Customer Service Human Resources

Deborah Heard

**** ****** ***** . ******, ***** *5034 . 763-***-**** .

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

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Experienced, Educated, Meticulous and Ambitious Business Office Management

Professional who works to develop the operational efficiency of the

organization. Recognized throughout my career for being a visionary leader

with in-depth knowledge of accurate, precise, and ethical in all work

assignments and able to immediately contribute to the company's

administrative goals and objectives to significantly increase operational

efficiency. Excel in resolving employer challenges with innovative

solutions and systems/process improvements that are proven to increase

efficiency and customer satisfaction. Offers a high level of enthusiasm has

an exceptional telephone personality, and has an ability to establish and

maintain productive relationships. Strong analytical skills support

business operations through analysis of key performance indicators and

trends. Self-motivated and dynamic professional with diverse credentials

which combine solid and tactical leadership expertise with a strong

business background, an ability to work collaboratively, and an ability to

prioritize tasks and meet deadlines. Multi-disciplinary industry experience

with an emphasis in records management, financial services, data entry,

internal and external communications, project management, processing, and

document creation. Offers strong organizational, communication, and

customer service skills. Strong problem & conflict resolution skills.

. . Company/Operations . Office

Leadership/Motivation/T Development Administration/Managemen

eamwork . Communication/Customer t

. Updates & Maintains Relations . Financial and

Documents . Creates and Processes Bookkeeping Duties

. Project and Process Documents . Computer Program

Management Knowledge

PROFESSIONAL EXPERIENCE

MEMORY CARE DIRECTOR, EMERITUS SENIOR LIVING, DALLAS, TX, 2011-PRESENT

. Basic knowledge of Alzheimer's Disease and related dementia, will manage

the overall operation of the Memory Care Neighborhood in accordance with

resident needs

. Join their Journey provides the ability to meet each resident's and

family's needs at each of the

disease process by recognizing individuality, encouraging choices and

allowing them the dignity to live their lives in a way that feels familiar

to them.

. Conducting resident screenings and family interviews; development and

implementation of residents' Flex-Care Plans.

. Coordinating the annual review of the Alzheimer's Program policy and

procedures; coordinating in-service training; assisting in marketing and

sales efforts; organizing and leading Resident Aide meetings; and providing

written reports.

. The wellness signature focuses on providing their loved ones with a sense

of safety and security when it comes to their personal needs and well-

being. By using their loved one's life story, to accommodate their

preference in the resident activities of daily living and personalized plan

of care

. Dining Experience a time for socializing and engaging with others.

.Supportive Environment the challenges associated with Alzheimer's disease

and dementia to provide a secure and familiar homelike environment

. Life Enrichment to get detailed life story to understand resident's

hobbies, careers and interests and then turn these ideas into activities

they can participate in every day

. Family Partnerships by joining the journey of the family by building a

partnership based on communication, education, support and commitment to

their family

. Team Development specialized training and support for our memory care

staff

MENTAL HEALTH REHABILITATION SPECIALIST, People Incorporated, Apple Valley,

MN, 2004-2010

. Supervised and monitored clients for symptoms of de-compensation and

crisis; updated and maintained charts and logs to track clients' progress

and implement programs to progress health

. Developed and implemented goal plans and RMAP as required by program

policies and procedures

. Partners with on-call staff or County Crisis Line to ensure safety of

clients as well as employees

. Assist clients with problem solving, provides supportive crisis

counseling and utilizes on-call staff as necessary to prevent or handle

behavioral crisis.

. Oversees teaching independent living skills to clients to help them live

successfully while they have completed the program

. Supervises administration of medication according to program policy and

has basic knowledge of psychotropic medication and side effects.

HUMAN RESOURCES CONFIDENTIAL ASSOCIATES, Minneapolis Public Schools,

Minneapolis, Minnesota, 2008-2009

.Oversees the daily function of the human resources confidential associates

provide administrative duties involving the development and maintenance of

Reserve Teachers files. There are two kinds of assignments for Reserve

Teachers.

.Short-call reserve assignments. These assignments can last from 1 to 20

days.

Long-call reserve assignments. These assignments are more than 20 days and

can last up to 1 semester or 110 days. To be a long call reserve teacher,

you must be fully licensed or eligible for a full-time limited license.

. Prepare, process and distribute payroll through ADP. Candidate must have

experience entering payroll into an ADP system.

. Compile payroll statistics and maintain accurate payroll records.

. Process compensation changes, status changes, terminations and

enrollments based on supervisor approval and plan guidelines.

. Review benefits annually and develop recommendations.

. Run detailed payroll and benefits reports as needed.

. Administer and explain benefits to employees. Serve as liaison between

employees and insurance carriers.

BUSINESS OFFICE ADMINISTRATOR, Golden Living Center, St. Paul, Minnesota,

2006-2007

. Oversees the daily function of the business office ensuring efficient

operations informing patients and families of their financial

responsibilities for the services rendered to them at the facility. Work

with the patient's payment arrangement

. Ensure pay equity compliance and coordinate, and assisting the client for

applying Medicare, Medicaid, Group Residential Housing, General Assistance

and Social Security

. Managed the business office staff to ensure admissions, scheduling,

coding medical records, insurance verification, billing and collection

processes are successfully accomplished

. Contact insurance company regarding billing within 15 days following

billing submission, to assure that it has been received. Control

collection efforts of accounts in an organized, professional and efficient

manner.

. Ensure a minimum of three contacts are made daily and documented in HMS.

Provide required follow-up on all patient accounts. Analyze accounts to

determine co-payment amounts and prepare a billing statement to send within

five days after billing.

.Determine a follow-up schedule for contacting patients regarding

outstanding account balances on a minimum basis of twice every thirty days.

.Prepare collection letters as guided by the established facility policy

and procedure

. Managed the financial/accounting duties for the medical facility;

calculated timecards, processed payroll, reviewed, analyzed, and

administered compensation and classification, processed annual salary

structure updates, managed pay equity compliance, and managed resident

trust funds

. Responsible for census maintenance, system 36, third party billing, and

care reconciliation

. Reviews correspondence and distributes to appropriate department or

personnel

. Performed all accounts payable duties for the medical facility;

maintained past due per bed and day sales, negotiated and collected on

delinquent accounts, obtained & submitted all required documentation to

third party payers, accurately billed room and board ancillary charges,

resolved any issues with established time frames, and took action to

prevent accounts from becoming delinquent

. Approves write offs and or adjustments to patient accounts

. Maintained resident trust fund according to Federal, State and company

guidelines

. Safeguard resident funds received per company policy

ADMINISTRATIVE SUPPORT COORDINATOR SUPERVISOR, Volunteers of America, 2004-

2006

. Conducted background investigations & physical and psychological exams as

needed for candidates

. Maintained the tracking system to ensure the completeness of Foster Care

files to remain in compliance with state regulations, policies, and

procedures and county contracts

. Managed the financial data base of the Foster Care Children, write and

send financial verification letters and forms for the foster parents

. Oversees EOB and foster care payments to make sure there are no posting

problems with foster care accounts

. Verifies rates of all Purchase of Service Agreements before submitting to

the Program Director

. Administer the benefit programs with established policies and legal

mandates and prepares recommendations to enhance the benefit program.

Oversees benefits program bid process including developing bid

specifications reviewing submitted proposal, recommending appropriates

service providers and negotiating service agreements

. Work with the Corporate accounting department to assure timely and

accurate financial reporting

. Oversees audit process on the completed foster care charts and ensures

completeness of charts

. Manages the business office staff job results by interviewing, selecting,

orientating, and training employees

. Maintain the business office staff job results by counseling,

disciplining employees; planning, monitoring, and appraising job results

ADMINISTRATIVE ASSISTANT, People Incorporated, St. Paul, Minnesota, 1995-

2004

. Managed the daily administrative operations for the company; answered and

routed incoming phone calls on a multi-line phone system, updated and

maintained files, greeted and directed customers, scheduled appointments,

accounts payable and receivable, and ordered office supplies

. Conducts various analytical special projects, especially involving

budgets and preparations for

senior management meetings

. Collaborates with various staff and departments in preparing special

projects

. Monitored and managed client account activity and coordinating system

data collection

. Provide customer service to clients, family members and staff

EDUCATION and TRAINING

. ASSOCIATE'S DEGREE - CORE COURSEWORK, COLLIN COMMUNITY COLLEGE, TX, 2011-

PRESENT

. ASSOCIATE'S DEGREE - CORE COURSEWORK, Inverhills Community College, MN,

2009-2010

COMPUTER / TECHNICAL PROFICIENCIES: Amdhal 5890, IBM 3090, VM/XA, Microsoft

Office Suite, Windows 95/98/2000/XP/Vista/7, ADP's-PCPW, Kronos,

PeopleSoft, CA-Products, MVS

Professional References Available Upon Request

Contact this candidate