Customer Service Project Manager

William S. Johnston Senior-Level IT Project Manager Visionary ~ Business Development ~ Due Diligence ~ Turn-around Management

470-***-**** ****************@*****.*** 5506 Southlands Ct. Woodstock, GA 30188

www.linkedin.com/in/williamsjohnston

“In each engagement, Bill was extremely skillful at maintaining timelines, communication, and documentation. He also exceled at being able to take very complex internal calls and communicate the findings to the client in terms that were clear and logical to the client.”

~Eric Peterson, R.Ph., Senior Director of Clinical Pharmacy, MedAssets

Analytical and dynamic senior-level IT Project Manager with multifaceted and progressively responsible expertise in managing complex system and software application projects within healthcare and information technology industries. Collaborative communicator, able to lead concurrent teams through all phases of the project lifecycle and build relationships with C-suite executives, senior managers, and physicians from diverse backgrounds. Creative strategist, with demonstrated ability to plan, direct, and oversee all facets of implementation projects while delivering quality results on time and within budget and scope.

Areas of Expertise include:

Strategic Planning & Forecasting

Full Cycle Project Management

Leadership & Teambuilding

Project Design Best Practices

Standards & Process Development

Implementation Methodologies

Business Development

Information Technology

Process Improvement

Healthcare Industry

Medical Software Applications

Performance Enhancement

Customer Relationships

Cost Controls

Technical Leadership

Technical Skills

Proficient in Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint), MS Project, SAP, QuickBooks,

Salesforce.com, SharePoint, and proprietary medical software applications including ambulatory clinical solutions

and revenue cycle management

Experience & Notable Contributions

TEK SYSTEMS Atlanta, GA April 2016 – Present

A leading provider of IT staffing, talent management and services.

NORTHSIDE HOSPITAL Atlanta, GA April 2016 –August 2016

A non-profit, general medical and surgical hospital system serving the metro Atlanta area

IT Project Management Consultant

Enhanced project management infrastructure in improved performance and efficiency for three projects. Able to fully complete, publish, and manage Project Management and Migration specific documents and deliverables (SOPs, training, user guides, project plans, risks/issues, meeting minutes, action items, migration playbook, etc.)

Key Accomplishments:

Project 1: Surgical Services Forms On Demand Form Migration for department and organizationally wide use.

Project 2: Peoplefluent Optimization for Human Resources recruitment interfaces.

Project 3: BAR File Processing Documentation creating Standard Operating Procedures for Finance.

MED ASSETS INC. Alpharetta, GA 2010-2015

A hospital system-based revenue cycle solution provider

Senior Project Manager

Negotiated all phases of technical project management, inclusive of scope, budget (financial and time), status reporting, issue resolution and escalation, plan maintenance, technical and application guidance, rollout and deployment planning, and customer management.

Key Accomplishments:

Improved sales handoff and tightened solution delivery from 120 days to 90 days to prevent delays or loss of hospital and physician revenue captures.

Spearheaded ICD-10 product testing and conversion teams to market product and solution launches.

Maximized client investment through hands-on customer service of revenue cycle software.

Experience & Notable Contributions (Continued)

OPTUM INSIGHT INGENIX CAREMEDIC SYSTEMS Decatur, GA 2009-2010

Now OptumInsight, a hospital revenue cycle management consulting firm

Manager, IT Project Management

Directed business positioning, restructuring efforts, and operations to successfully direct a team of Project Managers.

Key Accomplishments:

Managed team of 12 project managers and coordinators, balancing workloads to ensure team utilization levels were maximized.

Worked with organizations including multi-hospital health systems, community hospitals, post-acute delivery systems, and physician-owned hospital management companies.

Led health care providers through process improvement initiatives to manage reimbursement risks, technology, and other areas to improve operational performance and cost control.

Developed project work plans to meet changing needs and requirements.

Coordinated revenue cycle management software upgrade and staff training on key performance indicators.

Interviewed, hired, and trained teams in customer service and project management.

IMEDICA APRIMA EHR MEDICAL SOFTWARE Carrollton, TX 2007-2008

Now Aprima EHR, a physician practice management and electronic medical software within a single database

Enterprise Project Manager Implementation Consultant

Drove multiple simultaneous projects by managing project schedules, identifying dependencies and critical paths, and resolving schedule conflicts. Planned and delivered required training programs to clients on-site or online.

Key Accomplishments:

Managed the full enterprise lifecycle of implementation projects and served as liaison between iMedica and project stakeholders.

Collaborated with clients and vendors to develop customized training packages.

INSITE SYSTEMS SILK INFORMATION SYSTEMS Alpharetta, GA 2005-2007

Now Silk Technology, a start-up medical billing software developer

Operations, Customer Relations Executive

Recruited to build Customer Service department from the ground up to ensure excellence in client satisfaction.

Key Accomplishments:

Managed a 7-member customer service team to ensure client satisfaction during project engagements.

Saved clients $25 million annually in claim processing errors through timely filing issues, correcting coding and physician identification misinformation.

Maintained $500,000 in project momentum during strategic focus shift from customer retention to revenue generation.

Crafted strategic partnerships that allowed company to serve as its own reseller clearinghouse and secured an additional 30% revenue stream to the company’s overall earnings.

Identified $750,000 in unbilled invoice charges aver a 2-year period.

FRESENIUS MEDICAL CARE Smyrna, GA 1995-2005

A national dialysis service provider

Senior Applications Instructor (2000-2005)

Multi-Clinic Administrator (1998-2000)

Applications Instructor (1995-1998)

Administered training on proprietary applications, SAP, and Microsoft Office products to medical professionals. Developed and executed preceptor training for newly hired applications instructors.

Key Accomplishments:

Trained senior management on tactics required to monitor facility and patient outcome metrics.

Audited classes and field to evaluate instruction effectiveness and recommended process improvements for the training program.

Managed fiscal responsibilities for 5 medical centers and physician groups.

Ensured compliance with local, state, and federal laws and regulations.

Education & Training

Bachelor of Business Administration in Management and Financial Analysis

MERCER UNIVERSITY Atlanta, GA 1995

Professional Training and Certifications:

Project Management Certification Project Management Institute currently pursuing

Total Quality Management Deming Mercer University, Atlanta, GA

Project Management Project Management Institute

Time Management American Management Association

PRM/EHR Certified iMedica

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