Customer Service Medical
Resume:
BARRY W. ROSENBERG
Delray Beach, FL 33484
561-***-**** – Cell
561-***-**** – Office
E-mail: *******@*****.***
Experience:
Boca Raton Regional Hospital, Boca Raton, FL- (“BRRH”) February 2010 –
Present
An advanced tertiary medical center with 400 beds and more than 800 primary and specialty physicians on staff.
The hospital is a recognized leader in oncology, cardiovascular disease and surgery, minimally invasive surgery,
orthopedics, women’s health, emergency medicine and the neurosciences.
Director, Patient Experience - Boca Raton Regional Hospital October 2013 – Present
• Oversee departmental operations with a focus on the overall patient and family experience.
• Monitor and utilize data driven program for collecting, tracking and analyzing patient experience trends for
optimizing service outcomes.
• Collaborate with senior leadership cascading to all staff, communicate progress on service excellence.
• Coach hospital employees to maximize the use of customer service tools and programs for an enhanced
patient experience.
• Manages Patient Advocates, Guest Relations Associates and assigned volunteers.
• Hands on management of Complaints and Grievances with regard to billing, clinical and non-clinical
concerns.
• Facilitates Patient Experience Council, member of Collaborative Care Council, Patient Satisfaction
Committee, Quality Care Council, Grievance Committee and the Charity Committee.
Accomplishments
Initiated Patient Satisfaction Champions in all nursing units.
Educated staff - HCAHPS
Educated staff - AIDET (Acknowledge, Introduce, Duration, Explanation, Thank You)
Received large Donation for BRRH for a job well done
Manager, Patient Financial Services - Boca Raton Regional Hospital February 2010 – October
2013
• Monitor and control all activities relating to productivity and departmental goals and objectives.
• Promote positive interactions with customers and employees in an effort toward exceeding expectations.
• Managed Call Center and Patient Financial Analyst’s for BRRH Customer Service Unit with outstanding
results.
• Respond to administrative concerns initiated from customers.
• Explain complex financial information.
• Accurately explain medical health insurance benefits to patients.
• Triage and comprehend incoming calls, timely follow-up.
• Third Party Vendors Management.
• Charity Committee Member
• Provided outstanding customer service by Interpreting and analyzing customer inquiries and complaints from
customers of BRRH with regard to any and all aspects of the patient revenue cycle experience.
• Provided service recovery with a high level of patient satisfaction as it relates to registration, financial
counseling, billing, collection and clinical issues.
• Responsible for overseeing the day to day operations of Managed Care, Commercial and Self-Pay Accounts
within the Patient Financial Services Department.
Accomplishments
Designed BRRH Customer Service Center.
Developed processes and protocols for Customer Service Unit; previously assigned to third
party vendor.
Developed statistical reporting methodology for daily, monthly and annual customer
service reports.
Initiated Self Pay Authorization Policy requiring deposits for non-emergent and elective
cases.
THE CHESTER COUNTY HOSPITAL, West Chester, PA June 2000 – February
2010
A community based hospital providing a full range of health service to Chester County and its surrounding areas.
The Chester County Hospital provides general medicine and surgical treatment, specialists and up to date
equipment in every area of care.
Manager, Patient Financial Services
• Responsible for managing all aspects and operations of customer service.
• Primary and secondary insurance claims processing, deductibles and co-insurance billings.
• Planned organized, controlled and evaluated the receivable to measure quality and quantity of work.
• Established objectives and action plans for reduction in accounts receivable.
• Provided a monthly Customer Service Report measured by the use of daily activity codes showing trends,
areas requiring improvement and areas of successful performance.
• Managed the selection of third party vendors, coordinated internal and external efforts required to maximize
collections and provide periodic reporting of vendor performance.
• Planed, organized and directed daily work flow of employees.
• Monitor quantity and quality of work performed.
• Interviewed, counseled and recommended personnel action if necessary.
• Interviewed, selected and monitored staff to ensure high performance standards with emphasis on continuous
quality improvement.
• Prepared employee time cards for payroll.
• Create and update office policies and procedures.
• Daily interaction with attorneys, insurance carriers and governmental agencies.
• Administered hospital charity policy.
• Manage Patient Representatives, Medical Assistance Representatives and managed third party vendors.
Accomplishments
Initiated POS Payment Policy for collection of deposits and co-payments.
Initiated Medical Assistance Department; previously outsourced to third party vendor.
Developed Pennsylvania Medical Assistance Process with proven track record.
Developed statistical reporting methodology for Patient Access improvement process.
CLEVELAND CLINIC HOSPITAL, Fort Lauderdale, FL June 1998 – June
2000
A multi-specialty, academic medical center that integrates clinical and hospital care with research and education.
The medical center, now located in Weston, FL includes diagnostic centers, outpatient surgery and a state of the art
emergency department.
Managed Care Coordinator
• Interpretation of managed care contracts and reimbursement.
• Managed Billing / Customer service / call center.
• Managed self-pay and commercial insurance collectors.
RSI / RECOVERY SERVICES INTERNATIONAL, Bala Cynwyd, PA 1997 - 1998
A subsidiary of Cigna / Collection Agency
Bad Debt Collector
Insurance / Managed Care Claim Recovery
TENET SOUTH FLORIDA HEALTH SYSTEM, Delray Beach, FL 1989 - 1996
An acute care facility that offers 24 hours emergency care, cardiovascular care, Center for Advanced Orthopedics,
Wound Treatment Center, Neurosciences, Diagnostic Imaging, Outpatient Services, Comprehensive Stroke Center
and Hospice.
Collector / Managed Care Coordinator
Responsible for five healthcare facilities that includes Managed care and self-pay collections, interpretation of
managed care contracts, uploading and processing new contracts and amendments in the MACS System, customer
service.
Specialized Training
BRRH Leadership Academy: Critical Thinking, Hiring the Best, Prevention of Falls
Press Ganey, Beryl Institute, Time Management, Stress Management, Customer Service Seminars, Good to Great.
Office Skills
STAR, HPF Workstation, ISuites, Claims Administrator, PCON, Avaya Messaging System SMS Net, RASS, (Report
Automation System), e-Premis, Interdoc, Express Query, Microsoft Excel, Microsoft Office, Microsoft PowerPoint,
excellent written and verbal communication skills, Public Access to Court Documents Website, Contract Collaborator,
Feedback Monitor Pro, Navinet, Availity, Trans Union, PMM, Avaya, Kronos.
Involvement
AAHAM, South Florida Chapter, Press Ganey, Beryl Institute.
Education
Associates of Science in Business Management, Delaware County College, Media, PA.
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