Sign in

Manager Customer Service

Saratoga Springs, New York, United States
October 14, 2016

Contact this candidate


Lisa Marie Giannone

*** ***** ********, *****, ** 12020

Telephone: 518-***-****


Professional Profile

An accomplished management professional; proven abilities in building and managing operations from scratch, writing business plans and exceeding commercial expectations. Skilled in developing comprehensive operations and delivering improvements to services, achieves organizational objectives, utilizes excellent industry understanding, analyses and manages complex information to maximize business opportunities. Consistently meets targets, maintains budgets and develops business plans, demonstrates excellent problem-solving and interpersonal communication skills, thrives under pressure leading and managing teams. Core competencies include:

Business planning Operational management Insurance procedures Strategic planning Staff management and development Marketing Patient services Office management Negotiations Insurance / patient collections Team leadership

Career History

Practice Manager and Spa Developer

Jeffrey R Ridha MD, PC & Sanctuary Spa at Jeffrey Ridha MD, Saratoga Springs, NY 2009 - 2015

Key Achievements

• Successfully created and executed the business plan for Sanctuary Spa which included operational policies, procedures, and services in accordance with organizational objectives

• Increased guest experiences and standards with the analysis of processes and procedures, while increasing departmental operations and exceeding productivity goals

• Successfully doubled practice revenues within the first 6 months and achieved promotion from Collection Manager to Practice Manager

• Effectively restructured the business into a cosmetic practice, implemented new procedures and recruited, mentored and managed staff

Grew the cosmetic/spa operations following implementation of comprehensive business plans, effectively established policies and procedures

• Maximized service standards of the Physician and within the Spa in accordance with patient expectations

• Increased the customer base following extensive contract negotiations with key decision makers from the insurance industry

• Improved revenue levels and reduced inefficiencies with the effective negotiation of insurance claims and with vendors

• Maximized the reputation of the organization with the management of marketing, PR and events, including for the relaunch of both companies

• Improved delay waiting times and maximized patient experiences with the consistent review of data regarding patient flow, wait times and schedules, implemented changes accordingly

• Improved internal operations with the effective redesign of the medical billing system to incorporate the Spa Responsibilities

• Led and managed a team of 15 employees, including, front desk, medical assistants, billing and collection staff, accounts payable and therapists

• Responsible for overseeing the day to day operations and management of the Plastic Surgery practice and Spa

• Provided management for daily office activities, created and maintained staff schedules, payroll and employee benefits

• Developed strategic plans and shared information across the organization which facilitated operational efficiencies

• Managed financial operations, including accounts receivables functions and cash flow and maintained records as required

• Built and maintained effective working relationships with vendors and patients

• Updated the website with new and increased pricing on a regular basis and managed the spa software

• Maintained the skin care and injectable inventory as well as office supplies at optimum levels, placed orders and approved invoices within the medical billing system

• Provided administrative support for the Physician, ensured maximum levels of confidentiality in accordance with best practices


• Managed the recruitment and development of personnel, completed performance and salary reviews and resolved conflicts, updated all relevant documentation

• Accurately produced and updated patient medical records, billing and processing of responses to claimants

• Produced a range of financial reports including billing statements, coordinated deposits and completed banking

• Effectively implemented a range of new systems and procedures which continued to evolve in accordance with client requirements

Accounts Receivable Director

Express Ambulance, Yonkers, NY

1999 - 2003

Key Achievements

• Successfully increased monthly collections from $300,000 to $1m following re-staffing and re-training existing staff

• Collected more than $3m with the resolution of over 3 years of claims which removed a backlog

• Expanded the customer base with the effective negotiation of contracts with key decision makers from insurance companies and hospice providers

• Improved cash flow and resolved seriously delinquent accounts with the employment of an external collection agency

• Increased departmental operations and exceeded productivity goals in conjunction with the Owner and Vice President

• Achieved promotion from Collections Manager position in just six months Responsibilities

• Managed all billing, collections, cash posting and customer service operations for the 911 provider

• Reviewed documentation, maximized cash flow and insurance eligibility for procedures, completed decisions on pre-book calls

• Completed pre-authorizations and processed claims appeals, completed investigations and resolved issues as required

• Conducted negotiations regarding payment arrangements and referred delinquent accounts to the collections agency

• Provided supervision for over 20 Associates, conducted interviews, recruited individuals and determined salary levels, delegated assignments and coordinated vacations and performance evaluations Billing and Collection Manager

Community Medical Transport Inc, White Plains, NY

1997 - 1999

Key Achievement

• Successfully increased monthly collections by over 40% totaling $1.9m, liaising with in-house counsel, coordinated payments and maintained effective relationships with insurance providers Responsibilities

• Effectively responded to patient enquiries and verified a range of information regarding insurance eligibility

• Coordinated documentation including pre-certifications and conducted negotiations for uninsured patients and non-contracted insurance companies

• Communicated effectively with patients and ensured reimbursements for bills including worker compensation, Medicare and Medicaid


• Health Insurance Portability and Accountability



• Prime Pay

• Nextech

• Time Management

• Cynosure

• SkinMedica

Hospitality Management

Monroe College, New Rochelle, NY (1994)

Further Details

IT proficiency:

Nextech medical software, Prime Pay payroll, Microsoft Office including Word and Excel, Wordpress

Contact this candidate