Customer Service Management
Resume:
YOLONDA PILTON CAMPBELL
Bolton, MS 39041
*********************@*****.***.***
OBJECTIVE: Executive management position in a professional organization.
SUMMARY:
A skilled professional with healthcare experience, combined with a Masters in Health Service Administration
and management background. Proven ability to organize departments in a short period of time. Recognized
for ability to work with a diverse staff. Outstanding skills in assessing what is needed, offering solutions, and
effectively motivating staff to achieve the organizational mission.
PROFESSIONAL EXPERIENCE:
CAHABA,
GOVERNMENT BENEFITS ADMINISTRATORS, Ridgeland, MS 2011-2014
Medicare Secondary Recovery Contract
Team Lead
• Healthcare management experience.
• Directly supervises staff, which includes coordinating daily work activities, evaluations and
development of team members in relations to the Medicare Secondary Payer Contract.
• Plans, prepares, and revises work schedules and duty assignments according to customer needs,
problems, and workloads.
• Responsible for providing regular one-on-one coaching sessions to inform associates of
performance status.
• Conducts training, attends workgroups, conference calls, and meetings.
• Supervises staff when Jackson site operates as back-up Call Center.
CHICKASAW NATIONS INDUSTRIES, Ridgeland, MS 2010-2011
Medicare Secondary Recovery Contract
Supervisor
Team Lead
• Healthcare management experience
• Experienced in interviewing.
• Directly supervises staff, which includes coordinating daily work activities, evaluations and
development of team members in relations to the Medicare Secondary Payer Contract.
• Plans, prepares, and revises work schedules and duty assignments according to customer needs,
problems, and workloads.
• Responsible for providing regular one-on-one coaching sessions to inform associates of
performance status.
• Conducts training, attends workgroups, conference calls, and meetings.
• Supervises staff when Jackson site operates as back-up Call Center.
CENTRAL MISSISSIPPI MEDICAL CENTER, Jackson, MS 2008-2010
Forms Manager
Assistant Medical Staff Coordinator
Performance Improvement Coordinator
• Conducted the preparation and maintenance of the agency records retention schedule.
• Managed Print on Demand Forms within the agency during active use.
• Approved all requests to archive Forms.
• Responsible for records management policy and statutory compliance.
• Established and administered the credentialing, reappointment, and privileging process. Obtained
licensures, malpractice insurance information, collected and maintained appropriate records for
compliance.
• Assisted medical staff leadership in the development of bylaws and related policies.
• Assisted in collecting performance measurement data and quality indicators.
• Stays abreast of and applies knowledge of federal and state laws and regulations and accreditation
standards such as: Joint Commission, CMS, EPLS, OFAC, OIG, BSA, Patriot Act, & HIPPA;
knowledge of 501(c) 3, Stark Law.
• Analyzed Gallup survey data to identify opportunities for improvement and present findings to
appropriate departments.
AMSOUTH BANK/ REGIONS BANK, Clinton, MS 2002-2008
1999-2001
Head Teller/ Branch Operations Representative
• Seven years banking management experience.
• Excellent Customer Service Skills, 5 time Customer Service Award Recipient, 2 time Suspicious
Activity Reward Recipient
• Experience in recruiting and interviewing.
• Supervised all operational matters for retail-banking transactions, consumer, and commercial
customers, in particular management development and strategic planning.
• Supervised all teller personnel-related tasks, such as performance appraisals, hiring, disciplinary
action, training and mentoring of new hires, and preparation of monthly personnel meetings.
• Prepared maintenance of corresponding general ledger, audit, security, and regulation reports.
• Organized and conducted full operations and compliance training, directed customer relationships
and served as a mentor.
HUDSPETH REGIONAL CENTER, Whitfield, MS 2001-2002
Support Coordinator, Home & Community Based Medicaid Waiver
• Enrolled clients in the Medicaid Waiver Program and followed up with insurance and families.
• Organized materials for patient intake process and maintenance of client database.
• Monitored invoices, including material for payment to agency staff.
• Monitored clients files for compliance.
• Visited clients at home and in community to monitor services provided by various agencies
EDUCATION:
Mississippi College, Clinton, MS
Masters of Health Service Administration May 2008
Alcorn State University, Lorman, MS
Bachelor of Science in Health Science May 1997
*Current Procedural & Terminology (CPT) & International Classification of Disease
(ICD-9) Coding Certificate- 2009
AFFILIATIONS:
Delta Sigma Theta Sorority, Incorporated
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