Customer Service Manager
Resume:
Denise Costa
Reno, Nevada ****1
******@**********.***
OBJECTIVE:
Experienced professional who is seeking to secure a position with a stable and profitable organization, where I can be a member of a team and maximize my management skills.
EDUCATION:
Master of Justice Management – 2015
University of Nevada, Reno- Reno, Nevada
Bachelor of Arts in Criminal Justice-Pre-Law–2011
University of Nevada, Reno–Reno, Nevada
PROFESSIONAL EXPERIENCE:
Human Resources Director –Tahoe Biltmore Lodge and Casino – Crystal Bay, Nevada 2013
Provides technical assistance and guidance to supervisors on personnel matters, to include performance management, recruitment, discipline, termination, and the consistent and appropriate application of Personnel Policies and Procedures.
Responsible for oversight and direction of the Risk Management and Employee Benefits divisions to include employee medical, dental, vision, disability, and life benefits;
Responsible for drafting new, and updating and maintaining all Personnel Policies & Procedures in electronic and hard copy format.
Reviews and approves disciplinary and termination actions, to include drafting and/or editing of documents.
Responsible for internal investigation, or coordination of internal investigation, of employment-related matters to include sexual harassment claims, employee complaints, and incidents related to grievance, appeal, discipline and termination.
Oversees accuracy of database and personnel files, assuring compliance, efficiency, and confidentiality.
Responsible for coordinating, facilitating and administering the employee grievance and appeal process, consistent with policy.
Responsible for responding in a timely manner to unemployment claims and participates in unemployment hearings.
Reviews and approves job descriptions for reasonable and appropriate job duties, responsibilities and minimum qualifications, to include some drafting and revision of job descriptions.
Provides oversight of the recruitment, selection, and hiring functions.
Provides direct communication and assistance to Executive Officer on administrative issues and organizational structure.
Approves personnel requisitions, personnel actions, position announcements, and other documents as appropriate, in a timely manner.
Coordinates and facilitates training opportunities for management and employees.
Remains current and informed on employment law, regulations, and practices by participating in professional HR organizations, reading relevant publications, attending meetings, conferences, and seminars.
Practice Manager -University of Nevada School of Medicine, ICS – Reno, Nevada 2012-2013
Manage 32 employees who perform clinical and clerical duties for Internal Medicine and Multi-Specialties Department (includes, hiring, disciplinary action, payroll, creating policy, etc.).
Monitor and implement all regulations, which include HIPAA, OSHA, CMS guidelines, MGMA guidelines, and CLIA.
Health Center Safety Office ensuring safety practices are compliant with OSHA and CLIA. Includes, bio-hazardous material and chemotherapy waste.
Organize and prioritize actions, events, timeline, task assignments, and methods for implementation of detailed plans for the practice.
Develop and oversee annual budget for department development, to reduce cost and increase productivity.
Full understanding of the revenue cycle to increase productivity and cash flow.
Experienced in training and implementing premier customer services policies in a medical center environment.
Patient Flow Manager-PPMarMonte Reno, Nevada 2011-2012
Manage all staff performing clinical and clerical activities (includes, hiring, disciplinary action, payroll, creating policy, etc.).
Monitor and implement process for best practice for both front and back office.
Educate and instruct staff to promote an excellent customer service atmosphere for patients and the clients we serve while following mandatory HIPAA standards.
Health Center Safety Officer ensuring safety practices are compliant with OSHA and CLIA.
Provide direct front and back office services to ensure efficient workflow.
Patient Access Operation Manager–Renown Regional Medical Center–Reno, Nevada– 2001-2007
Manage 41 employees, which include Patient Access staff for the Emergency Department and Bed Control (includes, hiring, disciplinary action, payroll, creating policy, etc.).
Have a full understanding of the revenue cycle and denial management to train new employees and educating existing employees to decrease denial rate thus decreasing AR days.
Oversee and maintain division expense.
Develop and oversee the Point of Service Cash Collection to ensure 85% of net potential is collected daily.
Develop processes and policies to reduce patient wait times and increase patient experience scores using the Press Ganey approach.
Complete knowledge of bed placement and oversee bed control processes to streamline a smooth and efficient patient throughput.
Follow all HIPPA, EMTALA, OSHA, and JACHO standards.
PROJECT MANAGEMENT EXPERIENCE:
Designed a centralized training program to improve employee performance in a large emergency room environment. This included job sharing and cross training to ensure all staff was being utilized to maintain less than 3% denial rate.
Designed a process to ensure 85% of net Point of Service potential was being collected. This required training and skill building of Patient Access Representatives and Clinical staff.
Conducted an in-depth analysis of the performance problem and created a check and balance system to assess the success of the program. Including, data, tasks, and personnel analysis.
AFFILIATION, HONORS, AND SKILLS:
The National Society of Collegiate Scholars
Alpha Phi Sigma Criminal Justice Honor Society
Phi Theta Kappa Two Year College Honor Society
Dean’s List: Four Semesters
Phi Alpha Delta (Pre-Law Fraternity)
Treasurer: Responsible for receiving and disbursing funds. Over see all aspects of financial recording, communication, and report back to the club. Written and face-to-face proposals to requesting funds from the Associated Student Union.
Fundraiser Chair: Develop and design fundraiser events that resulted in over $2,000 in revenue each year.
Mock Trials Competitors
Secretary: Responsible for all correspondence and clerical work of the club.
Tort and Insurance Practice Section (TIPS) of the American Bar Association
Witness: 2010 and 2011 trials.
American Sign Language: Four Semesters
Customer Focused. Professionalism. Strong Interpersonal skills.
Business Computer (BC) skills.
Windows NT and 2000.
MS Word. MS Excel. MS Power Point. MS Access. MS Outlook.
Next Gen. Epic. Mysis. SMS. ADP.
Contact this candidate