Customer Service Manager

Most Current Experience:

Remote Coding Manager

Parallon Business Solutions, Richmond, VA December 2013 to present

. Recruit, interview, hire, terminate employees

. Monitor Production and Quality

. Promote incentives for overtime and production

. Train new staff and conduct the initial quality review

. Participate in daily production and staffing meetings as well as

weekly Management meetings

. Communicate frequently with staff and management via office

communicator and web cam

. Utilize Meditech and Horizon Patient Folder; Citrix, WebEx

. Assist in maintaining shared folders and spreadsheets

Remote Coding Manager

Maxim Health Care, Cleveland OH April 2010 to December 2013:

. Conduct weekly QA on all remote coding staff, report results to

Client and Corporate Management

and Account Executives; covering Inpatient, OPS, Emergency,

Ancillary and Observation accounts

. Communicate with Client Managers by email and phone on staffing,

Quality reviews, or issues that

arise on a daily basis.

. Currently Manage 9 Health Systems and 24 Remote Coding staff

. Participate in weekly Corporate Updates on all Client and QA status

. Participate in bi-weekly Coding Manager meetings

. Track QA results and issue Corrective Action plans on coding staff

who do not meet the minimum

95% or higher QA requirement

. Rotate in Interviewing of new coding candidates, recommend or

decline hiring based on results,

forward interview notes to Recruiters

. Training of new coding staff on Clients I manage

. Assign CEU training to Coding team

. Assist Operations Managers with meeting client's needs and

scheduling coders

. Track daily Coding productivity logs

. Prepare Coding Article and Answer Coding Questions submitted to

Maxim's Coding Corner

Publication on a quarterly basis

. Screen candidates for placement on individual sites to assure proper

skill sets

. Attend by-yearly Management meetings at East and West Coast

Corporate offices

. Support Coding staff with Coding direction as needed

. Proofed HC PRO online interactive ICD 10 Training before rolled

out to clients and coders; completed Maxim's ICD 10 training

April 2012.

Revenue Cycle Manager, September 2007 to April 2010

Mckesson Corporation Grand Rapids, MI

. Oversee 55 Medical Coders and 2 Supervisors for Coding Department

. Manage staffing and scheduling of both remote and in-house staff

. Monitor Quality and report Productivity on a daily basis

. Monitor Client account status and assign work as needed to cover

shortages

. Work closely with Account Managers and Physician Educator to

identify Client documentation deficiencies

. Issue employee counseling or disciplinary action when needed

. Coordinate completion and shipping of medical records

. Participate in weekly Management meetings and monthly Corporate

status meetings

. Prepare and report weekly summary billing reports to clients

. Communicate with and report to Clients and Account Managers on a

weekly basis through meetings

And Telephone conferences.

Past Experience:

Health Information Management Consultant, September 2006 - May

2007

CareTech Solutions, Troy, MI Served at Metropolitan

Hospital, Grand Rapids

. Contracted HIM Operations Supervisor

. Responsible for staff scheduling, hiring new staff and disciplinary

action.

. Oversee Document Imaging project moving the facility toward EMR

applications

. Non-Capital supply ordering

. Monitor and improve staff and processes within HIM Operations area,

including Physician Incomplete Charts and Suspension, ROI,

Reception, while enhancing customer service efforts for internal

and external customers

Director, Medical Records, Feb 2005 - Sept. 2006 Ionia County

Memorial Hospital

. Inpatient and Outpatient Coding, Manage Staff performance,

Committee Reporting, Budget allocations, Monitor Physician Charting

Compliance, Maintain all aspects of the Medical Record Department,

Report Department productivity monitoring and Process Improvement

Activities to Management Council as well as Administration and the

Board of Directors; assist with phone requests on a daily basis,

faxing and customer service on a daily basis. Order and Maintain

the Medical Library literature.

. Assist in organization of community events and hospital morale

functions,

. Report on Process improvement activities on any given month.

Scheduling, hiring and firing of staff. Monitor CE availability

for staff and myself as well as ensuring all equipment is operating

correctly.

Health Care Data Analyst, Jan 2004 - April 2005 Grand Valley Health

Plan, Grand Rapids

. Gather, Analyze, Graft and Present Data to Corporate Departments

Regarding Finance, Patient Care Standards, Health Care Studies,

Managed Specialty Care and Quality/Utilization Mandated by NCQA And

HEDIS Measures for Health Maintenance Organizations.

Health Information Coding Consultant, July 1998 to October 2003 Alder

Associates, Farmington Hills, MI; Served as Consultant at Spectrum

Butterworth and Blodgett Campuses, Grand Rapids

. Travel to contracting facilities, Coding and Review of Medical

Records, Abstracting and Data Entry, Charge Master Auditing

Utilizing 3M coding software, Softmed applications as well as

Cerner EMR applications.

Health Information Supervisor, June 1997 - Jan 1999

Bay Regional Medical Center, Bay City, MI

. Staff scheduling, Non-Capital purchasing, Staff Performance

Evaluations, Productivity Monitoring, Develop and maintain Policies

and Procedures, Work Closely with Physicians and Ancillary

Departments to Ensure Proper Documentation Practices, Training

and Orientation of new staff,

Issue Disciplinary Action when appropriate.

. Utilize Soft Med applications as well as Quadramed coding software

. Maintained the Physicians chart room; Physician education on

documentation practices on outpatient cases; Coordinated and

completed weekly Attestation signing outside the Physician lounge

for face to face encounters with Medical staff to promote chart

completion and facilitate Medicare billing in a timely fashion.

Health Information Coder, Jan 1991 - June 1997

Bay Regional Medical Center, Bay City, MI

. Coding and Abstracting of Outpatient Surgeries, Ancillary and

Emergency Room Medical Records, Release of Information

. Bay Area Ambulance Paramedic Education Liaison; educated Paramedics

quarterly on proper documentation practices in order to avoid

Medicare denials

. Acted as Liaison to the Bay County Medical Examiner's office in

order to facilitate timely completion and filing of autopsy reports

for coding and billing

Health Information Coder, Oct 1990 - Jan 1991

Coding Specialist

Huron Valley Hospital, (DMC) Commerce Township, MI

. Analysis, Coding and Abstracting of Inpatient and Outpatient

Medical Records, Utilize Soft med applications as well as Quadramed

coding software Release of Information, Processing of Birth

Certificates

Education:

BAKER COLLEGE

Associate Degree in Health Information Science

Credentials: Registered Health Information Technician, RHIT

Certified Coding Specialist, CCS

Certified Professional Coder, CPC

REFERENCES AVAILABLE UPON REQUEST

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