Customer Service Management

Michael Dome

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

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

City: Missouri City

State: TX

Zip: 77459

Country: USA

Phone: 713-***-****

Skill Level: Management

Salary Range: $85,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

MICHAEL T. DOME, MBA

4627 Lakeside Meadow Drive * Missouri City, Texas 77459

713-***-**** * *********@********.***

HEALTHCARE ADMINISTRATION

Strategically focused and results-driven Healthcare Administrator with demonstrated success in managing operations to facilitate business growth and streamline clinical operations. Innovative and forward thinking - accomplished at identifying, evaluating and resolving diverse operational challenges. Clear thinking decision maker with excellent interpersonal, communication, and presentation skills. Collaborative team player and proactive leader - particularly skilled at establishing an environment that encourages participation, develops a team approach to achieving goals, and promotes accountability. Creative problem solver with commitment to quality process and outcomes. Logical, analytical, and thorough - perform effectively in a rapidly changing environment, and work constructively under pressure.

Strategic Vision / Mission Planning * Business Development * Capital Budgeting * Presentations

Project Management * Process Improvement * Policy Development / Implementation

Operations Management * Change Management * Conflict Resolution

Financial Management / ROI * Cost Benefit Analysis * Financial Analysis * Budgeting * Expense Control

Training / Development * Leadership / Motivation * Team / Consensus Building

Multinational Workforce * Workflow Planning / Prioritization * Logistics * Inventory Management

Client / Public Relations * Customer Service / Satisfaction

Risk Management * HIPAA / ADA * Confidentiality / Document Security * Records Management

SELECTED ACHIEVEMENTS

* Developed capital equipment budgeting and prioritization program for Medical Group. Collected data on equipment needs from all departments on an on-going basis, and presented information to Executive Committee for review, acceptance, and prioritization decisions. Minimizing lead time from need identification to receipt of equipment, program ensured timely identification of equipment needs and readied requisitions for submission as funding became available.

* Designed, implemented, and managed Train-the-Trainer program, to qualify all Group members in mandated self aid and buddy care skills. Identified required knowledge for course participants; wrote training outline and lesson plans; procured appropriate aids and materials; and oversaw training to insure delivery and understanding of accurate and quality information. Within four months of assignment, training was in place and resulted in improved performance and customer service, and a reduction in logistics operations costs.

* Interfacing with owners and professional staff of two clinics, led evaluation of several EHR systems to determine system best suited for both business and clinical needs. Efforts resulted in increasing staff and practitioner efficiency in maintaining health records; reducing costs by eliminating purchase, printing, and storage of paper forms and folders; and improving records security as required by HIPAA.

* Provided consultation related to business development and clinical start-up procedures for single practitioner clinic. Designed and implemented front office procedures for registration, healthcare records control, collections, billing, and insurance procedures. Established efficient registration and insurance processing to minimize waiting time for clinical evaluation and obtaining laboratory specimens; designed workflow pattern for clinical area; determined appropriate stock levels; and negotiated initial supply contracts with local suppliers. Clinic was opened ahead of expectations, and patient satisfaction was high, per survey responses.

* Improved billing accuracy; increased insurance collections; and reduced waiting time for payments by successfully revising healthcare clinical documentation procedures for medical clinic. Redesigned forms to ensure inclusion of government and insurance company required data, including documentation required at designated levels of service according to CPT codes, and ICD-9 diagnosis codes were included to facilitate insurance filing process. Reduced documentation from four pages to two, saving on printing costs.

* Instituted medical protocols and templates for use during telemedicine sessions, resulting in 20% increase in number of patients seen per session by each practitioner.

* Improved efficiency and reduced costs by revising and reorganizing night shift schedule Emergency Department consultation requests and House Office coverage for Neurosurgery Service. Changed schedule from standard five day work-week to innovative three week rotation, reducing overtime and contract labor costs, and enabling personnel to take vacation without enlisting co-workers assistance.

PROFESSIONAL EXPERIENCE

MTD HEALTH SERVICES, Missouri City, Texas * 01/2011 - 08/2012

Healthcare administrative and management consulting firm.

Consultant, Healthcare Management and Administration

Confer and collaborate with medical practice management to facilitate business growth and streamline clinical operations. Participate in establishing goals, projecting capital budget needs, identifying staffing needs, and developing strategies to achieve objectives. Review financials and prepare budgets, addressing negative variances. Direct development and implementation of marketing and promotion programs; and assist in establishing supply management systems and researching/identifying vendors/suppliers.

UNIVERSITY OF TEXAS MEDICAL BRANCH / CMC, Galveston, Texas * 02/2008 - 12/2010

Telemedicine Clinic Operations Support

Directed daily operations of Houston telemedicine facility, providing acute and chronic care to patients living in medically under served areas across East Texas. Evaluating processes and procedures; recommended changes to increase productivity; and collaborated with team members to determine best practices for operation.

UNIVERSITY OF TEXAS HEALTH SCIENCE CENTER, Houston, Texas * 06/2001 - 08/2007

Instructor (Faculty) - Department of Neurosurgery and Emergency Medicine

Monitored activities of interns and allied health professions students; taught neurosurgical procedures to residents in other specialties; and participated in professional growth and development activities. Prepared and coded shift reports to ensure accurate patient billing. Directed nursing and allied health personnel in the absence of the Emergency Medicine Physician or Neurosurgeon.

RICE MEDICAL CENTER; MATAGORDA COUNTY HOSPITAL DISTRICT; COASTAL EMERGENCY SERVICES * 02/1996 - 08/2001

Hospitals and clinics located in rural Texas

Physician Assistant / Emergency Medicine Consultant

Directed all Emergency Department patient care functions after regular business hours. Provided information and advice regarding department operations, staffing, and trauma certification procedures to local physicians and hospital administrators.

UNITED STATES AIR FORCE - Active and National Guard * 07/1984 - 12/1995

Health Services Administrator (41A3)

Supervising six enlisted personnel, managed health services activities for an Air Force Medical Group, including plans and operations, managed care, human resource management, logistics management, patient administration, budgetary and fiscal management, medical manpower, medical facility management, biometrics, medical recruiting, and aeromedical evacuation. Provided oversight to daily operations of medical warehouse and supply functions, collaborating with Medical Logistics Superintendent (NCOIC) to streamline warehousing procedures, and interfacing with base supply to resolve supply chain issues.

Achieved AFSC 41A3 status, by gaining approval of Senior ranking MSC Officer, and serving at least 48 months in one of the MSC core functions, prescribed as health facilities, health plan management, medical resources, healthcare information management and information technology, medical logistics, or aeromedical evacuation. Led logistics operation to be rated "Outstanding" by HQ USAF inspection team. Awarded Meritorious Service Medal and Air Force Commendation Medal.

EDUCATION / PROFESSIONAL DEVELOPMENT

MBA - Ashford University, Clinton, Iowa

B.A., Business Administration - Upper Iowa University, Fayette, Iowa

A.A.S., Health Sciences, - Community College of the Air Force, Maxwell AFB, Alabama

A.A.S., Respiratory Therapy - Southwest Texas State University, San Marcos, Texas

Certificate in Healthcare Administration, USAF School of Healthcare Sciences, Sheppard AFB, Texas

COMPUTER SKILLS

MS Office Word, Excel, PowerPoint, Access & Project * Adobe Acrobat * Electronic Health Records

PROFESSIONAL AFFILIATIONS

American College of Healthcare Executives (pursing FACHE credential)

USAF Medical Service Corps Association (Member)

Association of Military Surgeons of the United States (Life Member)

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