Manager Customer Service
Resume:
Patricia Ann Ness
P.O. Box ***
Batavia, Ny *****
****************@*****.***
PROVEN AND DEDICATED MANAGER
A recent college graduate with over 15 years of experience a variety of
roles in a variety of industries. 15 years of direct industry experience
has given the insight and ability to lead medical offices, dental offices,
human resource departments and many other office environments. A "hands on"
leader with experience leading departments of different sizes and
complexities. Having lead offices through implementations, culture shifts,
and closures, possesses the ability to manage with consistency via a
professionally driven approach.
PROFESSIONAL EXPERIENCE
10/2011-11/2012 Javidan Dentistry
San Diego, CA
Office Manager
. Hired to take a failing practice and turn it into a profitable office
allowing dentist to focus on dental work instead of managing the
office.
. Responsible for all aspects of financial management, logistics, and
customer satisfaction.
. Reduced accounts receivable by 50% within first three months.
. Responsible for claims submission, claims audit, AR/AP.
. Implemented HIPPA compliance policy for practice as they had no policy
when I was hired.
. Managed all marketing campaigns.
. Created SOP manual for practice.
. Trained employees in Dentrix software and Patterson Systems.
. Started marketing campaign which resulted in 30% increased
appointments.
05/2008-08/2011 Five Star Parking
San Diego, CA
Garage / Office Manager
. Managed two 740 space parking complexes in downtown San Diego owned by
the Irvine Group.
. Responsible for all staff hiring (approximately 20 employees),
training, and coaching.
. Ensured company compliance with federal and state HR laws, including
record keeping and reporting requirements.
. Responsible for daily, weekly, and monthly reporting.
. Prepared and maintained personnel records and handbooks.
. Implemented weekly meetings with The Irvine Group, creating a synergy
between employees and building staff.
. Reduced staff turnover from 65% to 20% annually.
. Decreased response time from 48 hours to 24 hours and improved
clients' perception of services with prime and subcontract service
users.
. Reduced overdue accounts receivables each month from $60,000 to $3,000
by increasing client base and weekly and monthly reach outs to ensure
customer satisfaction.
11/2006 - 05/2008 Hillcrest Periodontics
San Diego, CA
Office Manager
. As office manager for high-end dental center in San Diego, I was
responsible for all aspects of office administration including front
and back office management.
. Responsible for hiring, training, scheduling, and mentoring.
. Ensured practice compliance with federal and state HR laws, including
record keeping and reporting requirements.
. Evaluated job positions and determined personnel classifications.
Included exempt/non-exempt status and salary requirements.
. Researched job and worker requirements, structural and functional
relationships among jobs and occupations, and occupational trends.
. Assisted with the administration of employee insurance, pension, and
savings plans by working with insurance brokers and plan carriers.
. Acted as HIPPA compliance officer, ensuring adherence to all federal
regulations and reporting any violations of guidelines.
. Wrote and implemented SOP manual to ensure all staff members
understood and adhered to safety, health, and HR policies and
procedures.
. Implemented financial reporting daily, weekly, and monthly to ensure
current office standing and potential issues were made aware by doctor
before they became large issues.
. Responsible for marketing the practice and meeting with potential
referring offices to gain more business, included onsite visits.
. Coordinated with web development company to implement web site and
improve marketing and information for clients.
03/2003-9/2006 Bureau of Motor Vehicles
Fort Wayne, IN
Branch Manager
. Managed third largest motor vehicle branch in state of Indiana.
. Responsible for processing and HR related items, including FMLA,
incident reporting, hiring, terminations, reviews, workers
compensation claims, and compensation.
. Planned and developed curricula and materials for training programs
and conducted said training.
. Developed, implemented, evaluated, improved, and communicated methods
and techniques for selecting, promoting, compensating, evaluating, and
training workers.
. Processed and managed FMLA and STD/LTD
. Interfaced with all state and local officials as well as media in
response to new office processes and policies.
. Directly managed one assistant manager, two team leads, and thirty
customer service representatives.
. Reduced staff turnover from 95% to 10% through better candidate
screening and employee rewards for top performers.
. Decreased client wait times from an average of one hour to an average
of 12.5 minutes through cross training and the implementation of an
expeditor to route customer to the appropriate team or representative
for assistance.
4/2000 - 2/2003 Scripps
San Diego, CA
Lead Hospital Biller / Coder
. As lead biller / coder for multiple hospital locations in the San
Diego area, I was responsible for all aspects of billing, including
but not limited to, following and enforcing all billing and HIPPA
compliances, working escalated billing accounts, accounts receivables
and accounts payables.
. Worked with insurances, including HMO's, Medicare, and Medical.
. Handled appeals and correspondence between insurances and
offices/hospitals.
. Reduced accounts receivables from 90% to 50%.
. Implemented reporting for daily, weekly, and monthly outstanding
accounts for all hospitals.
. Trained new employees and assisted existing employees in managing
accounts.
EDUCATION
2012 - University of Phoenix; A.A. Medical Office Management and
Administration
2014 - University of Phoenix; B.S. Medical Office Administration and
Management (In Process)
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