Customer Service Manager

HOLLY MULDOON, CMPE

***** ****** *** ***** #*** 239-***-****

Fort Myers, FL 33912

***********@*******.***

QUALIFICATIONS

ACMPE & ICMI-certified executive with thirteen years of progressive responsibility in the health care

industry. Skilled at developing customer service initiatives that drive quality and productivity. Experienced in

creating customer-centric cultures and employee loyalty amidst intense change environments. Additional

strengths:

Relationship Management Development of Customer Loyalty

Strategic Planning Revenue Enhancement

Statistical Analysis Expense Reduction

Value Translation: Your organization will solidify its reputation as an institution that values customers, engages

employees and exemplifies a commitment to excellence.

ACCOMPLISHMENTS

BUSINESS OPERATIONS

Centralized communications for 20 multispecialty locations.

Designed internal operating systems and staffing model that maintained departmental productivity despite

concurrent initial training of 53% of the workforce due to phased-in centralization of communications.

Shifted departmental culture from an internal focus to an external focus on customer loyalty, value,

revenue growth and market share gains.

Planned and oversaw construction of four new medical offices.

FINANCIAL MANAGEMENT

Prepared and implemented an operational budget of $4.8 million in annual operating revenue as well as a

capital budget greater than $228,000 consistently came in under budget each fiscal year.

Led team that generated more than $2 million in new patient revenue each year and increased market

share by 2.54%.

Launched a patient education initiative, presenting the organization with an opportunity to capture $3.5

million in potential revenue.

Established a records destruction initiative, saving the organization $33,300 in annual storage fees.

Monitored physician financial performance and discussed variances to budget and MGMA benchmarks.

In collaboration with physicians, increased number of patient visits by improving access to care, generating

additional revenue and RVUs.

Performed return on investment analysis for programs.

Coordinated efficient billing practices and documentation audits.

HUMAN RESOURCE MANAGEMENT

Responsible for recruitment, development and management of up to 65 personnel at one time.

Supervised new hire orientation/training: representatives with virtually no medical experience became

solid performers; several were promoted to leadership positions within the organization.

Cultivated relationships with administrators, physicians and staff to gain buy-in during times of change.

Managed FTEs among high census variability and came in below budgeted man-hours per stat while

simultaneously improving customer satisfaction scores.

Established a well-received employee recognition program that engaged staff in consistently providing

quality service.

INFORMATION MANAGEMENT

Key player on electronic medical record steering committee and workflow optimization committee.

EMR super user assisting with implementation in seven

multispecialty locations.

Established linkages with business community, securing vendors and consultants.

Researched and resolved complex technical issues.

Ensured optimization of technologies to achieve departmental goals.

HOLLY MULDOON, CMPE

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ACCOMPLISHMENTS (continued)

QUALITY MANAGEMENT/ASSURANCE

Assured practices and staff were in compliance with all federal, state and local laws as well as regulatory

agencies such as JCAHO and DNV.

Established department’s new quality program reduced error rate to 0.13%.

Designed auditing tools and established thresholds to increase staff accountability and minimize

variances.

Defined core competency levels for staff and created a proficiency checklist resulting in fewer

deficiencies on recent audits.

Developed and implemented policies that improved productivity by 7.7% in one year while

simultaneously improving quality of service.

Completed monthly trending analysis for performance.

Created a new patient satisfaction survey that returned a greater response rate than the prior survey and

provided real-time feedback to staff so that service adjustments could be made in a timely manner. Increased

department’s patient satisfaction ranking from 66.5% top box to 93% top box in one year.

Trained staff to log patient complaints into CRM software for resolution tracking and to mitigate legal

risk.

Developed continuing education programs and online in-services.

PROFESSIONAL EXPERIENCE

AMBULATORY OPERATIONS MANAGER II: Lee Memorial Health System, Fort Myers, FL 2005

Present

• Managed four multispecialty sites and a contact center over eight years. For two of those years, managed

the largest multispecialty site in the group while simultaneously being charged with creating and overseeing a

new contact center.

DIVISION MANAGER: Anchor Health Centers, Naples, FL

2000 2005

Managed two outpatient pulmonary offices, pulmonary rehab and two sleep clinics.

EDUCATION, CERTIFICATIONS, AFFILIATIONS

EDUCATION

Bachelor of Arts Degree, Psychology Indiana University, Bloomington 2000

Continuing Education Completed 211 CE credits relating to customer relationship management,

employee engagement, and performance based leadership, as well as many other areas.

CERTIFICATIONS

Certified Medical Practice Executive (CMPE)

CIAC - Certified Operations Manager (CCOM)

AFFILATIONS

American College of Medical Practice Executives (Certified Member)

International Customer Management Institute (Certified Member)

Medical Group Management Association (Member)

REFERENCES

References available upon request.

Contact this candidate