Customer Service Manager

OBJECTIVE:

Healthcare Compliance Position where the organization will use my customer

relations, policy writing, and teaching experience to increase the culture

of compliance.

SUMMARY:

Being a great motivator, self-starter, and a excellent communicator is my

strongest point. With a trained excellent customer service background, I

know how to lead and handle people tactfully and meet deadlines.

EXPERIENCE:

Inova Health System April 2008 - April 2012

COMPLIANCE SENIOR ANALYST

. Coordinated compliance audits and reviews to ensure corporate

compliance plan meets laws, regulations, and company policy.

. DEVELOPED ACTION PLANS FOR POTENTIAL COMPLIANCE ISSUES THAT HAVE BEEN

IDENTIFIED THROUGH THE CORPORATE HOTLINE PROGRAM. DEVELOPED AND

MAINTAINED QUARTERLY REPORTS REVIEWED BY BOARD MEMBERS, USING A EXCEL

DATABASE.

. DEVELOPED A HIPAA RISK ASSESSMENTS TOOL TO CONDUCT OVER 20 ASSESSMENTS

FOR THE HEALTH SYSTEM AND TRAINED DEPARTMENTAL MEMBERS ON THE TOOL.

. SELF -TAUGHT AND TRAINED DEPARTMENTAL MEMBERS ON THE GOVERNMENT

STATISTICAL SOFTWARE, RAT-STATS, ALLOWED AN EFFECTIVE WAY OF OBTAINING

AUDIT SAMPLES THAT MET GOVERNMENT GUIDELINES.

. CREATED EMPLOYEE'S AWARENESS OF CORPORATE COMPLIANCE PROGRAM AND CODE

OF CONDUCT THROUGH ANNUAL TRAINING BY METHOD OF LIVE-TRAINING OR

COMPUTER TRAINING.

. COORDINATED AN AUDIT ON E/M SERVICES FOR WOUND CLINIC THAT RESULTED IN

PAY BACK TO MAC.

ALLIANCE ON AGING OCTOBER 2006 - NOVEMBER 2007

INFORMATION ASSISTANCE REFERRAL COORDINATOR

Supervise all aspects of Alliance on Aging's Information and Assistance

Program, including outreach, in Monterey County.

. Maintained complete data base of all available community resources

relevant to seniors and their needs.

. Developed for provision of information about resources, programs and

services by telephone, personal appointment and home visit, to seniors

and those acting on their behalf.

. Collaborated with Alliance on Aging staff and providers of community

senior services and ensure linkage of clients to appropriate

resources.

. Ensured quality and effectiveness of services are handled in a timely

responsive manner.

. Ensured compliance with the guidelines, requirements and procedures

including confidentiality policies that governed the Information and

Assistance Program.

Smart Document Solutions December 2004 - April 2006

OPERATIONS DIRECTOR

Oversaw and managed the daily operations of the Release of Information

Department for over 80 hospitals and clinics in the San Diego, and Los

Angeles areas.

. Hired, trained, and motivated field representatives for performing

duties as the Hospital Release of Information Specialists.

. Negotiated contract renewal with Health Information Management

Directors

. Conducted total quality systems ( PI, TQM, CQI, QA)

. Monitored operating budget by applying working knowledge of profit and

loss, expense control including compensation.

. Assisted Vice President in tracking and analyzing area operations

activity

. Responsible for training and competency programs are implemented and

attained.

FORCE 3 November 2002 - November 2004

HIPAA Project Assistant

Provide consultant to healthcare leadership and assistance to support

medical treatment facility (MTF) efforts to comply with HIPAA patient

privacy regulations.

. Developed the MTF's business strategy to attain HIPAA privacy

compliance

. Organized, coordinated and led policy and procedure development

workgroup to create the unit's

first directives for a comprehensive health information privacy

program.

. Examined more than 75 medical group service contracts, memoranda of

agreement, and training

affiliation agreements for HIPAA compliance. Worked with various

responsible agencies to

ensure the compliance verbiage was included

. Led the effort to develop metrics for the MTF's Health Information

Privacy Program.

Bremerton naval hospital, bremerton, wa 1999 - 2002

DEPARTMENT HEAD, PATIENT ADMINISTRATION NOVEMBER 2001 - OCTOBER 2002

Oversaw the decedent affairs, medical records, and transcription divisions.

Directly supervised three divisional officers and managed over 50

personnel.

. Revised the operating instruction for the decedent affairs program and

the oversea screening

program resulted in the reduction of paper work.

. Revised the patient tracking operating instruction and purchased

several tracking equipment thereby streamlined patients tracking

process and accuracy by 100%.

. Reconfigured departmental working space to provide more privacy and

comfort for personnel.

Asst. Department Head, Hospital Operations November 2000 -November 2001

Assisted with managing a department of 15 personnel and directly oversaw

the Primary Care Manager program.

. Wrote new job description for new data entry clerk for the Primary

care Manager program and

participated in the hiring process.

. Ensure department's personnel training records and appraisal were

completed.

. Developed and implemented access informational packages for the

Primary Care Manager

program to be disseminated to over 15,000 active duty family members.

Managed Care Analyst November 1999 - November 2000

Developed new patient appointment and patient access reports that effect

command decisions. Maintain several databases that pulled patient

appointments and patient access from CHCS.

. Developed new matrices for command executives that provide a better

insight on clinical

business practice decision.

. Chaired the customer service committee and taught over 10 customer

service classes to new

civilian and military personnel thereby maintained a DOD

customer service satisfaction survey of 98%

San Bernardino County Superintendent of Schools, San Bernardino, CA

Substitute Teacher March 1998 - March 1999

. Assigned to Boy's Detention section of Juvenile Hall

. Planning and development of instructional materials

EDUCATION/TRAINING:

. Certified Professional Coding, Online course 2013

. Medical Terminology, Online course 2013

. Certified Healthcare Compliance (CHC) 2010

. Department Head Training 2002

. HIPAA Certification 2001

. Customer Relation Trainer 2000

. Officer Indoctrination School 1999

. M.S., Healthcare Administration, California State University 1999

. B.S., Biology, University of California 1997

AWARDS & AFFILIATIONS:

. Achievement medal 2005

. Achievement medal 2002

. Outstanding Unit Award 2001

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