Customer Service Manager

RUTH ADAMS

**** ** ****, *********, ***** *****

PHONE: 214-***-**** EMAIL: *********@*******.***

PROFESSIONAL SUMMARY

Twenty-five, plus, years of physician practice / project management, with reimbursement experience. Results oriented professional with solid foundation in management, marketing, strategic planning, and reimbursement services. Proven success by orchestrating and leading efforts through increasing program productivity and profitability, thus increasing revenue for those programs and the organization. Excellent interpersonal skills demonstrated by the ability to build and sustain profitable, long term patient, physician and customer relationships.

PROFESSIONAL EXPERIENCE

Wound Care Center-Winnsboro (CTMFH) ~ Winnsboro, Texas, Program Director/Manager February 2012- Current

Direct management of staff, including hiring of new personnel, evaluations as well as terminations.

Championed the lines of communication between staff, administration and physicians remain open.

Spearheaded departmental budgets, including expense control and cost containment.

Accountable for all aspects of scheduling

Accountable for all aspects of insurance verification/preauthorizations (for Wound Clinic patient scheduled surgeries as well as direct inpatient admits through the center).

Responsible for WC charge entry with reconciliation for services

Create, review and submit monthly/quarterly/yearly reports (stats, benchmarks, etc)

Monitor efficiency of operations to ensure the delivery of budgeted results, patient service levels and the achievement of budget goals

Monitor Policies and Procedures to assure they are followed accordingly, draft and propose changes as needed for approval.

Annual review of WCC contracts

Create and deliver progress reports to referring physicians monthly.

Spearheaded Wound Care physicians marketing, as well as face-to face hospital marketing in surrounding communities.

Spearheaded community health projects, working directly with and through community resources as well as hospital resources.

Lash Group/ABCS ~ Frisco, Texas Manager, Project Operations, Clinical Services February 2009 – Feb 2012

Direct and manage project development from beginning to end. Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

Construct full-scale project plans and associated communications documents.

Draft and submit budget proposals, recommend subsequent budget changes where necessary.

Develop and deliver progress reports, proposals, requirements documentation, and presentations.

Build and expand business relationships vital to the success of the organization.

Responsible for developing and improving program specific processes while identifying opportunities to streamline procedures, as it relates to contract and program initiatives.

Effectively coordinate project expectations and communications to team members and stakeholders.

Monitored efficiency of operations to ensure the delivery of expected financial results, customer service levels and the achievement of strategic goals.

Accountable for overseeing costs, monthly client invoicing, and reconciling expenses to fiscal year budget constraints without compromising quality of service.

Contract Management including facilitation of contract updates, amendments, addendums, and ongoing assessments of contract fees for contract renewal negotiations.

Conduct training oversight by ensuring up to date training credentials are employed and utilized according to client specifications or state or federal regulations.

Accuro Healthcare Solutions ~ Dallas, Texas Senior Account Manager April 2007 – Feb 2009

Assists with client implementation of software to assure all components of Implementation/project are complete in timeframe as assigned and are functional.

Responsible for client support/client relations to assure day-to-day processes/procedures are functioning as designed. If not, responsible for the initial "trouble-shooting" to identify and resolve the issue.

Communicate needs and expectations between client and development.

Task Force Duties - Customer Service Task Force - This is an elite group within the company who identified and tracked Client Relations/Customer Service issues in order to develop and implement processes in order to alleviate current and or future issues.

Employee Manual Task Force – Also an elite and dedicated group to identify needs and initiate changes of policy/software enhancements/government programs issues on a quarterly basis. Test Track Task Force – Pilot testing of forthcoming software enhancements prior to facility launch/rollout.

EMPLOYMENT HISTORY

Advantage Healthcare ~ Dallas, TX - Reimbursement Manager

Jay Young, D.C. ~ Rowlett, TX - Office Manager

Orthopedic Assoc of Dallas ~ Dallas, TX - AR Billing Manager

Med-Eval Health Services ~ Dallas, TX - Business Office Manager

KEY STRENGTHS

Practice Management

Presentations and Training

Marketing Initiatives

Strategic Planning

Reimbursement Services

Budgeting and Expense Control

Quality/Compliance

Client Relationships

Operations Management

EDUCATION AND TRAINING

BS of Applied Business Science

University of Maryland

Certificates: Certified Procedural Coder (CPC)

HIPAA Compliancy Effective Time Management Effective Meetings Public Speaking and Presentation

ADA Leadership Training Respectful Workplace Training AIDET Training (Studor)

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