Sales Customer Service
Resume:
ROBIN R. FOSTER
***** ******* **. ~ Carleton, Mi. 48117
Cell: 313-***-**** *************@*****.***
Healthcare Administrative Manager
Accomplished administrative professional with over 10 years’ experience with distinguished performance in the healthcare industry. Consistently recognized by my peers for leadership and high service levels impacting project successes; works well in a team environment and when necessary works well independently. Proactive manager with an exceptional work ethic, driven by integrity, operational performance and best practices. My portfolio of achievements encompasses increasing patient volume and B2B Sales, revenue (RCM), P&L, business development for long-term impact, provider contracting, process improvement and improving brand awareness.
PROFESSIONAL EXPERIENCE
Independent Business Consultant
November 2015-Present
Aided/Created business plan for growing local retail business and technology start-up
Created Social Media Strategy; Researched Markets; Researched and created preliminary budgets for new company growth.
Concerto Healthcare formerly Fidelis SeniorCare, Detroit, Michigan
Regional Administrative Manager, May 2015-Present
Responsible for all administrative support in the implementation, delivery and adherence to standards and operating procedures to all new and existing staff, and providers.
Responsible for hiring fifteen (15) staff to support and supplant the three (3) additional new health centers.
Increased data analytic reporting development to have long term impact for state CMS reporting.
Accountable for all Enrollment Goals and Objectives as well as reporting to state.
Maintain reporting on all clinic financial and performance indicators.
Improved assessment and monitoring of organizational performance to ensure compliance with state and federal regulations and company policies and procedures and continuous improvement around best practices.
Maintain and teach new staff current knowledge of contracts, program policies, service, license agreements, and credentialing.
Developed workgroups to assess gaps in UM Performance for the clinics and field staff.
Fidelis SecureHome, Detroit, Michigan
Clinic Administrator.May 2014 – May 2015
Improved current state of revenue cycle management.
Accountable for all clinic operations management, inclusive of facility, equipment, staff of twelve (12) and six (6) providers.
Increased patient volume AND slashed no show rates from 47% to 23% by restructuring a transportation department.
Decreased member complaints by 87% and reduced patient risk by improving outcomes as a result from restructuring process flows.
Improved work environment for the diverse workforce by providing improved leadership, open communication, morning huddles, team building helped create open door policy to aid in employees feeling as though they have a voice. Motivated team to embrace Fidelis mission.
Prepared monthly P&L statements and effectively monitored financial reports and member enrollment dashboards.
Worked side by side with sales team to increase brand awareness to both the underserved population and to Mental Health facilities, Nursing Home facilities and Medical Providers in the communities.
Provided operational leadership to develop a successful transportation benefit for our members to effectively help them maintain their appointments and reduce the no show rate by 21%.
Proud to be part of the initial team that won a Michigan bid for the MMP Program.
Detroit Medical Center, Detroit, Michigan
Friends and Family and International Services Outreach Coordinator, 2011-2014
Introduced DMC Friends and Family program to ambulatory physician community with intention to increase awareness of referral usage and support positive patient experience.
Developed and managed protocol of need to improve ambulatory relations between physicians, offices and hospital and outpatient sites.
Developed relationships with all of the newly DMC acquired Medical Group physician offices to educate, promote initiative and work to reduce leakage of all ancillaries to outlying competition.
To date, have increased patient registrations in the Friends and Family program an additional 50,000+ members.
Monitors referral patterns of physicians and reports to senior management with integrated process improvement recommendations.
Promotes the program among members of the medical community in order to establish partnerships and affiliations for the Friends and Family Program and the International Services Program.
Leads and directs the work of others promoting a wide degree of latitude and degrees of creativity to engage potential business for the FAF Program as well as the International Services Program.
Sales and Operations Management, 2007-2011
Develop and implement project plans for the Detroit Medical Center Ambulatory EMR Initiative in hospital clinics and private physician offices.
Work with senior level management and selected consultants to collect and perform initial assessment of physician EMR access needs, and collaborate with selected consultants to present initial product demonstration.
Facilitate arrangement of the negotiation of contracts, both internally between the DMC and the solution vendor as well as between the physician and the vendor.
Monitor initial and ongoing training and site level support in adherence to contractual parameters.
Act as the team leader to vendor sales teams.
Work with IS and Medical Affairs personnel on other EMR projects to understand the interaction of data and work flow between inpatient and ambulatory EMR systems.
2005-2006: Managed successful and highly profitable sale of both restaurants to outside buyers, and
returned to school to investigate career in healthcare/medical related field.
PROFESSIONAL EXPERIENCE
CONTINUED
Big Apple Bagel Restaurant, Woodhaven & Allen Park, Michigan 1998-2004
Sales and Operations Management
Owned #1 ranked store by sales volume in United States for two consecutive years.
Launched and built highly successful franchise operation from ground zero to two locations.
Generated $700,000 in annual sales volume in first year of business, largely from business client base including doctors, nurses and pharmaceutical sales representatives.
Hired, trained and managed motivated sales and support staff of 10-59 employees.
Developed and presented innovative team training programs on sales and customer service, which became a model in the development of new franchise locations throughout Michigan.
Maintained meticulous performance, sales and activity records to provide detailed accounting and marketing to corporate financial personnel.
Analyzed all financial data necessary to compile reports to consistently monitor profit and loss.
Provided and managed excellent customer relations by responding quickly to potential concerns, and immediately acting to resolve problems.
Gained tremendous experience in management, team building, sales promotion and marketing.
Bouma Betten Construction, Portage, Michigan 1989-1997
Senior Project Manager
Cultivated interior design projects and responsible for seeing projects through completion
Coordinated all levels of projects with our general and sub contractors
Stryker Medical, Portage, Michigan 1987-1988
Sales Coordinator
Promoted Stryker Medical (Bed) products to end user and facilitated the ordering process for sales representatives.
Responsible for promoting and cultivating new leads.
EDUCATION
WAYNE STATE UNIVERSITY/HENRY FORD COMMUNITY COLLEGE, Honors-Level Biology, Chemistry, Anatomy and Related Medical Courses. Qualified for competitive accelerated nursing degree program. 2006.
WESTERN MICHIGAN UNIVERSITY, Bachelors of Arts (BA), Communications. Minor, Sociology. 1987
January 5, 2016
IMMEDIATELY AVAILABLE: Healthcare Manager with a passion for performance
Dear Hiring Manager:
It is with great enthusiasm that I am submitting an application for Administrative Manager for Inter Healthcare. As an administrative professional with over ten year’s experience I know my diverse skills and qualifications will make me an asset to the project team.
As you can see by my resume, submitted herein, I’ve built my career on a variety of industries and roles. Over the past ten years I have provided high-level support to senior leadership in the varied healthcare roles and across functional areas. I directly reported to Mr. Mike Duggan, then president of DMC, and was responsible for the financial metrics of the then newly launched Ambulatory EMR program. I am now seeking a position that will make the most of my managerial, administrative, customer service and business development experience. A most recent role as Michigan Clinic Administrator for Fidelis SecureCare. I was responsible for monitoring all quality and financial performance of the two divisions and collaborating with the insurance division to ensure that our ever changing targets were met.
I am confident, have excellent leadership experience as well as over 8 years experience in network and administrative management. I lead all departments within Concerto Healthcare to adhere to and monitor compliance of Medicare and Medicaid policies and drive development of new procedures as we were in the midst of tripling company size and building out three more medical clinics in the metro Detroit area. Concerto Healthcare, formerly Fidelis SecureCare, is one of the state of Michigan’s ICO’s and maintaining compliance within all areas was paramount.
I do hope we would have an opportunity to discuss my experience and qualifications further.
Sincerely,
Robin Foster
*************@*****.***
P.S. . Thank you for taking time to review my cover letter. I sincerely believe I’m a perfect fit for this position and your company. I would welcome the opportunity to prove this to you by scheduling an interview at your convenience. Please call me at 313-***-****. I look forward to speaking with you and thanks again for your consideration.
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