Customer Service Manager
Resume:
**** ******** ****** ***** **, NM 87507
*********@*******.***
OBJECTIVE: OFFICE MANAGER/DEPARTMANT SUPERVISOR-MANAGER/CUSTOMER SERVICE
The ideal job situation for me is one that values autonomy and flexibility-
allowing me the liberty to be self-governed, increasing my creativity and
enthusiasm, which will augment my quality service with irrefutable results.
QUALIFICATIONS:
. Proficient in Microsoft Office, Web applications, Medisoft v 1.4, and
database management, Dentrix, Daisy and, Eaglesoft, practice
management software's-accomplished software trainer
. Possess a high degree of detail-orientation and follow up, self
motivation, and strong work ethic
. Holds a superior level of integrity and maintains strict
confidentiality with patient-staff matters
. Experienced and inspired Office Manager, able to apply critical
thinking skills to decision-making
. Excellent problem resolution skills, skilled facilitator, professional
communicator, and speaker
EDUCATION:
The Allen School May 2010
Accelerated Online Program/ Medical Information Billing and Coding.
?Health Information Management ?Interpersonal Communication
?Insurance & Billing ?Medical Coding
?Anatomy, Physiology & Terminology ?Medical Law &
Ethics
PROFESSIONAL CERTIFCATION/MEMBERSHIP:
. AHIMA
. ODEA- past member - 2002-2007
. ANRS-Collections training program
. Red Cross CPR
WORK EPERIANCE:
Kokopelli Property Management 601 Old Santa Fe Trail Santa Fe, NM 87507
2008-2009
Administrative Assistant
?Assisted COO and CFO in special projects-sharing my expertise in
organization, risk management, team building-bringing consistency between
satellite office in Taos, NM and the Santa Fe Corporate office.
?Utilized skillful time management and team player attitude, maintained
energetic enthusiasm while multi-tasking with a focus on excellent internal
and external customer service.
?Drew on strong work ethic and self-motivation providing Long Term Property
Department Manager and three Property Managers the support and follow
through they depended on to fulfill their duties .
Patricia Peck, D.D.S. 465 St. Michaels Drive, Suite 207 Santa Fe, NM
Part-Time Scheduler:
?Responsible for keeping a full schedule, with good patient flow,
diligently verifying patients insurance eligibility and benefits-
estimating patient co-pays and collecting- presenting treatment plans
aiding the patient in making informed appointments which resulted in less
last minute cancelations-gracefully multi-tasked to meet all demands of a
busy front office position.
Schatz & Co. / Practice Support Group PO Box 464 Sherwood, OR
2003-2007
Dental Consultant/Practice Support Specialist
? Evaluated current practice protocols, created and implemented office
policies and procedures which were designed to reduce overhead, eliminate
waste, and maximize resources resulting in a direct savings to the practice
which increased efficiency and overall profitability.
?Utilized superb problem solving and trouble shooting skills-finding
creative solutions focused on client needs, skillful management of Accounts
Receivable- increasing insurance and patient collections.
? Possessed a proficient knowledge of HIPAA compliance rules, authored,
sold, and trained the Schatz & Co. HIPAA compliance manual and program to
our client dentists-also providing the role of Privacy Officer for many of
our clients.
Peter Garcia, D.M.D. 11084 Oak St. Milwaukie, OR 97222
2000-2003
Financial Coordinator/Office Manager
? Implemented new collection strategies which brought our AR to a
consistent >98.5%, with fewer cancelations-resulting in a 35.5% increase in
monthly collections.
? As the Office Manager led efforts to cross-train staff, developed a
daily, monthly, annual check list for prioritizing tasks making it easy to
delegate needs which resulted in an efficient and smooth running office
utilizing all resources-rallied staff to streamline existing procedures
which resulted in staff ownership and pride in their workplace.
The ODS Companies 601 S.W. Second Avenue Portland OR 97201
1996-2000
Lead Customer Service Representative/Dental Department Lead Trainer
?As the Department Lead Trainer I was responsible for the first 90 days of
department training.
?Ability to quickly develop report and trust with new hires, putting
trainees at ease which created an atmosphere conducive to learning- New-
hires were able to solo on the phone with customers an average of 10 days
sooner in their training periods resulting in less periods of short staffed
phones and long customer wait times.
?Provided support to department supervisor, daily question/answer sessions
with staff, able to recognize a situation-respond quickly and appropriately
I utilized my active listening skills to address irate customer calls and
resolve issues, I was able to pass this skill onto my trainees.
Western Grocers Employee Benefits Trust 6433 Lake Road, Milwaukie OR
Customer Service Representative
?Identified a need to reduce interruptions and increase production,
proposed the creation and development of a customer service department for
WGEBT, as a support function to the claims department- which enabled claims
to focus on, increase, and maintain a 10 day processing standard.
? Accurately answer member and provider inquiries, discuss limits and
exclusions, quote benefits.
?Presented WGEBT cafeteria plans at annual open enrolment fair to 700
employees of United Grocers.
VOLUNTEER ACTIVITIES:
. Volunteer; 2006 ODA Convention Membership Booth- Portland, OR 2006
. Assistant Committee Chairperson-American Cancer Society- La Pine, OR
2001
. Community Coordinator; Education Travel and Culture (ETC)- Portland,
OR 2005
. Host Family; ETC- Portland, OR 2001-2004
. Visitation Volunteer; Hospice- Legacy Emanuel Hospital, Portland, OR
1999-2001
. Committee Secretary -Committee Chairperson; BSA Pack 511- Milwaukie,
OR 1990- 1994
REFERENCES:
Marcus Stones, D.M.D. 503-***-****
Stones Family Dental
424 Lancaster Drive NE
Salem, OR 97031
Cathy Mauer-Office Manager 503-***-****
Lake Grove Dental
16455 SW Boones Ferry Road
Lake Oswego, OR 97035
Monica Gorman-Claims Supervisor- Grocers Insurance 503-***-****
Provided Daycare for her son 1993-1996
14925 South Leland Road
Beavercreek, OR
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