Customer Service Manager

ALICE CASTRO

** ****** *****, ******, ** *****

(H) 770/502-1450, (C) 678/640-9442

*******@*********.***

WORK EXPERIENCE:

*/** - ******* ********* ************* Associates

*** ***** **** ****s Drive, Fayetteville, GA 30214

Director of Operations

Oversee day-to-day operations of transcription service,

including interaction with hospital representatives and

department directors. Management of off-site

transcriptionists and office administration staff.

Marketing and procurement of new business. Solicitation of

government contracts. Transcription as needed.

5/99 - 5/00 QTC Management, Inc.

1350 S. Valley Vista Dr., Diamond Bar, California 91765

Network Development Specialist

Recruitment of physicians to perform disability and second

opinion medical evaluations, which involved telephonic

screening of physician for proper credentials, experience,

fee negotiations and final contracting.

8/88 - 4/99 GENEX Services, Inc.

2950 Express Drive South, Islandia, New York 11722

IME Branch Supervisor (9/96-4/99)

Responsible for management of day-to-day activities of

department. Management activities included, but were not

limited to, direct supervision of 4, initial training of

personnel and developmental training, program development

to include interaction with marketing and management teams

for product enhancement to allow a more efficient work

flow, file supervision, budget and other financial matters,

performance reviews and disciplinary action. Recruitment

of new physicians and monitoring of those already within

our network to ensure that credentials are up-to-date, and

that they are conforming to the standards of the company

and the expectations of our customers. Assist marketers on

sales calls to provide support in initial presentations to

customers, and in some cases provide training in the IME

(Independent Medical Evaluation) product. Training of

personnel in other IME sites throughout the country.

Assisted in development of software program that was to be

used for the IME product in sites throughout the country.

Other managerial duties and support as required including

supervision and training of other staff within office.

Coordination of training seminars for physicians, customers

and department personnel. Take charge of branch in the

absence of higher managers.

IME Coordinator (4/96-9/96)

Schedule IMEs following specific guidelines, maintain

customer satisfaction with over 75 insurance companies, and

promote future business through customer service.

Office Manager (8/88-4/96)

Responsible for management of office of approximately 30,

with a support staff of 9 in-house and 2 outside

contractual support. Hiring, training, performance reviews

and disciplinary actions of support staff. Assisted in

training of new Nurse Case Managers. Billing, assignment

of new cases including file setups. Management of petty

cash, office supplies and postage. Assist Branch Manager

in administrative duties. Other duties as required.

1996 - 5/99 South Shore Neurologic Associates

Patchogue, New York 11772

Transcriptionist (part-time)

Transcription of neurology consults and neurodiagnostic

testing. Other duties as required.

1985 - 12/94 Community Hospital of Western Suffolk

Smithtown, New York

Radiology Transcriptionist (part-time)

Transcription of Radiology reports. Assist Radiologists in

preparation of letters and second opinions. Distribution

of reports through hospital.

1984 - 8/88 Martin Luther King Health Center (through Good Samaritan

Hospital)

Wyandanch, New York

Secretary to Administrator and Medical Director

Reported directly to Administrator and Medical Director.

Act as liaison between Center, County and other outside

organizations. Prepare agendas, schedule meetings, and

arrange luncheons. Constant contact with physicians,

attorneys, Legislators and other officials. Sole

transcriptionist for Center, inclusive of eight physicians.

Calculation of monthly physician payroll and employee

mileage. In absence of Administrator, handle and resolve

any problems that may arise.

1983 - 1984 St. Charles Hospital

Port Jefferson, New York

Secretary Pathology Department

Performed all secretarial duties for Pathologists.

Transcription of pathology and autopsy reports, general

correspondence. Patient billing. Heavy phone contact.

1982 - 1983 Bayside Hospital

Virginia Beach, Virginia

Transcriptionist Radiology/Medical Records

Transcription of Radiology and Medical Records reports.

Filing of reports into patient files. General secretarial

duties as required.

1979 - 1982 Brookhaven Memorial Hospital

Patchogue, New York

Secretary/Transcriptionist

Transcription of Radiology reports and delivery of final

reports to nursing floors. General secretarial duties.

Scheduling of patients for procedures. Coverage in main

file room, which consisted of logging and processing x-

rays, films for interpretation.

EDUCATION: SUNY at Stony Brook - Pre-med.

Suffolk Community College at Selden - Nursing, general

studies.

LANGUAGES: Spanish, fluent.

REFERENCES: Available upon request.

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