Customer Service Manager

JARVIS BROOKS

*** ******* *****, ***** **

Brooklyn, NY 11238

347-***-**** (H) 917-***-**** (CP) ******.******@*****.***

OBJECTIVE:

A position utilizing acquired knowledge and experience while offering an

opportunity for professional growth and advancement.

EXPERIENCE:

INTERFAITH MEDICAL CENTER - Brooklyn, New York, 04/07 - Present

Director of Patient Relations - Hospital Administration:

- Prevent and correct problems at the unit level. Work directly with

Nursing and the Medical Staff to ensure patient needs are

communicated, and that interdepartmental issues are resolved.

- Conduct daily rounds to evaluate effectiveness of Guest Relations

program

- Act in a supervisory capacity to all Guest Relations staff members.

- Responsible for total coordination and supervision of the program

including the tabulation and presentation of patient satisfaction

statistical data to the Quality Council.

- Implement and monitor program to measure and monitor patient

satisfaction

- Update patient satisfaction as necessary. Assure compliance with

HCAHPS requirements

- Obtain comparative data on patient satisfaction

- Interact directly with patients, families and hospital staff

- Identifies areas for improvement and reports same to Executive Staff

and Quality Council

- Ensures compliance with the Patients Rights section of the JCAHO and

NYS section 405.7

- Conduct Guest Relations overview and Customer Service expectations at

new hire orientation and quarterly throughout the year in conjunction

with HR and VP of Administration

- Coordinate the hospital's Language Assistance Program

- Update and maintain the Language Bank

- Work with HR to ensure the sole use of certified medical interpreters

NYU MEDICAL CENTERS - HOSPITAL FOR JOINT DISEASES - New York, 11/02 -

04/07

Business/Operations Manager - Surgical Services:

- Developed, monitored and analyzed operating and capital budgets

for the department.

- Provided department leadership with statistical reports, analyzing

unit operations, promoting unit cost effectiveness.

- Collaborated with nursing administration on all aspects of

surgical services payroll and position control processes.

- Assisted in the development of procedure control for supply

purchases, invoice reconciliation and variance analysis.

- Prepared and analyzed statistical reports for departmental and

operational efficiencies.

- Monitored monthly accruals for unvouchered/unpaid invoices.

- Coordinated with purchasing department, A/P and vendors to resolve

credit holds. Preventing service interruptions.

- Coordinated block time utilization for surgeons. Reported utilization

percentages to department and hospital leadership.

- Managed inventory and surgical implant departments. All functions

including, recruitment, training and HR issues.

- Managed the implementation, upgrading and maintaining of various

computer systems, which served surgical services ability to monitor

budgets, inventory, patient procedures, patient volume and the

scheduling of surgical cases.

- Served as liaison for the department to various academic and working

groups within the hospital.

- Managed contract negotiations, established consignment agreements,

managed bids and supply chain management for the department. Managed

all departmental modernizations, renovations and construction projects

ST. LUKE'S-ROOSEVELT HOSPITAL CENTER - New York, NY 10/00-

7/02

Faculty Practice Plan/Division Business Manager -

Hematology/Oncology Dept. of Medicine:

- Managed daily operations in the Oncology practice sties and

chemotherapy infusion suites including patient scheduling,

registration on hospital Eagle system and IDX, patient flow, charge

capture, chart documentation, time of service payments, insurance

verification, customer service issues.

- Managed all staff and functions including HR issues for 20

staff members.

- Implemented and monitored Department of Medicine, SLRHC, JCAHO and

other regulatory agency policies.

- Developed FPP, SLRHC operating, and capital budgets.

- Managed purchasing and approve/monitor expenses.

- Maintained all equipment in practice sites and infusion suites.

- Prepared and analyzed periodic reports on revenues, expenses and

volume statistics.

- Participated in department's performance improvement activities.

- Maintained patient/employee confidentiality in the management of

information.

- Implemented cost effective policies and procedures for all

operational areas.

- Recruited, hired, trained, evaluated, and supervised clerical and

clinical staff.

- Oversaw appointment scheduling and implemented computerized

scheduling system.

- Oversaw purchasing and expenditures; monitored for budget variance.

- Maintained volume statistics.

BETH ISRAEL MEDICAL CENTER, DEPARTMENT OF FAMILY MEDICINE

THE INSTITUTE FOR URBAN FAMILY HEALTH - New York, NY 8/96-

10/00

Practice Administrator - Family Medicine/Director of Patient

Services:

- Supervised staff of 26; Hired, trained, scheduled, evaluated

and disciplined all clerical and administrative staff.

- Monitored time and attendance records, tracked lateness and

absenteeism, submitted records for payroll processing.

- Assisted the Medical Director in all administrative functions.

- Managed and maintained patient referral systems for

ancillary/specialty services.

- Oversaw and resolved problems relating to practice systems including

appointments, registration, physician referrals, medical records,

staff/patient relations and billing.

- Monitored and improved patient satisfaction; received and resolved

complaints.

- Compiled/produced monthly practice statistics reports, management

reports and meeting minutes.

- Developed provider schedules and assured correct data entry; reviewed

schedules weekly to identify problems; oversaw maintenance of

schedules and appropriate staffing of practitioners and service staff.

- Performed routine computer maintenance and identified related

problems.

- Maintained and updated policies and procedures for facility and

department.

- Reported daily service and payment activity and reconciled to

encounter forms and payment receipts.

- Assured that all cash collections and/or petty cash funds were

maintained securely and reconciled periodically.

TRANSCARE - New York, NY 4/95-3/96

Reimbursement Manager:

- Developed, planned and directed all phases of departmental

operations.

- Interviewed and handled all aspects of personnel including

hiring, training, vacations.

- Supervised staff of 14.

- Oversaw all aspects of Medicare, Medicaid and third party

billing. Coordinated all special Medicare projects.

- Prepared periodic financial statements, monthly reports on

statistics and reviewed budget.

- Maintained accurate records of Accounts Receivable/Payable.

- Approved and submitted all invoices in a timely manner.

- Resolved problems with patients.

SUNY HEALTH SCIENCE CENTER AT BROOKLYN - Brooklyn, NY 1/92-4/95

Teaching Hospital Senior Financial Analyst:

- Responsible for aged Accounts Receivable.

- Reviewed all third party account inquiries on in-patient & outpatient

accounts.

- Supervised all billing audits, i.e., IPRO, Dept. of SS, CPA, State

Comptroller Office, etc.

- Handled all patients' complaints regarding accounts.

- Handled Medicaid and Medicare confidentiality rules, HIV

confidentiality law, and University Hospital of Brooklyn

confidentiality policy.

- Responsible for maintenance, billing, statistics and posting for all

Ambulatory Surgery, Endoscopy, Gastroenterology, Laser Surgery and

Podiatry accounts.

- items and processed via unit procedures; re-posted system-rejected

charges.

EDUCATION & SKILLS:

Philadelphia College for the Performing Arts - Philadelphia, PA

Dance Education - 1983

North Carolina School of the Arts - Winston-Salem, NC

Dance Education - 1984

SUNY Purchase - Purchase, NY

Dance Education - 1985

- Computer Literate--SMS (Shared Medical Systems), Omni Pro Network,

Eagle 2000 (American Healthware Systems), Lotus 1-2-3, MS Word, MS

Excel, MS PowerPoint; Digitech Billing Software, IDX Billing Systems,

Medical Manager, Orbit OR Surgical Scheduling System, Pathways

Material Management System, (PMM).

- Bookkeeping knowledge, medical billing/coding, BCLS Certification.

- References furnished upon request.

Jarvis Brooks

400 Lincoln Place, Suite 3A Brooklyn, NY

11238 718-***-****

Dear Sir/Madam:

In response to your recent advertisement, I have enclosed a copy of my

resume for your review.

I am extremely interested in the position and believe I possess the

qualifications necessary to make an immediate and positive contribution to

your organization. My salary requirements are flexible and I can start

shortly after receiving a firm offer.

I hope you will consider my resume favorably, and look forward to hearing

from you so that we may arrange an interview. I may be contacted at the

address and telephone number listed above.

Thanking you in advance for your consideration, I remain

Sincerely,

Jarvis Brooks

Jarvis Brooks

Enc.

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