Customer Service, Project Management, Data Analysis

SAMANTHA CHAN

**** ***** ***** ******, *******, Illinois 60616 • H: 312-***-**** • C: 312-***-**** • ********.******@*****.***

PROFESSIONAL SUMMARY

Achievement-driven Data and Cost Analysis with a demonstrated history of producing accurate and timely

reports.

Ambitious financial professional with excellent analytical and problem solving skills.

Motivated customer service specialist with over 15 years of experience in a fast-paced, team-based

environment.

Driven to exceed customer service goals and build long term relationships with customers. Delivers

positive experiences through high-quality customer care.

SKILLS

Attention to detail Multi-tasking

Cost analysis Negotiating

Customer service Prioritizing

Database management Problem solving

Data analysis Project management

Effective communication Staff education

Flexible team player Strong organization

Microsoft applications software Time management

WORK HISTORY

Executive Assistant

Northwestern Medicine - Chicago, IL 09/2013 - Current

Provide quality administrative support to Vice President of Revenue Cycle and Director of Admitting and

Registration department

Efficiently manage the executive calendar to ensure all appointments are scheduled accurately and timely

Identify and report variances to both the Vice President and Director

Maintain and update financial procedure manuals to ensure its accuracy

Responsible for maintaining department personnel files, mandatory certifications/licensures, and track

continuing education requests

Communicate (verbal and written) with a wide range of departments, employees, vendors, and physicians

effectively and serve as a liaison on behalf of the Vice President and Director to foster strong working

relationship

Utilize advanced Microsoft Office applications to design and to layout presentations professionally and

accurately

Compose and type correspondence, memos, and minutes from oral dictation accurate and in a timely matter

Precisely record transcription, shorthand, or rough draft

Transplant Contract Specialist

Northwestern Memorial Hospital - Chicago, IL 01/2008 - 08/2013

Confirmed over $2.7 million in patient account adjustments

Processed over $3 million monthly medical claims and follow-up on account receivables

Prepared tracking and data tools for reimbursement specialists to better monitor on account receivables

Developed spreadsheets to track and analyze data for process improvement projects

Prepared tracking tool for transplant financial liaisons to track volume and patient benefits eligibility approval

dates

Prepared quarterly average cost reports for cost analysis

Coordinated insurance payer website trainings, orientations, and meetings

Coordinated and organized insurance payer site visits in order to maintain in-network status

Functioned as the liaison between transplant center data coordinators, clinical departments, quality

departments, and insurance payers to satisfy annual re-credentialing transplant network requirements (i.e.

Center of Excellence, The American Society for Blood and Marrow Transplant)

Maintained a centralize database of Letters of Agreements between insurance payers, Northwestern Memorial

Hospital, and Northwestern Memorial Faculty Foundation

Maintained a centralize database of insurance payer contracts, contract rates, and contract terms

Prepared and maintained Single Case Letter of Agreements for self-pay patients

Participated in drafting process of transplant contract languages, rates, terms, and conditions

Participated in process improvement projects to better improve work flow

o DMAIC: Improving the Accuracy of Transplant Registration, NMH, 2011

o DMAIC: Solid Organ Transplant Organ Acquisition Charge and Billing Accuracy, NMH, 2010

o The Transplant Financial Liaison: A Comprehensive Team Approach to Removing Patient

Access Limitations While Identifying Reimbursement Options, UNOS Transplant Management Forum,

Abstract/Poster presentation, 2008

Administrative Secretary

Northwestern Memorial Hospital - Chicago, IL 03/2007 - 01/2008

Provided general secretarial administrative support to the manager and staff of the Transplant department

Managed departmental and conference rooms calendar efficiently to ensure all appointments are scheduled

timely and accurately

Composed and typed correspondences and memos accurately and professionally

Provided a well organized calendar management support to the transplant manager

Prepared and distributed meeting materials

Generated approximately $300,000 in purchase orders

Customer Service Coordinator

Northwestern Memorial Hospital - Chicago, IL 01/2002 - 03/2007

Established and maintained relationships across various clinics and patient care departments to provide

extensive customer service for patients and health care professionals

Supported patient satisfaction initiatives by addressing and resolving patient inquiries or concerns

Maintained friendly and courteous patient customer services to increase overall patient satisfaction

Scheduled appointments for patients and physician offices in a timely manner

Participated in process improvement project and successfully achieved over 85% of improving customer

service goal

Managed over $1,000 office supplies inventory and printed forms

Patient Financial Services Associate

Northwestern Memorial Hospital - Chicago, IL 11/2000 - 01/2002

Reconciled approximately $500,000 monthly employee ticket sale transactions

Processed average $55,000 in daily bank deposits

Assisted department manager in transaction analysis and auditing

Generated daily and monthly revenue reports to better monitor employee benefit ticket sale transactions and

volume

Maintained and tracked over $200,000 in discounted tickets inventory for employee purchase

Book Clerk

KFT DPM, LLC - Chicago, IL 06/2000 - 11/2000

Executed estimated daily average of $500,000 stock option orders quickly and accurately on Chicago Board

Options Exchange trading floor

Obtained trade order prices for market traders and investment firms promptly and accurately

Reconciled average of $500,000 in option trade transactions daily

Price Reporter

Chicago Board Options Exchange - Chicago, IL 01/2000 - 06/2000

Disseminated last sale price in terminal accurately and efficiently

Addressed and answered inquiries from market traders and brokerage firms promptly and efficiently

Trained average three new employees monthly at stock market index option trading area

EDUCATION

Bachelor of Arts: Finance with Minor in Business Economics

Ashford University - Clinton, IA Current

Emphases in Finance and Economics

Member, Golden Key International Honour Society

Member, Alpha Sigma Lambda Honor Society

Grade Point Average: 3.96/4.0

High School Diploma:

William J. Bogan High School - Chicago, IL 1989

College preparation courses

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