BARRY W. ROSENBERG

*** **** ***** ******

Delray Beach, FL 33484

561-***-**** – Cell

561-***-**** – Office

E-mail: ace6eg@r.postjobfree.com

Experience:

Boca Raton Regional Hospital, Boca Raton, FL- (“BRRH”) February 2010 –

Present

An advanced tertiary medical center with 400 beds and more than 800 primary and specialty physicians on staff.

The hospital is a recognized leader in oncology, cardiovascular disease and surgery, minimally invasive surgery,

orthopedics, women’s health, emergency medicine and the neurosciences.

Director, Patient Experience - Boca Raton Regional Hospital October 2013 – Present

• Oversee departmental operations with a focus on the overall patient and family experience.

• Monitor and utilize data driven program for collecting, tracking and analyzing patient experience trends for

optimizing service outcomes.

• Collaborate with senior leadership cascading to all staff, communicate progress on service excellence.

• Coach hospital employees to maximize the use of customer service tools and programs for an enhanced

patient experience.

• Manages Patient Advocates, Guest Relations Associates and assigned volunteers.

• Hands on management of Complaints and Grievances with regard to billing, clinical and non-clinical

concerns.

• Facilitates Patient Experience Council, member of Collaborative Care Council, Patient Satisfaction

Committee, Quality Care Council, Grievance Committee and the Charity Committee.

Accomplishments

Initiated Patient Satisfaction Champions in all nursing units.

Educated staff - HCAHPS

Educated staff - AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)

Received large Donation for BRRH for a job well done

Manager, Patient Financial Services - Boca Raton Regional Hospital February 2010 – October

2013

• Monitor and control all activities relating to productivity and departmental goals and objectives.

• Promote positive interactions with customers and employees in an effort toward exceeding expectations.

• Managed Call Center and Patient Financial Analyst’s for BRRH Customer Service Unit with outstanding

results.

• Respond to administrative concerns initiated from customers.

• Explain complex financial information.

• Accurately explain medical health insurance benefits to patients.

• Triage and comprehend incoming calls, timely follow-up.

• Third Party Vendors Management.

• Charity Committee Member

• Provided outstanding customer service by Interpreting and analyzing customer inquiries and complaints from

customers of BRRH with regard to any and all aspects of the patient revenue cycle experience.

• Provided service recovery with a high level of patient satisfaction as it relates to registration, financial

counseling, billing, collection and clinical issues.

• Responsible for overseeing the day to day operations of Managed Care, Commercial and Self-Pay Accounts

within the Patient Financial Services Department.

Accomplishments

Designed BRRH Customer Service Center.

Developed processes and protocols for Customer Service Unit; previously assigned to third

party vendor.

Developed statistical reporting methodology for daily, monthly and annual customer

service reports.

Initiated Self Pay Authorization Policy requiring deposits for non-emergent and elective

cases.

THE CHESTER COUNTY HOSPITAL, West Chester, PA June 2000 – February

2010

A community based hospital providing a full range of health service to Chester County and its surrounding areas.

The Chester County Hospital provides general medicine and surgical treatment, specialists and up to date

equipment in every area of care.

Manager, Patient Financial Services

• Responsible for managing all aspects and operations of customer service.

• Primary and secondary insurance claims processing, deductibles and co-insurance billings.

• Planned organized, controlled and evaluated the receivable to measure quality and quantity of work.

• Established objectives and action plans for reduction in accounts receivable.

• Provided a monthly Customer Service Report measured by the use of daily activity codes showing trends,

areas requiring improvement and areas of successful performance.

• Managed the selection of third party vendors, coordinated internal and external efforts required to maximize

collections and provide periodic reporting of vendor performance.

• Planed, organized and directed daily work flow of employees.

• Monitor quantity and quality of work performed.

• Interviewed, counseled and recommended personnel action if necessary.

• Interviewed, selected and monitored staff to ensure high performance standards with emphasis on continuous

quality improvement.

• Prepared employee time cards for payroll.

• Create and update office policies and procedures.

• Daily interaction with attorneys, insurance carriers and governmental agencies.

• Administered hospital charity policy.

• Manage Patient Representatives, Medical Assistance Representatives and managed third party vendors.

Accomplishments

Initiated POS Payment Policy for collection of deposits and co-payments.

Initiated Medical Assistance Department; previously outsourced to third party vendor.

Developed Pennsylvania Medical Assistance Process with proven track record.

Developed statistical reporting methodology for Patient Access improvement process.

CLEVELAND CLINIC HOSPITAL, Fort Lauderdale, FL June 1998 – June

2000

A multi-specialty, academic medical center that integrates clinical and hospital care with research and education.

The medical center, now located in Weston, FL includes diagnostic centers, outpatient surgery and a state of the art

emergency department.

Managed Care Coordinator

• Interpretation of managed care contracts and reimbursement.

• Managed Billing / Customer service / call center.

• Managed self-pay and commercial insurance collectors.

RSI / RECOVERY SERVICES INTERNATIONAL, Bala Cynwyd, PA 1997 - 1998

A subsidiary of Cigna / Collection Agency

Bad Debt Collector

Insurance / Managed Care Claim Recovery

TENET SOUTH FLORIDA HEALTH SYSTEM, Delray Beach, FL 1989 - 1996

An acute care facility that offers 24 hours emergency care, cardiovascular care, Center for Advanced Orthopedics,

Wound Treatment Center, Neurosciences, Diagnostic Imaging, Outpatient Services, Comprehensive Stroke Center

and Hospice.

Collector / Managed Care Coordinator

Responsible for five healthcare facilities that includes Managed care and self-pay collections, interpretation of

managed care contracts, uploading and processing new contracts and amendments in the MACS System, customer

service.

Specialized Training

BRRH Leadership Academy: Critical Thinking, Hiring the Best, Prevention of Falls

Press Ganey, Beryl Institute, Time Management, Stress Management, Customer Service Seminars, Good to Great.

Office Skills

STAR, HPF Workstation, ISuites, Claims Administrator, PCON, Avaya Messaging System SMS Net, RASS, (Report

Automation System), e-Premis, Interdoc, Express Query, Microsoft Excel, Microsoft Office, Microsoft PowerPoint,

excellent written and verbal communication skills, Public Access to Court Documents Website, Contract Collaborator,

Feedback Monitor Pro, Navinet, Availity, Trans Union, PMM, Avaya, Kronos.

Involvement

AAHAM, South Florida Chapter, Press Ganey, Beryl Institute.

Education

Associates of Science in Business Management, Delaware County College, Media, PA.

Contact this candidate