Deborah S. Serrano

*** **** ****** ****

Littleton, CO 80120

720-***-****

ab979q@r.postjobfree.com

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-***-**** . ab979q@r.postjobfree.com

743 W Sterne Pkwy littleton, co 80120 . Phone 303-***-****

Contact this candidate