Customer Service Manager
Resume:
OBJECTIVE Medical Business Process and/or Employee Manager
specializing in Healthcare
QUALIFIED BY
. Extensive experience in medical business process management and support
including employee management and training, call center, provider
contracting and credentialing and client management.
. Self-motivator who thrives on challenge and taking initiative, able to
adapt to changing environments and remain flexible.
. Strong employee management, medical systems implementation,
organizational and analytical skills.
AREAS OF EXPERTISE
Team Building & Leadership Customer Service Management
Operations Management
Employee Development & Training Continuous Process Improvement
Accounts Receivable Management
Corporate Vision & Strategic Planning Revenue & Profit Growth
AAPC Cert. Professional Coder, 2006 - 2008
EXPERIENCE
Providence Health & Services, Renton WA April
2010 - October 2010
REVENUE CYCLE MANAGEMENT PROGRAM COORDINATOR
Managed all aspects and phases of projects and launch initiatives
supporting the operational activities of the Revenue Cycle Management
Department from conception to implementation in accordance with established
timeline.
. Achieved buy in through fostering team participation, engagement and
collaboration throughout the discovery, development, planning,
implementation, monitoring, and completion of projects.
. Communicated deliverables of projects, risks, mitigating controls,
milestones, action items, resources, and contingency plans to key
stakeholders.
. Enhanced, streamlined and standardized processes with a regional focus
within Revenue Cycle Management Departments at each of the Providence
Washington/Montana Region acute care facilities.
. Developed, revised, standardized, and communicated policies; trained
others in new policies, procedures, and processes.
LYNX Medical Systems, Bellevue WA February 2008
- January 2010
ACCOUNT EXECUTIVE
Recruited as a primary contact for emergency department and
clinic charging and coding software clients to ensure product satisfaction
and compliant revenue enhancement.
. Grew assigned client base from 36 sites 80 sites while increasing
product sales revenue to those clients by 15%.
. Partnered with LYNX internal experts and key members of the client's
organization during post sale and pre and post implementation.
. Monitored client revenue directly related to LYNX product use post
implementation.
. Built and maintained client relationships with hospital executive and
IT management
. Marketed and sold additional value-added products/services to client
base.
. Functioned collaboratively with Account Executive team, implementation
and technical staff, business analysts, software development and sales
and marketing.
UW Physicians, Seattle WA June 2005 - January
2008
CLIENT MANAGER
Represented UWP's revenue cycle accountability to assigned Clinical
Departments. Responsible for monitoring specialty related billing and
denial follow up for 5 Clinical Departments.
. Managed Claims Specialists, Charge Coordinators and AR Cycle for the
departments of Family Medicine, Psychiatry, Rehabilitation,
Otolaryngology and UW Provider Network (UWPN).
. Financial Analysis; accounts receivable analysis.
. AR management, tracking payor trends, revenue opportunity
identification and implementation.
. Functioned as liaison between billing operations and the medical
departments and physicians.
. Consultative services for strategic planning and implementation of
Lean process improvement.
Kathy Fisher
MedData, Inc., Seattle, WA 2002 - 2005
MANAGER, BILLING SUPPORT
Implemented new Billing Support Department including identification of
roles and responsibilities and ongoing planning; organizing and managing
associate development, training performance and quality processes.
. Created and supervised development of department Policy and Procedure
Manual.
. Managed information on billing and regulatory topics and recommended
policy implementation.
. Acted as an in-house consultant on coding, regulatory and/or quality
issues.
. Managed billing training and Quality Assurance programs.
BUSINESS PROCESS ANALYST, CLIENT SERVICES
. Liaison between Client Services and Operations teams responsible for
assisting, coordinating, planning, or organizing business development
initiatives.
. Facilitated study, analyzed, organized and documented findings of work
problems and procedures; prepared recommendations for implementation
of procedure and process changes.
CLIENT SERVICES COORDINATOR, CLIENT SERVICES
. Created documentation feedback reporting process that identified
additional revenue opportunity.
. Developed and coordinated key components for client meeting
presentations and monthly and quarterly routine and ad hoc reports,
including the dissemination of client financial results, trends,
variations and managed care contracts.
. Coordinated and prepared data on fee schedules, coding guidelines,
incident report summaries used in client PowerPoint presentations.
ADDITIONAL EXPERIENCE
Trendwest Resorts, Inc., Bellevue, WA
September 2001 - April 2002
MANAGER, LOAN SERVICES
Managed and directed Loan Services Supervisors and staff assigned to
maintain and collect on down payment loans. Daily tasks include
scheduling, coaching, motivation, performance feedback, annual reviews and
disciplinary action as needed.
Premera Blue Cross, Seattle, WA July
2000 - August 2001
TEAM LEADER, GROUP OPERATIONS
Supervised and directed day-to-day activities of Call Center/Customer
Service Team assigned to Large Employer and ASO Groups, including
scheduling, coaching, motivation, performance feedback, bi-annual reviews
and disciplinary action as needed.
Avandel Healthcare, Seattle, WA February
1998 - July 2000
SUPERVISOR, MEDICAL EVENT COORDINATION
Original staff member hired for development of Intake and Claims
Departments in a startup company implementing a Catastrophic Care
Management Program. Supervised Medical Event Coordinators, including
scheduling, auditing of daily work and performance reviews.
Premera Blue Cross, Seattle, WA
1987 - 1997
PROVIDER NETWORK ASSOCIATE
Client Manager for Hospital/Ancillary Networks in Washington, Alaska and
Oregon based Providence Vantage PPO Networks.
BENEFIT SPECIALIST
Originated newly developed position as a liaison between Customer
Service, Provider Contracting and Utilization Management Departments.
CUSTOMER SERVICE REPRESENTATIVE
Researched and resolved telephone and written inquiries for subscribers
and providers both telephonically and as a Correspondence Specialist.
Kathy Fisher
EDUCATION AND CERTIFICATIONS / 1987 - 2006
American Academy of Professional Coders Certified Professional Coder,
2006 - 2008
HRAI Coding Specialists, LLC Medical Coding Boot Camp, 2006
Medicare Boot Camp, 2006
Premera Blue Cross Business Writing for Professionals
Leadership 2001 Series
Kathy Fisher
6328 S C Street
Tacoma WA 98408
abicce@r.postjobfree.com
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