Customer Service Registered Nurse

CYNTHIA L. MUSTO, RN, MA, LLP, CAADC

*** ***** **** ** *** 114 Alameda, CA 94501 *************@*****.*** 616-***-****

CLINICAL DIRECTOR/SUPERVISOR

Highly qualified professional with extensive clinical, managerial, and staff leadership experience resulting in high-performing medical units with exceptional quality and service standards. Develops and executes programs to improve productivity, profitability, and effectiveness with a focus on patient care. Collaborate as part of cross-functional teams to meet the needs of patients in demanding environments. Applies solution-oriented approaches to resolve conflict, manage staff, and work with strategic partners to achieve optimal results. Extensive knowledge with EMR, Managed Care, Medicaid and Medicare.

SUMMARY OF QUALIFICATIONS

Registered Nurse licensed in the State of California and Michigan

Public Health licensed Nurse in the State of California

Master’s degree in Psychology and Education with certification in Substance Abuse

Nursing Post Graduate,Certificate ASRM

Over 15 years of extensive cross-functional leadership experience as a supervisor and administrator

Over 30 years working in outpatient services with physicians, therapists, and office staff

Skilled with auditing, education, credentialing, and navigating over 30 insurance companies, both medical and behavioral health systems, including FDA, Medicare, Medicaid, NCQA, Joint Commission, AAAA and COA

Extensive background in strategic planning and budgetary responsibilities, facilitated continuous process improvements to advance performance, efficiency, and productivity

Outstanding leadership and team building strengths that generate optimum productivity and performance, coupled with the vision necessary to develop and implement successful action plans

Effectively introduced policy improvements, business plans, and staff-development initiatives to drive production goal attainment; ability to resolve staff issues and negotiate productive outcomes

Strong written communication skills having authored funding/grant requests, accreditation standards and training programs

DEMONSTRATED RESULTS/PROVEN METHODOLOGY

Clinical Director – proven track record of effectiveness as a hands-on manager focused on tangible, visible, and measurable results

Direct Patient Care – over 33 years

Human Resources Management – utilized practical knowledge of human resources functions and principles to reach and sustain business goals, enhance work ethic, and strengthen organizational culture

Staffing, Compensation, and Performance Management – facilitated recruitment, interviewing and hiring of new staff; conducted personnel evaluations, and administered all company benefits

Personnel Development – successfully trained staff members and coached teams to productivity, efficiency, and effectiveness, aligning business culture with values.

Managed Care and Case Management review: Extensive history working with a variety of insurance companies such as Blue Cross/Blue Shield, Blue Care Network, Medicare, Medicaid (six different insurance companies), and government contracts to insure measured outcomes are met.

Strategic Planning – developed and introduced new procedures, processes, and best practices applicable in the improvement of operations and human resources management

Accounting – experienced in a wide range of accounting functions, including internal and external reporting

Legal Compliance – wrote and enforced policies and procedures to ensure compliance with corporate, federal, and state requirements

Sustainability – conscientiously seeks opportunities to maximize use of valuable resources, implementing cost and resource saving methods to maintain a green and safe work environment

Acclaim – progressive career success has earned continuous advancement to positions of leadership and increased responsibility based on stellar performance

PROFESSIONAL EXPERIENCE

PACIFIC FERTILITY CENTER, San Francisco, CA October 2013 to Present

Fertility practice dedicated to providing patients with reproductive, endocrinology and infertility needs with the commitment of best practices and by supporting our patients with compassion, expertise and innovation.

CLINICAL STAFF DIRECTOR

Manage the operation of the Clinical Department. Oversee the management of operations and performing human resource functions, including planning, assessing, monitoring and improving nursing care. 34 direct reports, including RN’s, LVN’s, MA’s and Coordinators.

Manage daily office and clinical operations, planning and coordinating workflow to enhance patient care and patient satisfaction

Evaluate candidates and hire personnel

Conduct performance evaluations at appropriate interval

Develop medical practice policies & procedures

Ensure the ongoing process of performance improvement within the medical practice & promotes the active participation of staff and practitioners in these practices

Ensure that medical practice is in compliance with all credentialing agencies including FDA and AAAA

Drove performance by conducting staff training and development as well as mentoring team to implement excellent patient services and best practices

Determine the workflow of the practice, implement and create standards of process and workflow.

Provide customer service, solves complex patient complaints, train and supervises staff on customer service skills

Ensure Standard Operating Procedures are properly administered for optimal patient outcomes

Monitor routine patient assessments as necessary, and assist physicians with in-office procedures

Ensure safe operation of medical equipment by monitoring personnel for use of proper technique and ensure routing maintenance is performed

Participate in both clinical and administrative meetings; work in a collaborative relationship with physicians, managers & employees

ARBOR CIRCLE, Grand Rapids, MI June 2008 to June 2013

Outpatient Counseling Center providing patients with mental health counseling, substance use treatment, case management and family development programs.

SUPERVISOR/PROGRAM MANAGER

Supervised day-to-day operations of therapists, psychiatrists, physicians, PA, nursing staff and support staff in all areas of behavioral health and substance abuse, including intensive outpatient program and psychiatric services for children and adults. Over 3,000 patients served in an outpatient setting per year

Evaluated candidates and hired personnel

Conducted performance evaluations at appropriate intervals

Developed policy and procedures for Quality Improvement

Worked with Medicare, Medicaid and various insurance companies to provide managed care for the patients served at Arbor Circle.

Managed quarterly audits of patient files for all funding sources.

Ensured Joint Commission Accreditation and all insurance company funding through team audits and insurance company audits and reviews.

Served as “Train the Trainer” for Outpatient clinical staff in Electronic Medical Records

CATHOLIC CHARITIES, West Michigan, MI 2001 to 2008

A community-based agency providing programs in Western Michigan, and offering a variety of services ranging from prevention and education to crisis intervention.

PROGRAM DIRECTOR

Oversaw operations of staff in 13 offices in 4 counties.

Evaluated candidates and hired personnel.

Conducted performance evaluations at appropriate intervals

Worked with Medicare, Medicaid, Priority Health, Blue Cross/Blue Shield, and various insurance companies under facility contracted rates. Cases reviewed on a regular interval with staff to ensure meeting goals within contract expectations.

Obtained substances-abuse licenses for all four counties through the state of Michigan

Wrote funding requests to United Way, Michigan Department of Corrections and Michigan Prisons Re-Entry Initiative grants and Spectrum Healthier Community

Assisted in creating prevention quality indicators for a new organization and wrote Council on Accreditation standards for 2006 and 2009 audits

Facilitated and implemented Department of Correction Outpatient Services (serving 638 client participants in 2007-2008)

Directed Michigan Prisoner Re-entry Program for Patient Advocate Pilot Program under a SAMHSA grant

Developed collaborative relationship in Kent County and State of Michigan of Corrections

ADVANTAGE HEALTH (NOW MERCY HEALTH), Grand Rapids, MI 1986 to 2001

Non-profit health care provider and hospital system

THERAPIST 1994 to 2001

Treated a diverse group of clients of all ages with matters including: -post-partum depression

chronic illness, chronic pain, and cancer conditions requiring psychological intervention

Led groups in stress management, compassion fatigue and learning to cope with chronic illness

Participated in committees including quality assurance and policy & procedures

Aided in creating a behavioral-health manual and worked to gain Joint Commission accreditation

NURSING SUPERVISOR 1986 to 1995

Managed an office with approximately 10 nurses and MA’s

Evaluated candidates and hired personnel.

Conducted performance evaluations at appropriate intervals

Developed Annual Budget for clinical department

Created and taught childbirth classes, parenting & childcare sessions and conducted child visits

Instructed patients in the methods of how to care for diabetes and hypertension

SPECTRUM HEALTH, Grand Rapids, MI 1983 to 1986

Non-profit integrated, managed care health care organization

Lamaze and Breastfeeding Instructor, Labor and Delivery, Post-Partum and NICU

Taught classes for new parents of high-risk babies, vaginal birth after Caesarean section (VBAC), cardiopulmonary resuscitation (CPR) and safety

SAINT JOSEPH HOSPITAL, Pontiac, MI 1977 to 1983

Direct Patient Care –Med-Surgical, Labor and Delivery and Post-Partum

Letters of Reference available upon request

EDUCATION AND TRAINING

Masters of psychology in counseling education and counseling psychology

Western Michigan University

Bachelor of Science: Nursing

Madonna University, MI

Holistic Certification Program

Western Michigan University

ASRM Nursing certification program (November 2015- no expiration date)

BLS certification (valid until Feb 2018)

ACLS Certification (valid until Feb 2018)

Charter Member West Michigan Asian American Association

LICENSURE

State of California: Registered Nurse Licensed Number: 846746

State of California: Public Health Care Nurse Licensed Number: 543448

State of Michigan: Psychologist – Limited Masters Licensed Number: 630100957

State of Michigan: Registered Nurse Licensed Number: 470-***-**** in active

Certified Advanced Addiction Counselor (CAAC) 3-11-08; Re-Certified Advanced Alcohol and Drug Counselor (CAACD) 2012

State of Michigan: Certified Clinical Supervision (CSS-M) 7-09; Re-Certified 2012

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