Customer Service Manager
Resume:
*** ********** ****, #** (***) ***-
**** (cell)
Pleasant Hill, CA 94523
***********@*****.***
SUMMARY OF SKILLS
. Greater than 20 total years of experience in Medical Release of
Information (ROI), Dictaphone (Nuance) dictation system, IVR (M-
modal, Nuance), transcription, administrative/secretarial duties;
Consultant experience in Medical Release of Information and dictation;
Customer Service experience at Kaiser-Permanente, Lucile Packard
Children's Hospital at Stanford, Transcend Services, Inc., and
Healthport
. 13 years Project Management: Manager of a staff up to 50 individuals;
Experience in dictation/transcription/at-home transcription, HR
issues, labor and employment laws, workers' compensation, FMLA forms,
disability forms, recruitment, staffing, coaching, training,
auditing, compliance, budget, operational efficiency, presentations,
performance measurability.
. HIPAA Disclosure Accounting Coordinator experience
. 5 years experience in Electronic Medical Records (Epic, Health
Connect, Cerner) including preparing staff for EPIC implementation and
experience in Nextgen.
. Experience in M-modal speech recognition;Troubleshooting uploading
problems in Cerner with transcribed documents as well as researching
ADT problems and questions on transcription.
. Performing quality assurance audits (QA) on transcribed documents
. Auditing release of information requests (ROI)
EMPLOYMENT:
06/3/13 to present Healthport,10 Bluegrass Valley Parkway, Alpharetta,
GA 30005
Release of Information (ROI) Area Manager of San Francisco Bay Area
Manage employees, scheduling staff, time cards, auditing release of
information requests to make sure HIPPA compliant and meet
turnaround times, working with clients including UHA,
scanning ROI requests.
4/3/12 to 05/31/13 Transcend Services Inc., subsidiary of Nuance
Communications Inc.
On-Site Coordinator
Location: HIMS Dept., Lucile Packard Children's Hospital at Stanford,
4700 Bohannon Drive, Menlo Park, CA
Troubleshooting transcribed documents from Beyond Text
software and M-Modal speech recognition into electronic
medical records (CERNER), researching ADT information. QA
transcribed documents. Liaison between Nuance
Communications and HIM Department to work on how to improve
problems with dictation and uploading. Processed time cards
on ADP payroll system, meeting deadlines and turnaround
times.
12/76 to 11/30/11 KAISER-PERMANENTE MEDICAL CENTER, Clinic
Manager II, non-RN/HIM Supervisor: Managing Medical
Secretary and Legal Correspondence Dept., Kaiser Oakland
Department, Richmond Med Secty/Med Legal departments and
Pinole Medical Secretary Dept which consisted of all
release of information requests (ROI) i.e. FMLA requests,
disability,retirement, jury duty, and accident forms and
outpatient transcription. Also handles copies of medical
records to outside medical providers, attorneys, subpoenas,
copy services, insurance requests, and preparing copies of
medical record for audits.
. Recruiting, training, coaching, evaluating and
auditing employees, setting production standards,
heavy customer service, working with
physicians/staff/other providers. Working on timely
turnaround times. Meeting compliance standards.
. Develop policies and procedures for department.
. Schedules and conducts meetings. Prepares agendas.
Makes presentations. Types meeting minutes. Schedules
conference calls and webinars.
. Prepares financial and statistical reports.
. Works with patients regarding their requests and
provides excellent customer service.
. Schedules appropriate staff
. Deals with HR issues, labor and employment laws,
disability and workers compensation issues, HIPAA
laws, operational efficiency.
. Manages staff using EPIC; Prepared staff for EPIC
implementation and was also a resource for
troubleshooting for EPIC questions. Transitioned from
Med Corr database for release of information requests
to EPIC.
. Troubleshooting transcribed documents to electronic
medical records
. Experience with a variety of office equipment, i.e.
fax machine, Xerox machine, dictation equipment,
phones and computer programs, i.e. Word, Excel,
Outlook, Power Point, Adobe, Visio, MS Project,
Health Connect (electronic records, EPIC, CERNER,
Nextgen), Crystal Reporting, Dictaphone (Nuance),
Lync, ADP and Ulti-Pro payroll system, web-based
applications, Instant Messaging.
. Budget experience. Monitors financial operations of
department and forecasts budget. Created about
$100,000 per year for the Medical Secretary Dept. and
continued to keep within budget.
. Project Manager for new dictation system in Feb.
2001 for Medical Secretary Dept, Radiology Dept in
2003, Implementation of Dictaphone Transnet in 2009.
Managing transcriptions at-home. Handles variety of
projects.
. Interim Manager for Pediatric Dept., Interim Manager
for Radiology Department
. HIPAA Disclosure Accounting Coordinator for Kaiser
Oakland Medical Center/Richmond Medical Center
. Chairman of Medical Secretaries Manager's Peer Group
for Northern California Kaiser working on issues to
improve our departments which includes preparation
for EPIC, various databases, forms
. Manage a staff of 50
Medical Secretary Department, Martinez PMG
Medical Secretary-Handling all release of information requests
(ROI) requests to private doctors, FMLA forms, disability forms,
abstracting life insurance applications, screening charts for
outside copy services. Transcribing outpatient dictation. Use of
Windows NT, Word 97, WordPerfect, Dictaphone 7000 transcription
system, Lanier dictation systems, MRMS, CIPS. Heavy customer
service, working with patients, insurance companies, attorneys,
and physicians emphasizing excellent customer service. Answer
telephones, order supplies, cash report. Member of Safety
Committee. Acting Supervisor in absence of supervisor.
EDUCATION
9/71 to 9/73 UNIVERSITY OF CALIFORNIA, BERKELEY
Bachelor's Degree in Arts
Major: Bacteriology
9/69 to 8/71 City of College of San Francisco, San Francisco, CA
Associate of Arts Degree
Major: Pre-dental
REFERENCES:
Gary Crangle
Asst.Medical Group Adminstrator (retired)
Kaiser Oakland Medical Center
Roxanne Shack
Manager, Med Secty/Scanning Center
Kaiser Walnut Creek (Diablo Service Area)
Amy Lambert
Data Control Manager
Health Information Management Services
Lucile Packard Children's Hospital at Stanford
4700 Bohannon Road
Menlo Park, CA 94025
Phone: 650-***-****
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