Customer Service Manager
Resume:
Tekeshia Austin B.A, M.A
Phone: 347-***-**** E-Mail: ********.******@*****.***
A results driven professional with experience improving organizational performance through tactical execution of financial management, business development, strategic planning, and project management. Expert in directing teams in delivery of exceptional customer service.
Education
Keller Graduate School of Management May 2016
M.B.A Health Services
City University of New York, Brooklyn College May 2014
M.A. Community Health Education: Health Administration
City University of New York, Hunter College January 2010
B.A. Psychology Minor; Sociology
Certificate
Essentials of Project Management June 2012
CITI Refresher training in Human Subjects Research February 2013
Experience
Operations Manager, Lutheran Medical Center December 2013 – May 2014
• Oversaw Luthern Care at Home through management of practice’s day-to-day operations and direct supervision of staff
• Collaborated with the Director of Patient Services in program development and strategic planning
• Served in the implementation of new EMR software in accordance with Meaningful Use Standards
• Developed, piloted, and managed workflow procedures and systems that are responsive to customers and operational needs.
• Prepared annual budget in accordance with fiscal needs and cost analysis
• Provided in-service training to appropriate staff
Project Manager, Research Foundation of City University of New York February 2013 -November 2013
• Managed, directed and coordinated administrative and support staff regarding facilities, equipment usage, work assignment, and IT priorities
• Managed the implementation of the Reducing Disparities In Tobacco Cessation Outcomes smoking cessation study
• Developed standard operating policies and procedures for research study
• Lead recruitment efforts for Randomized Control Trial study
• Furnished research study deliverables
• Ensured safety and compliance in Research of Human subjects in accordance with IRB guidelines
• Communicated with internal and external stakeholders regarding performance
• Collaborated with principal investigator in fiscal analysis, reviewing research budget reporting and reconciling expenditures
Research Coordinator, New York University Clinical Cancer Center May 2011 - January 2013
• Developed Standard Operating Procedure for research study
• Study Coordinator for Radiation Oncology Breast Cancer Research Protocols
• Lead recruitment efforts for Randomized Control Trial study
• Assisted physicians and nurses with patient protocol visits
• Responsible for reporting and presentation to the Cancer Center Data Safety Monitoring Committee
• Managed database for all human subjects and ensuring compliance with all federal, state and local guidelines
• Coordinated the data management of concurrent clinical trials
• Maintained caseload of subjects enrolled in clinical trials
• Monitored subjects data according to planned treatment protocol and records required data
• Coordinated activities pertinent to safeguarding subject’s rights in human research
Research Assistant, New York University Langone Medical Center November 2010 - May 2011
• Conducted brief follow-up phone interviews with students
• Conducted comprehensive 30-45 minute follow-up phone interviews with students and caregivers
Patient Coordinator, Weil Cornell Medical College April 2009 - May 2011
• Counseled patients on pre-visit instructions
• Obtained patient’s insurance verification, referrals, prior authorizations
• Managed patients’ demographic data using IDX-FLOWCAST
• Maintained patients’ electronic medical record within EPIC
• Ordered diagnostic testing as per physician’s request
• Scheduled and confirm appointments for Dermatology visits
• Answered, screened, and directed high volume patient calls
Skills
• Proficient in Microsoft Office, ORACLE, EPIC, INFO-ED, IDX- FLOWCAST, Nortel, ARIA- Patient Manager, Crescendo, 50 wpm Typing
• Educated in Healthcare regulatory agencies such as OSHA, JCAHO, DOH, HIPAA
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