Customer Service Sales

Lisa Glidden

**** ********* ***** ** *******, GA 30319 954-***-****

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

Concentra Healthcare Director of Operations~

Occupational Medicine/Urgent Care~ Operations and Account Management

A pragmatic, people oriented, Heath Care Operations specialist with 10+ years’ experience in enterprise environments. Well-versed in

Healthcare Operations, Health Promotions, Physician Recruitment, Wellness Incentives, Corporate Wellness Programs, HIPPA

Compliance, Credentialing and Employer Benefits. Adept at cultivating and building lasting relationships across all business sectors with

progressive experience in directing complex projects, developing strategies and leading teams to further enhance overall operations,

sales, customer relations and customer satisfaction.

Director of Operations

Concentra

Atlanta, GA

September 2013 to Present

•Directs and supervises employees engaged in center operations

•Plans and prepares work schedules and assigns employees to specific duties

•Hires, trains, and evaluates center operations employees in consultation with Human Resources

•Assists Center Medical Director with the hiring, training, disciplining and terminating of back office personnel

•Assists in developing and maintaining new policies, procedures and training programs for the center

•Prepares and reviews operational reports and schedules to ensure accuracy and efficiency

•Formulates annual budgets and reviews financials with Center Leadership Team monthly

•Recommends cost saving methods to improve efficiency of center

•Assists sales and marketing efforts by conducting various events such as on-site tours and training center personnel to present clinic

services to clients to ensure achievement or over-achievement of established goals

•Provides technical support and/or resources to client and center personnel as needed (i.e., ADA, DOT regulations)

•Manages on-site nursing services provided by center to client companies, including billing counseling, and supervision of on-site

personnel

•Account Management of top 50 accounts

•Supports leadership team to identify problems with service to clients

•Ensures all certifications are current

•Supervises testing by medical staff to ensure proper performance

•Participates in work of subordinates to facilitate productivity and customer service

Director of Operations

Lifesigns/Prevention Group

Atlanta, GA

January 2010 to September 2014

•Organization and management of the facility consistent with the goals and requirements of the company.

•Management of physicians and staff members

•Management of accreditation and certification of Medical Director and per Diem physicians for current state, federal licensees and

medical specialty certifications.

•Supervision and management of departmental employees through delegation of appropriate authority & qualified staff

•Management of new hires and orientation, staff promotions and salary adjustments, disciplinary actions and terminations, and

commendation for all personnel

•Account Management of new and established accounts

•Management of all current licenses, certifications and required continuing education for all clinical personnel

•Maintenance of local, state, federal and accreditation compliance of patient records.

•Development of office processes and procedures to improve utilization of personnel at highest capacity

•Management of patient medical records

•Management of budget activities and fiscal statistics while ensuring that billing is accurate and processed efficiently

•Coordination and maintenance of current industry knowledge of reimbursement requirements

•Maintenance of all quality control procedures, ensuring compliance with all state, federal and accreditation bodies

•Maintenance and implementation of current managed care knowledge requirements in coordination with Director of Central Business

Office(CBO)

•Assistance and coordination with all sales and marketing efforts; including industry events, health fairs, lunch and learns and scheduling

events

•Organize, staff, and oversee bio-metric screenings, in addition to processing the screening results to ensure accuracy execution of

aggregate data reports and Personal Wellness Profiles

•Schedule and staff onsite reviews of Aggregate data reports and one on one session of PWP with employees and Human Resources

•Responsible for putting a GPO in place for the entire company saving 60% in lab costs

•Highest Patient Satisfaction scores in the company YTD 89.5 %, in addition to return patient count 58% and the 2nd highest for

transcription turnaround time 13 days

•Maintained or exceeded 49% increase or higher in patient volume ever year, for 4 years

•Responsible for helping the billing department develop a custom super bill companywide specific to our services which has helped

expedite the billing and reimbursement process

•Responsible for acquiring hospital privileges for my physicians in addition to acquiring a hospital group for patients to ensure continuity

of care

Customer Experience Manager

Banana Republic, Gap Inc.

Atlanta, GA

January 1999 to January 2009

•Consistently met and exceeded management goals and objectives

•Identification and reconciliation of customer service problems, creating new marketing strategies

•Development of processes for enhancing sales and training of new personnel essential to the market program.

•Analysis of weekly sales reports ranging from $2 million - 12 million in revenue

•Utilization of business reports to enhance store presentation in order to maximize sales

•Association with regional mapping classes to execute new flow of merchandise

•Development of strategic sales goals based on previous sales reports and forecast trends

•Training and development of staff in compliance with corporate standards

•Management of hiring and training personnel

•Sales

•Sales Management

Certified Nursing Assistant

Columbia Saint Marys Hospital

Milwaukee, WI

January 2000 to January 2002

•Assistance with patient care and education Assistance with patient documentation, health records maintenance per HIPAA guidelines

and inventory management within patient rooms and nursery

•Participation and assistance with various departments such as, ICU, NICU, Burn Unit and Labor and Delivery

Education: University of Wisconsin Milwaukee~ Business Administration~ Milwaukee, WI ~1999 to 2003

Professional: Healthcare Management, Administration and Operations; Physician Recruitment, Healthcare Promotions, Sales, Billing,

Charge Entry, Occupational Medicine, Urgent Care, Primary Care, Preventative Health, Group Purchasing, Incentive Based Wellness

Programs, Biometric Screenings; Health Risk Assessments; Operations and Sales Management; Recruiting, Hiring and Training

Personnel; Organizational Development; Corporate Wellness; Credentialing; Budgeting; Staff Development; Sales Forecasting;

Marketing; Merchandising; Customer Service and Sales

Technology: Proficient in Microsoft Office and Project; Adobe Acrobat, NextGen, e-prescribe, EMR, EPM, Excel, Power Point, e-

screen, EMR, GE Centricity, CAQH and NaviNet, Outlook, Occusource

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