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Medical Customer Service

Location:
Fort Lauderdale, Florida, United States
Posted:
October 25, 2018

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Resume:

JEANETTE D. LUGO

Tamarac, FL ***** 813-***-**** ac7hx7@r.postjobfree.com www.linkedin.com/pub/jeanettelugo

Office Manager Professional

Bilingual: English and Spanish

Proven record of taking on new challenges and achieving positive outcomes for organizational goals.

Dedicated and versatile, supervisor professional with extensive experience in managing and operating within high quality laboratories, medical facilities and clinical environments. Background work includes Oncology, General Medicine, Cardiology, Hospice, and Laboratories. Strong planner and problem solver who rapidly adapts to change, works independently and exceeds expectations. Able to juggle multiple priorities and meet tight deadlines without compromising quality. Successfully hire, direct and motivate individuals and teams to produce optimum service and bottom-line performance in pursuit of organizational goals. Dedicated, ethical professional committed to quality service and administration, allowing patients to achieve optimum care.

Skills

General Administration/Operations Human Resources Functions Process Training /Leadership

Team Motivation / Supervision Quality Control/ Assurance HIPAA/OSHA/CLIA/COLA

Office Management Medical Billing/ Collections /CPT Financial Reports/Spreadsheet

Project Drive /Detail Oriented Policies & Procedures HIM/HEDIS Employee Training/Development Compliance/Audits Patients/ Clients Relations

WORK EXPERIENCE

Technical Support Specialist

Clinical Diagnostic Solution, Sunrise FL July 2017- Present

Technical support. Plethora of services by which enterprises provide assistance to users of Hematology products and Analyzers. Support Clients and Service Techs. Set objectives to meet overall goals, Support Teams. Set monthly goals, projects and monthly revenues. Offered Service to all Medical Personnel from all medical setting such as, Hospitals, Practices, and laboratories through all USA.

HEDIS Lead Coordinator

Magellan Complete Care-Doral FL (Contract) Feb 2017- May 2017

Compliance with HEDIS and Metrics measures and MMA Program recommendations. Set objectives to meet overall goals, support teams.

Health Information Management Representative

Cleveland Clinic, Weston, FL July 2016-Feb 2017

Responsible for processing all release of information (ROI) specifically medical record requests in a timely and efficient manner ensuring accuracy and providing customers with the highest quality product and customer service. Protecting all times safeguard of the patients right to privacy by ensuring that only authorized individuals have access to the patient's medical information and that all releases of information are in compliance with the request, authorization, company policy and HIPAA regulations. Compliance with HEDIS measures and MMA Program recommendations. Working directly with international patients.

Phlebotomy & PSC Supervisor Mar 2015 – Sept 2015

LabCorp- Gainesville FL

Managed 6 Patients Lab Service Centers day-to-day performance. Oversight of the laboratory operation and functions. Oversaw performance of 21 employees, manage and mentor them. Increasing productivity and matrix for the company over 20%.

Responsible for daily operations of all assigned facilities, PSCs, mobile and in-office phlebotomy.

Implements SOP's for phlebotomy services in accordance with Laboratory guidelines.

Ensuring all Federal, State & local licensure requirements are met, working with the QA and Medical Director's offices.

Ensuring all Laboratory testing QA/QC documentation is complete and reviewed as required.

Overseeing safety, maintenance, and cleanliness of facilities (including upgrades, repairs, etc.)

Performing site visits at all assigned PSC's & IOP's and mobile phlebotomy sites and document findings. Performed QA audits. Site visits scheduled appropriately to provide adequate supervision.

Relocate, open, and closed PSC’s & IOP's.

Overseeing inventory process for supervised facilities.

Participating in the interview, selection and hiring of new employees.

Monitoring on-going performance of employees; providing corrective action and counseling as required. Performed mid-year and annual performance appraisals. Responsible for training, coaching, supervision and development of staff.

Ensuring all employees meet requirements for driving on company business.

Tracks/enters time/attendance of employees.

Prepared schedules with minimal overtime for employees and floaters. Maintaining adequate coverage for all facilities. Managed health fairs. Payroll Preparation. FMLA, Works Compensation assistant.

Preparing end- month reports.

Performed training and on boarding of new Clients.

Investigating, resolving, and responding to customer complaints appropriately and effectively.

Responsible to ensure Laboratory improvement and, or standardization initiatives are implemented.

Assisting in preparation of annual budget for areas of responsibility. Maintained budget control throughout the year in areas of responsibility.

Participating to assure fiscal responsibilities of the department are met. This includes implementation of cost containment programs, management of overtime, and participation in standardization initiatives and needs assessment for capital expenditures.

Participated on process improvement teams, or other initiatives to meet management objectives.

Organizing and leading projects both within the work group and with cross-functional groups. Giving presentations to employees.

Performed reviews with citations for excellence in areas including work volume, accuracy and quality.

Laboratory Supervisor

Dr. William C. Early, M.D., P.A. Hematology & Oncology - Sunrise, FL Feb 2005- Mar 2015

Managed day-to-day performance/oversight of the laboratory operation/functions and personnel performing. Admissions of new patients, and orientation. Extensive Phlebotomy experience, IV, Ports, laboratory testing, quality assurance/controls, and reporting test results. Formulate goals and/or recommend policies and establish standards of practice. Maintained inventory and ordering pharmacy and lab supplies. Conducted proficiency testing to meet OSHA and COLA requirements. Maintained all laboratory records and licenses, and confidential records for HIPAA and medication management. Monitor quality control/assurance, safety and inspection control practices to assure compliance with internal/external regulations. Ensure continuity and consistency in delivery and quality of services upholding the highest OSHA requirements.

Earned excellent marks on performance reviews with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.

Assess opportunities for improvement to drive cost savings, and efficiency within the organization.

Establish goals, objectives and standards of performance for staff to adhere to.

Stay abreast of and execute latest technical and management developments including new lab procedures.

Support the philosophy, goals and objectives of the center, and contribute to quality management processes.

Perform employee’s evaluations. Hired/interview process. Performed employee yearly CEU evaluations, and training.

EDUCATION

Bachelor of Science Degree in Health Administration University of Phoenix, Plantation, FL

Medical Laboratory Technician Southwest School of Medical Assistants, San Antonio, TX

Computer Science/General University of Puerto Rico, Arecibo, PR

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint and Outlook, as well as Internet applications Windows; EMR-Systems; Medical Manager; Sage Systems, Beacon, Vitara, Emdion, EPIC, PRISM, Verscend, Call DatabaseV5.0



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