Customer Service Manager

Kristy Manrique

Email: *********@********.***

Address: *** ****** ****** **

City: Yakima

State: WA

Zip: 98901

Country: USA

Phone: 509-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

KRISTY MANRIQUE

901 Indian Heaven Ct., Yakima, WA 98901 * Tel: 509-***-**** * *********@********.***

OBJECTIVE

I am currently seeking a position that will allow me to utilize my team management, customer service and account management expertise to bring on new clients and improve customer satisfaction.

EXPERIENCE

Manager, Account Management

MedAssets Yakima, WA 98903

Jan 2008 to Dec 2011

Accountable and responsible for the management of the Account Management support team. This team serves as a member of the product implementation team for all new products and works directly with the Client as an application expert. A second responsibility of the Account Management team is to provide ongoing support and maintenance to Clients and internal resources as appropriate.

* Managed a team of eight Account Managers by providing leadership and direction

* Responsible for staffing and coordinating implementation activities with implementation services

* Met routinely with direct reporting staff to discuss progress and offer assistance in the implementations and post implementation support of clients

* Provided feedback, training and guidance to direct reporting staff

* Oversee the management of more difficult clients to promote successes and improve client satisfaction

* Proactively identified and documented opportunities for operation and process improvement

* Created internal and external documentation/communication as appropriate

* Communicated with client sponsor and senior level management as appropriate

* Maintained a current working knowledge of all healthcare related issues and regulations

* Analyzed and solved problems quickly and thoroughly and served as escalation point

* Established realistic goals and priorities concurrent with organizational objectives

Account Manager

MedAssets

Jan 2005 to Dec 2007

The Account Manager develops, maintains, and continuously strengthens client relationships over the life of product subscriptions. This position serves as product expert and as a key player in supporting the client during all stages of product post-implementation, ensuring customer satisfaction throughout.

* Provide superior customer service while diagnosing and resolving client application and connectivity issues in accordance with the software maintenance agreement, providing clear and concise documentation

* Provide coordination and communication to client on all products and offer additional product recommendations

* Organizes, investigates, and resolves issues in a timely and effective manner

* Assist with software testing releases as required

* Conducts periodic client satisfaction follow-ups using multiple types of communications (calls, email/mail)

* Interfaces/communicates with other departments to ensure product maintenance and utilizing established procedures

* Supports application functionality and remains current on release updates and product knowledge

Coding Supervisor-Medical Records

Yakima Valley Memorial Hospital Yakima, WA 98902

Jun 1994 to Dec 2004

Responsible for overseeing the daily coding activities for a team of six professional Inpatient/Outpatient coders.

* 5 years Outpatient Coding (OP Surgery, Emergency Room, Wound Care, and all ancillary departments)

* 3 years Inpatient Acute Care Hospital Coding

* ICD-9, CPT-4 and E/M

* DRG/APC optimization to insure optimal reimbursement

* Chart review, analysis and abstracting

* Medical Transcription experience for all Acute Care Hospital documentation to include-Discharge Summary, H&P, OP Reports, Consultations, Emergency Room, Progress Notes and Ancillary Services.

* 90+ wpm

* Inform/Educate on all new coding guidelines and regulation changes

* Hire/train all new coding personnel

* Educate physicians on proper chart documentation

* Monthly coding quality reviews

* Monitor delinquent accounts, correct/investigate all coding issues or errors

* Run daily query reports for hospital management

* Work hands on with business office for all account denials

* Customer Service, release of information and filing experience

* Product manager for all new software updates, set up all new user accounts for software

EDUCATION

Yakima Valley Skills Center

Legal/Medical Administration Yakima, WA

1992 to 1994

East Valley High School

Diploma Moxee, WA 98936

Jun 1994

REFERENCES

Jodi Roark, Senior Business Analyst, MedAssets

2520 W. Washington Ave., Yakima, WA 98903

877-***-**** ext. 4601

Contact this candidate