Ericka Santos
Maina,Guam
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change. Experienced nursing professional bringing demonstrated clinical expertise, leadership skills and technical knowledge. Proficient in updating charts, monitoring medications and working with multidisciplinary teams to optimize patient care. Quality-driven and efficient with strong interpersonal abilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Hospital Manager
Wise Owl Animal Hospital
Tamuning , Guam
12.2019 - Current
- Develops new protocols for the business needed and communicates these new protocols/changes to all members of staff.
- Implements hospital policy including record keeping of Discipline Policy, DEA/Controlled Substances, and OSHA compliance.
- Implement office procedures including filing insurance claims, recordkeeping, timekeeping, client reminder policies and procedures, client communications, business forms, and theft protection.
- Performs quality checks and reviews of client files.
- Regularly audit doctors clinical records for accuracy and completeness.
- Recruits, interviews, and hires support staff/relief/associate veterinarians personnel.
- Supervises technical personnel and acts as an authority regarding disciplinary procedures and discharging.
- Instruct, supervise, and direct technical and support staff which includes Operations Coordinator & Managers.
- Establish/update staff work schedules for staff in charge of which includes Operations Coordinator, Managers, IT, & Doctors.
- Maintain confidential employee records
- Directly address staffing needs by recruiting, reviewing applications, conducting interviews, hiring of Relief/Associate Veterinarians.
- Strengthen the bond between Wise Owl employees through diligent attention to inter-hospital communication and checking-in with employees responsible for monthly staff activities.
- Log all relevant communication in the communication log.
- Investigate complaints. Mediate disputes as needed.
- Supervise staff personnel, and acts as the direct authority regarding disciplinary procedures, discharging, and all the legal responsibilities of employment.
- Develop a management team that completes their tasks in a timely manner and to the highest standards by checking in with each member of the s management team on their personal responsibilities on a bi-weekly basis (BAAM).
- Mediate all personnel problems with a commitment to avoid misunderstandings, resolve sensitive situations, and report potential problems to the proper member(s) of administration.
- Facilitate meetings with members of the Admin Team as necessary with the authority to delegate tasks to members of the team.
- Maintain all personnel files including documentation of hiring, payroll paperwork, personnel problems and disciplinary action.
- Implement performance-based incentive, rewards, and recognition programs.
- Conducts and review evaluate the performance of management personnel under hospital manager.
- Demonstrate and reinforce the highest level of client service.
- Responsible for overseeing success is achieved with each client's interaction with the veterinary hospital staff.
- Function as a liaison with clients concerning complaints or problems the client is experiencing with the hospital by working to resolve client issues and escalations, and overseeing client follow-up communication.
- Staff cost management with overtime
- Performs other duties essential to the performance of the hospital as assigned.
- Reviews SelectCare Insurance Monthly Billing
- Assists in payroll processing with the Office Manager.
- Alternate for financial responsibilities (bank accounts, monthly utility bills, payroll, writing checks, etc.).
- Overseeing and maintaining AAHA standards.
- Attend and assist with sponsored community events.
- Assisists Financial Officer in reviewing, conducting weekly to monthly ARs , and delegates to members of Team.
- CE Conference Planning (I.e. AVMA, IVECCS, VMX, VHMA, WSAVA, etc.)
Shift Lead Supervisor
Wise Owl Animal Hospital
Tamuning , Guam
01.2015 - 11.2019
- Investigated workplace accidents and incidents thoroughly; prepared detailed reports outlining findings and corrective actions taken.
- Scheduled staff shifts, considering peak times and individual availability.
- Communicated daily schedule and delegated work to employees.
- Assisted general manager with operations game plan and company initiatives implementation.
- Analyzed customer feedback data to identify areas for improvement in service delivery.
- Directed and coordinated production activities, encouraging employees to meet specifications.
- Managed employee breaks and lunches according to established guidelines while maintaining production goals.
- Identified areas where additional training was required to improve employee performance.
- Ensured compliance with health and safety regulations to provide a safe workplace.
- Managed daily workflow and scheduled staff for adequate coverage.
- Evaluated employee performance, delivering individualized feedback and praise.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Planned and managed resources to consistently meet production, quality, and cost goals.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Resolved conflicts between employees in a timely manner.
- Set up and adjusted machines and equipment to produce pre-determined results.
- Created schedules for team members and monitored attendance records.
- Maintained cleanliness and organization of the work area to uphold company standards.
- Collaborated with management to develop plans for improving productivity and reducing costs.
- Handled emergency situations with composure and in accordance with company guidelines.
Certified Veterinary Technician
Wise Owl Animal Hospital
Tamuning , Guam
04.2006 - 01.2015
- Ensure the exam room is properly prepared for incoming cases.
- Possess sufficient strength and assertiveness to effectively restrain patients and ensure the safety of clients and personnel.
- Obtain patient histories and minimum databases. Handle non-diagnostic aspects of appointments.
- Measure and record each patient’s weight, temperature, pulse rate, respiratory rate, BCS, dental score, CRT, MM and attitude.
- Maintain animal records by documenting animal conditions, reactions, changes, and updating databases.
- Answer questions and educate clients about basic pet care and procedures including nutrition; internal and external parasite control; immunization protocols; the administration of topical, oral, otic, and ophthalmic medications; spay and neuter procedures; and behavior and training. Refer questions you cannot answer to appropriate colleagues.
- Using aseptic procedures, draw up vaccines and/or injections that doctors will administer.
- Administer vaccines subcutaneously and intramuscularly. Follow the practice’s policies, the manufacturers’ directions, and guidelines for the placement of vaccines.
- Dispose of used needles and syringes and other sharp objects as set forth by the practice’s policy and OSHA standards.
- Perform suture removals, nail trims, microchip insertion and registration, blood draws, laser treatments, and various other treatments as approved by SLN, manager or doctor.
- Assist with routine exam-room procedures, such as venipunctures, skin scrapings, fine-needle aspirates, corneal stains, and ear treatments.
- Record doctors’ findings during medical examinations as needed.
- Create & Perform nurse discharges, including dispensing of medication. Review directions for medication before the client leaves the practice.
- Create and upload estimates into patient records as directed.
- Maintain the cleanliness inside and outside the room area during and between exams. Restock all rooms throughout shift (“as you go”).
- Prioritize tasks to maximize clients’ satisfaction and patients’ health.
- Maximize patients’ comfort with a gentle and reassuring manner. Understand that actions that would constitute animal cruelty under state or local laws or the practice’s policies will be grounds for immediate reprimand and/or termination.
- Monitor patients for vomit, blood, urine, and feces in the cage, and clean patients and cages as needed. Save debris if unsure whether it should be examined. Note unexpected incidents on cage cards or charts.
- Monitor patients’ behaviors and note potentially aggressive behaviors. Use caution when handling aggressive or potentially aggressive pets. Request assistance when needed.
- Monitor changes in patients’ conditions. Alert doctors or shift lead technicians to significant changes.
- Follow isolation procedures. Prevent contact between contagious animals and others. Using the designated products and dilutions for disinfectants.
- Check for specific feeding requirements, prepare meals, and feed animals. Note appetite in patient record(s).
- Assess hospitalized patients’ temperatures, pulse rates, respiratory rates, and respiratory qualities, pain score, mucous membrane color, capillary refill time, and record data in appropriate records, as requested by doctors.
- De-tick patients using proper instruments or techniques and medications as directed.
- Prior to discharge, remove patients’ catheters, clean patients so that no body fluids are detectable, and bathe and/or groom patients prior to transferring them to clients.
- Maintain a clean and stocked treatment area.
- Obtain blood pressure results, properly document and understand the results.
- Understand the mechanics and application of basic standards of asepsis.
- Maintain IV catheters so fluids flow freely; flush and clean as needed.
- Administer treatments: fluid therapy, medications, wound dressings and treatments, bandages and splints, laser therapy, nebulizer, and parasitic treatment. Note in charts. Prioritizing critical patients first.
- Assist in the application of wound dressings and treatments.
- Swab, clean, flush, and treat ear canals without causing trauma.
- Trim nails to the quick without causing bleeding.
- Understand how to stop bleeding by using powder or other means.
- Provide basic life support.
- Identify a patient’s level of pain and possible causes of pain, and understand the medications and methods used to control pain.
- Assist veterinary assistants in medicating and treating boarding guests.
- Create and maintain isolation wards.
- Create and confirm patient records are in line with proper medical procedures, ensuring services and products have all been billed appropriately and double checking these records.
- Understand and calculate RERs for patients and create feeding plans for patients who are not eating.
- Syringe feed & tube feeding.
Education
High School Diploma -
Guam Community College
Mangilao 05-2007
Skills
- Staff development
- Patient care coordination
- Regulatory compliance
- Teamwork
- Patient relations
- Manage records
- Patient satisfaction
- Staff management
- Drug inventory management
- Nursing operations management
- Time management
- Adaptability and flexibility
- Employee training program
- Employee work scheduling
Certification
- ACVECC RECOVER Initiative BLS/ALS Certified Instructor
Accomplishments
- AAHA (American Animal Hospital Association) Accreditation 02/06/2024
References
References available upon request.
Timeline
Hospital Manager
Wise Owl Animal Hospital
12.2019 - Current
Shift Lead Supervisor
Wise Owl Animal Hospital
01.2015 - 11.2019
Certified Veterinary Technician
Wise Owl Animal Hospital
04.2006 - 01.2015
- ACVECC RECOVER Initiative BLS/ALS Certified Instructor
High School Diploma -
Guam Community College
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