Customer Service Software
Resume:
Jean Redwine
**** ********* *****, ********, ** *2172
Phone: 540-***-****
E-mail: *********@******.***.***
Areas of Expertise
Writing & Editing
. Plans and Procedures: developed, wrote, edited, and revised procedures
and plans for hospital departments.
. User Documentation: Wrote user documentation for Windows-based software.
Revised and maintained user's manual for scheduling software.
. Proposals: Responsible for corporate experience and personnel experience
sections of proposals. Also wrote process section for successful add-on
contract. Wrote sections of successful add-on contract proposals.
. Reports: Wrote project summaries and final reports.
. PowerPoint Presentations: Developed, wrote, edited, and refined various
PowerPoint presentations for hospital department directors and for
customer service training.
. Other Writing: Memoranda, progress reports, personnel reviews.
Management
. Supervised staff of 7 performing scheduling, transcription, and
administrative support person for hospital department. Oversaw
department volunteers. Responsible for budget for the support group. 5
years. Hired, trained, coached direct reports.
. Coordinated, recruited, and supervised 30 distribution agents nationwide.
Supervised part-time distribution assistant.
. Supervised staff of 17 accountants and bookkeepers abstracting data from
Medicare cost reports for Health Care Finance Administration.
Responsible for on-time completion of abstracting tasks, database
management, and progress reports.
. Supervised editor and clerical support staff. Coordinated conferences
for medical and dental consultants. Scheduled projects and ensured on-
time completion of project deliverables.
. Managed overpayment recovery component of three-phase contract for U S
Dept. of Education. Supervised three technical assistants and one
editor. Hired and trained staff to process repayments. Daily contact
with students, family members, and post-secondary school financial aid
officers. Oversaw and trained staff for national incoming 1-800 number
telephone inquiry line. Developed specifications for computer software
to track overpayment cases. Wrote relevant sections of annual and final
project reports.
. Coordinated, recruited, and supervised 30 distribution agents nationwide.
Supervised part-time distribution assistant.
Customer Service
. Led combined department service program and council. Percentile scores
for individual cost centers and the departments rose 40 points under my
leadership.
. Provided customer service training and support to department and as part
of organization-wide service excellence training program.
. Taught service recovery component of organization-wide service excellence
training.
. Trained and promoted Studer Group principles including AIDET.
. Trained office staff at client offices in the use of computerized
scheduling system. Assisted physician practices in installing and using
the firm's software packages.
. Account management, customer service, and promotion and sales of new and
relevant resources.
. Participated in organization-wide customer service improvement teams,
registration data integrity team, and physician order team.
. Utilized Jackson survey data, Avatar survey data, and department-specific
survey data to pinpoint areas needing improvement; developed and led
improvement efforts.
. Provided communication skills training.
Surveys
. Led, developed, and ran patient satisfaction survey for hospital
department. Responsible for survey and questionnaire design, processing,
and tracking/dissemination of results.
. Conducted survey research including collection of financial data from
administrators and accountants. Edited survey questionnaires.
Maintained computer database. Wrote sections of final project report.
Process Improvement
. Continuous process improvement. Identified areas needing improvement.
Developed and implemented process changes and new processes.
Monitored effort. Designed and collected metrics. Disseminated
results.
. Participated in teams addressing registration data integrity, customer
satisfaction and service, outpatient order format and process.
. Helped department staff revamp processes to improve efficiency an
increase customer satisfaction.
Data Analysis
. Reviewed data to determine trends, areas needing improvement, and
successes.
. Maintained multiple data bases and performed analyses.
. Graphed data.
. Presented results to various clients and user groups.
Training
. Taught customer service skills to hospital department staff and to direct
reports.
. Taught service recovery component of organization-wide customer service
improvement training.
. Trained office staff at client offices in the use of computerized medical
practice software including scheduling and practice management software.
Assisted physician practices in installing and using the firm's software
packages.
. Trained administrative support team and scheduling staff.
. Coached customer service and communication skills.
Scheduling
. Patient scheduling using MedManager, Fiscal, and other software packages.
Assessed scheduling software packages and made recommendations based on
end-user needs.
Software
MS Word PowerPoint
Excel Outlook
Scheduling software
SharePoint site administration
Medical practice management software
Work Environments
Hospital Software Firm
Physician Practice Consulting Firm
Publishing Call Center
Education
B.A English, Carnegie Mellon University, Pittsburgh, PA
Employment History
. Rockingham Memorial Hospital, 2010 Health Campus Drive, Harrisonburg, VA
22801, Dec. 2001-Apr. 2010
. Mountainside Software, 51 Franklin St., Weyers Cave, VA 24486, Jan. 2001-
Dec.2001
. Novamed Associates, 8316 Arlington Blvd., Fairfax, VA, -Aug. 2000
. The National Jurist, Arlington, VA, Dec. 1996-1997
. St. Anthony Publishing, 11410 Isaac Newton Drive, Reston, VA, Dec. 1995-
1996
. Fairfax Radiological Consultants, 2722 Merrilee Dr., Fairfax, VA, Jul.
1994-Dec. 1995
. Applied Management Sciences, Silver Spring, MD, 20910; Aug. 1973-Oct.
1979
Contact this candidate