Healthcare Customer Service Manager, Project Manager, Home Health Serv
Resume:
Naomi B. Taylor
MANAGER & ADMINISTRATION SPECIALIST
Objective
Contact
Houston, TX. 77045
ad5hzt@r.postjobfree.com
ad5hzt@r.postjobfree.com
Seeking a legitimate managerial administration position, where I can create achievable goals and develop structured purposes for myself and my team. Seeking to implement my experiences & knowledge in-which I have obtained throughout my professional career; further I am seeking to influence my ambition for overall success and productivity for the company and/or an organization. Specifically, I am seeking a remote position in-which I can utilize my abilities of understanding the challenges and benefits of working remotely; further to demonstrate that I possess the right skills and attitude to reflect and execute the core mission & goals, express my flexibility and adaptability of delivering exceptional service for any industry, remotely.
Core Proficiencies
(Key Skills)
10 years’ Managerial & Administrative skills. 10+years skills Patient Relations, Client Services and Customer service.
3 years’ skilled with developing Business-to-Business interactions, engagements, collaborations, and relationships for various types of industries.
1 year skilled as a Healthcare Project Manager. 3years’ skilled in strategies as a Talent Acquisition Specialist (Recruiter)/Employee retention. Additionally skilled and knowledgeable doing: Staffing & Scheduling Coordination, Credentialing and verifying applicants. Onboarding, evaluating, and terminating employees. Human Resource (HR) skills & knowledgeable, to include interpersonal skills, emotional intelligence skills, confidentiality skills, communication skills, active listening skills, event organizing (employee engagements) skills, conflict resolution skills, objectivity & critical thinking skills, analytical capability skills, developing & administrative skills, and technical skills. Payroll Specialist, accounts receivable & accounts payable experience. Customer Service, Client Retention, Patient/Client Services. Insurance Eligibility, claims submission, billing advocate. Marketing/Sales skills.
Remote Team Manager -proven ability in leading distributed teams, orchestrating collaboration across different geographies, and fostering a high-performing remote work culture. Self-Starter & Self-sufficient-I possess the ability to work independently, consistently meeting project deadlines and achieving objectives with minimal supervision. Further efficiently able to manage my schedule(s) and stick to them without supervision. Flexible & Adaptably Skilled-I can maneuver through diverse situations or pivot responsibilities while working remotely; adaptable to tackling any curveball thrown my way.
Experience
3/2023 to 10/2023
HEALTHCARE PROJECT MANAGER • CBC Medical Staffing Houston, Tx
(Hybrid Position)
Responsibilities: Managed clinical & administrative day to day operations for a mobile clinic (a Federally Qualified Health Clinic (FQHC)); primary point of contact, cultivated & delivered exceptional business to business services. Soley responsible for ensuring a successful contractual business agreement for various healthcare projects. •Developed policies and procedures, to include the development of a unique policy for Infection control. Additionally developed a patient quality grievance tool, resulting in a 20% improvement for the FQHC clinics’ patient satisfaction national rate report, during the first 6 months of operations. •Accountabilities also included superintending the recruitment, credentialing, payroll, and supervision of a clinical team of 10. Conducting performance evaluation, curated & assigned shift schedules; Efficient use of a HRIS software platform. •Oversaw procurement of medical supplies and materials needed without exceeding budgets approved; submitted expense reports via Concur software. •Conducted weekly leadership and team meetings via Zoom and Teams software.
6/2021 to 10/2023
RECUITER • CBC Medical Staffing Houston, Tx.
(Remote Position)
Responsibilities: Retained staff for 250+ different types of healthcare facilities. •Utilized and created articulate job post using various methods & platforms (job boards) to hire healthcare staff i.e., Job Fairs, Indeed, Facebook, LinkedIn, Career Builder, etc •Virtually interviewed candidates facilitated pre-interview assessments, developed hiring strategies via electronic applicant tracking system, (ATS implementation, Greenhouse, BlueSky, Insight, RecruitFi & Recruitee). •Cut average cost-per-hire by 20% and reduced average days-to-fill positions by 35% within 1st year of position
6/2021-10/2023 • CBC Medical Staffing Houston, Tx. STAFFING COORDINATOR
(Remote Position)
Responsibilities: Fulfilled shifts for different level hospitals & various types of healthcare facilities staffing/shift needs, rather temporary, seasonal, or permanent positions. •Adhered to each healthcare’s’ facility guidelines & maintained the required healthcare type regulations, to include all onboarding process for staff job placements. •Prepared & coordinated work schedules and enforced compliance within labor-law requirements. Reviewed, delegated, and confirmed staff schedules in detail with assigned staff members. •Analytically conducted weekly schedules & staffing reports for ea. client (healthcare facility). •Identified staffing shortfalls within job vacancies & quickly resolved staff shortage issues.
2/2016-6/2021 • AccentCare Houston, Tx. CLIENT SERVICE MANAGER
(Hybrid Position)
Responsibilities: Managed 190 attendants: including 5 administrative back-office employees. Duties included, but not limited to hiring, orientated new hires, terminated employees, processed unemployment claims, scheduled & delegated Attendants schedules; conducted monthly in-service. Managed & supported my team to meet company/departmental requirements. •Primary point of contact; coordinated service plans with Adult Protective Service Reps, clinicians, VA Intake reps and Texas State Caseworkers (THMP & DADS). •Primary liaison for Medicaid & Medicare adult recipients. •Conducted in-home supervisory patient visits. •Conducted quarterly & annual Attendant staff performance evaluations. •Generated patient
Experience Continued:
schedules for approved service hours. •Daily correspondence & reviewal of HHSC 2067 forms “Case Information Sheet.” •Processed & submitted billing claims to CMS (Medicaid & Medicare), HMO’s & private pay. Reviewed, advocated, and requested authorizations for need of services identified. •Generated, analyzed, metric performance reports, using Provider Network Management software, to identify areas of improvement or low productivity. Maintained throughout my tenure, a monthly average of 93% numeric productive rate which exceeded the company’s minimal monthly requirement of only 85% members. •Analytically conducted weekly schedules & staffing reports for ea. client (healthcare facility). •Identified staffing shortfalls within job vacancies & quickly resolved staff shortage issues.
Previous Yrs. Experience
2012 to 2016 -Office Manager for Home Health Agency; Oasis specialist; Coordinated Care for Medicare Geriatric recipients for Skilled home care services; submitted, processed & reviewed CMS billing (forms CMS-1450/UB-04, 8371) to MAC; Managed staff of 7 admin office personnel.
2007 to 2011 -Lead Customer Service Representative for a Verizon Wireless Call Center; elevated customers experience, fostering a positive & efficient environment for my team. Cross-departmental collaboration. Responded to complex inquiries & complaints ensuring resolutions were met in a timely & satisfactory manner.
Education
2024-Present
International Association of Professions Career College (IAP Career College) General Project Management Program
1 year Online Certification Program
1994-1998
New Britain High School, New Britain, CT.
General Studies
High School Diploma
Certificates
Certificates of Achievement-Texas Health & Human Services (THHS)
2019, 2020 & 2021 -HHSC EVV Policy Training Course -For programs and Services Requiring the use of EVV Certificate
2020 & 2021 -HHSC Information Security/Cybersecurity Training for Contractors Certificate
2019, 2020 & 2021 TMHP Documentation Standards Certification
2019, 2020 & 2021 Healthcare Annual Compliance Certification
Recipient of 2021 TMHP Texas Medicaid Healthcare Partnership Achievement Award
Certificates of Attendance-Various Employers
Role of Language and Equity Diversity & Inclusion 2022
Pandemic Polices Needed in the Changing COVID19 Landscape 2022
Employment Law for Supervisors Certificate 2022 & 2023
Acceptable Workspace/Telecommute HIPPA Acceptable Use Policy Certificate 2020, 2022 & 2023
Phishing-Protecting Home Office Certificate 2021 & 2023
Delegation of Authority Certificate 2021
References
Available upon request.
Naomi B. Taylor
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