Customer Service Medical

ROBIN A. TUSSEY

*** ********** ***** *****, ** **651 330-***-**** ******@*****.***

Personal Summary

Successful healthcare professional with 30+ years of copious healthcare/medical experience, 21 of them with the same Ophthalmology practice. Possess strong leadership and interpersonal skills. Dedicated to excellence in customer service and patient care. My character reflects perseverance, diligence and integrity, both personal and professional. Skill Highlights:

Excellent Verbal & Written Skills Marketing

Budgets/Financial AP/AR, Payroll

EHR/EMR Bookkeeping, Accounting & Banking

Pharmacology Team Building & Instilling Success In Others Medical Terminology Strategic Planning & Forecasting Records Management Staff Recruitment, Development & Training Mission & Vision Driven Proven Success in Increasing Revenue Professional Experience

VOLUNTEER ~ PELHAM MEDICAL CENTER Greer, SC 05/15-present Knowledge of Patient Portal ~ Get Well Network

Patient rounds on 3rd and 4th floors; educate patient/family about PMC, GWN, pt booklet, meals, etc.. Provide Nursing Unit assistance; also providing care, empathy and compassion to patient and family. CAREGIVER Greer, SC 05/11 - 09/14

Primary Caregiver for terminally ill family member. Devoted efforts to existing and temporary family health issues. Maintained and managed household and budget.

Dressing, bathing, administered medications.

Provided transportation and ambulation.

Performed all household duties and meal preparation. Coordinated medical appointments.

Documented medications and usage.

Insurance claim follow-up.

Assisted in OT and PT in the home.

ROBIN'S NEST Hudson, OH ~ Greer, SC 1987 - Present Business Owner - Novelty Items

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Produce unique handmade items for children, babies and pets which are currently sold in Hallmark stores, specialty shoppes and boutiques, in addition to pet stores and groomers. Analyze business developments and investigate opportunities to determine product demand. Develop and execute marketing and general business solutions to produce exposure and sales. Preserve brand integrity by monitoring the consistency and quality of products. Provide top notch customer service experience to generate a loyal clientele, developing positive relationships through friendly and excellent service and merchandise. CENTER FOR ADULT AND FAMILY MEDICINE Greenville, SC 04/08 -10/10 Medical Practice Manager

Supervised and managed daily operations of clinical team consisting of 4 Providers – Staff of 30. Demonstrated clear written and oral communication skills with physicians, staff, patients/caregivers. Recruited, hired, trained and coached new employees. Handled under staffing, disputes and terminations. Responsible for staff wages, benefits and continuing education. Communicated effectively with physicians to ensure patient satisfaction and compliance. Implemented policies and procedures where none existed. Oversaw all departments, including construction of entire building addition; contracts, trades, design. Financial and Budgeting; Balance sheets, income sheets, use of benchmarks and dashboards. Daily cash drawer reconciliation and banking. QuickBooks, Excel Reconciled company bank, credit card and line of credit accounts. Performed monthly inventory and maintained office and medical supply counts. Ordered supplies, obtained pricing and quotes, prepared purchase requests and maintained expense log. Processed monthly reports for department performance, month end and year end reports. Cross-trained employees which proved beneficial to practice and improved morale. Credentialing, renewal of all licenses and managed care contracts for each provider. Ensured HIPAA/OSHA compliance and updates.

Oversaw Billing Dept.; collections, coding and audits, also Clinical Dept; training, schedules & duties. EHR/EMR: eClinical, Navicure.

Marketing.

NORTHEASTERN OHIO ORTHOPAEDIC ASSOCIATES Akron, OH 01/04 – 11/05 Administrative Manager

Supervised and managed Orthopaedic practice of 8 Providers – Staff of 30 – 5 Locations. Achieved high staff morale and retention through successful/effective communication. Increased new patient referrals to in-house MRI facility by 50% within first 6 mo. 70% in 9 months. Collaborated with media to yield company coverage and promote physicians and their specialties. Financial and Budgeting. Accounting, Bookkeeping and Banking. Daily and weekly cash reports; monitored cash drawers at all sites ensuring 100% reconciliation. Established employee schedules to ensure appropriate clinical and support staff at each location. Conducted monthly staff meetings and in-services to educate and facilitate good communication. Credentialing and renewal of all licenses and managed care contacts & prepared provider reports. Oversaw call center and employees to ensure patient satisfaction goals were consistently met. Cooperated and communicated effectively with providers to ensure patient satisfaction/compliance. Traveled to each location to work with staff which produced good communication and productivity. EHR/EMR; Medent, Next Gen. QuickBooks, Excel.

MEDICAL CONSULTANT Hudson, Ohio 01/01 – 12/03

Independent Contractor

Addressed business related issues of medical facilities and healthcare providers. Financial, budgeting and benchmark implementation and/or improved upon existing methods. Obtained preliminary research and examined existing data available. Gathered and analyzed data, finding recommendations and presented to provider or group. Offered salary, staffing, budgeting and advertising suggestions. Observed billing dept. medical claims flow, collections, time management and aging reports. Provided guidance concerning work capacity of employees upon review. Evaluated billing & coding practices. Identified and resolved potential problems. Educated providers with proper coding and charting through misc audits to prevent future infractions.. SHELBY BUNIN, M.D. - AKRON OPHTHALMOLOGY Akron, OH 01/79 – 10/00 Medical Office Manager - 21 Years.

Managed solo practice of Ophthalmologist – Staff of 5 – 8 during my years of service here. Recruitment and training of staff; evaluations, raises and termination. Retention of stellar staff. Skillfully developed departmental goals, objectives, standards of performance, policies and procedures. Performed jobs in all departments. Ophthalmic Tech, appointment and surgery scheduling, billing, insurance, mail, collections, accounting, customer service, front desk, transcription, operations, tech support, building maintenance, marketing, interior decorator and designer, janitorial, on-call service, liaison, event planner and PR, maintained corporate calendar and physician's personal calendar. Achieved and maintained high staff morale and professionalism through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive workplace. Cross-trained employees, producing beneficial results for practice and positive results in employees AP/AR and Payroll, Banking. Financial, Budgeting and Accounting Employee healthcare, vacations, PTO, workers compensation, staff uniforms. High standard of patient care, education and counseling. Ensured safety and well-being of patients. Assisting in office surgery and non-invasive procedures. Preliminary Visual Screening, Visual Fields, Tonometry, Color Vision, Perimetry, Topography, A-, B Scan Ultrasound, Slit Lamp, Lensometer, Auto-Refractor, Argon/ YAG Laser set-up,

Triage and monitoring of all emergent calls and walk-ins. EHR/EMR: LLS Data Systems, Meditech.

TAXI MODEL MANAGEMENT Cleveland, OH 07/87 - 2010

Model

Runway, Print, Commercial and Video. TV Commercials Local & National Ads. Trade Shows & Conferences

Magazine Covers Charity Benefits

WKYC – Channel 3 Network Fund-raising

DAY-N-NITE ANSWERING SERVICE 911 Dispatch EMT Hudson, OH 04/1972 – 04/1980 Answering Service – 911 Dispatch, Emergency Medical Technician. Answered 100+ lines; Police & Fire Dept. Physicians, Attorneys, Pharmacies, Commercial Businesses Emergency dispatch for 6 surrounding communities; as EMT responded to 911 calls, assessed victim, interpreted limited histories, physical/verbal exams,skilled trauma care and transportation to ER. Education

UNIVERSITY OF AKRON AKRON, OHIO 1976 - 1980

Pursued Nursing Degree

Certified Emergency Medical Technician References available upon request.

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