Customer Service Manager

James E. Connor

________________________________________________________________

**** *** ****** ****( Ste2-PMB 294( Albany, GA 31707(home: 229-***-****

(,abl95g@r.postjobfree.com

Experience Summary

I am a dynamic, energetic, and versatile professional with more than 5 of

experience in healthcare admissions and accounts receivable management and

extensive hands-on business office operations experience. I have been

responsible for all facets of on-site admissions and accounts receivables

projects from start to completion.

SUMMARY OF QUALIFICAIONS

> Demonstrated expertise in dramatically reducing cost expenditures

while increasing productivity.

> Diverse knowledge of federal and state regulations governing workplace

safety.

> Proactive, hands-on style; extensive team leadership and personnel

development.

> Adept at training and managing employees across numerous divisions in

several key areas.

> Superior communication, interpersonal, and negotiation skills.

PROFESSIONAL EXPERIENCE

Patient Access Administrator, Fort Carson, CO

2008-2009

*Reason for leaving: Relocated to Georgia with my spouse

Established and implemented the operational objectives needed to

successfully maintain a complete revenue cycle. Provided leadership,

organization and support to the PFS staff including Patient Accounts,

Patient Access and scheduling.

. Managed from 20-40 team members

. Controlled, monitored and resolved current AR

. Interacted with management staff daily to include Professional Management

Initiatives (PMIs) and annual evaluations

. Identified and resolved problems, and implemented changes and

improvements to outdated processes and procedures

. Promoted a team approach, building a line of communication between staff,

leadership team and physicians

. Monitored staff performance, evaluated strengths and deficiencies, and

provided necessary development training

. Ensured that month-end reports were correctly completed and forwarded to

the appropriate management in a timely

fashion

. Provided training in person, by phone or electronic systems for staff on

third-party collection procedures

. Created a motivated team that succeeds in the accomplishment of the goals

for all parties concerned

Patient Access Manager, Department of Veterans Affairs, Denver, CO

2008-2008

*Reason for leaving: Transferred within the government system

Managed day-to-day operations of the clinic, which involved billing,

collections, insurance verification and scheduling. Responsible for

compliance with State and Federal directives and guidelines.

. Managed from 12 to 15 team members

. Acted as Support Management to off - site team members

. Interacted daily with Departmental Management staff

. Identified and resolved problems as well as implemented changes and

improvements

. Promoted a Team Approach to projects and goals

. Provided on-going training in areas of AR Financial recovery to Team

members

. Ensured that timely and accurate reports were completed and forwarded to

CFO

Patient Access Coordinator, Memorial Health System, Colorado Springs, CO

2007-2007

*Reason for leaving: Career Advancement

Managed day-to-day operations for billing, collections, insurance

verification and scheduling. Proven leadership in administrative and

customer service techniques that streamlined operations and add to profits.

Trained staff and provided tools required to reach expectations and achieve

objectives.

.Supervised a staff of 15

. Ensured all charges were correctly entered daily for timely billing

. Ensured all payments and remits were posted timely and accurately

. Identified and resolved problems, implementing change and improvements

where needed

Supervisor, General Information Services, Chapin, SC

2006-2006

*Reason for leaving: Relocated to Colorado with spouse

Recruited, trained, and employees to provide quality customer service.

Facilitated training and team building

workshops to help improve cohesion and cooperation between departments.

.Supervised staff of 19

.Planned, developed and implemented operating procedures to improve

productivity.

.Communicated with the Chief Executive Officer and other department

supervisors to

accomplish projects and deadlines..

.Created training curriculum and served in a "train the trainer" capacity.

Assistant Manager of Financial Services, Benedict College, Columbia, SC

2003-2005

*Reason for leaving: Grant Funds expired

Provided leadership and project management to students at all grade levels.

Collaborated with the Director of Financial Services, Professors,

Instructors and staff in developing tools to assist students apply for

Federal Aid.

.Managed a staff from 30-45 students

.Evaluated and reviewed students for FAFSA, internships, research and job

fairs and

opportunities.

.Worked closely with Admission Director and Scholarship Coordinator.

.Scheduled and facilitated training classes to help students understand

about FASA and how to monitor their

account.

.Communicated effectively orally and in writing daily with faculty, staff,

students,

colleagues, administration and guests.

Scheduling/Registration Coordinator, SRMC, Spartanburg, SC

2000 -2003

*Reason for leaving: Relocated to Columbia, South Carolina with spouse

Managed day-to-day operations for the clinic to include billing,

collections, insurance verification and scheduling. Proven leadership in

the administrative techniques that streamlined operations. Trained staff

and provided tools required to reach expectations and achieve objectives

.Supervised a staff of 6-8

.Ensured regulatory compliance to JCAHO standards and OSHA compliance;

validated

by surveys.

.Created training curriculum and served in a "train the trainer" capacity.

.Participated in the development and implementation of the quality

assurance department.

.Initiated and implemented an employee recognition program.

EDUCATION

Master of Science in Business Administration (MBA), Southern Wesleyan

University, Central, SC, 3.4 GPA 2006

Bachelor of Science in Business Administration (BSBA), Southern Wesleyan

university, Central, SC, 3.5 GPA 2004

COMPUTER SKILLS

Proficient in Microsoft Word, Excel, Access and PowerPoint, Windows

XP2000/NT/9x/3.1

Keywords: Admissions, scheduling, billing, revenue cycle, A/R, collection,

insurance verification, operations, management, development, implemented,

managed, supervised, communicated, interacted, trained, promoted, monitored

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