Customer Service Manager

Dawn M. Reichmuth

***** ***** ***** **. **** *, Zionsville, IN 46077 • 317-***-**** • ***********@***.***

Business & Patient Care Manager

Top performing Business and Patient Care Manager with verifiable achievements in coordinating, planning and managing medical procedure schedules, inventory and portions of the patient management system. Advanced analytical, organizational and innovation strengths with proven ability to analyze key data, lead teams and implement process improvement to achieve desired results. Ability to communicate successfully with departments within the company at all levels as well as agencies, vendors and clients.

Core Competencies:

Staff Development • Payroll • Operations• Logistics

Multitasking & highly organized • Training Programs• Vendor Management

Team Leadership• Shipping and Distribution •Microsoft Office Suite

Medical Terminology • Six Sigma• DocuTools •Payco Payroll System• Insurance Billing & filling

Client Management Systems• Dream Weaver •Universal Background Screening

Professional Experience

THE HEARTH AT TUDOR GARDENS, Zionsville, IN • 01/2016-Present

ADMINISTRATIVE ASSISTANT AND ASSISTANT TO THE BUSINESS OFFICE MANAGER

Answer in-coming calls, greet guests, provide general administrative support to staff, process payroll via Payco, process new hire paperwork, complete Universal background screenings, employee reference checks, track employee attendance, and verify professional licenses.

Assume new resident file set-up and entered information into ALIS (Assisted Living Information System).

Follow-up on any missing documentation.

Manage patient scheduling according to Medicare guidelines for the in-house podiatrist.

Provide insurance information, medical history and medication list prior to visit.

Set-up online calendaring for events and reserving meeting rooms.

LIFE CENTERS, INC, Indianapolis, IN • 05/2012-06/2015

EAST CENTER DIRECTOR

Responsible for providing leadership for the daily operations of the East Pregnancy Center this included but was not limited to interviewing, training, and mentoring the East Center volunteers tasks.

Provided counseling services, referrals and resources to individuals for STI testing and other women’s sexual health services as needed.

Recruited and retained approximately 32 reliable volunteers for the non-profit organization.

Established a consistent, up-to-date continuing education program for our team of volunteers.

Cultivated relationships with community members who were key in volunteer recruitment and fundraising.

Regularly gave presentations for the organization to churches, schools, youth groups, women’s groups, and fundraising events.

Networked with other health and assistance organizations to learn of helpful resources for our clients.

Managed patient ultrasound appointment schedule.

Became a subject matter expert and company resource for CMS (Client Management System).

ELI LILLY AND COMPANY, Indianapolis, IN • 03/1990-01/2011

SENIOR LOGISTICS ASSISTANT, CLINICAL TRIALS GLOBAL LOGISTICS- 02/2010-01/2011

Responsible for executing the Indianapolis-based distribution business processes related to Clinical Trial materials.

A part of the development and testing committee to move our shipping system from a Windows based program to an Internet based system.

Improved customer service by allowing our customers to interface with us and make online requests.

Monitored daily patient randomization reports to forecast clinical trial shipments to U.S physicians conducting clinical trials.

Department SME (Subject Matter Expert) for the management of shipping international and domestic clinical trial material.

Monitored temperature range for all international and domestic shipments from departure to customer receipt.

Addressed and brought resolution to any shipping issues.

SENIOR CUSTOMER SERVICE COORDINATOR- 06/2008-02/2010

Point of contact for external vendors and logistical processes for distribution and issue resolution of clinical trial drug.

Established a tracking database for all of our international shipments that one could at-a-glance see what point our drug shipments were in the shipping process: flight details, customs clearance dates, ETAs, and any issues encountered.

Provided issue resolution when shipments encountered an issue with customs clearance, flight delays/cancellations, temperature range, etc.

Resource for country shipping regulations and requirements.

SENIOR GLOBAL LOGISTICS ASSISTANT-01/2004-06/2008

Management of shipping of the clinical trial drug to Lilly Affiliates and business partners globally.

Developed many of the international shipping policies and procedures for exporting/importing non-FDA approved clinical trial drug for the newly formed and quickly growing department.

Assumed training and mentoring role for the on-boarding of 10-20 individuals in a short period of time.

Interviewed perspective employees using the Targeted Selection method.

Authored an International Shipping Guidelines Manual for training and reference purposes.

Received Employee of the Month award for the establishment of documented policies, procedures, and the International Shipping Guidelines Manual.

SENIOR TRAINING AND PROCEDURES ASSISTANT-05/2002-01/2004

Developed policies, procedures and implemented training courses for Lilly clinical trials.

Consulted with Subject Matter Experts (SMEs) to develop departmental policies and procedures.

Gained detailed understanding of processes that were unfamiliar to me in order to write such P&P.

Uploaded P&P to Lilly’s Intranet.

Lead formal classes to roll-out P&P.

Tracked monthly training compliance and reported compliance results to Departmental Head.

Educational Background

Central Bible College – 1983 – 1984 (Biblical and General studies)

Professional Careers Institute – 1987 – 1988 (Diploma in Medical Assisting and Office Administration)

Contact this candidate