Customer Service Manager

STEPHEN A. LAINE

________________________________________________________________________

**** ********** *********: 419-***-****

Columbus, Ohio 43215 Email: **********@*****.***

SKILLS AND ABILITIES

A proactive, results oriented professional with 20+ years of Management

Experience, encompassing:

. Business Start Up: Establishment of functional roles, position

description, policy and procedure development, goals and

objectives;

. Driving profitability through enhanced efficiency and quality

customer service;

. Qualitative and quantitative analysis of operations and outcomes;

. Team building: recruitment, hiring, training, educational programs

to facilitate staff skills;

. Supervision, leadership and performance management; and

. Strong customer service commitment. .

EDUCATION AND CONTINUING EDUCATION

Business Administration from Capital University,

Columbus, Ohio Emphasis: Marketing and Management

Continuing Education:

Bristol-Meyers-Squibb: Interviewing and Selection

Bristol-Meyers-Squibb: Performance Management

Fred Prior: Coaching Skills for Management and Supervisors

Covey: Seven Habits of Highly Effective People

H.F.M.A.: Building a Better Business Operation

Dana Corporation: Problem Solving and Decision Making

Quality Circles

Assertiveness Training

Time Management

PROFESSIONAL EXPERIENCE

2/2006 - 7/2010 Billing Manager Choice Pharmacy

901 Higgs Avenue

Columbus, Ohio 43212

Responsible for the Admitting, Billing, Collection and Customer Service

functions for an institutional pharmacy serving customers in Ohio and

Michigan. Pharmacy Operations have been down sized from over thirty-five

(35) to fifteen (15) nursing centers served, as the pharmacy was sold and

operations modified. The administrative responsibilities involve

recruitment, hire, training, supervision and evaluation of staff, as well

as policy and procedure development for functional areas.

Accomplishments: Accounts receivable reduced from over one hundred (100)

days outstanding to an average of fewer than thirty-five (35) net days

outstanding. Improved customer satisfaction in areas of accuracy of bills,

timeliness of bills and resolution of concerns. Reduction in Pending

Medicaid dollars from over $50K to under $3K.

7/1999 - 2/2006 Billing Manager Heartland Healthcare Services, Inc

4755 South Avenue

Toledo, Ohio 43615

Responsible for the Admitting, Billing, Collection and Customer Service

Departments for an institutional pharmacy. The Pharmacy has three (3)

locations: Toledo, Ohio, Sunrise, Florida and Largo, Florida. Pharmacy

services provided to over 120 nursing centers in Ohio, Michigan, and

Florida. The administrative responsibilities involve budget development,

recruitment, hire, training, supervision and evaluation of staff; The

development of goals, objectives, and quality assurance techniques to

measure systems effectiveness; Consultation with other departments to

assure high quality information and customer service systems to maximize on

patient satisfaction and improved cash flow.

Accomplishments: Accounts receivable reduced from seventy-three (73) days

outstanding to an average of fifty-seven (57) net days outstanding.

Centralized all functional areas of responsibility to our Toledo, Ohio

location. Initiated on-line billing; created and implemented master

billing procedure used in conjunction with all nursing homes. Improved

customer satisfaction in areas of accuracy of statements, timeliness of

billing and resolution of patient concerns. Improved cash collection by

forty (40%) percent. Defined customer service, admitting, insurance

verification, and collection procedures to improve data collection.

Restructured staffing to be accountable by function. Established

productivity benchmarks to measure and improve daily activities.

1/1998 - 7/1999 Assistant Administrator - Operations

Luther Home of Mercy

5810 N. Main Street

Williston, Ohio 43468

Executive level position for a private 129 bed Intermediate Care Facility

for the Mentally Retarded and Developmentally Delayed (ICFMR).

Responsible for the direct supervision of the Maintenance, Housekeeping,

and Laundry Departments, as well as special projects as assigned. Indirect

supervision of forty-one (41) subordinate employees in these departments.

Provided consultation and training to staff regarding fiscal, personnel,

administrative and support policies, procedures, techniques and management

practices. Represented the Administrator at meetings and served on various

committees, including the facility Labor Relations and negotiation team.

Accomplishments: Three (3%) per cent reduction in housekeeping labor; Five

(5%) per cent reduction in utility costs; Successful installation of

intranet service to enhance internal communications; Certification of

Assisted Living and Community Based Programs for expanded services and

developed policy and procedure(s) for administration of program(s).

6/1992 - 8/1998 Billing Manager

Westhaven Services Co.

7643 Ponderosa Road

Perrysburg, Ohio 43551

Responsible for the Admitting, Billing, Collection, Customer Service and

Durable Medical Equipment Departments for an institutional pharmacy.

Pharmacy services are provided to over 190 nursing homes in Ohio, Michigan

and Indiana, and include services to approximately 20,000 residents per

month. The administrative responsibilities involve budget development,

recruitment, hire, training, supervision and evaluation of staff; as well

as the development of goals, objectives, and quality assurance techniques

to measure systems effectiveness; Consultation with other departments to

assure high quality information and customer service systems to maximize

cash flow.

Accomplishments: Accounts receivable reduced from seventy-nine (79) days

to fifty-five (55) net days outstanding. In conjunction with Management

Information Staff, established electronic third party billing system to

submit claims on line. Improved cash collection by thirty (30%) percent,

and improved cash collection in Durable Medical Equipment nearly fifty

(50%) percent. Integrated highly focused Customer Service component to be

proactive in communication and resolution of customer concerns.

Established productivity benchmarks to measure and improve daily

activities.

1/1991 - 6/1992 Billing Manager

St. Vincent Medical Center

1900 Cherry Street

Toledo, Ohio

Responsible for the billing of all hospital and selected physician services

to Commercial, Governmental and Managed Care Insurers in a major six

hundred (600+) bed Medical Center. The administrative responsibilities

involved budget development, recruitment, training, supervision and

evaluation of staff. Position required consultation with other department

personnel and physicians to assure high quality information systems.

Accomplishments: Accounts receivable reduced from one hundred and three

(103) days outstanding to seventy-two (72) net days outstanding. In

conjunction with Management Information Staff, developed literally hundreds

of edits to eliminate the need for manual review of selected bills

(quality control), which allowed for more productive distribution of staff.

Increased the volume of electronic submission of claims from approximately

fifty (50%) percent to a level of seventy-eight (78%) percent. Improved

cash collected by fourteen (14%) percent, to over sixteen ($16M) million

dollars per month.

6/1988 - 1/1991 Director of Patient Accounting

Memorial Hospital

723 South Taft Avenue

Fremont, Ohio

Responsible for Communications, Pre-Admitting, Admitting, Billing,

Collection, Communication and Physician Billing functions for a community

hospital. The administrative responsibilities were similar in nature to

the ones identified above at St. Vincent Medical Center.

Accomplishments: Accounts receivable maintained at an average of sixty-six

(66) net days outstanding. Physician billing receipts increased by twenty-

eight (28%) percent, with a ninety-four (94%) percent successful collection

rate, during the last twelve months.

6/1978 - 8/1987 Assistant Superintendent - Operations Director

Northwest Ohio Developmental Center

1101 South Detroit Avenue

Toledo, Ohio 43614

This executive level position at a state owned 170 bed Intermediate Care

Facility for the Mentally Retarded and Developmentally Delayed (ICFMR).

Responsibility encompassed the direct supervision of the department

managers of the Business Office, Personnel Office, Security Department,

Maintenance Department, Food Service Department, Housekeeping Department

and the indirect supervision of approximately 60 subordinate employees in

these departments. Provided advice, consultation, and training to staff

regarding fiscal, personnel, administrative and support policies,

procedures, and management practices. Planned, administered and directed

both operating and capital improvement budgets. Represented the managing

officer at meetings both locally and at the state level.

Accomplishments: Fifty (50%) per cent reduction in utility costs through

rate negotiation, capital improvements and energy conservation.;

eligibility secured for insurance reimbursement through Medicaid for ninety-

nine (99%) per cent of the client population; reduction in cost and

improvement in service through development of housekeeping, foodservice,

grounds maintenance and laundry service contracts; no adverse audit

findings in nine years

PROFESSIONAL ORGANIZATIONS

Lutheran Coalition

Northwest Ohio Nursing Home Administrators Association

Ohio National Association of Medical Equipment Service

Ohio Hospital Association

Healthcare Financial Management Association

Northwest Ohio Guild of Patient Account Managers

Developmental Center Operations Director's Association

PERSONAL INTEREST

Individual and team sports

REFERENCES

Available upon request

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