Customer Service Management

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3401 Miller Drive

2212

Chamblee,GA

Contact Preference: E-mail

E-mail: mailto:*************@*****.******** Flowers

Titlepixel.gifpixel.gif EXPERIENCEpixel.gif Jun-2009 PresentKaiser PermanenteAtlanta, GAManager of Medical Office AdministrationJob Responsibilities:

Provide management and leadership for the delivery of primary and specialty care at Gwinnett Medical Center consisting of 52 physicians/providers delivering care to over 32,000 members. Directly managed 13 ambulatory service representatives responsible for front-end revenue cycle processes. Foster relationships with internal and external customers to ensure member centric environment Job Accomplishments:

Successfully managed operating budget year-over-year to provide budget-neutral cost savings Increased co-pay collection metrics by 10% over a six-month period by implementing new training and development initiatives for front-end revenue cycle process Implemented new workflows and staff allocations for Pharmacy department increasing patient experiences scores for wait time metrics by 20%. Ensured optimal decision-support for managers, physicians, and Labor Management by assisting in the development operational dashboards Increased brand offerings to members by assisting with the internalization of specialties services in medical office. Managed the successful cross-training and development of thirteen FTEs reducing overtime cost by 7% spacer.gif Sep-2005 Jun-2009Kelsey-Seybold ClinicsHouston, TXClinic Administrator- Gastro and SurgeryJob Responsibilities:

Managed the strategic, financial, and human capital operations of 50 employees/FTEs and 18 physicians/providersJob Accomplishments:

Served as team Lead for EPIC EMR/Practice Management implementation for General Surgery clinic with deliverables reducing workflow redundancy processes and increasing provider productivity. Successfully managed annual operating budget of $15 million for Gastroenterology and Surgery Clinics, maintaining consistent profit levels while achieving high customer service standards. Selected to the development team for the successful construction, design, and operation of a 4,000 sq. ft. state of the art Endoscopy Center providing access to over 5000 patients in given service area. Redeveloped On-call compensation model for Surgical First-Assist team to meet market benchmarks increasing procedure billing and employee retention. Re-engineered Ambulatory Surgery Center scheduling process reducing no-show/cancellations rates by 10% and increasing per procedure collection revenue. Developed and implemented Direct Access Colonoscopy Program significantly increasing clinics access from 100 days to 15 days. spacer.gifTitlepixel.gifpixel.gif EDUCATIONpixel.gifEducation1998Meharry Medical CollegeNashville, TNOther Health Services Admin1994Dillard UniversityNew Orleans, LABA Business Management

Titlepixel.gifpixel.gif ADDITIONAL INFORMATIONpixel.gifEducationYears of Healthcare Management Experience: 7List of Other Previous Positionsresume

Titlepixel.gifpixel.gif OTHER INFORMATIONpixel.gifEducationSalary Requirements Not specified Willingness to Relocate As specified Where Are You Willing To Relocate DC FL GA KS KY TN TX VA START OF SmartSource Data Collector TAG END OF SmartSource Data Collector TAG

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