Manager Customer Service

Nicholas J. Severson

Nashville, TN ***** • *****************@*****.*** • 228-***-**** • LinkedIn.com/in/nicholas-severson

Business/Financial Management

Dynamic and resourceful business management professional with 15+ years of proven excellence leading fast-paced, high-volume restaurant and healthcare operations.

— Key Qualifications —

Extensive accounting expertise including compilation and analysis of financial statements, direct control over income and expenses, plus payroll and human resource functions.

Sharp talent acquisition and teambuilding skills able to recruit, interview, hire, train, lead, and motivate high-performance teams of cross-functional personnel.

Repeated success encouraging continuous process and procedural improvements to enhance efficiency, cut costs, and drive revenue.

Effective communicator who can initiate and grow beneficial relationships with diverse clients, vendors, senior leaders, and key stakeholders.

Professional Experience

Physician Practice of Madison, PC – Nashville, TN

Business Manager/Accountant, Jan 2014 to Present

Supervised business development, operations management, credentialing, medical billing, financial controls, and accounting activities for a multimillion-dollar healthcare corporation.

Selected Contributions:

Drastically enlarged operations from a small clinic with two patients to become the top long-term acute care provider in the region complete with a national sales team.

Maximized revenue through direct ownership of P&L including billing, collections, and daily accounting activities while providing tax guidance and general business expertise. Responsible for accurate and timely accounting of the PC – profit and loss, monthly reconciliation, daily expense and income reports, categorizing expenses, balance sheet, tax payments, estimating tax liability. Quickbooks software, Microsoft Excel, followed GAAP. Billing, invoicing patients, posting payments. Collections, Accounts Payable / Accounts Receivable.

Diversified healthcare industry market share by expanding medical directorships/contracts within a multi-specialty group of physicians requiring recruitment, interviewing, and contract management.

Over 5 years handling Medicare claims, denials, appeals. Professional understanding of Medicare guidelines, reason codes for denials. Over $1 million in revenue. 5+ years of billing Long Term Acute Care patients, Physician Practice.

Administrative support to physicians – internal medicine, cardiology, pulmonology.

Responsible for Human Resource duties – hiring, firing, promoting.

Vestige Restaurant LLC – Ocean Springs, MS

General Manager, Aug 2012 to Jan 2014

Spearheaded company planning, start-up, and management as co-creator and general manager / Front of House Manager of the first farm-to-table restaurant on the Mississippi Gulf Coast.

Selected Contributions:

Earned the “Best New Restaurant” award for 2013 from the Ocean Springs Chamber of Commerce and Tourism Bureau. James Beard Award Finalist.

Cultivated a culture of continuous improvement and education throughout the company while establishing accounting practices, customer service procedures, and training methods. Responsible for accurate and timely accounting – profit and loss, monthly reconciliation, daily expense and income reports, categorizing expenses, balance sheet, quarterly tax payments, estimating tax liability. Quickbooks software, Microsoft Excel, followed GAAP.

Responsible for Human Resource duties – hiring, firing, promoting.

Grace Healthcare (Retail and E Commerce Mgt) – Gulfport, MS

Internet Sales Manager, Sept 2012 to Jun 2014 – overlap due to Part-Time position after opening Start-Up

Led a team of five internet sales specialists providing high-quality customer service via e-commerce platforms requiring precise financial management and skillful relationship development.

Selected Contributions:

Completely restructured operations including improvements to profit margins, shipping models, customer service approaches, and overall file structure quadrupling sales to $1 million annually.

Optimized profitability through close collaboration with accountants and senior leaders to control spending, examine invoices, identify potential savings, and continuously improve processes. Accounts Payable / Accounts Receivable.

Responsible for Human Resource duties – hiring, firing, promoting.

Odyssey Hospice – Biloxi, MS

Admissions Coordinator/Community Liaison, Apr 2008 to Aug 2012

Expedited patient care through decisive coordination of services and admissions which required persistent interaction with a diverse array of referral sources, case managers, insurance companies, patients, families, vendors, and staff.

Selected Contributions:

Enhanced operations by implementing multifaceted improvements including increasing repeat referrals by reviving inactive accounts and establishing a loyal physician base along with expanding census to a range of 120 patients while consistently achieving monthly admissions goals.

Built and managed cross-functional teams handling various operations including marketing and community education while achieving the quickest response time in the local hospice care market.

The Hartford Financial Services Group (SRS) - Lake Mary, FL Claims Assistant, Mar 2006 to Dec 2007

Claims assistant to ten Workers' Compensation adjusters. Duties included completing daily workers' compensation text and paperwork consisting of state forms, explanation of benefits packets, petition for benefits, and letters. Other clerical duties performed included creating claim folders, filing, answering phones, completing claim cost reports, preparing files for defense referral and state audits, paying attorney bills (accounts payable), obtaining witness statements from HR managers and typing medical transcription.

Attended weekly round table meetings to learn about the claims handling process.

Consistently exceeded expectations of the Lowe's Account Adjusters and Operations Manager.

Attended monthly luncheons with local attorneys in order to maintain relationships.

Assisted the Lowe's team in winning a national claim closure contest.

Medical Only Representative 2007

The Medical Only Rep focused on handling high volume medical claims while effectively managing cost and leading the claim toward the best resolution/closure.

Duties included making two-point contacts to employees and Lowe’s worker to obtain facts about workers’ compensation injuries (investigating compensability, treatment plans, medical documentation).

Claim reports included 14-day, 30 day and 90 day.

MOR was also accountable for communicating with nurse case manager daily to discuss the direction of claims, setting claim reserves and meeting monthly claim closures.

Prior experience as office manager for Ocean Springs Hospital

Prior experience as Claims Assistant and Adjuster with The Hartford Insurance – Assistant to 10 different adjusters

2+ years experience with Belk Department Stores – Shoe Dept - Dept Lead

Educational Background

Bachelor of Science in Business Administration: Business Management, Cum Laude

University of South Alabama, Mobile, AL

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