Customer Service Manager
Resume:
Deborah S. Serrano
Littleton, CO 80120
******@***.***
Career profile
Dedicated Customer Service Manager with 15 plus years of experience
in the healthcare field. Proven ability to motivate employees to
achieve optimum performance levels. Recognized ability in managing
resources, time frames, and multiple priorities as well as the
ability in creating strategic partnerships that helped achieve
aggressive goals. Proven ability to think outside the box and effect
change using a solution based mindset retaining the ability to
assess most situations quickly and adapt into the style that most
fits the situation. Committed to quality service and performed
responsibilities with professionalism & ethics even under extreme
pressure while implementing established standards and procedures.
Experience
2004 to 2013 Apria Healthcare Littleton,
CO
Area Manager Customer Care Center
Customer Quality Department
Responsible for the recruiting, selecting, training, coaching,
counseling and discipline of a staff of over forty employees.
Customer Service information and recommendations to strategic plans
and reviews. Preparing action plans, implement production,
productivity, quality and customer service standards.
Revenue adjustment analasys, Cost Management
Overtime analays
Managed 50 plus direct reports established goals for improved job
performance. Work with employees to create developmental plans that
steer the employees twards better job performance, increased pay and
promotions within the company
Knowledge of all government compliance updates regarding Medicare.
Performance evaluations of staff.
Senior CQS
Responsible for route clearing orders, working suspended and
training new
And current employees.
Clinical Assistant
Set patients up on CPAP units and continue to educate them as
needed.
Vital Signs and Pulse Oximetry
Temp lead of respiratory dept for 6 months
Schedule RT staff on all of their daily assignments
In constant contact with sleep labs
In charge of the driver referral program which puts me in contact
with Doctors.
Assist with branch Hold Report
Work AOB suspended report
Dispatch and Customer Service
Work closely with Branch Manager on new projects.
Retrieval of hard to get CMN's by request of the branch manager
2001-2004 Roth Medical / Brighton O2 Lafayette -
Brighton, CO
Customer Service Rep. / Billing
Complete with efficiency all of the duties required
of my position.
Educate Physicians and MA's on CMN efficiency
Update and created Held Item spreadsheet.
Update and created PTO spreadsheet.
Create on-call schedule for store.
Training of new personnel - CSR/PCC.
Training of employees to complete Rotech and
federally required documents.
Responsible for store in manager's absence.
Chart auditing.
Patient grid at Lafayette store.
CMN Specialist.
2000-2001 Williams Chiropractic Fort Lupton, CO
Customer Service / Billing
Assisted Doctor with patient care, Claims,
Insurance verification.
1999-2000 North Suburban Medical Center Thornton,
CO
Certified Nursing assistant
Worked on the telemetry unit closely with nurses
and respiratory therapists doing patient care
including vital signs and pulse oxemitry. I have
been a certified nurse's aide since 1991.
Education
1984-1987 Littleton High School Littleton, CO
General Education.
GED achieved at Aims Community College 1998
Interests
Camping, Boating Off-Road Motorcycling, Being
Outdoors.
References
Available upon request.
Cell 720-***-**** . ******@***.***
743 W Sterne Pkwy littleton, co 80120 . Phone 303-***-****
Contact this candidate