Customer Service Manager

Michelle L. Meinke BSN, RN CRNI

*** *. ****** **. ******, Ohio 43616

Cell 419-***-****

Email: *************@***.***

QUALIFICATIONS SUMMARY

BSN with over 22 years of Critical Care experience in Cardiac Recovery, Surgical ICU, Neuro ICU, and Trauma, & LTACH’s. Certified as a CRNI (infusion nurse) and PICC line insertions. Creative with strong strategic analytical skills. Strong Business acumen with budgets exceeding 30 million. Competent Educator for Critical Care classes/Telemetry/Hemodynamic monitoring, & All infusion therapy/device management and troubleshooting. Energetic, articulate, and excelling professional who consistently provides high level of performance. Current in BLS, ACLS, CRNI, PICC certifications.

Promedica Bixby & Herrick Hospitals - Director of Surgery, Ambulatory Outpatient Services, & Central Sterilization (Jan 2017 to present)

Operational day to day & overall management of Surgical, Ambulatory, and CSR units located in Adrain and Tecumseh, MI

Clinical Director for the Surgical, Ambulatory, and CSR areas with mentoring and supporting all direct reports

Process Improvement & quality control with guiding teams to meet hospital and state metrics

Policy & Procedure updates and development to meet HVAP & JTC accrediting body standards

Leadership & mentoring for all department leads & staff

Physician/Surgeon relationship building & rapport building between Surgeons and surgical teams

Drive & guide ambulatory units to build census through increased knowledge base, improved reimbursement knowledge, and through providing patient assistance programs offered by therapy providers

Train & support new EMR implementation EPIC in all areas Surgery & Ambulatory at both facilities

Mentor RN Manager for operational and unit functionality using lean principles

Guide and develop strengthening all infusion products both in surgical and ambulatory area & implementation of Accu vein

Human Resource functions of recruitment, hiring, and discipline per organizational guidelines

Strengthen all Infection Control practices within all areas of Surgery, Ambulatory Services, and CSR

Bio scrip Infusion Company – Floating General Manager (February 2016 to October 2016)

Operational support to branches with vacant GM w/ current location Ashland, VA.

Overall day to day infusion therapy process, delivery & customer service metrics

Business Development with Sales Team – oversight for 5 Clinical RN Liaisons & also 2 Account executives.

Human Resource functions at branch level to include hiring, evaluations, discipline

Monitor & train staff with coordination of direct department managers

Train the Trainer for following devices: Smith Medical -CADD 6100, 6101, Sigma, Freedom, CADD Solis, RMS. One Touch

Process improvement & quality control with guiding team to meet company metrics

Case Management oversight w/ RN Manager for all patients & customer resolution

Support all EMR training and assist with any new implementation – CPR Plus Product

Developed employee recognition program & weekly support

Assist with ACHC accreditation with triannual survey due 12/31/16

Reinforce all company policies with implementation and updates

Leadership mentoring for all department levels

Assist to grow AIC census & core therapy services

Assisted with ACO relationships & contract initiation

Axelacare –Trinity Infusion = General Manager - (May 2015- to September 2015)

Operational & Clinical responsibility for Winston Salem Location

Decrease paperwork by 20% in first 90 days

Overall day to day infusion therapy processing, delivery and customer service tasks

Business Development with Sales Team- mentor new Sales team to help establish relationship

Manage EMR training for all new staff- CPR Plus

Monitor and train staff in QI tracking/documentation/& customer service

Prompt & guide staff for employee recognition programs

Case Management oversight w/ direct responsibility for team compliance w/ authorizations & appeals

Train the Trainer for following devices: Smith Medical- CADD, Baxter-6100, Freedom 60, One Touch

Build monthly revenue & grow referrals to get branch up to budgeted goals

Develop new AIS / Midline & PICC program / & coordinate new location coordination

JTC preparation & accreditation achievement.

Policy & Procedure development and implementation

EMR support for new & existing staff for use of CPR Plus

Build relationships and develop ACO opportunities with given territory partners

Home Solutions Infusion Therapy Services – General Manager (October 2014 to May 2015)

Operational & clinical responsibility for Fairfax Branch

Average monthly revenue $1.2 to $1.4M & in the top 50% of company

Decreased paperwork by 25-to 30% within first 90 days

Developing PICC/Midline Program for company along with SVP of Nursing

Overall day to day infusion therapy processing, delivery and customer service tasks

Business Development with Sales Team (2 Account Managers & 4 -5 Liaisons) & assist with ACO relationships and contract negotiations

Train new admissions and pharmacy staff w/ also support of department managers

Manage EMR training for all new staff- CPR Plus product

Assisted & Led the Pilot program for Inotropic telehealth program

Monitor and train staff in QI tracking/documenting system (Rxideas)

HR responsibilities for ongoing employee evaluation, competency of new & current staff, annual training, hire & terminate staff as required.

Prompt & guide staff for use of Above and Beyond employee recognition program

Manage & build new nursing agency relationships with mentoring current Nurse Manager

Case Management supervision with compliance with authorization, appeals, and customer resolution

Resource to internal staff & external relationships for infusion therapy and reimbursement guidance

Responsibility for all billing and collections with guidance to meet ongoing company metrics

Assist Intake & Pharmacy teams with care coordination of all patients

Developed and growing the Quality Improvement program and team with incorporating data for improved results

JTC preparation, Policy & Procedure development and assist with implementation

Multiple site support for clinical resource for compliance and nursing

Coram Specialty Infusion Services- Infusion Branch Manager (September 2012 to May 2014)

Operational & clinical responsibility for Maumee/Toledo Branch

Branch taken from lower ranking of >80th to top 15 out of 85 branches for all of 2013 & #1 branch x 1 month in 2013

Revenue growth of $200 to $300K from 2013 to 2014 per month

Top branch in Region for paperwork with reduction of bad debt in excess of $220K to <1% (benchmark 8%)

Overall Day to Day infusion therapy processing, delivery, and customer service tasks

Quality & Infection Control monitoring, monthly reporting, and quarterly overview

Case Management supervision with all pharmacy, nursing, and external partners

AIS infusion responsibility for all therapies, QA monitoring, and environmental monitoring

Build a Midline and PICC program

Business development with responsibility with TM to grow revenue, promote new service lines, and grow presence in the community & direct responsibility to assist with ACO contracts and discussions.

Train new Admissions staff & Nursing staff on HCN /EMR system

Train the Trainer for following devices: Smith Medical- CADD, Baxter- Syringe pumps 150/300, Freedom 60, Baxter Flogard

HR responsibilities for ongoing competency of staff, annual training, hire & develop new employees, discipline & termination

Developed Kudos program for employee appreciation & yearly department specific appreciation program

Assist with policy & procedure development, implement, and provide education to all staff for updates

Resource to internal staff & external contacts for infusion therapy and troubleshooting

Home care coordination with relationship building with all core current nursing contracting agencies

Clinical Support to all subcontracting partners in the community

Billing & Reimbursement review and monitoring daily with benchmarks achieved weekly, monthly, and annually

Case Management overview of all patients with supervising the to direct nursing team

Medical Record Management

Multiple site support for clinical resource

Vibra Healthcare – Director of Corporate LTACH Services (September 2011 to July 2012)

Operational management of multiple LTACH locations (primarily in the Ohio & Indiana States)

Clinical analysis of patient care, develop/implement/and evaluate clinical programs, & evaluate needs assessment

Strategic analysis of clinical as well as financial responsibilities of the individual facilities

Maintain survey readiness in all facilities along with mock surveys

Assist with go live implementation for EMR documentation for Detroit Hospital

Assist in the development & implementation of standards of care including policy review/development/and implementation

Train the Trainer for following devices: HP hemodynamic bedside, central station, and telemetry, Phillips Defibrilator & 12 Lead EKG, Baxter Flogard, Alaris, Glidescope, and started training on Site Rite- ultrasound for invasive lines

Assist in the development, testing, and implementation of the EMR system HMS

Financial responsibility w/ instruction & guidance for Chief Clinical Officers at the individual hospitals in regards to annual budgets, monthly variance calls, and day to day HPPD responsibility

Assist with corrective actions plans (CMS, Joint Commission, etc.)

Develop/evaluate/and assist in implementation of clinical training & educational strategies

Responsible for policy & procedure development and revision

Assist with product purchasing, training, and implementation

Assist with Global formalization of clinical programs, wound care formularies, and other programs such as RRT

Select Specialty Hospital of Ann Arbor – Chief Nursing Officer (June 2009 to September 2011)

Leadership & management of 36 BED LTAC with St. Joseph’s Medical Center overseeing Nursing, Pharmacy, Rehabilitation, Respiratory, and other ancillary services.

Provide & monitor intermediate care skills for various patient diagnoses especially post open heart, chronic respiratory diseases, extensive wound care, post transplant patients, etc.

Manage budget with weekly, monthly, and quarterly reporting to CEO, Regional DCS, and Regional VP officers.

Daily management of case management and utilization review/ PPS accountability.

Physician management & barriers follow up for all UR cases

Partnered with St Joseph Quality/PI teams with monthly meeting invite to share data & also sat on Sepsis Protocol team for St Joseph’s with input for Cerner program development/adjusting/and ltac protocols

Train all staff on EMR system Geneysis with implementation, training, and updating w/ host hospital on implementation of changes. Also MD training/reinforcement for use of EMR system

Responsible for leadership of weekly Interdisciplinary Team meetings.

Developed & Implemented Rapid Response Team, Turn Team, and educated for Moderate Sedation

Developed and implemented PICC TEAM w/ one on one preceptorship for Charge Nurses, Host PA & NP using Cook Product

Resource for all physicians & staff especially critical care needs, IV therapies, PICC troubleshooting, and discharge planning.

Preceptor to all Charge Nurses, oversee and management of all precepting of nursing staff, deliver hospital orientation, and quarterly & yearly evaluations of all staff.

Lead member on Quality Control Council, Process Improvement Teams, P & T committee, Leadership, and Infection Control & Safety Committees.

Responsible for quarterly OIC, MEC and Governing Board meetings.

Maintain & update all policy and procedures through medical executive committee meetings as well as specialist for all IV therapy policies.

Multiple site support and resource for clinical product development

Advanced Specialty Hospitals of Toledo – Clinical/Quality Manager/Marketing Liaison (position eliminated)

(June 2008 to February 2009)

40 Bed LTAC with ventilator capability, complex IV administration, extensive wound care (Stage I to unstagable),educator

Educator/CEU presenter and developer for IV infusion (Med Drips, TPN/Lipids/,Blood products, Antibiotics, Pain management, IVIG, IV steroids), central line care & flushing protocols, IV pump and infusion device training

Developed In-Service programs via power point for IV therapy, wound care, hemodynamics for groups of 6 to 55 & audiences of physicians, surgeons, nursing staff, case management, administrative and purchasing staff

Leadership & management of daily operations of unit

Train all users for Welch Alleyn Emergency Equipment, Telemetry, VS machines, and transportation systems

Director of Case management, Utilization Review, and coordination w/ DCS on barriers to PPS

Provide Critical Care to various patient population such as post trauma, open heart, complex IV/Immunology patients.

Resource for all staff and physicians for wound care product selection and assisted ET RN with hospital formulary and ostomy teaching along with fecal management systems (Convatec)

Developed, implemented, and educated all staffing areas on all policy & procedures

JTC preparation, assisted corporate team with policy & procedure development/updates

EMR training for new staff & support for existing staff

Promedica/Toledo Hospital – Clinical Team Leader/Trauma Intermediate Care unit (I held 3 different roles during these 7 yrs.)

(October 2001 to June 2008)

Recruited by Trauma Director to assume leadership of original 10 bed unit expanded to 40 Bed Trauma Intermediate Care Unit.

Consistently assumed leadership role as well as liaison to Trauma Surgeons and other specialty physicians. Educator, In-service speaker, preceptor, and liaison to outside vendors.

Educator/Preceptor for all staff, clinical resource for all nurses, residents, and physicians on IV Therapy, Central Line care & flushing protocols, Traction, Vent/Trach care, trauma – Miami J collar, pleur-ex catheter and chest tubes

Resource for wound care implementations, ostomy devices, and fecal management systems ex: Convatec

PICC line insertion and CRNI resource for all units within the hospital as well as support infectious disease practioners

Weekly hands on management with CM, UR team along with Home Care hospital system coordinators

Lead member of Process Improvement committee for Central Line Infections with infection control nurses

Provided critical care and/or post-operative care to patient population with acute illnesses and unique needs

Provide specialized acute care training to patient’s with emergent needs myocardial infarction, unstable angina, pulmonary embolism, splenetic tears, neurological changes – cerebral vascular accidents (strokes), cerebral bleeds,

spinal emergencies, respiratory failure or arrest, assisted Code team/Rapid Response team

Promedica -IV Referral Coordinator/ CRNI

Recruited by Promedica System Home Care Agency for clinical expertise in infusion therapies, enteral therapies, wound care knowledge, case management skills, and physician networking accomplishments

Lead coordinator home care referrals within hospital setting for IV therapies (over 12 locations)

Provide education on medical devices (infusion pumps, enteral pumps, infusion devices –Advantage, Redi-Med, Add-on) as well as infusion therapies; TPN (total parental nutrition, PPN (peripheral parental nutrition), IV antibiotics, Steroid therapy, Hemodynamic infusions (Dopamine/Dobutamine), IVIG (immunoglobulin therapy), and subcutaneous and intramuscular injections to patients, hospital staff, nursing agency staff, physicians, and other clinicians

CEU presenter for multiple IV therapy programs & IV pump Devices with power point presentations developed

Data collection, pre-screening for provider coverage, weekly updates as required for patient insurance follow ups.

Resource person for over 50 employees for agency on home care assessments, wound care techniques & formulary, IV

access & PICC/Midline placement & fecal management systems along with teaching aides developed and implemented

Promedica/Bay Park Community Hospital – Clinical Supervisor/Administrator Supervisor

Responsible for critical/acute care of patients while supervising nursing staff, aides, unit clerks, PT/OT, Respiratory therapist, and clergy

Hemodynamic monitoring and educator to staff, residents, and physicians as well as unit specific medical devices

Trainer for all staff for EMR system

Infusion Partners – Clinical RN Liaison (Job Eliminated)

(2/2004 to 6/2005)

Leadership role to guide nursing team, improve on infusion care coordination, analysis and implement improvement protocols for internal referral organization, and increase referral potential for the Toledo, Michigan, and surrounding areas

CEU Presenter for GI complications with TPN necessity, PICC line & Central line flushing protocols, Cost effectiveness of Home IV Infusion, Transitions to home/Aids to Social workers which were delivered to physicians, social workers, case managers, nursing staff at hospitals, nursing agencies, clinics, and physician offices

Trainer & Lead resource for Home Health, Acute Care hospitals, Clinics, and Outpatient settings for IV pump trainings, trouble shooting, and ongoing clinical support

CRNI Liaison and relationship builder between infusion company & physicians, nursing staff, administration, and infection control staff

Integrity Health Care – Clinical Specialist/PICC RN (Job Eliminated)

(11/2002 to 9/2003)

Recruited by the Infusion company to develop nursing program, infusion policy & procedures, educate physicians and nursing staff at hospitals, home care agencies, clinics, and physicians office

Lead CRNI to in-service all vendors from home care to acute care on IV infusion pumps, IV devices, and therapy delivery

Provide PICC/Midline insertion until company moved to out of state location

Magruder Hospital – Charge RN ICCU

(3/2000 to 3/2001)

Medical College of Ohio – SICU RN/ Charge Nurse

(1988 to 1994)

Competent in caring for the complex patient with specific needs including assistive devices such as IABP (intra-aortic balloon pump), LVAD (left ventricular assist device), External Pacing, CVVH (continuous venous to venous hemofiltration),

Post-open heart transplants, and Level I trauma patients

Riverside Hospital – CST (certified surgical technologist) 1988-1990

ABC Health Care – Director of Medicare Home Care Agency

Southern Care Hospice- Director of Business Development

Meinke Marine Emergency Service, Inc. (M.M.E.S., INC.) – 1982-1998 ** owned and operated Commercial Towing & Salvage Company on Western Basin of Lake Erie with performing full accounting, scheduling, licensed towboat operator, watchstander, marketing/PR presenter, and orientation of all male staff

Spring Arbor University – Bachelor’s of Nursing 2008

Owens Community College – Associate Degree in Nursing 1988

Owens Community College – Associate Degree in Surgical Technology 1984

CRNI (certified infusion nurse) through Infusion Nursing Society

ONS Chemo training in past yet lapsed-needs renewed

PICC/Midline certification (peripheral inserted central line)

KCI Wound VAC certified/trained

Smith & Nephew negative pressure system trained

Medtronic device trained

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