Customer Service Manager
Resume:
Linda Groves
Email: **********@********.***
Address: **** ***** *****
City: Quincy
State: IL
Zip: 62301
Country: USA
Phone: 217-***-****
Skill Level: Management
Salary Range: $40,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Linda S. Groves
3215 Coral Drive, Quincy, IL 62301
**********@********.***
Position Objective:
Seeking a challenging and rewarding position in a diverse environment where my strong work ethic, demonstrated marketing, client satisfaction and relational skills will be utilized to promote the organizational mission and exceed team goals.
Strengths and Accomplishments:
Marketed hospital services, developed client base to include more than 2,800 nursing home and residential care facility beds, three rural health clinics, five home health care agencies, five health department and family planning facilities. Negotiated contracts with each facility which provided phlebotomy, educational and support services. Developed policies and procedures while constantly maintaining compliance with CLIA and CAP requirements for department. Coordinated all areas of daily operations, including hiring, directing, supervising, training, developing and evaluating staff of more than twenty. Ordered and managed supply and equipment inventory for department. Utilized knowledge gained through customer service education and satisfaction surveys to evaluate and make changes to ensure client/patient care needs were always met and consistently exceeded
Established outreach clinic laboratories, including purchase of equipment and supplies, training of staff, licensure, proficiency testing, staff and physician continuing education and trouble-shooting problems
Established a draw station at Cancer Center to better serve patients seeking treatment off campus
Developed Drugs of Abuse specimen collection and Breath Alcohol Program for laboratory and also developed Home Visit Program in response to federal mandates regulating services provided by Home Health Agencies
Organized, designed and facilitated relocation of Outpatient Laboratory to Blessing Health Center, which not only improved productivity of laboratory staff, but also provided outpatient improved parking, access, one-stop shopping for registration and specimen collection.
Responsible for the resolution of issues regarding laboratory coding, billing and all outpatient client service issues
Six Sigma Projects:
o Lack of Medical Necessity (Process Owner) - reduced Medicare denials by implementing software, using ABNs where appropriate and utilizing physician education programs. Resulted in $250,000/year in annual savings. White Paper submitted by PI Director after achieving and maintaining 99.5% valid claims for more than two years
o Duplicate Registrations (Process Owner) - reduced the number and frequency of duplicate registrations for patients incurring charges in multiple departments
o RQI Team- implemented software designed to identify registration errors in real time to enable correction prior to bill dropping.
Negotiated contracts between Hospital and reference laboratory vendors including equipment, supplies, courier service, computer interface, processes, contacts and staff training
Through successful negotiation with vendor, established first of its kind, hospital based reference laboratory buying group to significantly reduce reference laboratory costs utilizing a tier system based on participation
Managed courier and messenger staff, Hospital owned vehicles, insuring accurate travel reimbursement to employees and well maintained vehicle fleet
Work Experience:
Blessing Hospital - Outpatient/Outreach Services Supervisor
Quincy Herald-Whig Advertising Sales Manager
HLS Clinic/SIU School of Medicine - Laboratory Manager
Education and Training:
Blessing Hospital School of Medical Laboratory Technology, MLT (ASCP)
Studer Leadership Development Institute
Certification:
American Society of Clinical Pathologists, registry MLT (ASCP)
Community Involvement & Awards:
Quincy Area Chamber of Commerce - Board of Directors; Past Vice President Member Services; Past President of Ambassadors; (9-time) Ambassador of the Year; (7-time) Member Recruitment and Development Award winner
United Way of Adams County - Campaign Cabinet member and former Allocation Committee Chairman
Avenue of Lights, Inc - Board of Directors; Creative Director; (received Adams County Quality of Life Award)
Legacy for Life Blessing Cancer Center Fund Development Team Captain
American Red Cross - Hero Campaign Development Chairman for Adams County
YWCA - Board of Directors; (Inaugural member) Women of Achievement Board of Directors
Quincy High School Alumni Association - Board of Directors
Friends of the Performing Arts - Advisory Committee
Contact this candidate