Customer Service Manager

Summary of Qualifications

. Nearly ** years health care experience, practice management,

operations, business development, budget management, billing/coding,

and strategic planning.

. Excellent problem solving and customer service skills with strong work

ethic.

. Contract negations, financial analysis with positive return on

investment.

. Highly organized, self-motivated, with the ability to multi-task.

. Outstanding communication skills both written and verbal.

. Marketing, PR and community outreach experience.

. Ability to maximize reimbursement, billing and coding experience.

Education

. Masters in Healthcare Administration, Regis University, December 2007

. BA-History, Metropolitan State College, Denver, December 2003

Professional Experience

Practice Administrator, Orthopedics, Denver Health

2011 - Current

. Responsible for day to day operations and financial success of large

Orthopedic, Rehabilitation and Podiatry practice.

. Management of operations, personnel and grant funded accounts and

budgets of nearly 9 million dollars.

. Development and implementation of department score card: charges, RVU,

payer mix, OR cases, procedures, clinic visits, academics and patient

safety.

. Monthly analysis of department statistics, benchmarks and

productivity.

. Worked to expand Microvascular/Replant services to a 24/7/365 regional

service.

. Established quarterly department newsletters in collaboration with

physicians and marketing department.

. Coordination and planning for the annual Rocky Mountain Orthopedic

Trauma Conference.

. Review of unbilled services and documentation to maximize

reimbursement.

. Budget and program expansion and capital equipment planning.

. Supervision of administrative staff and indirect supervision of

research staff and mid-level providers.

. Ability to build positive relationships with physicians and outside

departments.

Contract Reimbursement Analyst & Acting Practice Manager, Denver Health

2008 - 2011

. Reimbursement analysis for Eating Disorder program and

negotiated nearly

$900k in additional reimbursement.

. Management of several commercial contracts, negotiations, reimbursement

modeling,

payments audits, maintaining payer report cards.

. Knowledge of commercial and government rules and regulations regarding

billing,

coding and reimbursement.

. Working with both facility and professional billing on contract issues,

understanding

rates, denials, improving A/R days and increasing revenue.

. Review of coding issues/guidelines, commercial contract carve outs to

obtain

maximum reimbursement.

. Implementation of the Denver Health In-School Immunization Program.

Established

vaccine pricing, billing processes, education and training, contract

negotiation

financial analysis of the program.

. Acting Practice Manager for East Grand Clinic and Emergency Center.

Operations, staff supervision, developed standard processes and worked to

transition the clinic and staff to Denver Health.

Program Coordinator, Denver Health

2005- 2008

. Played primary role in establishing the Pharmacy Delivery by

Mail Program.

. Coordinated services between patients, providers and Managed

Care.

. Provided informational in-services for pharmacy staff, provider

meetings,

staff training and marketing on the Pharmacy Delivery by Mail

Program.

. Responsible for as progress and utilization of the program and

development of

standard work and policies and procedures.

Patient Registration, Denver Health

2004- 2005

. Responsible for patient registration, appointment scheduling, payment

collections and insurance verification.

. Selected to manage all areas related to problem billing.

Awards and Memberships

. CFO Special accommodation award

. Customer service excellence award

. Member of American College of Health Care Executives and MGMA

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