Customer Service Management
Resume:
Mary Nissen EXPERIENCE
May ****-Current
**** ******** ***** ******* *******, Graceworks Lutheran Services
Kettering, Ohio 45429
Administrative Assistant, Administrator
> Physician, physician assistant and nurse practitioner credentialing.
****.******@*****.***
> Draft, update and track departmental and program policies and procedures
facility wide.
> Pre-certify admissions to the skilled nursing facility and provide case
management to Medicare HMO plans.
> Administration
> Point of contact for states surveyors for both annual and complaint surveys.
> Healthcare > Complete admission paperwork for new resident admissions to the
rehabilitation center.
> Credentialing
> Renew facility license annually with the Ohio Department of Health.
> EHR > Handle all administrative tasks for the facility administrator.
> Participate in Performance Improvement projects and meetings.
> Case Management > Interact with VPs, department directors, physicians and other high level
> Policies and Procedures executives on a daily basis.
> Create spreadsheets and ensure accurate reporting of facility data and goals.
> Information Systems > Draft communications from the facility administrator to families and staff.
> Regulatory Requirements > Update and track balanced score card data on a quarterly basis.
> Provide training to physicians, physician assistants, nurse practitioners, fellows,
> CMS medical residents and all other medical staff in the use of the electronic health
> HIPAA record system.
> Screen calls and messages to the facility administrator. Handle appointment
> Patient Management scheduling and calendar management.
> Answer calls, keep detailed digital and paper filing systems and provide
> Communications
continued support to administrator and administrator’s direct reports.
> Client Relations EHR Build Team (May 2012 to December 2012)
> Problem Solving > Teamed with two other employees to build and implement the electronic
medical records system.
> Customer Service > Trained clinical and administrative staff on new electronic system.
> Built and customized forms and other data within Answers on Demand
electronic health record software.
> Updated policies to meet the demands of the company in regard to the new
records system.
> Implemented electronic physician documentation in 2014 for MBA Capstone
project.
January 2010-May 2011
Dayton Children’s Medical Center
Emergency Room Registrar
> Handled and oversaw patient registration.
> Interacted with numerous patients and clientele daily; supervised patient co-pay
collections.
> Worked with insurance customers to coordinate and verify patient payments
and coverage.
> Member of, and participated regularly in, the Emergency Department’s Unit
Council.
> Actively trained new employees.
May 2008 – January 2010
Miami Valley Hospital
Patient Accounts Associate
> Performed various customer service duties; resolved any client account
problems.
> Handled collection of payments; followed up with insurance companies for
timely account processing.
> Member of the Policies and Procedures team.
> Department trainer. Trained and mentored new employees.
August 2006 – May 2008
Alternate Solutions Homecare
Medicare Billing Specialist
> Organized, compiled and sent all financial billing claims to Medicare; posted all
payments.
> Followed up with Medicare to resolve any problems with claims.
> Coordinated scheduling and daily activities for home health aides.
> Met and exceeded collection and billing goals for five consecutive quarters.
EDUCATION
MS, Management and Leadership (projected graduation 2016)
Western Governors University
MBA, Healthcare Management (2014)
Western Governors University
Bachelor of Science, Human Resource Management (2011)
University of Phoenix
Associate of Arts, Accounting (2009)
University of Phoenix
OTHER NOTIBLE SKILLS/EXPERIENCE
> Created and currently running a home-based sewing business, RbyMx
Handmade, specializing in customized children’s clothing and furniture, as well
as seamstress services.
> Extensive experience in Microsoft Word, Excel, PowerPoint, Outlook and most
Windows based programs.
> Trained and experienced in Epic health systems.
> Highly knowledgeable in regulatory and compliance measures with the Ohio
Department of Health.
> Completed MBA Capstone on the topic of implementing physician
documentation in the electronic health record.
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