Customer Service Manager

Lorraine Lefavor

*** ******* **, ******, * H ****1

H ome: 603-***-**** - ********@****.***

Professional Summary

Driven and compassionate healthcare professional with many years of hands-on experience in fast-paced

provider office and hospital environments. Accountable and responsible with a strong focus on customer service.

Education and Training

Associate of Arts : paralegal

Hesser College - Nashua, NH

Skill Highlights

Staffing management ability I n -depth claims knowledge

Proven patience and self -discipline Effectively influences others

Conflict resolution Cultural awareness and sensitivity

Patient -oriented Critical thinking proficiency

Personal and professional integrity Proficient in Windows XP,Microsoft office,

Relationship and team building Centricity electronic medical record

Sound decision making PICIS OR manager software

Staff training and development Soarian financials and s cheduling.

Payroll Medical claims management

Auditing, research

denial management

insurance eligibtlity

Professional Experience

Manager

January 2001 t o January 2014

Southern NH Medical Center - Nashua, NH

Managed a busy scheduling department with a staff of 13. The department is responsible for scheduling

testing ( CT, MRI, Ultrasounds, cardiology etc) for patients after discharge and upon request of provider.

de

T he department scheduled approximately 500 appointments per day. My staff also scheduled

m ammograms and confirmed prior authorization was obtained.

Maintained daily scheduling of personnel.

Performed timely evaluations and competencies of staff incorporated disciplinary action when conflict

occurs.

Successfully maintained monthly budget.

Maintained schedule of ancillary departments.

Audit of all scheduled appointments and pre registrations.

Confirmed that health insurance is active and MSPQ ( Medicare questionnaire) complete.

Reviewed and approved time cards for processing by payroll department.

Educated provider offices with any testing changes and scheduling rules.

Worked closely with ancillary departments such as radiology, surgery and provider offices to ensure that

schedules were acceptable and that everyone was on the same page.

Carefully selected, developed and retained qualified staff

Evaluated patient scheduling procedural changes for effectiveness

Created annual goals, objectives and budget and made recommendations to reduce costs.

Administered, directed and coordinated the activities of the department.

Served as liaison between upper m anagement, clinical staff and the provider offices.

Observed strict confidentiality and safeguarded all patient-related information

Designed and implemented flag scheduling process. Schedulers called patients to schedule testing

a ppointment. This replaced the need for calls in and decreased call waiting times.

Designed and implemented on line mammography scheduling.

Office Supervisor

January 1996 t o January 2001

Nashua Urology - Nashua, NH

Maintained provider schedules for two office, 3 provider practice with 1 PA.

Scheduled patient appointments, performed check in and check out procedures.

Assisted with in office procedures ie: vasectomy, bladder scans, cystoscopies, removal of catheters.

Carefully selected, developed and retained qualified staff, as well as trained new staff

Administered, directed and coordinated the activities of the office.

Actively maintained up -to -date knowledge of applicable state and Federal laws and regulations.

Observed strict confidentiality and safeguarded all patient-related information.

Reviewed and approved time cards for processing by payroll department.

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