Sales Customer Service

Lisa Miller

Operations Manager and Sales Executive - Advantage Diagnostics

Sheffield Village, OH

************@*****.*** - 440-***-****

An energetic, quality driven, customer-focused sales/ account management professional demonstrating

consistent achievement of service and sales objectives in a highly competitive healthcare market. Proficient in

all sales cycle phases; including lead generation, presentations, negotiation, closing and follow-up. Customers

advocate; resolving customer problems quickly to build solid client relationships and increase a repeat of

referral business and maintain customer satisfaction. Proven ability to assess client needs; establish rapport,

build trust, and close deals. Talent for readily learning and training others on new equipment and software

systems as well as communicating effectively with customers and executive management

Core Skills Area

● Account management ● Healthcare Sales and Management ● Patient and Physician Relations

● Staff Training and Supervision ● Customer Service and Satisfaction ● Technical Issues Resolution

● Business Development ● Regulatory Compliance ● Troubleshooting.

WORK EXPERIENCE

MRI Operations Manager and Sales Executive

Advantage Diagnostics - Sheffield Village, OH - December 2008 to March 2014

Execute daily operations and business development for an independent outpatient imaging facility in Sheffield

Village, OH, ensuring delivery of highest service and quality to patients and referring physicians. Actively

performed MRI exams to maintain work flow and provide 100% patient satisfaction. Provide personnel

management and development; contract negotiations with vendors; provide customer satisfaction and superior

image quality. As a sales representative, responsibilities include development of marketing plans, creating

marketing collateral, prepare referral activity reports, maintain prospect database, engage in daily sales calls

throughout assigned territory and respond immediately to physician and patient issues to ensure complete

satisfaction.

• Directed and co-coordinated the initial start up of Advantage Diagnostics 5th imaging center in 2008. Included

business development, project management, hiring and training of staff, and regulatory compliance.

• Consistently increased referral volumes in a challenging and declining imaging healthcare market.

• Renewal of lost referrals by working in close collaboration with the referring physician, radiologists and

executive team.

• Obtained MRI facility accreditations with American College of Radiology and ICAMRL for all company

locations. As well as maintaining State and Federal compliance as related to an independent healthcare facility.

• Optimized customer/ physician interaction, cultivating meaningful relationships built on instant rapport, and

following through on all outstanding issues which earned a reputation with customers for providing customer

service excellence and integrity.

• Participated in the design, validation and implementation of converting company from RIS radiology system

to MERGE radiology system to ensure that functionality and productivity is maintained.

• Developed and implemented technical protocols to provide increased productivity and maintain quality

standards.

• Developed content and worked directly with Web designer to create company website.

Physician Liaison- Physician Relations

Southwest General Medical Center - Middleburg Heights, OH - May 2008 to December 2008

Acted as a liaison between hospital, physicians, nursing homes, and out-patient service lines to resolve

problems, provide information, and maintain positive relationships.

• Worked in tandem with the marketing department and physician relations department to increase physician

satisfaction.

• Implemented a new referral form for radiology to streamline the ordering process. As well as acting as a

support avenue for the pre-certification department for high-tech imaging and the referring physicians.

• Worked closely with the IT department on resolving on going radiology report formatting issues as presented

by the physicians in the organization.

• Assisted EMR Physician Relations Specialist in training physicians on new EMR system.

• Prepared monthly call reports to identify concerns and resolutions as related to physician relations.

Director of Sales and Marketing

MSN Imaging - December 2007 to May 2008

Responsible for marketing the organization's outpatient radiology services to the public, referring physicians,

medical groups, urgent care centers and hospitals.

• Identified, triaged and solved service problems.

• Analyzed referral patterns, and developed marketing plans.

• Worked cohesively with radiologist, executive management and owners to develop new business ideas and

strategies.

• Developed strategies to increase the pain management line of interventional radiology.

• Increased the pain management referral volumes by 50% in 2007.

• Responsible for managing marketing budget, ordering and updating marketing collateral, promotional items

and updating company website content.

Imaging Sales Executive

MSN Imaging - May 2007 to December 2007

Responsible for generating new business for an independent imaging facility by conducting sales calls in

targeted territory including physicians and hospitals on Cleveland's Westside.

• Acted as a liaison with physicians and image facility to maintain customer satisfaction.

• Provided educational information on new imaging and interventional procedures.

• Assisted the technical staff in completing MRI exams to increase workflow without increasing operation costs

Community and Physician Liaison

Laurelwood Hospital - Euclid, OH - November 2006 to May 2007

Responsible for implementing the daily duties within the Community Education Plan that will provide for

the establishment and maintenance of long-term community relationships with referral sources, resulting in

increased utilization of hospital services and increase census.

• Reported directly to the Director of Business Development

• Completed STARS sales training

• Increased community awareness of in-patient and out-patient treatment programs in increase patient census.

• Worked as a liaison between physicians, hospitals, schools and universities in the community to raise

awareness and offer solutions.

MRI Applications Specialist

Hitachi Medical Systems America - Twinsburg, OH - September 2005 to November 2006

Responsible for performing ongoing MRI applications phone support for existing customers in addition to

working alongside the sales team to provide product knowledge and support. This included system overview,

displaying images, scanning and discussion of system specifications and capabilities. Supported the service

department and service engineers; through performance troubleshooting.

• Maintained highest customer call volumes on MRI help line within first 3 months of position

• Assisted fellow ACR Application specialist in image review and protocol specifications set by the American

College of Radiology for current Hitachi customers.

• Insured highest quality of customer service, trouble shooting and direction for customer accounts.

• Customer Advocate providing support and technical guidance to technical staff and administrators.

• Performed site visits with fellow application specialists to enhance and improve imaging protocols,

productivity, and customer's image quality and increase their volumes and create customer satisfaction.

EDUCATION

Associate of Science in Radiologic Technology

Virginia Commonwealth University/ Medical College

1992

CERTIFICATIONS

CT,MR,RT (R) ARRT

February 1998 to February 2015

Registered by the ARRT in the following areas: MRI, CT, and X-ray .

Current Ohio State License X-ray exp 02/03/2015

ADDITIONAL INFORMATION

Technical Skills: Hitachi MRI Systems, GE MRI Systems, PACS, RIS, MERGE, E-FILM, Microsoft Office

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