Customer Service Management

JOHNNY MILLER

*** * ******* ***** *********, T N 37920

**********@*****.*** 865-***-****

Passionate and patient focused Administration Professional offers leadership experience honed

w ithin the healthcare environment. Offers a reputation as a positive, forward thinking

p rofessional, complemented by a naturally easy-going interpersonal style.

Technical Skil ls

Traknet Practice Management Nextech Practice Management K ronos Payroll and

Scheduling

EPIC EMR PP+ EMR Office Suite (Word, Excel, PowerPoint, Outlook)

P ROFESSIONAL E XPER IE NCE

V I TREORE T I NAL PRACT ICE MANAGER

O ctober 2012 – December 2013

Herzig Eye I nstitute, Toronto, ON

Responsible for management of all clinic functions including personnel, accounting and

Meaningful Use compliance.

• Implemented Nextech Practice Management system and TeleVox automated calling

system, spearheading the t ransition from manual patient charting, optimizing data

management, confidentiality and clinic f low while meeting Meaningful Use compliance.

• Implemented cross training programs and created the administrative tools to improve

clinic management, including training manuals on t r iaging, customer service, and

scheduling processes.

• Built referral network, by developing industry relationships which enhanced clinic

reputation and revenue.

• Managed team of seven ophthalmic professionals coordinating scheduling, performance

and payroll management.

PAT IE N T SERV ICES SUPERV ISOR

J anua ry 2008 - August 2012

Gundersen Lutheran Medical Center, La Crosse, WI

Responsible for the supervision and development of a team of 18 Patient Services

Representatives, navigating change management across the organization to better serve

patient and organizational needs with a focus on Meaningful Use compliance.

• Collaborated with the Service Excellence department and multiple Clinical Managers

to implement change management directives for the newly assigned Patient Service

Specialists.

• Developed service and performance management standards, facilitating exceptional

patient experiences for patients and families of the medical center.

• Improved charge entry processes, decreasing time in the accounts receivable cycle.

E arlier career experience includes service with the US Air Force at McGuire AFB, N J and

basic military training acquired at Lackland AFB, TX.

ED UCAT ION & PROFESSIONAL DEVE LOP M E N T

• Certified Nu rsing Assistant - Western Technical College, 2010 - 2011

• P rofessional Studies major - W inona State University, 2006 - 2008

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