Customer Service Manager

Leah Ivy

*** ********** ** *******, ** ***** ~ Mobile 731-***-****

*********@*****.***

Experience

Seasoned administrative professional experienced in financial and employee management. Skilled in promoting services and products to both professionals and the community. Demonstrated success in organizations requiring turn-around and / or fine-tuning. Core competencies include leadership, team and staff development, implementing new polices and procedures, employee and community loyalty enhancement, and measurable financial progress.

CERTIFICATIONS & RECOGINITIONS

Center Manager of the Year - 2015

Sales Training / DME / Lincare

Credentialed in States of TN, MO, & KY as a Registered Respiratory Therapist

CAREER PATH

CENTER MANAGER Lincare, Inc. 2013 - 2016

Lincare is one of the nation’s largest respiratory companies, with over 1,100 locations in 48 states. Lincare sets standards of excellence for providing respiratory care, infusion therapy and medical equipment to patients in the home.

Accountable for oversight of all day-to-day operations and oversight of six employees including one clinical employee

Interviewed, hired, trained, and supervised quality employees

In charge of implementing corrective actions within the office

Responsible for the profitability of the center and for implementing and directing cost controls

Monitor Expense Detail reports, Profit and Loss Statements, Management Summaries, and EBITDA % for my location to achieve maximum profitability

Manage sales staff and continue to make sales calls on existing and potential referral sources on a regular basis to promote growth within the center

Communicate effectively with doctors, administrators, directors of respiratory therapy departments, and others responsible for referrals

Direct interaction with physicians and staff on a daily basis

Conduct weekly staff meetings with employees

Implementing Lincare safety programs in compliance with all federal, state, and local regulations that apply to DOT, FDA, and meet CHAP requirements

Supervise compliance programs to ensure all government standards are met

Maintain current board of pharmacy regulations for multiple states

Purchasing equipment and supplies through the central purchasing system

Accountable for growth of the patient base through excellence in customer service

Perform clinical equipment setups in patients' homes as needed

In charge of maintaining a fleet of vehicles by establishing routine preventative maintenance programs

Knowledge of billing procedures for DME, as well as, insurance prior authorization requirements

Routinely travel between multiple states to hire and train new managers and employees

Maintain audit requests for both private carriers and Medicare

Managing overtime and on-call pay through effective territory monitoring

HEALTH CARE SPECIALIST - Lincare Inc, Jackon, TN 2010 - 2013

Responsible for delivery, setup, and education of in-home respiratory equipment, including but not limited to, CPAP machines, home nebulizers, suction machines, humidity compressors, in-home ptINR/Coumadin monitors, and Non-Invasive Home Ventilators

Communicate patient compliance directly to physicians

Monitored patient compliance and satisfaction with products and services via follow up visits and phone calls

Responsible for helping to promote growth within the center by working internal reports, patient follow-ups, and home visits

Completed all clinical paperwork necessary to bill insurance for services and products provided

Controlled cost & inventory by accessing the company CPAP management queue

Traveled to other locations within the region in order to substitute due to vacations, absences, or vacant positions

Assisted with training new hire healthcare specialists

STAFF RESPIRATORY THERAPIST - Dyersburg Regional Hospital, Dyersburg, TN 2009 - 20010

Direct patient care, general floors, intensive care units, emergency department, and surgery

Communicated directly with physicians and clinical staff to provide excellent patient care

General maintenance of respiratory equipment

OFFICE MANAGER – United Insurance Company, Jackson, TN 1989 - 2007

Managed office staff

Balanced weekly policyholder accounts

Collection of monthly premium payments

EDUCATION

Jackson State Community College; Jackson, TN 2006 - 2009

Associate of Applied Science Degree in Respiratory Care Technology; Graduated Magna Cum Laude

REFERENCES

Available upon request.

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