisory and management skills have
accrued only combine to strengthen my skill set.
Demonstrated organizational, communication, and project management skills with a diverse skill set in
retail, hospitality, HIM, transcription operations training and supervision. Profit/loss management,
inventory control, staff training, productivity, and retention programs. Creation and execution of
quarterly projects related to training and productivity, as well as assistance in creating and
executing new corporate programs with hiring criteria and development of training programs.
§ Employee relations
§ Employee productivity and efficiency
§ Employee Education
§ Microsoft Word, Works, PowerPoint, Excel, Access
§ Virtual Conferencing/Training: Centra/Netmeeting
§ Workflow management: STAT/TAT § Training maintenance and program creation
§ Team metrics compilation
§ Software conversion, data migration troubleshooting and staff training
§ Employee website maintenance
§ Project creation and implementation
§ 5 to 200 employee supervision
Spheris, Inc-Franklin, Tennessee, May 2001 to January 2009
Assisted in creation and implementation of Mentor Program.
Assisted in creation and implementation of training and hiring parameters for new Mentors for inception
of Mentor Program.
Creation of system for tracking team metrics ~ monitoring training, error percentages for productivity,
turn around times, etc.
Assisting Operations Supervisor. Responsible for training and monitoring team metrics, mentoring new
hires and experienced employees with respect to productivity and software. Cover operations during
absence of supervisor, monitor TAT and customer issues. Creating and maintaining training programs and
point of contact for employees. Monitor and train employees with respect to software and speech
recognition, as well as point of contact and training of employees throughout company software
Editing, quality review, and monitoring of reports. Creation and completion of weekly and monthly
reports, team metrics, via Excel, PowerPoint, Oracle, and SQL server database with data migration
across multiple systems and software applications (HITS, Clarity, Cornerstone, TWS, SR, MModal,
InstaText, Shorthand, Centra, Netmeeting).
Performed administrative support functions. Coordinated and managed multiple priorities and projects.
Provided discreet support for busy physician practice.
Scheduling, charting, telephone triaging, prescription refills, transcription, coding, and HIM
Managed, set up, and maintained records department in new satellite practice.
Compilation of training manuals.
Management & Supervision
Supervision and management positions in retail and hospitality; busy local store and 600+ bed 4-star
Scheduling staff, inventory management, report functions, training, education seminars, mediated
employee disputes, and customer complaints.
Merchandising standardized ordering, point of sale decisions, inventory loss, and employee theft
Training and Development
Created and implemented projects designed to increase employee efficiency and productivity.
Created and implemented projects to train employees on new platforms and in new software.
Contributed to creation and implementation of standardized programs and methodologies for software
conversion to be implemented in 5000+ employee company.
Traveled to customer locations, assisting on-site with training, troubleshooting third-party software
implementation and quality control issues with on-site staff.
Excel in data analysis, research, and documentation, with emphasis on overhead reduction and employee
University of Oklahoma BALS (Business/Leadership)
Coding and Terminology certification
Quarterly leadership seminars
Vice President of Oklahoma AHDI through 2008: Networking and organization of conferences for MLS
community for information and continuing education credits. Organizing meetings, membership drive
promotion, research of topics and scheduling keynote speakers/lecturers, as well as solicitation of
companies for products and booths at conferences.