Manager Customer Service

JOYCE GUSMAN

*** ****** ***. *******, ** ***** (440)554 891 ***********@*****.***

SUMMARY OF QUALIFICATIONS

Healthcare Receivables professional with demonstrable strategic planning experience and technical

proficiency. Ability to explore solutions by utilizing technology.

Clear, analytical and objective approach to problem solving. Focuses on immediate issues while

maintaining clear vision of long term goals.

Leadership – Offering a collaborative, hands on management style with track record of developing and

implementing strategies, systems, plans and programs that maximize growth and profitability.

PROFESSIONAL HIGHLIGHTS

CareMedic/Ingenix 11 2009 – present

Cross Functional Technical Analyst

CareMedic provides revenue cycle management solutions for hospitals and providers. The Cross

Functional team was established to bridge the transition between implementation and the corporate

support team.

Duties include:

Working with “Named” clients, setting up weekly conference calls and escalating issues to the

Development and Software teams.

Maintain software to monitor open items

Trend analysis of open and closed issues to assess root causes and make recommendations for

enhancements.

Serve as an extension to the support team, handling more difficult issues by working directly with

the technical teams.

Managing team of four.

MED3000 8 2007 to 11 2009

Manager, CBO

Hired in North Olmsted, Ohio location as Director for newly acquisitioned Central Business Office.

Implemented corporate policies and procedures

Established individual and team goals, with a focus on improving processes, accountability, and

lowering accounts receivables.

Lowered days in AR by 30% in less than 6 months

Established excellent working relationships with dissatisfied clients with some signing

unprecedented 3 year contracts with MED3000.

Corporate decision to close the office resulted in transfer to Oldsmar, Florida location as Manager,

managing 50 Accounts Receivable staff and responsible for $8M in monthly receipts for 15

clients, both hospital and practice based.

Spearheaded implementation for several client transfers from Ohio to Oldsmar CBO

HUMAN ARC CORPORATION, Cleveland, Ohio 8 2000 to 7 2007

EDI Specialist/Operations Analyst

Recruited to increase system integration, streamline revenue cycle management processes, including

minimize manual processes, reduce labor, and increase revenue. Work closely with client hospital

financial and IT departments to set up file standardization, FTP protocols and encryption requirements.

Joined AR team and established workflows and query management.

Customers include the Cleveland Clinic Foundation and satellites, University Hospital, Children’s

Hospital of Cincinnati, Ohio State Medical Center

Proficient in SQL analysis; provide expertise in data management and ad hoc reporting.

Build and maintain professional relationships with financial personnel, developers and CIO’s.

Managed replacing AR system for Receivables Management Staff which serves 45 employees

and generates $4MM for Corporation

Served as Corporate Compliance Officer. Established Compliance Policy

Certified at National HIPAA Summit (2003). Worked with IT to establish encryption/security

standards and on line HIPAA training module.

CENTERS FOR DIALYSIS CARE, Cleveland 1998 2000

Director, Patient Accounts

Led staff responsible for managing intake, providing transportation, insurance verification. Also monitored

application processes with Social Security and Department of Human Services. Centers served 1,200

patients in eleven northeast Ohio facilities.

Major accomplishments included: reduced A/R days by 12 per cent; established electronic processes

including claims processing with Medicare and Medicaid; provided cross training for all patient accounts

staff and substantially reduced turnover.

FAIRVIEW MEDICAL GROUP, Cleveland, Ohio 1996 1998

Manager, Central Business Office

Recruited to implement billing system for newly centralized billing office. Hired and trained staff of 30.

Established billing processes, wrote business office policies and procedures, developed and maintained

master file system. Monitored charge entry, A/R follow up, electronic claims filing, customer service.

Earned Certified Procedural Coder status.

MT. SINAI MEDICAL CENTER, Cleveland, Ohio 1987 1996

Director, Physician Billing and Director, Patient Accounts

Managed professional billing service to hospital based physicians and private practice with Management

Systems Organizations (MSO). Worked directly with Physicians Hospital Organization in negotiating

capitated and managed care contracts.

As Director, Patient Accounts Department, handled revenue cycle for all financial classes and self pay

receivables for 300+ bed inner city hospital.

EDUCATION

UNIVERSITY OF ARIZONA, Tucson Arizona

Bachelor of Science Degree

Major: Business Administration

CLEVELAND STATE UNIVERSITY, Cleveland, Ohio

Coursework in Post Graduate Education Department

Member of NEO HFMA 1996 2007 : Served as Co Chair Newsletter and Networking committees,

Board Member 2007;

PERSONAL DATA

Excellent health, stamina and energy

Willing to travel and consider relocation.

Highest professional integrity and professional ethics

Salary open based on total compensation and career opportunities

References available upon request

Contact this candidate