Customer Service Manager

Alice Golibart

**** *** ****** **** #***

Long Beach, CA 90807

Home 562-***-****

Cell: 562-***-****

E-mail: Rhodi1@yahoo

OBJECTIVE:

Seeking a challenging growth oriented position that will enable me to utilize my

education and work experience.

WORK EXPERIENCE:

MANAGER OF ADMINISTRATIVE SERVICES June 2010 - Present

Kaiser Permanente, Harbor City, CA

Manage 11 employees for Parkview Reception. Approve/deny employee requests for

time off. Ensure deadlines weekly, monthly scheduled for Union Employees (Local

#399) are met. Conduct employee appraisals, payroll for four departments, file all LOA

documents to HRSC. Ordering supplies, monthly Safety Observations for the four

departments to be at 100%, 1st injury report, work orders, new employee orientation.

Departmental budget, On-boarding of physicians, Physician Utilization Reports,

Seniority Reports, Service Recovery for the MOB, review monthly collections and audits.

Action plan submitted to increase collections. Attendance review for three departments,

attend Manager's meetings. Individualized scores given to receptionists for collections

and customer service if low scores develop action plan to improve scores. Developed and

implemented Standard Behaviors for receptionists. High 2013 People Pulse Scores

(94%), train newly hired supervisors. Department has high ASQ scores for quality of

customer service.

CLAIMS ANALYST January 2010 to March 2010

All's Well Temporary Agency (Scan Health Plan HMO

Claims Analyst for the Claims Department (Medicare). Handled claims for on-line

appeals and written inquiry appeals. Identify billing irregularities and incorrect payments,

error trends and payment recovery. Ensured provider billing and claims payment

compliance. Audited claims payment history in accordance with contract/claims policies

and procedures.

CLERICAL SERVICES SUPERVISOR November 2004 – 2009

Kaiser Permanente, Baldwin Park, CA

Managed 300+ employees for Med Surg, OTC, ICU/CCU and SDU Departments,

supervised 25 Ward Clerks. Ensure staffing is appropriate for 24 hour inpatient hospital

operation. Approve/deny employee requests for time off. Ensure deadlines weekly,

monthly schedules for Union Employees (Local #399) UNAC (Nurses) are met.

Assist with payroll duties, order supplies. Update data base daily. Generate month end

reports. Ensure all RN, LVN, CNA licenses are current, Hire terminate or corrective

action of Ward Clerks. Other duties as required by management.

AUDIT QUALITY ANALYST August 08 – November 09

MEMBER SERVICES BELLFLOWER, CA

Assign member complaints/grievances from Corona to Tri-Central Member Services

Health Plan Reps. Compliance Monitoring - Auditing

Complaints/Grievances/ENB/Inquiry/Situation Management cases for HPR's to meet

required 95% quality. If not met set action plan to improve scores. Assist in creating

inquiry cases. Ensured deadlines are met daily for distribution and month end audits for

various Tri-Central operations. Generate reports as requested by Tri-Central Offices.

MEDICAL SERVICES COORDINATOR February 06 – August 08

OB-GYN - BELLFLOWER, CA

Manage 85+ employee schedules. Retrieve daily sick calls, readjust daily schedule for 3

module sites coverage. Approve/deny employee requests for time off. Ensure deadlines

weekly, monthly schedules for Union Employees (Local #399) UNAC (Nurses) are met.

Assist with payroll duties. Assist with other duties as required by management.

OFFICE MANAGER September 2003 – July 2004

Bristol Medical Clinic (Worker's Compensation – Personal Injury), Huntington Park, CA

Manage 18+ employees and managed the daily operations of a multi-physician clinic.

Developed and implemented policies and procedures for front and back office operations.

Ensured effective customer service procedures were in place. Calculated and submitted

employee time sheets and conducted employee performance appraisals. Prepared and

submitted month end physical therapy reports. Developed in-house pharmacy and

pharmacy billing processes and was liaison between patient and attorney. Ensured all

clinic components were in place prior to patient visits.

SKILLS:

Medical Terminology, ICD-9, CPT Codes

Computer Applications: MS Office, Lotus Notes, Word, familiar with Excel, various

billing and timekeeping systems.

EDUCATION:

BBA/Health Care Administration, 2001 National University, Inglewood CA

G

raduated Magna Cum Laude

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