Customer Service Manager

Marilyn Sweet

***** ********* **. ****: 713-***-****

Houston, Texas 77013 *******.*****@*******.***

Qualifications:

• Extremely dependable, reliable and motivated

• 25 years of customer service experience, excellent work ethic

• Majority of work experience spent in Healthcare, and in a hospital setting

• Extremely experienced in in-depth hospital operations, writing and executing research

and resolution, patient grievance, claim issues, benefits and provider relations

• Completed hundreds of hours of safety training, hospital education, Human Resource

operations, insurance/compensation benefits, and marketing both inside and outside

healthcare environment

• Excellent written and verbal communication skills

• Proficient in all specific computer programs

Employment History:

Facility Resource Specialist October 2014 – Present

First Choice Emergency Room

First point of contact with patients providing the highest level of customer service. Manage

multiple, changing priorities in an effective and organized manner, under stressful demands

while maintaining exceptional customer service. Exhibit a high level of empathy with the ability

to effectively communicate with patients and family members during traumatic events. Explain

and obtain appropriate consents from patient or family member in addition to any other

regulatory, required and/or applicable forms. Obtain complete and accurate demographic,

insurance and financial data to complete registration. Verifies and documents patient insurance

eligibility information, co-payment amounts, and collects fees. Update and maintain patient

database according to established procedures. Effectively communicates with nurse and

physician with ability to direct protocol compliance for Medical Screening Exam. Complete and

balance all daily transaction paperwork and scans to Accounting Department.

Sr. Member Resource Manager, Member Services June 2005 – July 2014

CHRISTUS Health US Family Health Plan

Conducted both proactive and reactive development and management of an assigned Line of

Business through member recruitment, member education, as well as the development and

maintenance of relationships with members, congressional offices, military installations,

organizations, providers, hospitals, and business partners. Independently managed front office

servicing two thousand patients. Routinely worked with hospital staff responsible for improving

the hospital experience for consumers who entered hospitals and other in-patient facilities. Also

assisted with coordination of care plans to make certain patients and families had a voice in their

care. Extensive knowledge of Call Center management techniques. Assisted management with

customer service delivery and technique guidance to Call Center staff. Conducted weekly staff

performance reviews with the Call Center management team to monitor the effectiveness of

service policies and practices. Ability to assess talent, manage people and motivate others.

Visible at all times to all call center staff. Organized and participated in health fairs, flu shot

clinics, and prospect meetings.

Hospital Education Instructor Assistant January 2000 – June 2005

Facilitated and instructed Hospital Orientation, Student Orientation, and Volunteer Orientation.

Development of hospital orientation material used to meet regulatory standards. Worked closely

with Human Resource Department in accuracy of educational records for 600 employees.

Facilitated and instructed CPR classes for hospital staff and community. Served as Code of

Ethics committee member, Safety committee member, Patient Satisfaction committee member.

While serving on each committee the hospital met metric benchmarks by either outstanding or

exceeding scores. Able to demonstrate excellent understanding of hospital and office safety

compliance as well as operational policies and procedures. Annual Safety Compliance

Officer/Trainer.

Human Resource Secretary May 1998 – January 2000

Sisters of Charity St John Hospital

Administrative Assistant to Director of Human Resources. Served as first point of contact for

Human Resource Administration. Managed the accuracy and compliance of position

management data within system. Manage compliance of licensure and certification, including

auditing and reporting. Responded to managers, directors, recruiters, HR Generalists as related to

position requests. Provided support for department staff and other assigned projects. Facilitated

application process by creating and tracking positions and data/history. Facilitated and

maintained drug screen and background checks.

Education and Training:

Associate of Arts, Education, San Jacinto College, 2007

Pre-Nursing, San Jacinto College, 2012

Social Work Program, University of Houston, 2008

American Heart Association CPR Instructor 2000 to present

DoD Vendor Contractor 2013, 2014

Certified Customer Service, Rockwell University 2012

Certified Senior Advisor (CSA) 2011, 2012, 2013

Certified President’s Citizen Corps (CERT Training) 2010

Tricare University 2005

HIPAA Certified

Human Resource Certification, San Jacinto College, 2014

Awards and Commendations:

Associate of the Year, Point of Light Volunteer, Press Ganey Patient Satisfaction Award, Emmy

Award from the National Academy of Television Arts & Science, Deans Honor List

References:

Angela Riva, RN, Sales Manager at Biocompatibles

Curtis Hickman A/R Manager

Cynthia Broussard, RN, Director of Palliative Care & Guest Services

Cynthia Trapani, RN, Manager of Quality Assurance

Dan Price Executive Director – CHRISTUS Health US Family Health Plan

Kay Schilling Professor University of Houston Clear Lake

Latricia Crum, RN

Sharon Vollers, RN, Director of Quality

Sheema Farah Nasir Professor San Jacinto College South

Tamara Coy-Tremont, RN, Compliance Manager

Contact this candidate