Customer Service Manager

Mark Rollins

**** ******** ****, ********* ** ***17

Cell: 615-***-**** - *************@*****.***

Professional Summary

Twenty Five years in Medical managerial roles in healthcare settings. Extensive experience recruiting, developing and

managing clinical staff. Experience at planning and organizing activities consistent with organizational goals and missions. Superior Customer Service Skills, Finance (P&L), Medical billing experience

Skill Highlights

Staffing management ability Strong clinical judgment

Proven patience and self-discipline Problem resolution ability

Motivation techniques specialist Extensive medical terminology knowledge

Confident public speaker Patient/family focused

Conflict resolution Listening skills

Patient-oriented Staff management

Personal and professional integrity Exceptional multi-tasker

Financial aptitude Operations management

Relationship and team building Policy/program development

Sound decision making Staff training

Staff training and development Cost reduction and containment

Effectively influences others Multi-site operations

Cultural awareness and sensitivity Staff retention

Critical thinking proficiency

Fundraising and major donor development

Inventory control

Finance / P&L

Professional Experience

Facility Administrator

January 2011 to October 2015

Davita - Knoxville, TN

•Financial Management - Participate in budget formulation and review concerning personnel and scheduling needs with

patient load.

•Patient Care Management - Meet monthly with Medical Director to review facility clinical outcomes, water culture

results, staffing, and any other facility issues. Maintain communications and continuity of planned care. Ensure

development and implementation of policies, Maintain open communication with physicians, and other health care

professionals regarding patient care. Develop rapport with patients and manage patient concerns appropriately.

•Teammate Management - Provide work direction for Nursing, Technical, Office and Biomedical teammates. Plan,

Organize and supervise the staff to ensure high quality patient care according to company policy. Manage teammate

relations issues appropriately, Maintain teammate records to include written performance evaluations. Performance

Development Reviews. Help incorporate Fun into the working environment.

•Risk Management - Ensure Compliance with policies and procedures in accordance with State and Federal

Regulations for patient care and services (HIPPA, CMS, OSHA or other governing agencies. Internal Audits,

•Facility / Equipment Management - Ensure equipment and supplies are maintained to provide quality care and to

ensure the safety of patients and teammates. Identify and plan prompt corrective action for any issues with building safety

or equipment.

•Quality Improvement and Facility Management Meeting (QIFMM) meetings with follow up on POC for corrective

actions.

Operations Manager

March 2007 to January 2011

Laboratory Corporation of America - Nashville, TN

•Financial Operations - Worked directly with director for assurance of met goals with operating expenses.

•Teammate Management - Provided direction to Supervisors and staff. Managed or assisted in management of all

teammate employment areas such as hiring, promoting, job performance and terminations. Performance Development

Plans, Performance Issues, Coaching, Mentoring.

•Facility Management - Created and implemented training modules, staffing templates. Monitored production goals,

Originator for all branch operating procedures, Investigator over all Critical Care Concerns, Responsible for facility

maintenance and planned prompt corrective actions for any issues.

HIPPA regulations and Compliance – Directly responsible for assuring all HIPPA regulations were met according to Medicare guidelines.

SOX – As part of operations and overseeing site, my duties for Corporate Fraud was to ensure no measures were taken at the branch level by team members for misrepresenting the company primarily pertaining to coding and insurance violations.

Risk Management – Assurance that all patients clinical labs, requisition’s, Diagnosis and reports were maintained at the highest quality and no PHI was shared with anyone other than the physician for which the order had been placed.

QA Supervisor / Marketing

2005 – 2007 – Woodbury Clinical Laboratories – Supervisor over Specimen processing and Lead Sales person for marketing dept. Responsible for client billing review and corrections. Resigned due to greater opportunities with LabCorp.

Phlebotomy Manager

2003 – 2005 – PathGroup Laboratories – Started as Phlebotomy and promoted to Supervisor then to Manager. Managed a team up to 50 teammates. Position was eliminated and Realigned with Territory Supervisors.

Customer Support

2002 – 2003 – Esoteric Laboratories – Provided direct Customer Support to Laboratory clients. Left position for promotion offered at pathgroup.

Marketing – Account Management

1994 – 1997 – Specialized Assays Laboratories – Account Manager to maintain superior client satisfaction and managed attrition to reduce loss of laboratory clients. Responsible for monthly client billing audits, corrections, adjustments. Company was unstable and went through four buyouts within 5 years.

Customer Service Supervisor/Manager

1990 – 1994 – LabCorp – Manager of Customer Service Department to provide excellence service to Laboratory Clients, Including Laboratory testing requirements, Reporting, Client billing, corrections and adjustments.

Education and Training

High School Diploma : General, 1981

Riverdale - Murfreesboro, Tennessee, USA

Member of Beta Club Club. 3.25 GPA

References, Available upon Request.

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