Customer Service Manager

Michele D. Ryan

**** ********** ***, ************, ******* 46268

317-***-**** (cell)

abii2y@r.postjobfree.com

OBJECTIVE: To apply my education, experience and proven abilities in a

professional setting. To ensure an optimal environment for client services

and employee relations. I am seeking a position which will utilize and

challenge my skills yet offer opportunities for personal growth and

development.

SKILLS SUMMARY:

. Supervision/Management/Customer Service/Communication

. Marketing skills - setting and maintaining projected goals

. Problem solving, decision making skills, detail oriented and Team Player

. Human Relations knowledge and skills - hiring and training employees

. Word/Excel/Outlook/Windows/SMS/IDX/Cerner

. Multi-tasking/office setup, inventory control/purchasing

. EMR (McKesson, CareWeb, STAR, Epic and Gopher)

. Electronic appointment scheduling (Ranac, PHS-McKesson, Vision and GUI)

. Electronic payroll (Stromberg and ReportXpress)

. Billing UB82/1500's, working denials from EOB

. Collections/AP/AR/payroll/banking functions/reconciliations

. Coding (ICD9/CPT) and auditing claims for Revenue Cycle processing

EXPERIENCE:

Fishers Internal Medicine

Fishers, Indiana 46038

Practice Manager

05-10 to present

. Supervise 10 clinical and non-clinical staff

. Produce monthly reports for physicians

. All A/P coding functions

. Verifying payroll

. Customer service and electronic scheduling functions

. Coding of bills for insurance reimbursement

. Coordinate banking functions

Robert Half & Associates

Indianapolis, Indiana 46202

(Office Team)

Executive Revenue Cycle Liaison 01-10

to 05-10

. Travel within state as troubleshooter for multiple facilities

. Work with Revenue Cycle Teams to improve processes

. Produce weekly/monthly spreadsheets of accomplishments

. Meeting with Sr. Leadership to discuss concerns during acquisitions

Wishard Health Services

Indianapolis, Indiana 46202

Orthopedic Clinic Manager 04-

05 to 10-09

. Supervised 10 clinical and non-clinical staff

. Hired and trained staff to perform day to day functions of clinic

. Kept statistics to insure exceptional clinical performance

Michele D. Ryan

Page 2

. Oversaw all functions of clinic, including but not limited to setting up

templates for schedules, surgery scheduling, management of budget

. Problem solved patient concerns

. Created an extraordinary environment for exceptional patient care and

efficient patient flow

. Have the ability to work with a variety of personalities with ease and

professionalism

St. Vincent Pediatric Rehabilitation Center

Indianapolis, Indiana 46260

Business Office Manager 08-02 to 03-

05

. Supervised five internal departments including A/R, A/P, payroll,

material management, insurance billing and inpatient and out patient

registration, with seven direct reports

. Served as the facility registration trainer

. Conducted bank reconciliation

. Audited A/R and charge entry with a decline in error rate of 47%

. Gathered budget information and financial reports in concert with the

Chief Financial Officer

. Prepared daily, weekly and monthly corporate financial reports

Kokomo Orthopedic Clinic Kokomo, Indiana

46902

Practice Manager 04-91 to 08-02

. Supervised 12 employees including business office staff, support staff,

and clinic operations

. Maintained sole responsibility for A/R, A/P, payroll, bank reconciliation

and monthly financials

. Oversaw the business functions of coding and auditing for insurance

reimbursement

. Performed physician credentialing, transcription services, and data entry

. Managed business accounts and collection processes in conjunction with

collection agency to decrease bad debt ratio

. Coordinated electronic appointment scheduling, scheduling of surgeries,

and obtaining PA's

. Developed and maintained the purchasing and inventory control systems

The Answer Kokomo, Indiana

46901

Principal Owner 09-88 to 04-91

. Initiated a successful start-up of a secretarial and answering service

business, which encompassed marketing, A/P, A/R, and payroll functions;

. Solicited major accounts and composed pricing and advertising plans that

grew the company 125% in the second year of business

. Managed multi-line phone system and composed client correspondence

. Implemented efficient records and files retrieval system

. Hired and trained staff to deliver exceptional customer service and to

demonstrate advanced decision making skills

Michele D. Ryan

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Windsor Estates Nursing Home Kokomo, Indiana 46902

Office Manager/Administrative Assistant 06-83 to

09-88

. Worked in concert with the Administrator in the daily operations of

nursing home

. Demonstrated decision making skills, while supervising 10 employees

. Processed all insurance claims (including ancillary charges) for

reimbursement (UB82/1500's)

. Reconciled patient trust accounts

. Established office and hiring Policy and Procedures that are still in

place to date

. Managed billing department, including the coordination of bank deposits,

reconciliation of statement and oversight of the A/P functions

. Marketed the facility and toured prospective clients, maintaining a

census of an average of 82%

HONORS:

"Employee of the Month," St. Vincent Pediatric Rehabilitation Center

"Employee of the Month for the State of Indiana," Kelly Temp. Services

EDUCATION and CERTIFICATES:

. Graduate General Business Degree, Haworth High School, Kokomo, Indiana

. BA in Business, IU, Kokomo Campus, Kokomo, Indiana and Indiana

University, Bloomington, Indiana

. Business and Personnel Management Certificate, Ivy Tech, Kokomo, Indiana

. Human Resources Certificate, IUPUI, Indianapolis, Indiana

. Business Communication Certificate, IUPUI, Indianapolis, Indiana (in

progress)

. Performance Management/Coaching & Developing Employees, Express Personnel

Services

. Business Manager Certificate, PAHCOM

. Legal Guidelines for Health Care Records Certificate, IU School of

Medicine

. Leadership Development Education Series Certificate, St. Vincent PRC

. St. Vincent Mission Mentoring year-long program

. Junior Achievement, Exchange City volunteer, 2003, 2004

REFERENCES:

Available upon request

Contact this candidate