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Manager Customer Service

Location:
Oak Lawn, IL, 60453
Posted:
May 09, 2017

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Resume:

John F. Pochie

**** *** ******* *****

Joliet, Illinois 60435

815-***-****

acz75d@r.postjobfree.com

May 9, 2017

Dear Sir or Madam:

I am writing you in regards to you ad for an experienced Practice Manager. I have enclosed my resume for your review. I am able to travel as needed.

I have a Bachelor’s degree in Health Administration and have completed one year toward a Master’s degree. My specialty is to take a group of people and turn them into a fully functional and efficient team. I believe that my past employment experiences have helped me to grow and have given me the confidence and ability to thrive in any management position. I have experience in providing strong customer service with in-house and outside sources. I am proficient in most Microsoft programs, including MS Office. I also have experience with EMR systems and am a Green Belt in Lean.

I have over 20 years of experience as a Practice Manager, Administrator, Office Manager and Branch Manager. As the temporary Practice Manager of Excellent Health Care Services, I retrained the staff to be more productive and efficient. In doing so, I was able to lower the cancellation rate from 60 percent to less than 15 percent in less than 3 months while increasing revenues and referrals. This company performed home visits as well as having a diagnostic center which included MRI, CT and Nuclear Medicine. I was also the HR person for this and other companies I have worked for. HIPAA and CLIA expertise.

I was the Director of Operations, Quality Assurance, and Recruitment for Mobile Doctors in Chicago. I was responsible for the hiring and quality of work of all physicians and by the medical assistants and the patient schedulers. During my 4 years, I have hired over 25 Physicians, Podiatrists and over 50 MA’s, Clinical Coordinators and office staff. Other duties as assigned by the owner for the Chicago office as well as the Detroit, Indianapolis and Phoenix offices. This enabled me to help the organization more than triple the number of patients cared for by the organization. I served also as the Office Manager and Branch Manager for this company and during my time there, the company more than tripled in size and profitability. Full knowledge of all regulations.

I would appreciate the opportunity to discuss in further detail what I have to offer your organization. Please feel free to call me at 815-***-**** so that we may schedule a date and time for an interview. I look forward to speaking with you soon.

Sincerely,

John F. Pochie

John F. Pochie

2704 Old Renwick Trail

Joliet, Illinois 60435

815-***-****

acz75d@r.postjobfree.com

EDUCATION AND TRAINING

Joliet Junior College – Associates Degree – General Studies

Governors State University - Bachelor’s Degree - Health Administration

Lean Certification – Green Belt

SKILLS AND ACHIEVEMENTS

Accomplished, seasoned professional with proven success in building cohesive teams, improving healthcare projects in addition to providing consultative services for healthcare systems. Visionary leader with a strong focus on the organizational mission. Superior communication skills, easily interacts with executives, clients, vendors, and staff.

University of Chicago Hospitals (1994 – 1998): Turned around the Transportation Department with 65 Union employees from worst to best in under 6 months. Took over IV Pump distribution and billing and increased revenues from $3 million annually to 0ver $20 million dollars.

Rush North Shore Hospital (1998 – 1999): Built new Patient Transportation Department, Contact person for Chicago Bulls Basketball Team.

Prior experience with start-up companies: Boston Medical Group, Northwest Indiana Therapy Center, and opening branches for Mobile Doctors.

Mobile Doctors: Took a company with 2 locations and 6 physicians seeing 1200 patients a month to 4 locations and 25 physicians seeing over 6500 patients per month.

LIFQHC: Increased clinic access by over 2500 patients in 7 months.

Mobile Physician Network: Cut losses from over $60,000 per month to under $20,000 per month.

Work History

Consulting Medical Practices - Joliet, IL 01/15 – Present

Owner/Consultant

Consult with medical practices to improve operations, increase revenues, and increase patient base and satisfaction

Increased revenues by evaluating their billing codes and teaching them how to properly code to get the most reimbursement. Also by adding new product lines such as CCM and TCM to add revenues.

Renegotiated outdated insurance contracts to get a higher reimbursement rate.

Reworked their operational work flow and patient flow to maximize employee efficiency and increase the number of patients they are able to provide services to.

Helped with marketing their practices to increase and build a larger patient base.

Trained front office staff to improve efficiency and to improve interactions with patients to increase satisfaction.

These were Primary Care and Home Visit Companies

Reason for seeking change: Looking for a full time position

Mancari’s Chrysler, Jeep, Dodge, Ram – Oak Lawn, IL 06/15 – 01/16

Sales

Sold cars – new and used to customers

Reason for leaving: Survival job, until my business picked up and became self-sustaining

Mobile Physician’s Network – Denver, CO 04/14 – 11/14

Practice Administrator – Contract Assignment

Reduced ongoing operational losses from $60K to $20K per month

Reorganized operations (distribution of work to improve office efficiency in scheduling and phone interactions)

Contract negotiations (Renegotiated outdated insurance contracts to increase reimbursement rates)

Policy and procedures – rewriting and creation of new policies & procedures to improve operations and efficiency while improving productivity and patient satisfaction

Marketing to Home Health Care Companies which increased patient base by 2000 patients

Quality Assurance reviews of charts to evaluate and meet all Medicare Standards

Supervision of 8 providers

Reason for leaving: The practice closed, ending the contract assignment

Long Island FQHC – Hempstead, NY 01/13 – 11/13

Practice Manager

Responsible for the operations of facility and facility management for multiple locations, supervised six physician providers, three nurses, and fifteen support staff

Increased patient visits by 2500 additional visits by working with providers. They were to see 10 to 12 patients per 3.5 hours sessions. Increase was to 18 to 20 patients per 3.5 hour sessions.

Decreased NO SHOW rate to under 5% by personal phone contact along with automated system in place.

Evaluated and reorganized workflow to improve office efficiency and patient flow

Improved patient satisfaction scores

Supervised the use of EClinicalWorks EMR system and its implementation

Reason for leaving: Budget cuts after the new gubernatorial administration took over

Palatine Heart Center – Crystal Lake, IL 04/12 – 05/12

Practice Manager – temporary position

Evaluated and reorganized workload to improve office efficiency and patient flow, while improving patient satisfaction

Hired temporary staff to cover maternity leaves and vacations

Handled human resource issues

Reviewed all financial statements

Reason for leaving: Temporary position

Excellent Health Care Service – Orland Park, IL 01/11 – 05/11

Practice Manager – Contract Assignment

Responsible for hiring Physicians, technical and office personnel

Reviewed all billing for accuracy and completeness

Overhauled work flow and quality improvement resulting in a 30% decrease in appointment cancelation rate, and cut ‘no-show’ rate to under 15%

Handled HR issues including quality assurance, development, and performance reviews

Oversaw customer service for Clinic, Diagnostic Center, and Sleep Center

Contracted with outside vendors for supplies, Repair of equipment and support

Supervision of 7 providers and 18 support staff

Reason for leaving: After stabilizing practice, left position to care for an ill family member

Mobile Doctors – Chicago, IL 10/06 – 11/10

Director of Operations and Quality

Guided and built practice from two locations, Chicago and Detroit, with 1200 patients, to four locations, Adding Indianapolis and Phoenix, to 6500 patients. Managed 50+ employees (physicians and office personnel)

Wrote, updated, and implemented all policies and procedures

Hired physicians and all office personnel for four locations

Reviewed all billing for each office for accuracy and completeness

Improved productivity through improvement of scheduling procedures

Implemented continuous quality assurance and reviews, ensured HIPAA compliance

Handled Medicare troubleshooting and appeals with a 98% success rate

Reason for leaving: Owner of the facilities and one Physician were committing Medicare fraud

Korle Bu Medical Group – Chicago, IL 06/06 – 10/06

Practice Administrator – Contract positon

Ran all aspects of the medical group practice including human resources, billing review, and hiring/termination of employees

Implemented EMR system

Contacted former patients was able to bring them back to the practice (40% success rate)

Reason for leaving: Contract was completed; recruited to Mobile Doctors

Northwest Indiana Therapy Center, LLC – Highland, IN 04/03 – 07/05

Administrator – Sleep Tight Center

Handled P&L for new, start-up medical clinic

Contracted with medical insurance carriers

Passed licensure review for all state and Medicare guidelines on rare first attempt

Hired personnel including Physical and Respiratory Therapists and Medical Directors for Therapy

Marketing new practice to Primary Care providers taking company from 0 patients to 50 patients per week.

Revenue Cycle Management – making sure that reimbursement was better than industry standards.

Reason for leaving: Owner closed company

Boston Medical Group, P.C. – Chicago, IL 09/01 – 03/03

Administrator

Handled P&L for new, start-up clinic

Supervised six employees including two physicians

Wrote and implemented policies and procedures, set up administrative functions, and processed daily receipts and deposits

Reason for leaving: Went to Northwest Indians Therapy Centers

Military Experience:

US Army – Medical Specialist – 7 years

Sergeant in charge of a 32 man Battalion Aide-Station for an infantry unit - Germany

I was the sergeant in charge of the Ambulance Service on Fort Sheridan.

I only worked temporary positions in 2011 and 2012 to go through Cancer treatments with my mother and assist with her needs before she died.

References:

Dr. Russell Miller – 708-***-**** – acz75d@r.postjobfree.com

Dr. Brit Borden – 708-***-**** – acz75d@r.postjobfree.com

Dr. Bert Bergland – 719-***-**** - acz75d@r.postjobfree.com

Mr. Robert Weinberg – 516-***-**** – acz75d@r.postjobfree.com

Noreen Khan - 1-847-***-**** – acz75d@r.postjobfree.com



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