Susan Burns

Retail Store Manager/Customer Service Representative

Dyersburg, TN 38024

adyubg@r.postjobfree.com

+1-731-***-****

I believe my diverse work history in customer service and management has allowed me to grow and adapt to almost any type of situation and work under all types of leadership. I've excelled in customer service and collections. I'm driven to be the best that I can possibly be in any position that I'm assigned to.

I would like to secure employment that allowed me to work from home or would give me the opportunity to move closer to family in the middle Tennessee area, Wayne Co. I love the job I have now and the company I work for but for me personally I am seeking something different at this time in my life.

Thank You for considering my application.

Willing to relocate to: Waynesboro, TN - Clifton, TN - Lawrenceburg, TN Authorized to work in the US for any employer

Work Experience

Store Manager

Develey Mustard & Condiments - Dyersburg, TN

February 2018 to Present

1. Please see bottom paragraph

2. I started part time at the store and was moved to full time dividing my hours between the factory office and store. In September of 2020 I was asked to take over the store as manager and we saw a significant growth in the last quarter of 2020. We have continued to see growth in the store, by retaining customers, increasing cash flow, customer acquisition, identifying and correcting system flaws, updating our website and better advertising. Our sales have increased significantly. Inventory losses are down and our overall margins are up. Last year was the first time the store ever made money. Not a significant amount but it was significantly in the red when I became manager and for this I am extremely excited. Customer Service Representative

McKenzie Regional Hospital - McKenzie, TN

April 2017 to February 2018

Collect demographic and billing information in a professional manner to insure expedient processing of patient encounter. Always exemplifies quality customer service. Work on multiple reports, schedule patients collect and process money on all patient accounts. Cashier/Clerk

New Life Union Mission - Dyersburg, TN

August 2015 to August 2017

Standard clerk and cashier duties, including staging store with new inventory. Business Office Manager/Medical Tech

N Touch Health Care - Waynesboro, TN

January 2014 to February 2015

* Schedule patients as provider directed

* Supervise PRN staff

* Follow all aspects of Clinic Compliance Laws

* File all insurance timely, insure all documentation is completed

* Enter all patient demographics

* Scan copies of photo ID and insurance cards

* Collect all co-pays or patient balances

* Post all payments daily and make deposits daily

* Do all accounting functions relating to patient accounts

* Preform patient assessment and prepare for provider, document in system

* Enter patient history to EMR

* Administer injections

* Perform lab draws and cultures and prepare them to be sent to reference lab

* If a task was performed in an office setting it was my responsibility to assist provider and complete the process/procedure (stitches, debridement, etc.) to the best of my ability As an employee of N Touch Health Care, I had the opportunity to assist the provider in creating the clinic from the ground up. I assisted in the selection of the location, designing the floor plan and the renovation process. I selected the color palettes and decor. I also negotiated the pricing for all these items as well as the majority of the furniture and exam tables for the exam rooms. The experiences I had while employed at N Touch are invaluable to me and I have grown from the life experience. Admissions Manager

Wayne Medical Center - Waynesboro, TN

May 2005 to October 2013

• Supervise the Admissions department staff and processes

• Monitor reports daily for admissions

• Review incoming job applications for open positions in department, setup interviews with potential clients, conduct interviews, select best qualified for the admissions team and make appropriate offer based on level of qualifications

• Pre- screened Business Office applications and did a preliminary interview with client before the manager would interview them. Sat in on the interview through completion.

• Ensure daily statements are prepared and returned for mailing

• Conduct monthly meeting with admitting staff, attendance for CEU's required, 6 per fiscal year

• Ensure employees received adequate training to provide effective customer centered services

• Review and print ECHO reports

• Supervise all functions of the inpatient, outpatient, accounting, credit, collections and insurance for POS collections

• Ensure all staff capture and process correct information for patient and billing services

• Give weekly reports on census of all departments from admissions and issues

• Complete BX client in house report

• Negotiate discounts with patients

• Manage discounts, payroll, time, attendance and scheduling for admitting department

• Excel in providing, maintaining and promoting established customer services standards

• Demonstrate strong written and verbal communication skills

• Exhibit competency in ensuring compliance with established local, state and federal laws and regulations

As Admissions Manager, I was required to meet certain standards, as was the staff under my supervision.

• Demonstrate a sense of ownership, commitment and teamwork to coworkers in daily work habits

• Display WMC's values: Patient Centered, Respect, Integrity, Dedicated and Enthusiastic towards all customers to include coworkers, patients, visitors, physicians and others

• Demonstrate respect of diversity and commitment to customers by providing excellent service to internal and external customers

• Show dignity and respect in all encounters, communicate effectively and professionally

• Participate in departmental and cross functional performance improvement activities through suggestions and/or active participation

• Contribute to WMC financial goals and use resources wisely

• Participate in creating a culture of safety and promoting patient/employee safety through observations, reporting and actions

• Required to have a vast knowledge and understanding of our Code of Conduct, Compliance, HIPPA guidelines, Joint Commission Process, Employee Health Requirements and WMC Policy and Procedure Assistant Business Office Manager/Admissions Manager Wayne Medical Center - Waynesboro, TN

January 2008 to March 2009

* Create morning reports for both departments

* Prepare statements for billing

* Process payroll for both departments

* Cashier function in business office every other day

* Print PaySpan, Blue Cross / Blue Shield, and Medicare remits biweekly

* Run unbilled report and work for lost charges

* Prepare client billing for Wayne County Boot Camp and CCA

* Run weekly hold accounts report for review status

* Mail SP client letters generated from daily report

* Daily chart early and late clock in and out's, missed clocks on each employee attendance record

* Perform all task as Admissions Manager

* Perform any additional task required by the Business Office Manager MRMC realigned job descriptions with additions to include new processes to the Admissions Department. With the new changes my presence was required in Admitting at all times. Business Office Manager

Family Health Group - Waynesboro, TN

August 1995 to September 2005

* Supervise staff of 10-12 in two locations

* Maintain schedules for 4-5 providers in two locations

* Ensure all staff followed mandatory process and procedures

* Establish new processes to expedite workflow to CBO

* Monitor payroll for processing to CBO

* Establish new processes to decrease number of employees and increase productivity of Waynesboro office

* Promote excellent customer service

* Run delinquent patient account reports and work for payments

* Run hold bill and unbilled reports to expedite payment by resolving issues

* Manage worker's compensation accounts to expedite payment

* Encourage front office staff to collect patient balances at time of service

* Exhibit strong written and verbal communication skills

* Ensure all staff capture and process correct information for patient billing services

* Attend meetings at CBO as needed and conduct monthly meetings with office staff

* Exhibit competency in ensuring compliance with established local state and federal laws and regulation Education

Some College in Associates of Arts 32 credit hrs

Columbia State Community College - Clifton, TN

August 1998 to May 2001

High school diploma or GED

Skills

• Talent acquisition

• Customer service (10+ years)

• Microsoft Office (10+ years)

• Communication skills (10+ years)

• Microsoft Excel (5 years)

• Computer skills (10+ years)

• Documentation review

• English

• Workers' Compensation

• HIPAA

• Experience Administering Injections (10+ years)

• ICD-10 (10+ years)

• HR Sourcing (10+ years)

• Human Resources (5 years)

• Facebook Advertising (3 years)

• Medical Records (10+ years)

• Medical Coding (10+ years)

• Management (10+ years)

• Medical Billing (10+ years)

• EMR Systems (6 years)

• Human Resources Management

• Filing (10+ years)

• Analysis skills (10+ years)

• Insurance Verification (10+ years)

• Medical Terminology (10+ years)

• ICD-9 (10+ years)

• Office Management

• Interviewing

• Interviewing (10+ years)

• Microsoft Outlook

• Time management

• Microsoft Powerpoint

• Microsoft Word

• Event Planning

• Medical Office Experience

• Laboratory Experience

• Medical Scheduling

• CPT Coding

• Quality Assurance

Assessments

Customer focus & orientation — Highly Proficient

March 2022

Responding to customer situations with sensitivity Full results: Highly Proficient

Protecting patient privacy — Expert

March 2022

Understanding privacy rules and regulations associated with patient records Full results: Expert

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

I am currently employed as the manager of The Mustard Company Store for Develey Mustard & Condiments in Dyersburg,Tn. I have been with the company for four years. My job duties include daily operations in the store, changing out the displays often to ensure our products are presented in the most positive way and to keep the store always appealing to customers. I do all the ordering of stock, inventory control, donations, work with community leaders within the city & throughout the county. I work daily on the computer within several applications, posting charges, doing online orders, working on our website, posting products to our website, ensuring items on the website are current and available. Create Facebook and Instagram ads, promote sales within the store on these platforms and events. I do events at festivals and markets in West & Middle TN. I currently supervise four employees. Work daily with people from our plant to keep all our products and systems running with cohesiveness. I enjoy my job very much and very much like the company I work for. I just feel it may be a time for a change for me.

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