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Manager Customer Service

San Antonio, Texas, United States
August 14, 2018

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Laura Blancas

**** ******** *** ***. ****

San Antonio, TX 78250

Cell: 210-***-****


Seeking a long-term position with a solid stable company, in which would make great use of my proven experienced abilities.

Skills & Qualifications: Care coordination: inbound and outbound post hospital discharge calls. Passionate customer service to post hospital members, contacted physician offices to coordinate recently post hospital discharged members needs regarding appointments, medication needs, home health, DME, transportation. Refer to behavioral health case manager for crisis calls. Performs and data enters documents clinical intake using appropriate medical terminology and abbreviations to determine patient's complaints. Prior clinical hands on setting skills: Front and back office experience. Takes and documents patient's vital signs. Prepares patients for exams, treatments, or other procedures, collects blood and urine samples for laboratory analysis, administers injections, medications and treatments as directed by physician or provider, sets up instruments and equipment for specific procedures, provides education to family regarding patient's condition and ongoing care.


17 years working in the healthcare field.

Advanced experience with computer programs (web browsing, word, power point, outlook, and Excel), electronic medical record, and electronic health record (MCCI – Humana EHR & EMR Care-book. 3 years of experience with SAP program. 3 yrs. ADP, Vesta, Grace time & Kronos payroll programs.


Kaplan Career College 2009 to 2010

Advance Technical Nursing Academy 2005

Select Rehab Hospital

Staff Scheduler/HR Payroll

October 2017 - Aug 2018

Responsible for employee’s first day orientation with in-house modules, discussing our policies and procedures making sure every new employee reads and understands what the requirements are for full time and part time employees. Daily Kronos payroll systems & when I work programs for scheduling the Nursing staff in which the acuity grid allows for 42bed in Select Rehab hospital. Assisting the CNO with daily nursing staff attendances, position control reports, hiring & recruiting new employees. Sets up staff meetings with all nursing staff for updates that are received from Corporate. Receives and sends updates to all Supervisors on a daily basis with staffing issues. Made sure we are fully staffed over the weekend.

Good Shepherd Hospice

Office Manager/Payroll

May 2017- September 2017

Coordinates intra-office communications, with messages, memos received to the needs of scheduling of meetings with updates to new policies and procedures. Ensures all records are maintained according to federal, state, intermediary and agency standards. Coordinate’s new employee screenings, orientation, drug screen and training activities. Maintain office organization and equipment. Maintain payroll information including processing of payroll, PTO, and attendance records. A self-starter with a high degree of initiative and motivation to complete all assignments given. Assist the Executive Director in preparing correspondence, reports and special projects as requested. 3 years Experienced of running criminal background checks (E-Verify, sex offender, OIG, TX DPS, Child support, etc. Enters new employee into SAP, Grace-time payroll program along in setting up Relias & tiger text. knowledge of ADP, Vesta & Grace -time payroll programs. Manages company expenses into expense program by bill due date to be paid on time. Intakes new hospice referrals upon received. Admissions & medical records entered into Mumms/PAS program when necessary. 2 years of knowledge of running client through MVP, Medicaid, MESAV & Medicare in identifying client’s active benefits. Knowledge of tracking recertification of Medicare & Medicaid benefit guidelines.

VITAS Hospice

Hospice Program Coordinator

February 2017- April 2017

Responsible for facilitating the conversion of referrals to admissions through the completion of the intake process with the use of effective communication, technology, and customer service skills while acting as a liaison between the Admissions Manager, the call center AC, referral sources, families, and hospice presentation program Admission Staff. Process new referrals that arrive directly to the program in the manor best fitting the needs of the referral source. Participates in morning check in meeting with designated Admissions Coordinator to review staffing/ scheduling needs for the day. Call to be completed prior to 9am local time. Participates in morning check-in meeting with Admissions Manager to review staffing/scheduling needs for the day. Check-in to be completed prior to 9am local time. Provides a concierge level of customer service to every caller by implementing the VITAS Call Center quality management standards of call scripting. Supports the admissions team to exceed program goals. Establishes a rapport and maintains an effective relationship with all internal and external Vitas customers. Enters accurate information to support data integrity in VITAS computer applications & responds accurately to all questions received regarding services provided by Vitas. Offers and or confirms a same day appointment and or the appointment time that is as close as possible based on the request of the patient and or referral source to ensure a timely admission. Escalates matters to Admissions Manager when assistance or clarification is needed. Participates in ongoing training and development based on the changing healthcare environment. Notifies Admissions Staff of all scheduled appointments within their working hours of 8am-8pm local time.

Girling Healthcare

Lead Staffing Coordinator, Payroll Processor & Trainer

June2015 to February 2017

Responsibilities/skills used Coordinates care of all clientele in making sure they are staffed with providers. Met quota by authorization of client’s services start of care date. Sends & communicates updates to caseworkers at Superior, Amerigroup, Molina, VA, APS & Department of disability aging services. Experience with authorizations, referrals that are received from VA, HMO, PHC/Dads cases. Trained new staffing Coordinators as well as multitasking & keeping up with my daily work-load. Processing payroll in Vesta payroll program. Data enters all new employees into AS400 & SAP programs. Recruits new employees in the hiring & terminating process. EVV/Vesta knowledge on a daily basis . Responsibilities/Skills Used: Excel, emailing, faxing, Vesta, 2067, AS400, SAP program. E-verify OIG, etc. Good communication skills, multi phone lines. Multi-tasking professionally with providers & clients on a high level of stress. Corrected forms 2067,501 etc. used for each service such as Texas Department of Aging and Disability Services or DADS, Amerigroup, Molina, Superior, VA & Community First choice.


Administrative Care Coordinator

July 2012 to March 2015

Responsibilities Care coordination: inbound and outbound post hospital discharge calls. Post hospital questionnaire to members. Contacted physician offices to coordinate recently discharged members needs regarding appointments, medication needs, home health, DME, transportation, signs and symptoms reported to chronic disease case manager and referred to these programs, refer to behavioral health case manager for crisis calls. Performs and documents clinical intake using appropriate terminology and abbreviations to determine patient's complaints. Other duties as assigned: Worked on daily excel reports with added formulas, email, faxing, post hospital discharge calls to our Humana gold members in making sure all their needs are met at time of being discharged from hospital. Pulled census from database & communicated discharges to nurse case managers. Receives daily patient’s hospital discharge sheets to report to corporate office for doctors update and follow ups. Productive in making sure all patients had their appointments scheduled with their PCP within 72 hours of hospital discharge, DME equipment & meds were received.

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