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Customer Service Management

Location:
Seattle, Washington, United States
Posted:
October 11, 2016

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Resume:

Deborah Laley-Hogle

acw0hc@r.postjobfree.com

**** ***** *** ** 360-***-****

Olympia, WA 98512

Qualification Summary

Detail-oriented, efficient and organized professional with extensive experience in Surgical Services operational management, business, supply chain, EMR training, deployment and optimization support.

Possesses exceptional supervision, leadership and training experience.

Possess strong analytical and problem solving skills, with the ability to make well thought out decisions.

Resourceful in the completion of projects, effective at multi-tasking.

Experienced in writing and interpreting policies, procedures and processes.

More than 25 years in the health care field both in clinical, business and information services roles.

Excellent written and verbal communication skills.

Highly trustworthy, discreet and ethical.

Professional Objective

Opportunity leading to demonstration of my combined work experience and educational accomplishment.

Professional Experience

Providence Strategic and Management Services

System Revenue Integrity/CDM Analyst

SEPT 2014 – SEPT 2016

Daily operational Revenue Integrity analytics responsibilities including, but not limited to;

Charge Router and Charge Review WQ monitoring and collaboration with Epic Systems, CDM and additional application analysts to provide root cause analysis for break/fix events.

Maintain charge capture standards across the system, including varied Epic Application and charging methods.

Acts as a subject matter expert for charge review and charge capture for assigned services lines, and provide ongoing education to departments on procedures to maintain compliant charge and reconciliation process.

Assists services lines with standardizing charge capture process and builds and Chargemaster request for changes.

Implement Medicare/Regulatory or coding EAP updates to modify and create work sheets and workflow processes to ensure the charging compliance around charge capture.

Participation in Revenue Cycle Compliance/CDM governance council as a subject matter expert.

Perform self- directed and customer requested audits, analyze audit results and create recommendations for improving the standardized Chargemaster and charge capture process.

Responsible for analyzing requests and providing maintenance for Epic All Procedure codes (EAP’s)/Fee schedule (FSC) changes/additions. Collaborate with Epic applications for timely and accurate completion of updating Chargemaster and charge capture process. Monitors data for price variances and follows up with departments as appropriate.

Conduct a yearly CPT/HCPC code and FSC update system wide partnering with Revenue Integrity, Epic team(s), and Regional or Ministry Finance Departments.

Participation in Epic CDM and Revenue Integrity deployments, optimization projects, and ongoing operational functions.

Provide departments with updated CDM files for their charging reconciliation and education process upon their request or when changes occur.

Credentialed Trainer – Epic Inpatient Nurse /OpTime/Anesthesia

JAN 2013 - SEPT 2014

Responsible for training Inpatient and Perioperative nursing staff at multiple Ministries.

Responsible for training Long Term Care/Subacute nursing staff at multiple Ministries.

Responsible for Critical Care and Vascular Access training to Inpatient nursing staff at multiple Ministries.

Responsible for training Labor and Delivery nurses at multiple Ministries.

Responsible for training Case Management, Utilization Review, Behavioral Health, Nursing Assistants, Health Unit Coordinators, Spiritual Care Providers and Respiratory Therapy Staff at multiple Ministries.

Responsible for training Anesthesia providers at multiple Ministries.

Deployment support at multiple Ministries.

Providence St. Peter Hospital

Clinical Research Coordinator (Temporary Position)

AUG 2012 - JAN 2013

Responsible and accountable for Medical Research activities.

Critically review study protocols for scientific merit and feasibility.

Assist with development of study budgets, procedures and preparation of regulatory documents.

Recruit and retain subjects for studies, and coordinate study protocols.

Collaborate with study investigators, physicians and other healthcare professionals to support research activities.

Business Supervisor, Perioperative Services

JAN 2010 -AUG 2011

Responsible for business functions of perioperative services including, but not limited to;

Financial analysis, scheduling, supply chain management, charge capture, data management, and charge master maintenance.

Participate in developing annual departmental budgets utilizing appropriate volume and revenue projections.

Identify new opportunities for service enhancement.

Develops and monitors annual supply budgets, including monthly analysis and reporting of variances.

Accountable for developing annual expense improvement/operational efficiency goals.

Assists with the development of a departmental strategic plan complying with organizational guidelines which identifies objectives for increasing market share and volumes.

Responsible for developing and administering policies, procedures and practices related to perioperative materials management and surgery scheduling.

Accountable for the planning, organization, direction and evaluation through which surgical supplies, equipment and material resources are provided to support the effective and efficient operations of perioperative services.

Responsible for verifying and maintaining physician privileges in McKesson Pathways Healthcare Scheduling software.

Oversight of functional quality and integration of McKesson Horizon Surgical Manager and Pathways Healthcare Scheduling.

Provide direct supervision of Perioperative Materials Coordinators, Surgery Schedulers and Health Unit Coordinators.

Serve as chairperson of Surgical Services Cost Savings Workgroup.

Serve as member of PH&S system Value Analysis Team.

Serve as coordinator of PH&S Southwest Regional Therapeutics and Technology Committee.

Lead Materials Coordinator, Perioperative Services

DEC 1999-JAN 2010

Responsibilities include, but are not limited to;

Daily materials operational management in the operating suite, customer service to physicians, staff and departmental leadership, oversee maintenance of patient charge system, cost analysis, cost containment, and cost savings efforts.

Direct supervision of staff employed in Surgery Scheduling, Surgical Health Unit Coordinators and Materials Coordinators. Duties include daily management of staff, annual performance reviews, work schedules, and time card reconciliation.

Oversight of functional quality and integration of McKesson Horizon Surgical Manager and Pathways Healthcare Scheduling.

Research and document FDA clearance for devices utilized for patient care in Perioperative Services. Review and rectify FDA recalls of supplies, devices or instrumentation, including implantable materials.

Responsible for verifying and maintaining physician privileges in Pathways Healthcare Scheduling.

Research requests and provide justification for Capital equipment procurement. Maintain and monitor departmental Capital expenditures.

Maintain, analyze and report monthly operational data for Perioperative Services.

Maintain, analyze and report benchmark data for Perioperative Services.

Serve as chairperson of Surgical Services Cost Savings Workgroup.

Serve as member of PH&S system Value Analysis Team.

Serve as member of PH&S Perioperative Resource Council.

Serve as coordinator of PH&S Southwest Regional Therapeutics and Technology Committee.

Materials Coordinator, Perioperative Services

DEC 1989 -DEC 1999

Responsibilities include, but are not limited to;

Daily materials operational management in the operating suite, customer service to physicians, staff, and management, oversight of maintenance of patient charge system, cost analysis, cost containment, and cost savings efforts.

Research and document FDA clearance for devices utilized for patient care in Perioperative Services. Review and rectify FDA recalls of supplies or instrumentation.

Front-line management of surgical materials and instrumentation.

Certified Surgical Technologist, Perioperative Services

OCT 1981 -DEC 1989

Responsible for all instrumentation and supplies needed to perform surgical procedures in the Surgical Suite.

Present at operating table during the surgical procedure to assist surgeons with supply and instrumentation needs pertinent to procedure being performed.

Education

Bachelor of Science Business Management

Western Governors University, Salt Lake City, Utah

Associate of Science Business Management

Iowa Central Community College, Fort Dodge, Iowa

Certificate of Operating Room Technology

Boise State University, Boise, Idaho

Certification in Resolute Hospital Billing Charge Description Master Management (in process).

Additional Training

Completion of Change Acceleration Process for Leaders.

Participation in Six Sigma/Lean Methodology workouts and Kaizen process.



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