Customer Service Manager
Resume:
PRABHA SHANBHAG
Fremont, Ca. 94536
****************@*****.***
Objective
To secure a challenging and rewarding position in health care management with an opportunity for advancement that will
allow me to utilize and expand my experience and management skills.
Special Skills
Proficient in the use of Microsoft word, Epic (Apex) Medical Software,
IDEAS Medical Software, Lytec Medical Software, Practice Fusion,
Dropbox, Egnyte etc.
CPT/ICD.9 coding and billing
Telephone Etiquette.
Experience
UCSF Center for Reproductive Health
2356 Sutter Street,
San Francisco, Ca.
March 2013 – Present
Practice Manager – Analyst IV
Currently working as a Practice Manager for UCSF Medical Center at the Center for Reproductive Health,
responsible for the operational management of the clinic, supervising all front office staff, call center staff,
surgery scheduler, lab entry staff and all document management staff and manage a highly efficient and a
diverse interdisciplinary clinic with ten physicians and other providers specializing in all aspects of reproductive
health including IVF.
Operational Management duties include, recruiting and hiring new staff, promoting the development of
assigned staff, responsible for bi-monthly payroll for all assigned staff, develop efficient and compliant medical
practice policies/procedures relative to all patients processing, ensure ongoing process of performance
improvement within the medical practice and promote active participation of staff and practitioners in these
practices. Create scheduling templates for all practitioners, manage patient registration, appointment scheduling,
monitor clinical statistics monthly reporting. Co-ordinate charges with billing staff to ensure proper fees
collection at the time of patient encounter and responsible for timely deposits of the collections as stipulated by
UCSF policy.
Coordinate work schedule of assigned staff and also coverage for absences or leaves. Monitor staff telephone
techniques as well as staff/patient communication skills to assure that patients are handled in a responsive,
caring manner, assist the Practice Administrator in developing and maintaining results oriented position
descriptions for each assigned staff member and their assigned position in the medical practice. Determine the
flow of work and evaluate production and revise procedures as needed within the Medical center standards and
guidelines. Monitor staff morale and advise the Practice Administrator of any impending personnel problems,
any issues which will affect the staff’s ability to work efficiently and deliver appropriate care. Co-ordinate
vacation, personal leave, illness etc. for entire assigned staff, monitor time sheets of all assigned staff. Write
employee evaluations and establish performance improvement plans with employees, draft counseling memos
when needed and recommend disciplinary action when needed.
Monitor patient satisfaction periodically to determine opportunities for improvement of practice systems,
counsel any patient disturbed by their treatment received at the practice, provide customer service, solve
complex patient complaints, train and supervise staff on customer service skills.
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Prabha Shanbhag
Interact with practitioners on daily operational and related clinical issues affecting the efficient operations of the
practice, assist practitioners and clinical staff with daily problems and requests, act as liaison between
practitioners, clinicians and office support staff. Attend all committee meetings and co-chair Operations
Committee. Assure compliance with a broad range of regulatory requirement and establish plans for
improvement to rectify deficiencies.
Various other responsibilities including request for all office equipment in assigned areas, for practitioners,
clinical and other support staff, coordinate repair of office equipment, various areas of the building.
Comprehensive Spine Center
1 Daniel Burnham Court, Ste.388C, San Francisco, Ca,94109
June 2011 – September 2012
Office Manager
As an Office Manager for a new spine center, helped the spine surgeon to transition from a multispecialty group
practice to a solo practice. Opened the new medical practice within three months of employment and set up the
new clinic single handedly. Created a complete Manual for the clinic with step by step details on clinic operations,
including office policies, procedures, various forms, templates thus establishing a structure for the new clinic.
As an Office Manager, started and established the new spine center, working on all the credentialing, contracting with all
major insurance companies including Private Insurance companies, Workers’ Compensation MPNs and Medicare for the
new practice, successfully completing all the contracts within 8 – 12 weeks. Identified the need for various office
equipment, purchased/leased all necessary office equipment including computers, telephone system, copier machines,
printers etc. Being the only employee for several months after opening the practice, organized the entire clinic, writing all
the policies, procedures for the office including HIPAA, and other policies, office forms/templates. Helped the surgeon in
setting up the EMR system, making the practice completely electronic.
Launching the new clinic, balanced multiple conflicting priorities, exercised excellent relationship management skills and
used the ability to think strategically. Interacted effectively with patients, insurance company representatives, attorneys to
establish and enhance business, understanding the importance of human and public relations.
As the business grew, hired new employees and trained them on all aspects of business, daily clinical operations including
insurance authorizations, scheduling, scanning documents in to the EMR system, obtaining authorizations from insurance
companies etc. also making sure the employees paid attention to HIPAA regulations. Planned and directed job duties, did
performance appraisals on other personnel.
Worked with the billing service directly, providing them with all the super bills, surgery codes and operative reports on a
timely basis, also checking on payments ensuring that all the payments came on a timely manner, reviewed month end
reports, also set up a target to increase revenue every month.
Took complete responsibility for all different aspects of managing the clinic, including authorizations on spine surgeries
from private as well as worker’s compensation insurance companies, scheduling spine surgeries at hospitals, surgery
centers, arranging for implants, instruments for surgeries from various vendors, sending patients for pre-operative testing,
medical clearance etc. Sent preoperative orders to hospitals, surgery centers on a timely basis making sure every aspect of
surgery scheduling is done in an orderly and efficient manner. In case of surgery authorization denials, sent effective
appeal letters. Delegated and assigned new duties to staff as the practice grew.
Personally attended to calls from new patients educating them all different spine surgeries performed by the surgeon,
discussing insurance benefits in detail, giving them individual attention and care. Also developed professional relationship
with referring doctors’ offices to enhance business by promptly sending them a ‘ thank you’ letter along with the
consultation report on the patient.
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Resume: Prabha Shanbhag
Proof read all the reports dictated by the surgeon, correcting the reports and making sure all the reports are sent referring
doctors and worker’s compensation insurance companies on a timely manner. Procured all the supplies for the clinic
including stationery and medical supplies on a timely manner. Also bought and set up new computers, printers and
scanners as the practice grew. Co-ordinated repair needs of the clinic with the building landlord.
Western Neurosurgical Medical Group, Inc.
3868 Mowry Avenue, Fremont, Ca.94538
March 1996-April 2011
Office Manager
Worked as an Office Manager for 15 years with an internationally known Neurosurgeon with an extensive internet
based medical practice until he retired in 2011. This spine clinic treated patients from different parts of the
country and also abroad.
Was responsible for educating patients via email or phone on various surgeries performed.. Worked as a patient advocate
within the practice, with the objective of increasing patient satisfaction and reducing patient anxiety before and after
undergoing spine surgery. Developed policies and procedures to meet patient needs, in addition to educating patients on
the financial aspect of the surgery as well as the value of undergoing non-invasive spine surgeries versus invasive spine
surgeries offered by other clinics.
Also responsible for scheduling surgeries at hospitals and surgery centers. Draft and type effective medical necessity
letters, giving all relevant clinical information and obtain authorization from various insurance companies including
worker’s compensation insurance companies.
Hired, trained and supervised all other employees, addressed complaints, recommended raises based on their performance,
took disciplinary action when needed.
Responsible for different aspects of business such as scheduling spine surgery, coding spine surgeries based on operative
reports, verify insurance benefits, inform patients regarding different surgeries, insurance benefits and payments etc. Was
responsible for coding all surgeries based on operative reports, supervise and assist in billing and collections, negotiate
payments with insurance companies.
Other duties included obtaining authorizations for various diagnostic studies, assist in drafting of consultation reports,
discuss with patients the recommended surgery, post-operative care, send patients for pre-operative tests, medical
clearance etc. Also make sure all staff members including medical staff members complete chart notes and medical
documentation.
Also helped the surgeon in completing History and Physical report on surgery patients. Also did Thermography
Monitoring at the time of spine surgery for over five years. Was also responsible for billing facility charges on UB 92
forms and negotiating and collecting from insurance companies on facility charges for over three years when the medical
group leased the surgery center.
Also assisted the doctor in web-site planning, drafting e-mail responses etc. In addition, was responsible for buying all
medical supplies, stationery and other inventories for the office.
02/93 – 09/94
Mudit Dabral, M.D.
Pulmonology, Internal Medicine & Critical Care1505 S. Shepard Dr. Ste.105, Santa Maria, Ca.93454
Office Manager
Responsible for Insurance billing, collections, accounts receivable and bank deposits. Send medical claims electronically
using FoxMed Software. Communicate with insurance carriers for information on coverage, payments and benefits. Also
send monthly statements to patients.
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Prabha Shanbhag
Perform all front office duties including answering telephone, scheduling patient appointments and outpatient pr ocedures,
call in prescriptions and refills as per Doctor’s instructions and ensuring patient satisfaction through positive interaction
with every patient.
Cosked
09/92 – 01/93
284 Via Bandolero, Arroyo Grande, Ca.93420.
Engineering Consulting and Construction Company.
Secretary (Part-Time)
Responsibilities included Typing, Word Processing, preparation of spread-sheets for accounting and cost control using
Lotus 1-2-3.
Lipton India Ltd.
Lipton House, 9/2 M.G. Road, Banagalore, India
02/88 – 05/91
A Unilever (U.K.) company in India producing and distributing Tea, Edible Oils, dairy
products, fruit Drinks, Snacks and various other food products.
Executive Secretary – Foods Dept.
Worked as an Executive Secretary to the General manager (Sales) and Product Manager in the Corporate office.
Responsibilities included taking shorthand dictation, typing, maintaining confidential records, coordinating with
different branches of the company, creating sale and stocks analyses, using Lotus 1-2-3, maintaining accounts of
advertising budget. Organized Quarterly and Annual Sales Meetings, typed Minutes of the Meeting and Annual
Sales Reports.
Davar’s College of Commerce
St. Patrick’s Shopping Arcade, Brigade Road, Banagalore, India
11/82 – 01/88
Lecturer for Secretarial Studies/Administrative Assistant
As a Lecturer, taught various secretarial subjects like Office Management, English, business Correspondence,
Shorthand, Typing, Basics of Commerce to the students of Secretarial division.
As an Administrative Assistant, assisted in office work, Reception which entailed enrolment of new students,
interviewing candidates for various secretarial courses etc. Other administrative responsibilities included being
totally in charge of collection of tuition fees, bank deposits, accounts and order of office supplies.
Education
Bachelor of Arts(B.A.) – St. Agnes College, University of Mysore, India.
Major Subjects: English, Psychology, Economics and History.
Diploma in Secretarial Studies: Davar’s College of Commerce, Banagalore, India.
Major Subjects: Office Management, Business Correspondence, Human and Public Relations, Office Skills, Shorthand
and Typing.
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