Customer Service Manager

Karrie D. Smith

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

Address:

City: Garden Grove

State: CA

Zip: 92845

Country: USA

Phone: 714-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

I am a highly motivated, multi-task oriented individual with an extensive background in patient accounting procedures and admission processes. I have a dynamic knowledge in development and implementation of training programs for patient accounting and admission departments. I am also performance driven and seasoned in strong customer service care. I am highly confident using Microsoft and Apple applications.

Educational Background:

High School Dipolma from Cypress College, Cypress CA 1/2001 to 12/2012 (Associate of Science)

High School Dipolma from ConCorde Career College, Cypress CA 1/2001 to 12/2012

Job History / Details:

Professional Summary

I am a highly motivated, multi-task oriented individual with an extensive background in patient accounting procedures and admission processes. I have a dynamic knowledge in development and implementation of training programs for patient accounting and admission departments. I am also performance driven and seasoned in strong customer service care. I am highly confident using Microsoft and Apple applications.

Skills

High Motivation level with desire to succeed

Fast Learner

Staffing management ability

Personal and professional integrity

Excellent problem solving abilities

Customer service-oriented

Maintains strict confidentiality

Outstanding work ethic and positive attitude

In-depth claims knowledge

Relationship and team building

Patient-oriented

Ability to adapt to circumstantial/environmental changes

Employee development and management

Accomplishments

HCFS, Inc. - Participated in development of new corporate Standard Operation Procedures, QA/QC Protocol, and QA/QC processes resulting in increased departmental accountability.

University Medical Center - Creation and implementation of training manual and materials resulting in reduced training time and more efficient training processes. Implementation of monthly registration newsletter resulting in clearer departmental communications.

Professional Experience

June 2007 to October 2010

Sgt. Pile PAWS & Pet Care Winchester, CA

Co-Owner and Business Manager

Sgt Pile is a Professional Animal Waste Service company specializing in the professional care and management of your home pets. Established in July 2007.

Demographic marketing research of client trends and cost effective marketing options to stimulate business and revenue growth.

Formulated a comprehensive business plan complete with clear and actionable sales goals and targets.

Built and maintained effective accounts receivable and cash flow monitoring systems.

Processed and Distributed invoices to bill clients.

Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.

Created Web site, blogs and other social media to promote brand awareness.

Design of all marketing material including, but not limited to: Brochures, business cards, fliers, new client start-up packages, monthly mailers, and newsletters.

Built relationships with key industry insiders and oversaw all event planning.

Educated clients and the community about responsible pet ownership with regards to sanitary measures, feeding, and general care.

Coached pet owners how to modify aggressive behavior and separation anxiety.

December 2004 to January 2006

University California Irvine Medical Center Orange, CA

Administrative Manager

Management, administrative support and supervision in areas of budget, personnel administration, purchasing, expenditure control, and space utilization

Track employee compliance with mandatory training, licensure, health screenings, etc.

Management of payer relations and contract related communications, including contract implementation, contract issue resolution

Ongoing development and maintenance of the UCIMC Contract Database

Implementation of follow-up audits to monitor compliance with contract database processed

Implementation and update of Policy and Procedures and Safety Training as required

Support to the Vice President of Contracting and Network Development in scheduling, event planning, organization of Executive Board meetings and budgetary updates

Maintain employee files and ensure departmental compliance of JACHO regulations

April 2004 to December 2004

HCFS, Inc Dallas, TX

Operations Manager

Remote support and management of 15 staff

Assessment and resolution of client needs

Implementation of Action Plans in response to QA/QC processes

Ongoing staff development and training with emphasis on goal achievement

weekly review of staff hours and expenses for labor compliance and submission to Corporate Office

Analysis of account files for maximum productivity in patient eligibility determination

August 2003 to May 2004

HCFS, Inc Dallas, TX

Quality Assurance Quality Control Auditor

Frequent planning and preparation of corporate travel nationwide for up to five-day durations

Recognition of staff training needs in QA/QC process

Participation in development of new Corporate Standard Operating Procedures and QA/QC Protocol

Development of presentation of new QA/QC Processes to Executive Board

Scheduling and preparation of facility inspections

Conduct QA/QC Site Visits and Inspections, which included serving as a liaison between executive board, clerical staff and the hospital

Preparation and distribution of QA/QC Inspection Report with emphasis on recommendation for correction to increase revenue and client satisfaction

Work in cooperation with facility and training team insure compliance and perform re-inspections to confirm correction of previous audit findings

December 2000 to March 2003

University Medical Center Lubbock, TX

Training Analyst

Management and oversight of facility training programs including state and federal regulations

Training of new registration and patient accounting employees on IDX hospital system, polices, and procedures

Monitor progress of 45 registration staff and identify further training needs via audit processes

Creation and implementation of training manual and materials

Creation of monthly registration newsletter to update registration staff with changes such as billing procedures, insurance application, and federal regulations as well as recognize individuals and departmental achievements

October 1998 to July 2001

University Medical Center Lubbock, TX

Collection Specialist

Collection, appeals, and reconciliation of patient accounts

Analysis of Insurance Allowable to PPO Contractual rates to insure proper payment

Adjustment of preferred provider discounts

Posting of incoming insurance and patient payments

Per-Certification/Authorization process for incoming surgical procedures and in-patient admissions

December 1996 to June 1998

University Medical Center Lubbock, TX

Registration Coordinator

Oversee registration activities for multiple patient types

Assists the department manager in meeting overall standards for quality and productivity

Works closely with the Business Office to coordinate activities such as insurance verification and pre-certification of admissions, collections at or before admission, and patient billing inquiries

Insure strict adherence to HIPAA guidelines while directing patient flow

Community Service

Database, The Rock Seal Beach, April 2012 - Current

Organization of Warm Hearts, Winter coat collection for homeless, 2009-current

Team Mom, AYSO Soccer, 2009

Classroom Aide, Lisa J. Mails Elementary, 2007-2011

PTA Fundraiser, Casey Elementary, 1998-2002

Education and Training

2012 Cypress College Cypress, CA

Associate of Science

1993 ConCorde Career College San Diego, CA

Medical Assistant

Keywords

desire, claims, management, implementation, team, patient, provider, analyze, solve, liaison, network, effective, prioritize, develop, train, investigate, interpret, contract

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