Customer Service Manager

ALICIA ANDRUS

**** * ******* **. • Salt Lake City, UT

435-***-**** • ***.******@*******.*** • http://www.linkedin.com/pub/alicia-andrus/8/578/b64/

SUMMARY

Highly motivated business administrative professional with extensive experience in finance, management and operations. Key strengths include demonstrated analytical and problem solving skills, ensuring efficiency and increased productivity through effective time management, cooperation and teamwork, high level of interpersonal skills for handling sensitive and confidential issues, attention to detail, establishing priorities, multi-tasking, and meeting deadlines in a fast paced, rapidly changing environment.

SIGNIFICANT ACCOMPLISHMENTS OFFICE ADMINISTRATION/LEADERSHIP

Assisted with training/mentoring of new Clinical Trials Office billing specialist.

Worked closely with Hospital Business Office Manager and CFO to provide administrative support and communicate with staff in a highly professional manner.

Oversaw patient billing accounts throughout the Hospital and provided training to staff on new system to ensure efficiency.

Successfully created, planned, and launched new collections policies that moved past due accounts off the accounting books.

Monitored biller’s work flow and productivity and adjusted accounts according to establish benchmarks and goals. Developed rewards for top performers and reported results.

COMPUTER SKILLS

Utilized CIS management reports and payment tracking spreadsheets to reconcile clinical trial accounts.

Researched University of Utah financial and business services systems to become proficient with University guidelines for accounting processes.

Submitted ideas that were implemented to enhance efficiency of the Clinical Trials Office Database.

Created spreadsheets and data analysis tools to measure, track, and report hospital accounts that significantly improved cash flow.

Managed Merchant services accounts throughout the Hospital and automated process with Excel spreadsheets that resulted in a more efficient operating system for payment processing.

Created and maintained official records, files, statistics, reports, and budgets for hospital and outpatient clinics to present information more efficiently at department meetings.

CUSTOMER SERVICE

Coordinated registration with Admitting Lead and Business Office Manager that ensured accuracy at registration and resulted in a more positive patient experience.

Managed Self Pay financial office and worked with patients to organize financial arrangements for payment. Consulted with the Hospital CFO and identified patients that qualified for Financial Aid to support those in need.

Guided and advised new employees on processes and procedures that resulted in a more efficient system.

Increased customer service surveys from the lowest to the highest in the region within a one year time period (43% scores to 93%).

PROFESSIONAL EXPERIENCE

UNIVERSITY OF UTAH, Salt Lake City, UT May 2018-Present

Budget Analyst

Responsible for clinical trial budget preparation, monitoring and reconciliation. Develops, analyzes and presents timely and accurate data and information necessary for financial management of clinical trials and the division’s annual clinical research budget. Further responsibilities include review of study budgets by analyzing study protocols and identifying the budgetary components.

Billing Specialist/Accountant 2014-2018

Responsible for aiding financial and operations staff in preparing study budgets, invoicing for services, and reviewing billing processes and analyzing billing error trends; reporting on findings and issue recommendations for improvement. Also responsible for maintaining and reconciling clinical trial accounts according to accounting principles and University guidelines.

JPMORGAN CHASE, Draper, UT 1999 – 2014

Assistant Branch Manager

Responsible for improving branch controls for audit-readiness, driving branch to perform exceptionally well with customer service, and managing important operational metrics to minimize risks and losses. Further responsibilities included reviewing profit and loss spreadsheets and reconciling cash and GL’s in the branch.

CACHE VALLEY HOSPITAL, Logan, UT 2011 – 2012

Medical Billing Office Manager

Responsible for assisting Business Office Manager in prioritizing multiple tasks and implementing appropriate follow-up action to enhance the hospital, while managing and coaching the Medical Billing staff. Also responsible for reviewing financial statements and preparing weekly status reports. Analyzed Revenue & Expense Reports to find trends and forecast future budgets.

COLLEGE OF THE CANYONS, Santa Clarita, CA 2008 – 2009

Adjunct Business Instructor – Intro to Investments

Responsible for preparing lectures, administering assignments and exams, grading coursework, advising students, staying current with economic events, proficient with computer programs, while maintaining a sensitivity to the diverse academic, socioeconomic, cultural, and ethical backgrounds of the students.

BEHAVIORAL LEARNING CENTER, Santa Clarita, CA 2008 – 2009

Child Tutor

Responsible for providing intensive behavioral services to children with Autism and/or other developmental disabilities using principles of Applied Behavior Analysis and Discrete Trial Training.

CONNIE HOGLUND, PHD., Woodland, CA

Clinical Psychologist 2002 – 2003

Clinical Assistant

Responsible for consulting with psychologist and completing research to diagnose mental disorders in patients and assisted with administrative duties.

EDUCATION

Master of Business Administration, Utah State University Bachelor of Science, Psychology, UC Davis

COMPUTER SKILLS

Proficient in Microsoft Word, Excel, Power Point, Outlook, PeopleSoft, Access, Meditech, Epic, UMS, and uTRAC.

AFFILIATIONS

Maple Grove Homeowners’ Association, Treasurer (2005-current)

VOLUNTEER ACTIVITY

Race for a Cause - Director

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