Customer Service Project Manager

Jaime Michael Cox, MPA, M.Ed.

Rocky River, OH

Phone: 216-***-****

***********@*******.***

EXPERIENCE

Operations Manager (5/2011 - Current)

Litigation Management, Inc.

Cleveland, OH

. Oversee the operations and 90+ personnel of the Medical Record

Acquisition department in a hybrid work environment that has been

designed to be part medical office, part law firm.

. Provide strategic and tactical planning, development, evaluation, and

coordination of the finance functions for business operations in order to

improve cost effectiveness and service quality.

. Through effective communications and interpersonal relations, understand

and assess client request and requirements and direct department

activities to assure products and services meet and/or exceed client

expectations. Disseminate information to affected organizational

departments in a timely manner.

. Continuously look to develop efficiencies in our work product that allows

us to provide superior customer service deliverables to our clients.

. Lead the development of new procedures, processes and system

enhancements, while monitoring quality to meet client and company

expectations.

. Create and utilize BI reports to monitor workload, quality and

productivity.

. Plan and direct training and other computer-aided instructional

technologies as needed.

Division Manager (2/08- 5/2010)

University Hospitals

Cleveland, OH

. Management of Cardiothoracic and Vascular divisions within the

Department of Surgery.

. Led a team of twelve individuals to provide the best possible patient

care.

. Worked closely with Department Ombudsman to resolve patient issues in a

positive manner, increasing overall patient satisfaction.

. Oversaw revenue and reimbursement process, focusing on revenue cycle

enhancement.

. Ensured the quality and consistency of course content throughout a

course life cycle.

. Demographic analysis of local markets for potential expansion of

practice.

. Coordinated activities related to business development for each

division.

. Generated monthly revenue reports for each physician.

. Responsible for providing staff training modules to ensure

effectiveness and efficiency.

. Prepared and presented classroom training material to operational

staff and residents.

. Organized physician lectureships and team projects.

. Responsible for physician Continuing Medical Education credits on an

annual basis.

Senior Project Manager (8/04- 2/08)

The Union Club (via Profitness Health Solutions)

Cleveland, OH

. Built, developed and managed team capable of carrying out customer

initiatives.

. Created and explored opportunities with new clients in the local market.

. Developed and managed yearly operating budgets.

. Created monthly financials for the board to review and analyze.

. Established and reviewed staff compliance guidelines related to health

and safety.

. Led team in establishment of program plan and marketing initiatives.

. Established facility membership adherence and incentive programs.

. Worked closely with General Manager and Marketing Director to attract new

members.

Wellness Center Associate (9/98- 7/04)

The Cleveland Clinic Foundation

Cleveland, OH

. Management of facility operations, including but not limited to operation

and capital budget administration; employee scheduling and payroll;

revenue generation.

. Created marketing plans to increase employee usage and other methods of

attracting business.

. Devised new initiatives for hospital administrators on ways to cut

employee healthcare costs.

. Developed and consistently review risk management policies and

procedures.

. Coordinated daily activities with Physical Therapists to meet their

patient's needs.

. Performed fitness assessments and designed programs as needed.

EDUCATION

Cleveland State University

Cleveland, OH

. MPA, August 2007, Concentration: Healthcare Administration

. M.Ed., December 2002, Concentration: Exercise Physiology, Sport

Management (double-major)

OTHER

. 8 years experience in retail customer service (5 years in management).

. Key member of our Wellness Committee, which received First Place for

Wellness@Work in 2013 from the Cleveland Museum of Natural History (mid-

size company).

. Graduate assistant in the Neuromuscular Lab at The Cleveland Clinic's

Lerner Research Institute where I played an important role in a ground-

breaking study showing the effects of exercise in older adults.

Contact this candidate