Customer Service Medical
Resume:
OBJECTIVE:
Administrative/management/support: position utilizing education and
experience in communication, service relations, organization and computer
data collection. Skilled in strategic planning, critical thinking,
integrated processes, regulatory compliance (Joint Commission, CMS, DOH,
Organizational policy), service initiatives, customer service training,
leadership management, team building, marketing concepts, public speaking,
office procedures including data collection.
WORK EXPERIENCE:
ST. CLAIR HOSPITAL, 1000 Bower Hill Road, Mt. Lebanon, PA 15243
Medical Affairs Office 11/30/2009 -
Manager Medical Affairs and Professional Credentialing
. Support to the President and Officers of the Medical Staff
. Skilled in minute taking (laptop at site), transcription
. Meeting facilitation meetings ranging from 4 to 400
. Travel, registration and calendar coordination
. Correspondence development in the voice of the writer
. Liaison for the medical staff and the Administration
. Assess legal implications of and gain compliance with regulatory agencies
(policies, procedures, Joint Commission, CMS, DOH)
. Write Bylaws/policies, newsletters, correspondence/announcements
. Manage, coordinate and lead credentialing staff through integrated
processes
. Research and implement standards of professional office and credentialing
best practice standard
. Analyze and synthesize information, trouble-shoot and independently
formulate proactive action plans and implementation
. Integrate credentialing and meeting support standards through electronic
processes
. Oversight of Medical Library staff
ELLIS HOSPITAL, 1101 Nott Street, Schenectady, NY 12308 518-***-****
Medical Staff Office 01/02/2002 - 09/18/2009
Administrator/Manager
. Administrator for the medical-dental staff and their liaison to the
Organization COO, CEO and Senior Management
. Assess legal implications of and gain compliance with regulatory agencies
(policies, procedures,Joint Commission, CMS, DOH)
. Provide analytical support to Chief of Staff and Executive Medical
Director
. Write Bylaws/policies, newsletters, correspondence/announcements
. Supervise, coordinate and lead medical-dental credentialing staff through
integrated processes
. Research and implement standards of professional office and credentialing
best practices standards
. Analyze and synthesize information, trouble-shoot and independently
formulate proactive action plans and implementation
. Independently research educational resources for medical staff continuing
education related to medical staff leadership.
. Determine, devise and implement cost accounting practices for department
. Determine, devise and implement data base records of employee time
studies, efficiency factors related to work performance "turn-around"
times
. Coach staff on communication skills; written, verbal and non-verbal
. Present in-services on credentialing practices
. Organize, plan and facilitate meetings for 7-600 attendees
. Develop and implement minute taking and transcription standards
. Determine, write and implement state-of-the-art use of Cactus
credentialing software
ACHIEVEMENTS:
2008 Member, Physician Recruitment Taskforce
2007-2008 Successful merge of a three campus credentials process into a
single system
2007 Implementation of Core site-specific privileges
07/2005- Member Centers for Medicaid Task Force
06/2005- Member Executive Officers Committee
02/2004, 02/2005, 02/2006 100% collection of FY 2003/2004/2005 medical
staff dues
01/2004 Zero Medical Staff JCAHO standard deficiencies identified
during accreditation survey
2003 Implement concise filing system, "close-the-loop" Executive Committee
standards
10/2002- Member, Regulatory Compliance (JCAHO, CMS, DOH, Organization)
Steering Committee
2002 Recognized staff deficiencies in practice standards and implemented
"best practice" standards (including but not limited to position
handbooks, office procedure manual, and staff time studies)
12/2002- Co-Chair, JCAHO Subcommittee Task Force
01/2002- Member, Bylaws Committee
Kathleen A. Tafel
WESTERN PENNSYLVANIA HOSPITAL, 4800 Friendship Ave., Pittsburgh, PA 15224
Department of Radiology 02/21/1994 -
12/08/2001
Executive Assistant 07/21/2000-12/08/2001 - Investigate, research, propose
and project manage proactive solutions to administrative radiology issues
in addition to supervisory and executive secretary capacities listed below.
Active contributing and invited member of hospital and departmental
committees.
Office Coordinator 03/28/1998-07/22/2000 - Research and investigate
administrative radiology issues in addition to supervisory and executive
secretary capacities. Active in hospital and departmental committees.
Executive Secretary 02/21/1994-03/27/1998 - Independently organizes office
management, coordinate meetings, appointments and travel arrangements for
the Chairman and Vice President of Radiology. Supervise secretarial
support services for department radiologists. Active in hospital and
department committees.
. Supervise secretarial support services; complete time attendance;
administer secretarial performance evaluations in accordance with West
Penn Hospital parameters; conduct secretarial staff meetings
disseminating new hospital and departmental information. Research,
conduct and implement in-services on secretarial continuing education
topics.
. Research, write and perform departmental presentations on new standards.
. Chair task force meetings to initiate and enhance departmental issues on
customer service.
. Interact effectively with inter-hospital departments at administrative
level for coordination of all the Chairman's appointments and those
related to the Chairman's duties as Chancellor to the American College of
Radiology.
. Maintain Access software database in the collection of physician staff
accrual time (vacation, speaking and meeting) and in various departmental
quality assurance projects. Use of Word software for the completion of
transcription duties. Use of Excel spreadsheet for departmental
tracking.
. Effectively developed organizational filing system for department
records.
ACHIEVEMENTS:
09/2001 Departmental United Way Campaign Coordinator
02/2001-06/2001 Member, WPAHS Pre-Registration, Pre-Scheduling Design Team
11/2000-06/2001 Member, WPH Standards of Performance Committee
10/2000-06/2001 Member, WPH Physician Relations Team, Service Focus Group
05/2000 Spearheaded, Service Excellence Improvement Task Force.
Recommended, initiated and spearheaded a secretarial task
force for the improvement of service excellence
03/2000 Spearheaded, 3N Self-Escort System. Developed and implemented
a patient self escort system to radiology waiting rooms.
Decreasing staff needs to this task.
03/2000 Developed a service issues reporting system that follows a
customer complaint from beginning to resolution.
12/14/98 Recipient, WPH service Employee of the Month award.
09/97-10/97 Member, WPH Environment Care Prep Team
09/1997 Departmental United Way Campaign Coordinator
08/96-02/2000 Member, WPH Employee Recognition Committee
06/96-06/96 Member, WPH Employee Rewards and Recognition Committee Task
Force
10/95-1997 Radiology Patient, Families and Referring Physician
Communications Team.
06/95-06/96 Chair, Radiology Telephone Communications Steering Committee.
Proposed, wrote and presented in-services on Service
Excellence Skills in Telephone Communication and Customer
Service to Department of Radiology personnel.
WESTERN PENNSYLVANIA HOSPITAL, Pittsburgh, PA
Brain Tumor Cooperative Group 06/01/1990 -
02/21/1994
(See Montefiore Hospital)
Kathleen A. Tafel
MONTEFIORE HOSPITAL, 3459 5th Avenue Pittsburgh PA 15213 412-***-****
Brain Tumor Cooperative Group 04/01/1983 -
06/01/1990
Medical Secretary - Independently organize office management and perform
all secretarial duties for coordinator and two nurse clinicians of a
National Cancer Institute (NCI) research program (the Brain Tumor
Cooperative Group).
- Interact effectively with inter-hospital departments in coordinating
extensive medical testing of patients and hospital admissions of
patients.
- Exhibit comprehensive ability to determine patients' needs by
telephone and direct calls to the appropriate health care clinician.
- Responsible for the billing of chemotherapy and hospital admission
charges to the patient and appropriate insurance company.
- Use an IBM AT Paradox; research data and accounting bases: Use DOS
WordPerfect package for office correspondence. Assist in the
collection of statistical data.
- Prepare all daily correspondence to physicians, home-care agencies
and patients.
- Supervise and maintain accounts receivable/payable.
- Act in a self-directional manner to implement new procedures.
- Purchase supplies and automated equipment for office.
- Coordinate travel, hotel and conference registration.
- Developed and maintain an effective filing system for clinical,
research and office information.
ACHIEVEMENTS:
MONTEFIORE HOSPITAL, Pittsburgh PA
- Editor/journalist Caregiver Newsletter
- Organized accounting and data information for the development of a
Paradox computer program, implemented to store NCI research data.
- Assisted in the development of statistical data by collecting
research data for the determination of quality treatment modalities.
- Utilize Paradox Data Program to create report forms for the
collection of monthly testing statistic, accounts payable, and
experimental study statistics.
BENEFICIAL CONSUMER DISCOUNT COMPANY 1977 to 1983
1-800-***-**** McFarland Road, Pittsburgh PA
Senior Customer Service Representative - Financial secretarial position
involving contact with clients for cash selling and collecting. Functions
included the following:
- Conducted credit investigations through verbal and automated credit
reference agencies.
- Operated an IBM 2000 computer for daily office functions of cash
receivable and payable.
- Conducted phone solicitations and collection calls.
- Interviewed loan applicants.
- Prepared legal documentation of personal and mortgage loans.
Kathleen A. Tafel
Page 4
SOFTWARE EXPERIENCE:
Cactus and Midas Credentialing Software
Windows XP Word, Access, Excel, PowerPoint, Outlook
Windows 2000 Word, Access, Excel, Exchange,
PowerPoint, Outlook
Windows '95 WordPerfect 5.1
Schedule+ WordPerfect Office
WinWord Paradox database 4.0
Excel Lotus spreadsheet 4.0
Access Power Point
Professional Organizations
National Association of Medical Staff Services Member 2002-
Present
International Association of Administrative Professionals Member 9/97-
2009
Public Speaking
Ellis Hospital
Topic: Red Flags, Reading Between the Lines
Topic: The Role of Department Chair and Division Chiefs in the
Credentialing Process
Topic: Credentialing Liaison, Understanding the credentialing committee
process for office managers
Topic: Credentialing 101; Impact of credentialing on the physician office
manager
The Western Pennsylvania Hospital
Department of Radiology
Topic: Service Excellence; Customer Service and Telephone Communication
Consultant/Trainer/Invited Presenter
Cactus Credentialing Software
Medical Staff Reappointment Processing
Contributing
Medical Staff Briefing HCPro, Inc.
Hospitalist Leadership Advisor HCPro, Inc.
Credentialing and Peer Review Legal Insider HCPro, Inc.
Education:
Community College of Allegheny County - Associate in Art: English,
Communications 1988
Community Involvement:
Published Poet 1980 -
Community Theater 1978 -
Veronica Veil Players 1978 -2001
Certified Catechist of Christian Doctrine 1982 - 1988
References Upon Request.
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