Manager Customer Service
Resume:
Suzanne L. Collins-Stewart
*** ********* ****, *****, ** 34761
abljhf@r.postjobfree.com
Profile
Fifteen years of management experience of personnel and human
resources in the healthcare and managed care
insurance industry. I assertively initiate performance
improvement procedures to minimize loss while increasing
revenue. Proven track record of leadership and excellent
customer service skills producing retention levels
of 90% or better over a five-year period and Gallup results
above the 75th percentile. Extensive knowledge with
computers and software packages including Access, FileMaker Pro,
Microsoft Office Suite, WorkPerfect, Mysis,
Sunport, and Cerner (EMR).
Expertise
Fully analyze existing operations to learn the function of
each job to determine employee accountability, ensuring
maximum performance and results. Excellent patient/client
relations skills resulting in retention levels of 90% or better.
Extensive organizational talent. Personal satisfaction for a
job well done. Excel in a multi-tasking environment.
Achievements
Met budget during the first year of employment where it had not
been met before.
Realized a $200,000 saving to the budget in 2007 and 2009.
Substantially increased income while substantially decreasing losses.
Established an ethical standard of care for both physicians and staff.
Professional Experience
Center for Behavioral Health, Orlando, FL
Practice Manager/Associate Director
2005 - 2010
Responsible for the administrative operations for an in patient/out patient
psychiatric practice at Florida Hospital employing three Psychiatrists,
three nurses, and seven ancillary personnel.
. Responsible for analyzing, establishing, and meeting yearly
budget.
Provide monthly profit/loss analysis to department Director.
Implement patient satisfaction goals resulting in patient growth and
retention.
. Conducting employee yearly reviews to determine performance
grade and providing goals for performance improvement.
Develop and implement human resource policies and procedures for patients,
employees and physicians
Provide backup for both front and back office
Orlando Internal Medicine, Orlando, FL
Practice Manager
2004 - 2005
Oversee and administer practice operations for two physician offices
located in Winter Park and Metro West.
Implement patient satisfaction policies to ensure patient growth and
retention.
Establish and implement all human resources policies and procedures for
employees and physicians.
Report monthly a review of profit/loss measures to determine objectives for
each physician.
Audit provider credentials to ensure they are current and up to date.
Provide backup to both front and back office personnel.
Infertility Center of St. Louis, St. Louis, MO
Administrative Assistant, IVF Coordinator
1998 - 2004
Manage the day to day operations of an Assisted Reproductive Technology
(ART) program by integrating a patient's daily laboratory and ultrasound
results to determine patient's procedure date.
Scheduling of all OB/GYN physicians, operating room staff, and ultrasound
technicians.
Suzanne Collins-Stewart . Page 2
Preparation of all ovary stimulation flow sheets, prescriptions,
personalized written instructions, laboratory, and
ultrasound orders.
Responsible for evaluating, screening, and coordination for the donor egg
program employing both anonymous and
known egg doors.
. Interview all surgical patients to provide patient history
including summary of treatments and/or procedures prior to
the Doctor's meeting with patient.
Meridian Enterprises, St. Louis, MO
Business Incentives Administrator
1997 - 1998
Execute a variety of business incentive programs, including the
coordination of computer analysis, computer programming, telecommunication
services, client communication, and mailing services.
. Write, develop, and prepare new and renewal proposal
specifications for the sales department.
Responsible for the day-to-day administration of incentive programs,
including the modification of computer specific systems.
. Responsible for the presentation and resolution of client
requests.
Express Scripts, Inc., St. Louis, MO
Director of Provider Services
1996 - 1997
. Negotiated contracts with HMO's, retail corporations,
managed optical networks, and individual
providers.
. Responsible for the day-to-day operations of the provider
relations department.
. Analyze existing department for restructure to determine
efficient use of resources.
. Prepare and approve guidelines for the provider network to
meet with NCQA accreditation standards.
. Prepare and present financial analysis and management
reports to the Board of Directors, which include market
analysis of network need and trends.
. Establish and implement all polices and procedures for the
department.
MIDA Dental Plan, St. Louis, MO
Senior Sales Manager, Mid West Region
1986 - 1996
. Responsible for the implementation, development, and
placement of new business through personal contact with
. prospective clients and/or brokers.
. Increased sales by 50% during 1992 and 1993.
. Responsible for analyzing customer specifications and
requirements to determine levels of benefit plan options.
. Establish and maintain lines of communication with new and
existing groups.
. Provide information and direction of plan administration to
employers and enrolled members.
. Responsible for the operation of two regional offices which
encompassed five states in the Mid-West to include customer
relations, provider relations, claims resolution, human
resources, and supervision of sales.
Responsible for the establishment and implementation of the annual budget.
Education
Fresno State University
B.S., Psychology
College of the Sequoias
A.A., Psychology
Control Data Institute Computer Programming Certificate
Database Design, Access and FileMaker Pro
Various Management Seminars
Total Quality Management, Manager Level
References upon request
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