Manager Customer Service

Elizabeth Joyce-Smith

**** ***** ** ** **, Gig Harbor, WA 98332 253-***-**** (c) 253-***-**** (h)

***********@*****.*** http://www.linkedin.com/in/bethj

CAREER SUMMARY

Performance-driven, insightful, leader with a proven ability to create, plan, coordinate and achieve

business-development goals. Experienced in program development, quality improvement, problem

solving, and increasing productivity. Strong management skills with thriving interpersonal skills, and

compassion in working with diversity. Background includes building and motivating teams through

change.

PROFESSIONAL EXPERIENCE

Clinic Supervisor MultiCare Health Systems 2011-2012

Key Accomplishments:

• Created a Lead position including key competencies and training plan

• Managed and supervised two family practice offices and one urgent care clinic

• Worked on a committee to help develop open and advanced access

• Organized a centralized pharmacy refill program and a centralized call center at each office

Worked in a non-profit integrated healthcare system directly supervising a staff of full-time, part-time,

and on-call employees. Oversaw the daily operations for front office, back office, and ancillary staff

ensuring appropriate staffing levels was maintained. Provided daily oversight and leadership to front and

back office staff, monitored provider schedules, insurance verification, and the daily operations of two

clinics and an urgent care center. Worked with lead physician in promoting a team environment that

supports customer service and high clinical standards.

Claims Manager Labor & Industries 2010-2011

Key Accomplishments:

• Completed over 500 hours of class room training on industrial laws, RCW's, WAC's, and policies

• Reviewed applications and made eligibility determinations for medical and compensable claims

• De-escalated many volatile or hostile situations; helped suicidal client receive help

Provided case management to over 200 medical and compensable workers' compensation claims.

Reviewed, monitored, planned and evaluated clients needs, activities, and progress. Referred clients to

other agencies for services, or to community organizations for specialized services. Screened clients for

possible barriers. Monitored and updated clients plan/claim outlining services and activities required for

the client to move toward self-sufficiency. Provided support to clients in their efforts to obtain re-

employment.

Regional Patient Access Manager Franciscan Health Systems 2007-2009

Key Accomplishments:

• Increased employee satisfaction within 6 months by 1.37%

• Increased employee retention within 9 months by 1.14%

• Reduced overtime within 60 days by 8.1%

• Decreased pager pay within 45 days by 37%

• Decreased claims and authorization denials from 24 write-offs per month to 5 in 15 months

• Increased pre-registration and authorizations by 1.5% in 12 months

Worked in a non-profit integrated hospital system, in the central business office - coaching, mentoring,

and managing 52 regional registration and financial account representatives at four different facilities.

Developed a solid patient access team. Met department goals by implementing best practice benchmarks

and team collaboration. Tracked and analyzed data that reduced waist and increase efficiency. Optimized

workflows to decrease denials and increase revenue. Earned certificate for Healthcare Access Manager

(CHAM) and Franciscan Leadership Certificate.

Elizabeth Joyce-Smith

6017 129th St CT NW, Gig Harbor, WA 98332 253-***-**** (c) 253-***-**** (h)

***********@*****.*** http://www.linkedin.com/in/bethj

Office Manager Department of Health 2007-2007

Key Accomplishments:

• Tracked operational performance, monitored trends, and aided in long range strategic planning

• Gathered, verified, and analyzed quarterly performance measures

• Managed personnel functions, position establishment, recruiting, hiring

Worked for a state agency supervising and mentoring six office administrative support staff that provided

administrative support to section managers. Managed daily tasks, delegated assignments, and streamlined

processes. Public disclosure coordinator ensuring compliance with state disclosure laws. Assisted with

personnel functions such as position establishment, recruitment and hiring. Coordinated and

implemented monthly administrative meetings and trainings. Tracked operational performance,

identifying opportunities and recommended changes. Synchronized a vanpool - recruiting riders,

tracking and maintaining vanpool reports. Participated in the Wellness Committee and implement

program changes. Gathered and verified quarterly performance measures. Assisted, planned, and

coordinated with leadership team - strategic planning for next biennium. Provided administrative support

to the Director of Shellfish and Water Protection.

Office Specialist Manager Behavioral Health Resources 2005-2007

Key Accomplishments:

• Developed and implemented an internal employee recognition program

• Process improvement project-analyzed tasks, restructured job duties, decreased workloads

• Mentored and coached office leads, empowering them to delegate tasks and responsibilities

Worked for a non-profit mental health agency managing 30 support staff in eight offices in three counties.

Monitored daily administration and operations of each office ensuring staffing levels were maintained at

each location. Conducted frequent site visits and coordinated the needs of the office with the site manager.

Worked with DVR (Division of Vocational Rehabilitation) to create job development opportunities.

Incorporated assessment results into employment plan. Guided customers in job development. Ensured

customer understood training directives and job expectations.

District Leader Primerica Financial Services 2003-2006

Key Accomplishments:

• Earned Fast Track Club award and Top Producer of SMART (debt restructuring) in 2003

• Created financial needs analysis which identified financial challenges and solutions

• Often traveled promoting products and services, conducting presentations, training seminars

Worked in the financial services industry evaluating and assessing client’s financial position, creating

effective strategies and implementing financial solutions. Effectively communicated educating clients

with budgets, money management, and developing sustainable retirement results.

Member Services Advisor & KPS Health Plans 2001-2002

Resolution Coordinator

Key Accomplishments:

• Hearing officer for second level appeal committee

• Managed the Appeals Department-processed and investigated all incoming complaint

Elizabeth Joyce-Smith

6017 129th St CT NW, Gig Harbor, WA 98332 253-***-**** (c) 253-***-**** (h)

***********@*****.*** http://www.linkedin.com/in/bethj

• Planned, created, and implemented self-directed work teams making a hybrid member services

expert by combining claims and customer services duties

• Implemented the Patient Bill of Rights

Worked for a not-for-profit health insurance company as a Member Services Advisors worked as a self-

directed team of managers, supervising a staff of 45 claims adjudicators and customer service

representatives. Implemented two successful self-directed work teams. Administered the appeals process

and updated policies and procedures. Coached and mentored staff with individual, team, and corporate goals.

Redeveloped and implemented new policies and procedures for appeal process. Recruited, interviewed, and hired staff

and performed annual and semi-annual evaluations. Implemented the FISH philosophy (Play, Make Their Day, Be

There, and Choose Your Attitude). Worked with Director of Member Services in establishing yearly budget

Additional work experience

Member Services Coordinator Pro Health Alliance May 1999 – Dec

2000

Claims Adjuster II Welfare & Pension Admin Services Jan 1993 – May 1999

Claims Processor II Pacific Mutual Insurance Company Jun 1991 – Jan 1993

Education and credentials

Bachelors of Science, Business & Management

University of Phoenix, Phoenix, Arizona Graduated Sept 2007, 3.6

GPA

Human Development

Pierce College, Puyallup, WA Certificate December 2009

National Incident Management System (NIMS) 100, 200, 700

Professional Affiliations

Henderson Bay Homeowner Association Secretary, Treasurer, Vice President 2000 – Present

National Association of Female Executives Member 2000 - Present

National Association of Healthcare Access Management (CHAM) Member 2008 – 2010

Toastmasters International Competent Leader 2005, Area Governor 2006 2004 – 2006

Computers

• Microsoft Word, Excel, PowerPoint, Publisher, Outlook

• Kronos, McKesson Registrations System, Taleo, Citrix, Orion, AccuReg, OneStaff, Lawson,

EPIC

Community Stewardship

• Mentor five women

• Plan, coordinate, and implement two local conferences

• Feed the homeless

• Participate in an outreach committee

• Speak at local conferences, panels, and community centers

Contact this candidate