Customer Service Assistant

Alma R. Ordaz

*** *. ******** **., ******* Hills, CA 90212 Phone: 310-***-**** **********@***.***

OVERVIEW

More than 30 years of experience with 25 years in Medical Administration at the executive level. Areas of expertise include strategic planning, facilities planning and development, contract negotiations, financial planning, budgeting and analysis, team building, staff development and productivity improvement, relationship development to benefit patients, the practice and the community.

COMPUTER SKILLS: Microsoft Word, Excel, Outlook, Quicken. EMR software: UltraMED Medical Billing Software, MD Synergy and Electronic Banking

EXPERIENCE

Alma R. Ordaz and Associates 4/2014 - Present

Provide consulting services to a variety of healthcare providers including private practice physicians (ENT, Internal Medicine, ObGyn, and Dental), a hospitalist group and a billing service.

Review, revamp and improve operational systems including Billing and Collections, Customer Service, Marketing, Financial Planning, Human Resources, OSHA, Illness and Injury Prevention and Medicare Compliance.

In-depth employee counseling with emphasis on refining customer service, safety and best practices.

Review and diagnose billing errors and omissions to optimize payments and collections.

Otosurgical Group Medical Clinic, Inc. 8/1998 – 3/2014

Administrator

Provided executive leadership for a multi physician practice specializing in Otolaryngology and Facial Plastic Surgery that saw 130-150 patients per day and expanded from a three (3) physician practice to a seven (7) physician practice.

Assisted in the recruitment of the first Physician Assistant (PA) and Doctor of Audiology (AuD)

Recognized as a premier ENT Practice serving a high end clientele. The office specialized in state of the art Audiology and Vestibular labs, Allergy Screening, Sinus and Thyroid and Parathyroid Surgery, Ultrasound, Ulthera and other cosmetic procedures.

Managed the day to day operations of a staff of 24, developed standards of performance and productivity and reduced turnover rate to acceptable industry standards, to ensure the highest levels of efficiency.

Managed billing and collections and recruited qualified billing staff.

Implemented systems resulting in an efficient and productive working environment, increased revenue while at the same time decreasing expenditures.

Consulted with attorneys, accountants and physician owners to develop corporate agreements and employment agreements

Maintained a high level of visibility with the Practice’s referrals including physicians and their staffs.

Standardized employee salaries and benefits and remained competitive in the highly volatile Los Angeles market.

Developed a Policies and Procedure Manual, Compliance Program, Illness and Injury Prevention Program and ensured that the organization was compliant with HIPAA, OSHA and Medicare regulations to cultivate a Culture of Safety with emphasis on patient care and customer service.

Negotiated lease terms and agreements for office expansion, including project management, supervised construction contracting and interior design.

Reed S. Wilson, M.D., Inc. (Internal Medicine/Cardiology) 1990 – 1998

Office Manager

Management of a busy Cardiology and Internal Medicine Practice

Managed office financials including Billing/Collections, accounts payable and banking.

Developed employee and OSHA manuals, recruited and trained personnel.

Maintained HMO referrals and related correspondence.

Interfaced with a 100-member physician IPA and the third party administrator at an executive level.

Supervised maintenance of patient records, ancillary scheduling and all other patient related services.

Successfully transitioned to an in-house Billing System

Coordinated Patient Hospital Admissions and all referral services including securing authorizations

Medipace Medical, (Internal Medicine and Multi-specialty) 1987 – 1990

Executive Assistant/Office Manager

Coordinated the schedule of four (4) primary care physicians and two sub-specialty clinics.

Supervised Front and Back Office personnel.

Developed and implemented a Policies and Procedures Manual.

Interfaced with a 125-physician member self-managed IPA and other related duties.

Ace Beverage Co. 1980 – 1987

Administrative Assistant

Assistant to the VP of Sales and Marketing for one of the largest Anheuser-Busch distributors in the country.

Researched and prepared sales and marketing reports.

Assisted in the development of sales and marketing business plans including managing in-house marketing for distribution to local newspapers.

Maintained a high level of visibility in representing the company both at the corporate level and at political events.

Los Angeles City College Business Studies

References Available Upon Request

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