Customer Service Medical
Resume:
SUSAN L. ARNOLD, RHIA
Marietta, OH 45750
740-***-**** (cell)
740-***-**** (home)
abnwig@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
A highly motivated executive with 30+ years of progressive management experience.
Experience in departmental management, process re-structure, re-organization and cost
containment.
Successful results in client retention, customer satisfaction and human resource
management.
Creative problem solver, effective communicator, teacher and leader.
Innovative in addressing and resolving the challenges of management.
Experience in identification and implementation of quality improvement projects.
PROFESSIONAL EXPERIENCE
Vice-President of Operations
Medical Claims Service, Inc.
Division of EBS-RMSCO
Ravenswood, WV
June 2007- present
Provide management for all aspects of the organization including: customer service,
claims processing, accounting, human resources, central services and eligibility
administration.
Assure the company is in compliance with applicable state and federal guidelines
including but not limited to: HIPAA, State surcharge reporting, IRS mandates, COBRA
Administration and insurance laws.
Identify, coordinate and implement quality improvement projects for organization as
well as individual departments.
Communicate with healthcare providers to assure appropriate payment of health claims
Provide education and in-services to assure adequate staff training for current and future
projects.
Oversee the planning and conversion of implementation of new software for claims
processing and eligibility administration.
Develop and implement client retention plan.
Identify potential sources of new business accounts.
Serve as liaison between the Ravenswood office and RMSCO corporate office in
Syracuse, New York.
Responsible for customer service functions of the organization
Instructor
WVU – Parkersburg
Parkersburg, WV
January 2009 – present
Medical Office Billing
Medical Transcription
Director of Health Information Management
Assistant Project Manager
Brookmar, Inc.
C-8 Health Project
Vienna, WV
February 2005 April 2007
Provided support and/or management for all aspects of the project including: authoring
of questionnaire, contacting and scheduling of participants, development of corporate
procedures, organizing corporation to meet the requirements of the court order
Coordinated activities between the corporation and health care providers including
physician offices, medical clinics and hospitals
Responsible for obtaining medical information for validation of medical diagnoses
Provided education and communication to the appropriate health care providers before
and during the implementation of the project
Implemented quality assurance policies and procedure to assure valid data collection.
Managed all data entry, scanning and retrieval processes for all aspects of the project.
Directed web page design and ongoing updates to assure information was current and
accurate
DIRECTOR OF HEALTH INFORMATION MANAGEMENT
Aventura Hospital and Medical Center, Aventura, FL (2001-2005)
Responsible for overall management of department’s daily operations to achieve quality
improvement, fiscal productivity and customer satisfaction goals and objectives.
Responsible for establishing policies and procedures for effective and efficient systems
and management of human resources, including the interviewing, selecting, orientation
and education of department.
Analyzed, selected and implemented programs necessary to achieve the goals and
strategic plans of the department and organization.
Executed problem identification, data gathering and implementation of strategy actions
that are in the best interest of the corporation, the organization and the department and
reflective of the mission, values and goals.
Responsible for the oversight of all ICD-9 and CPT code assignments to assure accurate
and timely billing.
Assured appropriate compliance levels within the department to meet JCAHO
standards, Medicare Condition of Participation, third party payers and all regulatory
agencies.
Served as Privacy Officer and was responsible for development, implementation,
education and ongoing monitoring to assure compliance with HIPAA rules and
regulations.
Served as Record Management Coordinator for the organization records including
medical records, accounting records, business records, daily logs, financial reports, legal
documents and any document with a retention schedule.
Member of Ethics and Compliance Committee, Utilization Review/HIM Committee,
Appropriate Access Committee, Billing and Audit Committee, Privacy Committee
(Chair), Forms Committee (Chair), Medical Record Review Committee (Chair) and
Security Committee.
MANAGER OF HEALTH INFORMATION MANAGEMENT
St. Joseph's Hospital, Parkersburg, WV (1997 – 2001)
Directed the daily management of all areas of HIM Department (Information
Management, Coding and Abstracting and Medical Transcription), Case Management
Department (Utilization Review, Discharge Planning and Social Services).
Responsible for the supervision of personnel, provision of education and coordinated
all aspects of these departments.
Coordinated, developed and implemented all policies and procedures to guide and
support the provision of service.
Assessed quality of department performance and assured ongoing quality improvement.
Analyzed systems and implemented appropriate system changes to enhance delivery of
services.
Outlined individual employee goals as well as departmental goals to support the
organization.
Severed as a member of the JCAHO Readiness Committee, Utilization Review/Medical
Record Committee, Compliance Committee and Security Committee. Chairperson of the
JCAHO Medical Record Review Committee.
DIRECTOR OF HEALTH INFORMATION MANAGEMENT
Camden Clark Memorial Hospital, Parkersburg, WV (1991 – 1996)
Directed all facets of HIM Department, Quality Improvement/Data Division, Resource
Management Department (Utilization Review and Discharge Planning) and Social
Services.
Served as liaison for West Virginia Medical Institute, Maryland Quality Indicator Project
and National Myocardial Infarction Registry.
Monitored, evaluated and implemented appropriate procedures in relationship to length
of stay, unbilled dollar amount and physician compliance.
INSTRUCTOR
Washington State Community College, Marietta, OH (1990 – 1992)
Developed course outline for implementation of Medical/Legal Transcription Program
Instructed in the subjects of Medical Transcription, Medical Terminology, ICD-9-CM
Coding and Medical Record Science.
PROFESSIONAL ASSOCIATIONS
American Health Information Management Association
West Virginia Health Information Management Association
EDUCATION
Bachelor of Science, Health Information Administration
The Ohio State University, 1992
COMMUNITY ACTIVITIES
Volunteer, Marietta Bantam Baseball League
School Board Member – St. Mary School
Volunteer, Home and School Association – St. Mary School
PROFESSIONAL REFERENCES
Mr. Keith Curry A. Paul Brooks, M.D.
Records, Imaging and Storage Brookmar, Inc.
2305 Ohio Avenue 5000 Emerson Avenue
Parkersburg, WV 26101 Parkersburg, WV 26101
abnwig@r.postjobfree.com abnwig@r.postjobfree.com
Cindy Kern, RHIA Matthew FitzGibbons
Camden Clark Memorial Hospital EBS-RMSCO
Garfield Avenue 115 Continuum Drive
Parkersburg, WV 26101 Liverpool, NY 13088-4300
abnwig@r.postjobfree.com abnwig@r.postjobfree.com
Ms. Jean McCorkle
EBS-RMSCO
1 Wall Street
Ravenswood, WV 26164
800-***-**** x1259
abnwig@r.postjobfree.com
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