Customer Service Manager

Mona Caldwell 850-***-****

***** *. ******** *****, ******, Co 80015 ****.********@*****.***

Plans, organizes, directs and controls all clinic and/or CBO and facilities management activities while establishing goals and objectives.

Establishes and maintains effective communication and working relationships with physician’s and organization.

I direct the day-to-day activities of the staff at the clinic or CBO, ensuring a high level of productivity. I continually monitor the

functioning of the clinic or CBO and revise operations as needed. I develop and implement systems to ensure that established policies,

goals and objectives are attained. I have participated in the accreditation process. I maintain current knowledge of applicable local, state

and federal codes and regulations to ensure compliance. I am responsible for efficient systems, which provide quality customer service

for the patient or the customer. I have been responsible for developing and submitting the annual budgets and for operating within those

budgets. I select, train and coach, motivate, conduct performance evaluations, and direct the workflow of the organization.

BAPTIST MEDICAL GROUP, Pensacola, Florida, Oct. 2010 Sept 2013

Business Services Manager: Manager of Central Business Office consisting of 63 staff members and 130 providers. Direct and supervise employees in day to day

operations. Responsible for charge entry and payment posting department for practices of Cardiology, Primary Care, Rheumatology, Urology, Radiation Oncology,

Medical Oncology, Obstetrics, Geriatrics, Internal Medicine, Neurology, Orthopedics and Occupational Medicine. Insure monthly charge capture for all providers,

educate on correct coding practices and assist facilities in management of clinic. www.bapistmedicalgroup.org, www.ebaptisthealthcare.org

INTERNAL MEDICINE PRACTICE, Pensacola, Florida, Nov. 2009 Nov. 2010

Practice Management Administrator: Internal Medicine and Osteoporosis center. Direct and supervise employees in day to day operations and proper documentation

and registration of patient information. Coding, billing and collections of accounts receivables. Wrote policy and procedures for all staff and billing department.

Created budget for facility and implemented patient accounting process. Credentialing and contract management for practice. Demonstrate and provide leadership with

a high standard of excellence. Temporary position.

ADVANCED MEDICAL SPECIALISTS (Concentra), Livonia, Michigan, April 2008 – Feb. 2009

Operations Director: Occupational Medicine and Physical Therapy with Specialists of Pain Management, Orthopedics, Physiatrists, Neurology, and Hand

Surgeons. Direct and supervise employees engaged in Center operations. Assist in developing and maintaining new policies, procedures and training programs for

the Center. Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency. Formulate annual budgets and review financials with Center

Leadership Team monthly. Recommend cost saving methods to improve efficiency of Center. Ensure all certifications are current. Supervised testing of medical

staff to ensure proper performance. Corporate downsizing.

USHEALTHWORKS MEDICAL GROUP OF FL., Ocala, May 1999– Oct. 2007

Area Director/Facility Administrator/Marketing Director: Occupational Medicine, Physical Therapy, Pain Management and Urgent Care. Implement and ensure

ongoing compliance with all operational policies, procedures, and training programs. Formulated tools for evaluations with objectives and goals. Maintained

documentation of personnel files. Ensure that all established efficiency and quality standards are met. Maintain quality of facility and grounds to assure sanitary

compliance to code. Prepare and monitor operational and financial performance of center as defined by budget. Assist with Corporate Acquisition and

Development, Physician recruitment, provider credentialing and contract negotiation. Corporate closure of facility.

DALE MEDICAL CENTER, Ozark, Alabama, Nov. 1996 Feb. 1999

Practice Management Director: Implemented the Practice Management Department for the following specialties: Internal Medicine, Aeronautic Medicine,

Ob/Gyn, and Family Practice. Provider Recruitment, Information Systems Mgmt. Human Resources Mgmt. Financial Planning and maintenance to meet or exceed

code. E&M Guidelines, Chart Auditing, Provider Credentialing and Licensure. JACHO Compliance. Comprehensive knowledge of Medicaid, Medicare and Private

insurance billing rules and procedures. Established and maintained management of electronic billing systems. Interfaced with billing industry clearinghouse

companies, state and federal agencies. Outsourcing of billing department.

MAITLAND COUNSELING CENTER, Maitland, Florida, Oct. 1992 June 1996

Operations Director: Directly supervised and coordinated activities for three centers and supported Center Administrators in managing day to day operations in the

greater Orlando area.

JIM DEWOLF ATTORNEY AT LAW, Spokane, Washington 1980 1992

Legal Office Manager

Troy State University, Dothan, Alabama.

Ashworth University, Healthcare Administration

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