Customer Service Project Manager
Resume:
DONDRA D. POOLER
Columbus, GA 31909
************@*****.***
OBJECTIVE
Seeking a challenging position in an environment where my skills as a leader can be used for the benefit of the organization, as well as the community served.
SUMMARY OF QUALIFICATIONSProvided academic leadership for a local two-year career collegeSupervised 30-plus adjunct faculty, 2 full time program directors and 1 coordinatorProvided academic advisement and instruction to over 375 part-time and full-time studentsManaged an indigent healthcare program for underserved who have no access to healthcare.Overseer for clinic and mobile unit budgets in excess of $200,000.00Conducted performance improvement training for administrative staff to meet and exceed 93% benchmark in turn-around times.Trained and supervised 7 in identifying and complying with customer service standards.Supported community and hospital initiatives regarding homelessness and access to services.Worked as a trainer/instructor for adult learners in the technical college environment. Primary trainer for new hires in the life and health insurance industry. Training consisted of customer service and medical terminology for call center, claims, policy services and benefits services. Overall 98% PASS rate for Medical Terminology.Worked in a dual role as the coordinator of a community based hospital cancer registry and a team lead in the Health Information Management Department, which consisted of a staff of 24. Naturally transitioned into the role of Project Manager, to include Performance Improvement in areas of skill proficiency, while promoting team morale, and continuing education. Easily transitioned into the role of Interim Manager of the hospital’s Release of Information Office during a formalized recruitment effort. Well versed in the internal and external policies which are intrinsic to building a cancer program.Partnered with a team in the cancer program to write a $40,000.00 grant proposal, which was awarded by the American Cancer Society to start a resource library. Able to learn quickly and apply new ideas to the working environment.
WORK HISTORY
Sep. 2011 – Jul. 2012 Program Director Business, Virginia College, GAProgram director for all facets of the business administration degreeRecruit and hire qualified facultyAdvise and coach business studentsTeach courses within the business curriculum
Apr. 2010 – May 2011 Director of Education, MMTC, Columbus, GAAcademic leader in the career education sector.Provide academic advisement to adult learners, as well as classroom instruction.Mentored and advised diverse faculty.Identified learning styles to create best learning environment for students.Encouraged students to excel and achieve a high standard of academic performance.
Mar. 2008 – Dec. 2009 Manager, Columbus Regional Healthcare System, Columbus, GAManaged Indigent Care Program (ICP) which provides primary healthcare to those without access to healthcare.Supervised 7 staff to include 4 full-time administrative staff who enrolled applicants in program based on income and county residency; 1 case manager associate who provided support to the mobile clinic; 2 part-time drivers for mobile clinic.Conducted performance reviews and partnered with staff member to develop appropriate action plans for personal and professional development.Direct report to the Director of Outpatient Clinics for hospital system.Oversight and maintenance of clinic and mobile unit budgets to include contracted employees; in excess of $200,000.00.Provided quarterly training on customer service standards which indicated adherence to hospital standards in meeting quality scores of at least 90%.Hospital representative in community partnerships regarding initiatives to provide services to the underserved members of our community.Provided administrative support to Medical Director and other clinical staff.Above average ability to interact with upper management, physicians, and staff.
Achievements:Participated in Columbus’ 10-Year Strategic Plan to Eradicate Homelessness.Formed valuable relationships with underserved customer base; enhancing access to services.Successful intervention with high risk population in which life changing decisions were made.
Feb. 2007 – Mar. 2008 Trainer/Project Mgr., Columbus Technical College, Columbus, GAPrimary instructor/trainer for new hires in the life and health insurance industry.Trained adult learners in customer service skills and medical terminology; requirements for call center, claims, policy services and benefits services.Certified by Georgia Quickstart, a division of the Georgia Department of Technical and Adult Education, as a Certified Instructor for Certified Customer Service Specialists.In addition, as a project manager, instrumental in coordinating and implementing the college’s first annual career fair. Over 50 employers were present, with hundreds of students participating. Also, served as the co-editor for the Advance magazine, a publication of the Economic Development Department.
Achievements:98% Pass rate for Medical Terminology students to include call center, claims, policy services and benefits services.Favorable student evaluations during tenure; consistently exceeding student expectations.
Oct. 2000 – Feb. 2007 Cancer Registry Coordinator, St. Francis Hospital, Columbus, GAAccepted challenge of starting a cancer registry in a newly envisioned comprehensive cancer program at a community based hospital.Designed and implemented policies and procedures, pertinent to the establishment of a comprehensive cancer program. Ensured that the registry database was compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Held accountable for the mentorship and training of one abstractor, who subsequently attained certification. Coordinated tumor board/cancer conference, intended to be a multidisciplinary conference in which patient diagnosis, care and treatment was discussed. Administrator of a multidisciplinary cancer committee; the planning body for the hospital cancer program. Served as a key member of the Oncology Team, a multidisciplinary group considering all aspects of implementing and maintaining a program of excellence in the community. Project Manager for Health Information Management Department. Continuous interaction with physicians, administrative council, clinicians and other members of the medical community on issues concerning cancer care in Columbus. Oversight for Cancer Registry budget, under the guidance of the Director, Health Information Management and the Vice President of Information Systems. Interim Manager, Release of Information (ROI) during the hospital recruitment effort. Managed 3 contract staff in the confidential release of patient’s protected health information (PHI). Complied with rules on releasing patient’s PHI as set forth by the Health Insurance Portability and Accountability Act of 1996 (HIPAA). Worked closely with the Health Information Management Department, Patient Business Services, Department of Radiology and a myriad of health insurers who requested patient health information. Provided exceptional customer service to patients requesting release of their health information. Provided the Director of Health Information Management with weekly reports, which quantified the release of patient’s health information by the ROI office.
Achievements:Completed one semester of Clinical Pastoral Education in the hospital setting.Instrumental in the development and implementation of a cancer resource nurse continuum of care program.
Jan. 1999 – Sept. 2000 Registrar, Piedmont Hospital, Atlanta, GAKey player in the reorganization of the hospital registry in which 1200+ cases were accessioned annually. Assisted in educating the physicians and staff members involved in the cancer program on the importance and requirements of a successful tumor board/conference. Managed tumor board/conference. Abstracted cases identified as analytic, with at least 90% accuracy. Focally involved in achieving and maintaining the registry’s successful follow-up rate. Helped to facilitate the pilot program in which the registry collected data from one of the hospital’s Hematology-Oncology groups. Helped to promote program compliance with required standards by the American College of Surgeons.
Achievement:Completed a two-year internship program in cancer registry in one year’s time.
Dec. 1997 – Nov. 1998 Client Relations Manager, Medac, Inc., Augusta, GA Responsible for management of accounts, overseeing reimbursements for services to anesthesia accounts in five states. Held accountable for over $4 million dollars in client’s accounts. Daily interaction with clients, staff, and major insurance carriers to resolve reimbursement issues. Responsible for daily, weekly, and monthly account totals. Active in researching and troubleshooting accounts. Facilitated end-of-month closeout of accounts. Reported status of accounts to company president and upper management.
EDUCATION/CERTIFICATION
Troy State University, Ft. Benning, GA
Masters of Science in Management, Healthcare, May 2002
Augusta State University, Augusta, GA
Bachelor of Arts, Political Science, June 1996
Certified Tumor Registrar
April 2000
Georgia Quickstart, DTAE
Certified Instructor of Certified Customer Service Specialist
July 2007
COMMUNITY INVOLVEMENT
American Cancer Society, Board of Directors, 2003-2005
One Columbus Dialogue Participant
Valley Interfaith Promise, Board of Directors, 2009
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