Customer Service Manager

Will Sullivan

**** ******** *****, *******, ** **030 E-mail: *************@*****.***

Cell: 678-***-**** www.linkedin.com/in/whsullivan

Summary of Qualifications

Skilled in producing favorable outcomes while collaborating with large groups of internal and external stakeholders across multiple organizations

Proven success in project and people management while operating within a highly regulated environment and under strict time and cost restraints

Experience in analyzing, developing and improving operational workflows by reducing costs and resources required Education

Georgia State University, J. Mack Robinson College of Business Atlanta, GA Master of Business Administration, Concentration in Operations Management May 2015 The University of Georgia, Terry College of Business Athens, GA Bachelor of Business Administration in Finance May 2010 Experience

Emory Healthcare Atlanta, GA

Manager, Business Operations 2013-Present

Manage facilities and support services for all Emory Clinic locations across Georgia ($30+ million operating budget, 80+ locations, 2 million square feet)

Areas of responsibility include operating and capital budgets, construction, maintenance, project/transition management, security, life safety, signage, environmental services, patient transportation, valet, mail and copier services, couriers, materials management, bio-medical waste, recycling and regulatory compliance

Extensive experience working and negotiating with vendors/contractors

Strategically managed the 8 FTE expansion of the patient transportation department to increase patient satisfaction by reducing wait times

Successfully completed Joint Commission, AAAASF and CMS compliance surveys of clinics and ambulatory surgery centers

Facilities Specialist/Project Manager 2012-2013

Transition manager for all small and large scale renovations

Automated a space allocation report that reflects budgetary information down to the individual room level for over 1.3 million square feet

Implemented a 24-hour wireless temperature and humidity monitoring system for all operating rooms, pharmacy refrigerators and point-of-care labs within The Emory Clinic

Supervisor of the patient transporters (4 FTE's) that transfer mobility-impaired patients to and from all campus ambulatory care locations and Emory University Hospital

Supervisor of the couriers (3 FTE’s) that deliver medical records to and from 15+ locations across metro Atlanta Operations Analyst I 2010-2011

Operations Development Program

Completed an 18-month leadership development program within the departments of the physician billing revenue cycle: Customer Service, Financial Clearance, Receipts Processing, Accounts Receivable, Specialty Clearance

Re-designed insurance/patient refund workflow that increased the amount of refunds processed by 52% while requiring 25% less time

Completed analysis on Medicare Crossover claims within the Blue Cross Blue Shield Accounts Receivable team. Result was that secondary claims under $15 were written off due to the cost-benefit analysis

Created a new patient budget plan workflow that reduced the amount of paper used in this process by 50%

Co-leader of the project team that managed the organizational transfer of the Department of Human Genetics from Emory University to The Emory Clinic

Managed all aspects of the re-location of 222 employees across 17 departments during a 5 month time frame The University of Georgia Athletic Association Athens, GA Student Assistant 2008-2010

Assisted Football Strength and Conditioning Director in the coordination and execution of workout and training plans

Used leadership skills to create, organize and lead large group through activities

Presented information and positively critiqued athletes to help improve performance Activities

American Society of Healthcare Engineers: Member 2012-Present UGA Athletic Association: Football Player, Linebacker 2006-2008 Scholarships/Awards

Georgia State University Thoben Elrod Scholarship 2013

UGA Student Employee of the Year Finalist 2010

UGA Presidential Scholars Dean's List 2010

Clint Castleberry Scholar-Athlete Award 2006

o Scholarship given to 1 scholar-athlete within the 40 Chick-Fil-A Scholar-Athlete Award recipients

Chick-Fil-A Scholar-Athlete Award 2006

o Scholarship awarded to 40 scholar-athletes within Georgia

UNOVA National Merit Scholarship 2006

Salutatorian - Gordon Central High School 2006

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