Customer Service Manager

LORETTA R. MURIEL

OBJECTIVE

To utilize experience in an organization where above average performance, loyalty and dependability are rewarded with in-house growth opportunities.

SUMMARY QUALIFICATIONS

Broad range of experience in healthcare that has included community outreach, customer service, data management and administrative positions. Accustomed to excelling in fast-paced environments where deadlines are a priority. Key strengths and achievements have include:

Well-developed interpersonal communicational skills and the ability to interact with diverse range of personalities.

Well versed in study enrollment, data entry and clinical documentation review

Served as member of IRB and ethics committee of large teaching hospital

Peer nominated employee of month five times, for outstanding team work

Exceptional organizational, time-management, communication skills.

Flexibility to adjust to rapidly changing schedules and shifting priorities including the ability to complete high-level projects, while maintaining strict confidentiality.

Critical thinker who sees problems as an opportunity for improvements.

Quick learner of new systems.

Proficient in medical terminology and medical documentation review

Extensive knowledge of insurance authorization process and appeal process.

Excellent presentation skills, nominated by senior management to present at several multidisciplinary grand rounds on quality patient/customer care.

OFFICE PROFICIENCIES

Microsoft Office, Eclipsys, Vista, Emergi-Soft, EMR (Kareo, Clynx)

PROFESSIONAL EXPERIENCE

Neurology and Neurodiagnostic, PA Livingston, NJ

Office Manager (Part Time)

3/2016-Present

Manage contracts and price negotiations with office vendors. Initiate provider treatment plan for PIP precertification. Organize office day to day operations of medical practice. Appeal payment and or service denials. Oversees billing with outsourced provider. Ensure patient records are current and accurate. Ensure compliance with current healthcare regulations and privacy laws. Make daily deposits. Liaise with auto insurance providers for prior authorization of specialized medical treatment.

PGP, LLC Matawan, NJ

Applied Behavioral Assistant (per diem)

3/2016-Present

Provide in home behavioral modification to children, adolescent and caregivers utilizing a strength based modality. Document therapy encounters in Children System of Care database. Coordinate services with county care managers and DCP (NJ child protection agency)

New York Presbyterian Hospital White Plains, NY

Mental Health Worker

8/2013-2/2016

Served as Care Champion to promote quality patient care through employee engagement. Facilitate daily therapeutic groups focusing of building strengths, reducing stressors and healthy communication. Monitor milieu for patient safety. Participate in multidisciplinary treatment team planning. Serve as resource for peers.

Trinitas Regional Medical Center Elizabeth, NJ

Mental Health Screener

9/2005-04/2013

Conducted clinical interviews assisted with psychiatric evaluations of adults/children/adolescents in acute psychiatric crisis. Coordinated referrals and educated patients/families in community based mental health resources.

Loretta Muriel

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Served as educational resource liaison to school districts. Served as member of Traumatic Loss Coalition following traumatic incidents throughout county. Completed insurance verifications and pre-certifications.

Youth Case Manager

09/2004-09/2005

Worked with local children protection agency and courts in designing and directing behavioral modification plans that met the needs of children/families. Revised/updated progress notes and treatment plans including clinical summaries for presentation to residential facilities.

In Home Therapist (per diem)

09/2004-09/2005

Worked with clinical supervision team in implementing and application of behavioral plans.

Emergency Room Patient Advocate/Liaison

03/2002-09/2004

Served as point of contact to investigate, resolved and documented specific patient and/or visitor complaints. Developed and implemented policies in customer service, education and accountability

University of Medicine and Dentistry of New Jersey - University Behavioral Health Care Piscataway, NJ

Activities Assistant/Mental Health Specialist

04/2004-07/2013

Facilitated therapeutic groups focusing of building strengths, reducing stressors and healthy communication. Monitored milieu for patient safety. Participated in multidisciplinary treatment team planning. General intake assessment including vital signs, and orientation to unit.

Peer Review Organization of New Jersey East Brunswick, NJ

Coalition Builder

01/2001-12/2001

Collaborated with local health department to develop, monitor and evaluate CMS targeted health initiatives. Interpreted data and trends. Composed visit reports. Presented collected data to team leaders, management, NJ Dept. of Health and Senior Services and CMS.

Newark Beth Israel Medical Center Newark, NJ

Conflict Manager/Patient Representative

10/1993-11/2001

Served as point of contact for patient/visitors complaints. Developed a relationship with medical units to build and sustain a patient/customer focused culture. Analyzed complaint/grievance data and reported findings to Risk Manager and Senior Management on monthly basis. Served as resource to questions regarding Advanced Directives and Health Care Proxy.

Provided Notary services as requested. Served as member of Ethics Committee to safeguard the rights, safety and wellbeing of clinical trial subjects.

Radiation Oncology Data Manager

09/1984-10/1993

Presented cases during Tumor Board Rounds. Member of Ethic Committee. Verified that data entered onto CRF’s is consistent with patient clinical notes. Collected completed CRF from participating oncologists, pathologists and surgeons. Assisted in identifying an investigator to be responsible for the conduct of the trial. Ensured the CRF and supporting documentation mailed/faxed and submitted in timely manner. Assisted physics in completing NRC disposal documentation for radioactive materials.

PROFESSIONAL CERTIFICATIONS

Basic Cardiac Life Support (BCLS)

NJ Department of Health and Human Services Strength and Needs Assessment

Union County Traumatic Loss Coalition Certification

State of New Jersey Domestic Violence Certification

CADC pending August 2016

EDUCATION

AA Business Administration – Roberts Walsh School of Business 1980

References furnished upon request

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