Customer Service Quality Assurance

Lorette Vosloo

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

Odessa, FL 33556

Tel: 813-***-****

E-mail: abgx9p@r.postjobfree.com

OVERVIEW: More than twenty years working within the Healthcare

arena, providing direct patient

care, managing single as well as multiple

site facilities, marketing and promoting services to other

health care providers, negotiating new

contracts and providing unparalleled customer service

with outstanding work ethics. A verifiable

track record of success backed by impeccable

references.

CAREER SKILLS/KNOWLEDGE:

Operations management Customer service

Expert communicator Problem solving

Market identification/penetration Program development

Client development

Successful closer Staff and community educator

Negotiating skills Start-up clinics

Quality assurance Home Health, Outpatient and SNF

therapy management and training

EXPERIENCE: DIRECTOR OF OPERATIONS (03/2000-CURRENT)

REHABILITATIVE SPECILATIES, Inc. dba FUSION HEALTH

CARE, St. Petersburg, FL

. Instrumental in the start up and growth of multi-divisional

company on the West Coast of Florida

. Develop marketing strategies, resulting in a 400% growth

over a two-year period.

. Developed and implemented several clinical programs to

include but not limited to low vision, fall prevention

which resulted in customer retention and profitable growth

throughout the company

. Monitor, analyze and develop new markets, develop

relationships with key decision makers, and build a loyal

client base.

. Initiate and effectively close new accounts in a multi-

county area.

. Create innovative and effective presentations; thus

enhancing company's philosophy of health and wellness.

. Responsible for customer relations, new account

development, and service delivery.

. Diplomatically resolve customer complaints.

. Set and manage yearly, quarterly and monthly goals with all

18 clinics in the area

. Interview, hire and train all therapy staff

. Involved in the quality assurance process to monitor work

to ensure accuracy and quality

. Identify areas of training and development for direct care

staff

. Provides information on the status of new/changed

regulations and procedures, and ensures compliance.

. Oversee billing and HR

. Hire and train community sales staff on the following:

territory management, referral development, inquiry

management, identifying and eliminating community barriers

to grow territory, public relations, sale and marketing

planning and execution, sales process management and skill

development.

DIRECTOR OF REHAB SERVICES (06/99-03/2000)

ARBORS AT TAMPA, Tampa, FL

. Hired, trained and directed therapists under the "new" PPS

system.

. Developed training programs to present to direct caregivers

and staff to enhance quality in services being provided to

patients.

. Consistently exceeded the budget expectations as set by the

corporate office.

. Delegated responsibilities to employees to meet company's

expectations.

DIRECTOR OF REHAB SERVICES (08/97-06/99)

BEVERLY HEALTH AND REHAB, Tarpon Springs, FL

. Motivated and supervised eight plus employees on a daily

basis.

. Assisted Marketing director in developing a marketing plan

to physicians in the area.

STAFF OCCUPATIONAL THERAPIST (08/96-08/97)

MARINER HEALTH AND REHAB, Largo, FL

. Developed ability to work in a fast paced atmosphere.

. Scheduled, evaluated and treated patients in an inpatient

sub-acute unit under Medicare and HMO guidelines.

DIRECTOR OF OCCUPATIONAL THERAPY SERVICES (01/96-08/96)

BEVERLY HEALTH AND REHAB, Clearwater, FL

. Responsible for developing business plan and budget.

. Performed staff evaluations and counseling.

CONTRACT OCCUPATIONAL THERAPIST (10/93-12/95)

ATLAS THERAPY, Birmingham AL

. Provided therapeutic intervention to the geriatric

population on a contractual basis.

STAFF OCCUPATIONAL THERAPIST (01/91-09/93)

MURIEL BRAND SCHOOL, Brakpan, South Africa

. Effectively developed a Sensory Integration program for

children with Cerebral Palsy.

STAFF OCCUPATIONAL THERAPIST (12/89-12/91)

JOHANNESBURG GENERAL HOSPITAL, Johannesburg, South Africa

. Recognized the need for a Rheumatoid Arthritis program in

the acute care hospital and developed the program in

conjunction with physicians and social worker.

EDUCATION: B.A. Occupational Therapy University of the

Orange Free State 1989

South Africa

ALF Administrators Certification

REFERENCES AVAILABLE UPON REQUEST

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