Customer Service Management

Terry K. Long

***** *. *** ** ** Benton City, WA 99320 abh2fq@r.postjobfree.com (509)

***-****

Highly credentialed professional with a stellar career in all aspects of

information management, particularly in medical information management.

Highly revered leader in establishing new practices, new technologies, and

embracing new business philosophies.

Desire a position in Information Systems to retain and broaden my skill set

that will provide a challenging opportunity drawing on my vast experiences

to contribute to the organization's prosperity and to my continued

professional growth.

Areas of Effectiveness

Leadership: Provided exemplary service to model the behavior of

excellent professionalism to colleagues and subordinates. Superior

skills in conflict resolution. Responsible for administering Health

Information Management (HIM) department annual and capital equipment

budgets. Collaborating with key players and departments within the

organization in the creation, implementation, and enforcement of

privacy and security policies and procedures.

Innovation: Implemented HIM-specific applications such as SoftMed

and document imaging solutions. Implemented software to

improve record tracking and increase efficiency from a highly

antiquated system. Implemented electronic signature applications for

the speedy completion of medical records. Designed and

participated in the Clinical Pertinence Review process in accordance

with Joint Commission requirements.

Customer Service/Client Relationships: Long-standing history of

delivering and culturing world-class customer service. Extremely

talented at creating and maintaining mutually beneficial relationships

with a wide variety of customers, clients and personalities. Proven

track record of integrity and making sound decisions in all areas of

customer & client relationships. Winning personality.

Skills/Strengths

Collaboration Information Dissemination/Sharing ? Details Driven

Networking

Organized Self-Directed Articulate Poised

Technical skills include Meditech, 3M SoftMed, MS Office, Internet, and

email apps

Description of 20 Year Career in Information Management

Systems Analyst, Providence Health Systems, Walla Walla, WA

September 2008-Current

Responsibilities:

. Responsible for performing a variety of technical computer

support activities involving the Meditech HIS system as

well as other software applications in the hospital system.

Perform menu changes and dictionary change requests.

. Project Lead for implementation of Zynx Order Sets for

physicians, training and education of physicians and

nursing staff, maintenance, order set building, and

coordination of go-live for each order set.

. Project Lead for Meditech 6.0 HIM, Data Repository and

Scanning and Archiving applications including project

planning and implementation.

. Assist in Help Desk; provide technical advice and

assistance to users, in person or on the phone. Take

corrective action after troubleshooting reported problems.

Senior HIM Consultant, Precyse Solutions, Wayne, PA

Responsibilities:

. Served on a per diem basis as Interim Management of

Transcription department at Kaiser-Permanente facility in

Martinez, CA.

. Horizon Patient Folder (HPF) physician training in

Baltimore, MD.

. Interim HIM Director of 450-bed Mercy General Hospital,

Sacramento, CA

. Interim HIM Director at Stevens Hospital, Edmonds, WA.

. Responsible for all deliverables, operations and budget of

department.

Terry K. Long (page 2)

Health Information Management Director, Kennewick General Hospital,

Kennewick, WA

Achievements:

. Implemented new transcription service which includes e-

signature and online chart view capability for physicians

and their offices with a cost savings of 35%.

. Implemented ASP electronic document management solution for

ER's to achieve greater efficiency, accessibility and

reduction of offsite storage costs.

. Reduced delinquency rate from 10% to 4.3%.

. Promoted use and trained house-wide users in Quantros

application for data collection and compliance tracking.

Responsibilities:

. Privacy Officer for entire district including hospital and

Kennewick General Hospital-owned clinics.

. Oversee staff of 11.5 full-time staff.

. Responsible for policies and procedures, operations and

budget of department.

. Responsible for ensuring compliance with state and federal

laws and regulations.

. Monitor deliverables, quality measures, data analysis, and

exception reports with clear and concise documentation.

Health Information Management Director, Kadlec Medical Center, Richland,

WA

Achievements:

. Reorganized all processes of HIM Department resulting in

efficient workflow, output, and space conservation.

. Reduced DNFB from $12 million to $3 million.

. Achieved deficiency rate target of 4%; down from 47%.

. Brought transcription services "in-house", eliminating

contract vendor services and recruited transcriptionists

from all over the country to work remotely.

Responsibilities:

. Administered budget of $1.8 million.

. Supervised 3 coordinators and performed oversight of 21

full-time staff.

. Managed transcription services with 25 MTs and controlled

turnaround times.

. Chaired Medical Record Review Committee for JCAHO record

reviews.

. Chair of Forms Committee - responsible for conversion of

forms for HER.

. Directed all operations of HIM department including storage

and retrieval, assembly and analysis, transcription report

delivery, software systems, birth certificates, coding and

abstracting, and data analysis.

Health Information Management Manager, The Regional Hospital, Seattle, WA

Responsibilities:

. Performed all HIM processes including coding and assembly

and analysis.

. Participated in JCAHO compliance initiatives and survey

preparation.

. Chair of Medical Record Review Committee.

. COI project co-chaired with Social Services.

Education

B.A., Social Sciences, Minor in Business Administration, Washington State

University, Pullman, WA

Registered Health Information Administrator, American Health Information

Management Association, Chicago, IL

Registered Health Information Technician, American Health Information

Management Association, Chicago, IL

Affiliation/Community Service

. Washington State Health Information Management Association Incoming Board

President - 2010 (will serve 3 year term as incoming, President, then

Past-President)

. WSHIMA Board Director - 2008-2010 (2 year term, elected position by

Washington state members)

. WSHIMA Board Secretary (WSHIMA) - 2007-08

. Member of American Health Information Management Association

. ACE (Action Community for e-HIM excellence) member of AHIMA

Additional work history available upon request.

TKL

HDR

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