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Service Representative Management

Location:
Olympia, Washington, 98502, United States
Posted:
October 16, 2016

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Resume:

Marney D Gagnon **** Urquhart St NW

Olympia WA **502

Cell: 360-***-****

OBJECTIVE

To obtain an Administrator role to provide long-term value and growth to an organization; utilizing proven skills in leadership, communication, organizational profitability, creating unified teams and solving complex problems. I’m

A service-focused professional that can lead or support projects thinking outside the box when needed with personal integrity and channeled energy.

EXPERIENCE

Providence St. Peter Hospital, Olympia, WA

Practice Manager - March 2013 – Present

Directly responsible for the operations of the following: 53 Hospitalist for Providence St. Peter Hospital, Physicians and ARNP’s for Mother Josephs, 9 staff for Infectious Disease Clinic, 4 staff for Providence Medical Group Preoperative Clinic.

Budget, AR, and monthly operations review monitoring overall productivity, profitability, and revenue on a monthly basis. Utilizing benchmark data to make decisions/identify opportunities for improvement. Overseeing all coding, billing, documentation, receivables, and collections functions related to the clinics. Credited with increasing hospitalists billing and coding through direct oversight and by creating billing sheets and procedures with a team approach used for daily billing.

Assistant to the Director of the hospitalists program

Worked with other departments and created Service Level Agreements.

Worked with Patient Experience team to improve patient experience

Booking travel arrangements for providers.

Certified in High Reliability for Leaders. Training was focused on patient and team members safety.

Trained in LEAN process and applying LEAN methods to clinic environments.

Providing leadership and professional practice management using EPIC, assuring excellent patient care and consistent standards. Management of policies and practices and productive daily operations. Monitor patient satisfaction scores.

Oversee site purchases of supplies and equipment in a cost effective manner.

Implementation of EPIC- New EMR/Meaningful use, provider enrollment, attestation, PQRI measures, training of the clinical and collector modules with staff and providers. Responsible for fee schedule review and making recommendations as necessary.

Oversee the on boarding process from recruitment of Physicians, ARNP, and clinical staff. This entails credentialing, staffing, equipment, lease review, IT and that HR has been successfully completed.

Clinic Supervisor Providence: - October 2012 – March 2013

Directly responsible for the implementing of service lines for Providence Regional Cancer Center.

Providing leadership and professional practice management using EPIC, assuring excellent patient care and consistent standards. Management of policies and practices and productive daily operations. Monitor satisfaction scores.

Oversee site purchases of supplies and equipment in a cost effective manner.

Implementation of EPIC Super user- New EMR/Meaningful use, provider enrollment, training of the clinical staff on scheduling patients and chemotherapy regiments, and collector modules with staff and providers. Responsible for fee schedule review and making recommendations as necessary.

Lead Patient Service Representative/ Providence: October 2010 - October2012

Serving as a leader to uphold service and operational excellence at Providence Regional Cancer Center; meeting expectations for high-quality and overall satisfaction with effective communication and leadership; presenting information in a clear and precise manner; able to facilitate discussions and build consensus for decision making; effective time management while meeting deadline expectations; Member of the employee activity committee.

Maintain excel files to balance charges, payments, and adjustments monthly for industrial accounts.

Worked with infusion nurses on daily production to ensure patient care, training new hires on reading chemotherapy care plans and responsible to make sure that all Patient Service Representative are appropriately scheduling patients. Called in authorizations for patient procedures, new patient coordinator, and performed quality assurance on 5 clinics.

PROFICIENCIES

EPIC

High Reliability Certified

Microsoft Office Programs

Accountability & ownership of assigned tasks

Ability to build and maintain strong relationships within various levels of operations.

Ability to negotiate without damaging relationships

Ability to manage multiple competing priorities in a fast paced environment

Ability to plan, execute and facilitate meetings and work sessions

Problem-solving skills

Strong oral & written business communication skills

EDUCATION & AWARDS

June 2014 AA for Business Degree from American InterContinental University

November 2015 Bachelors Business Administration from American InterContinental University

REFERENCES

Dr. Dan Byrd Olympia 503-***-****

Dr. Paul Robertson Olympia 360-***-****

Dr. James Lechner Olympia 360-***-****

Jodi Larsen Olympia 360-***-****



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