Customer Service Manager

STACEY BODENSTEIN

Phone: 513-***-**** **** Grantham Way

Cell: 513-***-**** Cincinnati, OH 45230

*****************@*********.***

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An innovative thinker with unwavering determination to improve current processes, I use every setback as an

opportunity to make an enhancement, I lead ethically and selflessly, I communicate effectively and support change

at all levels of the organization. I do whatever it takes to get the job done and then I do more.

Professional Experience

TriHealth 2003-Present

General Manager of Admitting & Registration 2008 – Present

Responsibilities include:

Directly and indirectly manage 225- 250 staff in 23 admitting and registration locations

Coordinating the registration management functions across all TriHealth facilities

Assure consistency with service, policies, procedures, systems, auditing, and training

Annual fiscal planning for all admitting and registration areas: forecasting resources needed for next fiscal year and staying

within the current operational budget allowed

Strategic planning: compliance, product development, networking, reduce denial and duplicate medical records

Creating training materials for new hires, re-education materials, upgrade education

Insure that all employees are up-to-date on mandatory education

EPIC Identity Administrator for physician practices and hospitals

Owner of ADT/Prelude Workgroup

Owner of guarantor merges

Operations teams for acquisitions and builds

Manager of Central Registration 2006-2008

Responsibilities include:

Directly and indirectly manage staff of 60 in two areas of registration

Consolidate pre-registration processes for call center

Work with laboratory staff and physician offices to streamline registration of lab work

Work cohesively with IT, Patient Accounting, Reference Lab and other departments to improve accuracy and productivity

Annual fiscal planning for Central Registration

Providing education for all new hires in all registration areas and re-education when necessary for all registration areas

Creating tools and processes to improve auditing and registration accuracy

Supervisor of Central Registration 2003-2006

Responsibilities include:

First line operations for Centralized Pre-Registration and Physician Office Visit Registration

Schedule staff

Performance evaluations for all registrars

Recruitment and retention

Identifying process changes and opportunities for improvement

Coordinating with manger regarding staffing issues, budget, department expansion, policy creation and compliance

Reflect.com 1999-2002

Operations Systems Manager 2002

Responsibilities included:

1 Distribution Center Leadership Team

1 Identifying and resolving back-end systems issues including ensuring data integrity on inbound (receiving) and outbound (order

reconciliation).

1 Personnel supervision, training and training documentation.

1 Managing special mass distribution projects for third party vendor.

1 Developing inventory plans: re-profiling and new product placement.

1 Complete knowledge of back ends systems: receiving, replenishment, allocation, packaging, manifest.

1 Daily reporting: reconciliation of daily production, productivity statistics, operational outputs.

Systems Coordinator 2001

Responsibilities included:

1 Involved with implementation of new warehousing software.

2 Trained employees on new technology.

3 Liaison between Reflect and Optum to resolve issues with new system.

4 Developed strategies to transfer data from old system to new.

Customer Service Team Lead 1999-2001

Responsibilities included:

1 Maintain relationship with software vendor for customer service internet application.

2 Provided customer service for start-up internet company.

3 Facilitated order/delivery from front end to back end of site distribution system.

4 Personnel training and development of work processes.

Keane, Incorporated 1998-1999

Consultant

Assignment 1: Procter & Gamble Lotus Notes Rollout

1 Worked on a high profile project implementing an electronic mail infrastructure change in Cincinnati and Baltimore.

1 Assisted in training of technical groups on the process, implementation and support.

1 Electronic mail administration.

Assignment 2: Procter & Gamble Technical Support Group

1 Conducted migration of a national sales force email package to Lotus Notes.

1 Managed transfers of customers entering and leaving the sales force: software, hardware and data

2 Coordinated with international server operations teams to perform transfer of customer’s data and Lotus Notes.

Productivity Point International 1997-1998

PC/LAN Specialist

Responsibilities included:

1 Provided onsite support for Cincinnati Bell Telephone Company employees.

1 Troubleshooting hardware and software problems.

1 Maintained virtual offices for off site employees

2 Responsible to provide desktop support for workstations at retail stores.

Banc One Services Corporation 1996-1997

PC/LAN Administrator

Responsibilities included:

1 Provided onsite PC and LAN workstation consulting, configuration, and installation.

1 Analyzed and resolved routine to complex PC or LAN operational problems.

1 Coordinate desktop services, such as, moves/adds/changes, acquisition requests.

1 Served as liaison between clients and vendors or other technical groups to resolve PC and LAN problems.

1 Email administrator

Integrated Behavioral Services, Inc 1993-1996

Accounts Receivable Manager

Responsibilities included:

1 Handled incoming funds from both patients and insurance companies.

1 Negotiated contracts between doctors/therapists and insurance companies.

1 Responsible for attaining referrals.

Education

College of Mount St. Joseph, Masters of Organizational Leadership December 2012

Xavier University, Bachelor of Science in Business Administration August 1992

1 Information Systems Major

Purcell Marian High School Graduated 1988

Epic University

1 Registration Revenue Cycle Readiness January, 2011

2 Cadence/Prelude Fundamentals January, 2011

3 ADT/Prelude Fundamentals April, 2011

4 Identity Fundamentals March 2012

5 Resolute Fundamentals February, 2013

Committees at TriHealth

Effective Communication Committee (2008- present) Patient Accounting/Access Committee (2003-present)

Insurance Mnemonic Committee (2007 – present) HIPAA Subcommittee (2009 – present)

Western Ridge Operations/Build Team (2008 – 2010) Butler County Operations/Build Team (2012 – 2013)

Anderson Diagnostics Operations/Build Team (2012 – present) Diversity Committee (2011-2012)

Publications Speaking Engagements

Hospital Access Management, December 2011, Vol 30, No 12 COPAM State Conference - August 2009

Hospital Access Management, February 2012, Vol 31, No 2 World Research Group - August 2008

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