Customer Service Manager

WILLIAM C. THOMPSON II

**** ****** **. • Lewis Center, Ohio 43035 • Home 740-***-**** • Cell 614-***-**** • y4mwri@r.postjobfree.com

A highly experienced operations executive who has demonstrated the ability to lead diverse teams of professionals to new levels of success in a highly competitive fast-paced environment. Strong technical and business qualifications with an impressive track record of more than 15 years of hands-on experience in strategic planning, business development, project/facilities management and system strategies. Proven ability to successfully analyze an organization's critical business requirements, identify deficiencies, potential opportunities and develop innovative cost-effective solutions for enhancing competitiveness, increasing revenues and improving customer service.

EXPERIENCE

2009-Present The Cardinal Orthopaedic Institute

Director of Operations

•Oversee day-to-day operations to include I.T., MRI, Radiology, Fluoroscopy, Central Scheduling, Training, Transcription and satellite offices

•Review, recommend and implement process changes to improve efficiency and cost

•Advise and direct managers and leads

•Manage 90,000 sqft. facility which includes PT, Aquatic, OT

•Developed unified process between offices, staff and physicians

•Advised and monitored construction of new facilities

• EMR implementation

2007- 2009 Private Search Fund/Medical Consultant

Advisor

•Advise search fund group on of ambulatory care •Provided research/statistics on trends of consumers

•Assist with site review and demographic research •Assist in the development of IT infrastructure

•Review policy and procedure documentation •Review State and Federal compliance

2006- 2009 Personal MD/Jeff Milks, M.D. New Albany, Ohio

Consultant/Business Manager

•New business advisory •Provider contract negotiation

•Billing reviews & audits •Develop the business of concierge medicine

•Creation of marketing program •Creation of employee manual, policy & procedure manual

•OSHA compliance •Human Resource compliance

•Employee retention/hiring •Malpractice Coverage

2006-2009 Medical Consultant

•Complete revision of HR plan •Open new site location

•Reduced AR days by 25 days •Open dialog with health care system for joint venture

•Creation of marketing program •Creation of employee manual, policy & procedure manual

•OSHA compliance •Human Resource compliance

•Employee retention/hiring program •Took practice to EHR

2006- 2007 ACA/America’s Urgent Care Columbus, Ohio

Managing Director

Managed all departments of a multi-million dollar joint venture of OhioHealth ambulatory urgent care centers with 7 locations, 25 physicians, 150 employees in Ohio and Florida.

•Restructured company wide marketing focus •Established relationships with multiple trade associations •Reduced operating expenses by $350,000.00 •Established new banking relations

•Renegotiated HR benefits •Negotiated new provider contracts

•Created interactive web site for AAUCM •Establish physician handbook and hiring protocol

•Created new business lines •Reduced patient A/R by 23 days

•Increased patient volume by 15,000 to over 98,000 patients in the first year

•Appointed to member benefits director of the American Academy of Urgent Care Medicine (AAUCM)

2000-2006 Advanced CompCare Dublin, Ohio

Co-owner

•Managed over 20 field RN’s •Provided on-site services for Honda of America

•Gross Revenue of 2 million dollars •Managed all Ohio BWC compliance

1996-2000 CareWorks Dublin, Ohio

Regional Account Executive/Specialty Risk Manager

•Assisted in taking a start up company to over $500 million in sales the first year

•Managed over 9000 clients and maintained a 98% retention rate

•Worked with over 20 various trade associations and industry groups

•Managed 20 Nurse Case Managers

•Implemented training and protocol for policies and procedures

•Manage specialty risk division

EDUCATION

The Ohio State University, Fisher College of Business

Certificate of MBA studies

The Ohio State University, College of Arts and Sciences

BA, Political Science

Strathman Associates, Management Consultants, Managing Your Own Success

Client Retention

Public Speaking

Communication Awareness

Thompson, Hines & Flory Management Seminar Series

Employee Assistance Program Workshop

Interviewing and Hiring

Sexual Harassment

PRN Continuing Education

Team Building Strategies

U.S. Department of Labor, Occupational Safety and Health Administration

10 Hour Certified

Behavior Based Safety Systems

Ergonomics For the Office Environment

Fundamental of an Effective Safety and Health Program

Leading the Change to a Safety Culture

AWARDS

Association for Corporate Growth

2006 Management Award

The Ohio Township Association

Betterment of Township Government

AFFILIATIONS

Treasure- Oldfield Estates HOA

MGMA

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