Manager Customer Service
Resume:
Emilie Burgess, LMSW
PROFESSIONAL EXPERIENCE
US BIOSERVICES, An Amerisource Bergen Specialty Company, Frisco, TX
Biologics, HAE and Hepatitis C Program Manager 2009 - Current Position
0. Manage an annual budget for multiple cost centers
Manage day-to-day operations of multiple chronic disease programs
0. Serve as point person for drug manufacturers
0. Responsible for program and call center metrics
0. Interview, hire, counsel and discipline according to established
policies
0. Contract reviewer for new programs and for data feeds
0. Internal liaison for sales team, operations team, pharmacy team
0. External liaison for home health agencies, hospitals, physicians,
patients and manufacturers
0. Resolve customer service and client issues
0. Manage free drug program for the Bristol Myers Squibb Foundation
UT SOUTHWESTERN MEDICAL CENTER, Dallas, TX
Program Manager and Clinic Manager 2007 - 2009
Kidney and Liver Transplant Program and Clinics
0. Participate in strategic planning for start-up program
0. Manage all staff (clinical and non-clinical)
0. Interview, hire, counsel and discipline according to established
policies
0. Manage day-to-day operations of program and clinic (including Vascular
Interventional Radiology clinic and Chronic Kidney Disease clinic)
0. Review and analyze financial statements on a monthly basis to ensure
program objectives were met
0. Implement and ensure ongoing compliance with all operational policies,
procedures, and training programs
0. Assisted with the on-boarding of EPIC (electronic medical record)
0. Extensive regulatory experience (JCAHO, CMS, UNOS)
0. Responsible for program marketing
0. Extensive service recovery and customer service skills
SWEDISH MEDICAL CENTER, Seattle, WA
Administrator and Practice Manager, Solid Organ Transplant 2005 - 2007
Kidney, Liver, Pancreas, Islet Cell Program and Clinics
0. Managed a $10+ million dollar annual budget and foundation accounts
0. Responsible for operational and financial performance for all cost
centers
0. Created policy and procedure committee
0. Achieved highest employee satisfaction scores for entire hospital
0. Responsible for ensuring program compliance with all government
regulations
0. Oversaw OTTR implementation project (electronic medical record)
0. Member of planning team to create electronic organ offer system with our
local hospitals and organ bank
0. Created Billing Task Force to ensure Medicare acquisition reimbursement
and billing practices are accurate.
0. Provided clinical process redesign with implementation of improvement
strategies
0. Chair of Quality Improvement Committee
0. Member of the Ethical Consult Team
0. Reported to VP of Ambulatory Care
CHILDREN'S MEDICAL CENTER, Dallas, TX 1998- 2005
Program Manager, Kidney, Liver and Heart Transplant Program and Clinics
0. Managed a $3.2 million dollar annual budget
0. Responsible for RFI requests
0. Chair of Marketing Committee and Quality Improvement and JCAHO Readiness
Committee
0. Responsible for hiring and managing all non-clinical staff members
0. Team Leader for Mock Tracer Team
0. Member of the Magnet Leadership Committee
0. Implemented Family Support Group
REACH Coordinator (Child Abuse and Foster Care Program)
. Liaison for medical staff and partner agencies such as The District
Attorney's Office, Child Protective Services, Court Appointed Special
Advocates, Police and foster families
. Member of the Domestic Violence Task Force and Victim Intervention
Program
. Participant in grant writing endeavors
. Worked numerous national child abuse cases and handled the high demand
for media attention
. Organized monthly child abuse seminars for staff and community members
. Managed the child abuse and foster care database and kept statistics
Inpatient Administration Project Coordinator
. Managed the hospital's acuity database
. Coordinated all continuing education programs including monthly clinical
rounds
. Built and maintained three intranet websites
. Served as Program Manager for Children's First Call (telephone triage
program)
. Managed Home Care Instructions and all Clinical Policy revisions
. Planned three large hospital seminars each year
FIELD WORK FOR GRADUATE DEGREE
. Collin County Advocacy Center - assisted families that had been victims
of violence
. Children's Medical Center - worked in Emergency Room as general social
worker
PROFESSIONAL ORGANIZATIONS
. The National Organization for Transplant Professionals (NATCO) 2003 -
2009
. American Society of Transplantation (AST) 2005- 2009
. Texas Transplant Society 2003 - 2009
COMMITTEE INVOLVEMENT
. NATCO Ethics Committee Member - 2006 - 2009
. NATCO Professional Practice Committee Member 2006 - 2008
. United Network for Organ Sharing (UNOS) Transplant Administrators
Committee - 2006 - 2007
. Organ Donation and Transplantation HRSA Government Collaborative Member
(Team DATA NW) 2005 - 2007
. AST Community of Allied Health Professionals - Executive Committee Member-
at-Large - 2007 - 2009
. Swedish Medical Center Ethical Consult Team - 2006- 2007
EDUCATION
Master of Science in Social Work - 2002
. University of Texas at Arlington, Arlington, TX
Bachelor of Arts in English - 1996
. Columbia College, Columbia, MO
LICENSE
Licensed Master Social Worker
. #58611 - State of Texas
Emilie Burgess
5137 Pond Crest Trail
Fairview, TX 75069
******.*******@*******.***
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