Customer Service Clinical Manager
Resume:
K I M B E R L Y
M I C H E L L E
S T A R N E S
********.*******@*****.***
Oak Ridge, TN 37830
PROFESSIONAL SUMMARY
Accomplished Clinical Manager with balanced approach to meeting both business and patient needs. Understands critical role of healthcare management and exercises exceptional judgment in planning cost-effective operations. Decisive in determining needed changes and implementing improvements to maintain flexibility in face of changing healthcare trends.
Dependable medical worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks out opportunities to go beyond basics, improve processes and increase customer satisfaction.
Hardworking and reliable Clinical Manager focused on going above and beyond to support team and serve customers. Trained in a variety of things and offering top-notch customer service abilities. Motivated to continue to learn and grow as medical professional.
Hardworking clinical manager focused on completing work quickly to consistently exceed targets. Reliable team member accustomed to taking on challenging tasks. Dedicated to business success.
SKILLS
Team management Regulatory compliance
Clinical operations planning Employee training
Continuous improvement Strategic planning
Care delivery Administrative oversight
Adverse event documentation Records management
Quality assurance Enrollment coordination
Study monitoring Multitasking
Planning Coordination
Customer relations Organization
Clinical care oversight Set objectives
Motivation Process improvement
Train employees Patient education
Establish policies Recruit well-qualified staff
Business operation management Manage records
Quality control Staff training
KS
Budget administration Drug security
On-call coordination Care monitoring
Service delivery optimization Insurance verification Clinical data entry Customer service
Clinical practice operations Improve patient care
Patient documentation Coordinate referrals
Prepare reports Investigate complaints
Educate patients Healthcare system navigation
Analytical thinking Task prioritization
Teamwork Collaboration
Verbal communication Prioritization
Monitor pharmacy security Networking
Label products Fill orders
Secure drug inventory Restock shelves
Serve customers Insurance billing
Pharmacy operations Drug inventory control
Proper labeling FDA and HIPAA compliance
EXPERIENCE
Clinical Manager, AFC Urgent Care, Nov 2021 Oct 2022, Knoxville, TN Managed tactical execution of short- and long-term objectives through costs, methods and staffing results and improvements.
Planned, organized, directed and evaluated efficient operation of AFC Urgent Care clinical activities.
Employed business, administrative and clinical knowledge to consistently exceed standards of care.
Coordinated continuing education and training for clinical team members to help develop higher-level skills.
Contributed leadership to effectively plan clinical operations and consistently achieve goals.
Took initiative and action to respond, resolve and follow up with customer service issues.
Implemented mission, vision, philosophy and core values for successful management of AFC Urgent Care clinical operations.
Clinical Manager, AFC Urgent Care, Nov 2021 Oct 2022, Knoxville, TN Regional Pharmacy Manager, Cordant Health Solutions, Apr 2021 Oct 2022, Knoxville, TN Reviewed clinical staff's documentation on pharmacy care plans and reviewed available data to accurately asses strategies for home care patients. Checked team activities regularly to verify compliance with accreditation, legal and safety requirements.
Monitored, evaluated and supervised effectiveness of patient care delivered by pharmacy staff to continuously improve service delivery and standards. Upheld procedures for service quality, controlled substance security and detailed recordkeeping.
Recommended strategies to improve operating procedures and better serve customers.
Counseled customers on medication use to prevent interactions and provide optimal protection.
Oversaw purchasing, inventory and budget management for Cordant pharmacy with 30 staff.
Directed activities of pharmacy department, including scheduling work activities of pharmacy staff to consistently meet patients' needs. Coordinated on-call responsibilities for pharmacy department and ensured reliable coverage.
Onboarded, trained and developed staff with focus on continuous development and team improvement.
Leveraged product knowledge to improve sales and business profitability by backing up team members with current advice.
Recommended process improvements to improve patient flow and staff circulation. Monitored charting processes and increased accuracy with newly implemented EMR system.
Improved staff retention and satisfaction by communicating expectations and delivering timely performance reviews.
Coordinated workflows to elevate team performance and foster long-term success. Monitored medical services to assess care quality and resource allocation. Updated EHR systems to document patient data and treatment plans. Oversaw all phases of operational and capital budgets to meet organizational goals. Directed, supervised and evaluated work activities of medical, technical, clerical, and other personnel.
Patient Services Coordinator, Cordant Health Solutions, May 2020 Apr 2021, Knoxville, TN Collected copayments and deductibles in alignment with insurance coverage. Explained procedures and obtained signatures on clinical and financial forms. Identified insurance payer sources and verified insurance coverage. Interacted with patients, maintaining focus on courtesy, respect and professionalism. Coordinated appointments and confirmed follow-ups to meet patient needs. Determined estimated appointment costs by researching and reviewing medical treatments, tests, medications.
Provided patients with required paperwork and verified information for records. Answered department telephone calls and politely provided information and assistance.
Obtained and entered demographic, clinical and financial data into computer system.
Safeguarded patient privacy with consistent adherence to HIPAA protocols. Built trusting rapport with patients and caregivers. May 2003
Collected and analyzed patient treatment data to recommend policy and procedural changes.
Clarified facility policies and insurance requirements to foster informed patient decision-making.
Worked with insurance companies to obtain approvals or contest denials. Educated patients on medical rights and care options during and after care. Investigated patient inquiries to achieve satisfactory resolution. Obtained pre-authorizations to remove patient barriers to healthcare. Recorded patient data in EMR system with strict compliance to regulatory requirements.
Served as patient advocate and liaised with providers and insurance to meet patient needs.
Trained volunteers and staff on rapport-building strategies and patient rights. Pharmacy Technician, Munsey Pharmacy, Nov 2018 Jan 2020, Oak Ridge, TN Adhered to company policy regarding good faith dispensing during prescription dispensing activities.
Filled prescriptions by retrieving, counting and dispensing pharmaceuticals. Helped pharmacy department with inventory processes to provide smooth customer experiences.
Labeled, stocked and inventoried incoming merchandise. Made telephone calls to physicians, customers and insurance providers. Completed retail pharmacy sales on assigned cash register. Developed strong relationships with pharmacy patrons to cultivate customer loyalty. Interpreted digital and physical prescription notes to prepare medications. Advised customers on best course of action to locate out-of-stock products. Calculated doses and volumes based on pharmaceutical notes. Charged customers for paid prescriptions and over-the-counter medications. Used electronic system to access prescription information. Utilized pharmacy systems to enter patient and drug information. Assisted customers and patients by offering information on goods and services. Prepared pill boxes for patients with high volume of medications. Reported prescription errors to pharmacists in line with company policies and procedures.
Participated in ongoing training to maintain high standard of clinical knowledge. Verified customer information with prescription label. Resolved customer issues and answered questions to deliver positive customer experience.
Rotated inventory for proper date management.
EDUCATION
High School Diploma
El Reno High School El Reno, OK
LANGUAGES
English, Fluent
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