Project Manager Customer Service

Von Marie Gastelo

480-***-**** *********@*********.** Queen Creek, AZ LinkedIn Profile

High Level Leader & Business Development Leader & Project Manager

Influential Communicator • Collaborative Leader • Critical Thinker

Summary

Driven RCM (Revenue Cycle Management) professional with deep expertise in the Cardiovascular domain and other Specialties throughout the healthcare industry, known for successfully managing both onshore and offshore teams and demonstrated strengths in creating compelling business cases, consistently achieving substantial ROIs within 16-18 months. Proven global leadership experience, effectively leading teams across diverse regions, including India, Egypt, and Pakistan, overcoming communication and time zone challenges to drive exceptional team performance and operational success. Adept at managing complex, multifaceted company initiatives while driving patient satisfaction and fostering strong, long-term relationships in a remote setting with clients.

Core Competencies

Risk Assessment & Management Project Management Lifecycle Strategic Planning & Coordination

Relationship Development Vendor Relations & Management Infectious Disease

Quality Assurance & Standards Effective Communication Problem-Solving Methodologies

Customer Service & Satisfaction Health & Safety Expertise Construction Management

Soft Skills

Cross-Group Collaboration: Able to liaise and collaborate effectively with internal and external partners, top management, and clientele to meet organizational expectations.

Customer Service: Skilled in maintaining clear and consistent interaction with clients, providing updates on program progress, and ensuring alignment with high-level stakeholders, including C-suite executives and VP-level leadership.

Project Management: Ability to manage multiple projects simultaneously in a demanding environment. Project-managed corporate-wide, large-scale initiatives from initiation to closure.

Global Leadership: Demonstrated success as a leader with excellent initiatives inherent in eliciting a team's best quality with a commitment to the highest service levels. Leads by example with ethics and integrity.

Professional Work Experience

Project Manager and Director of Operations, Founder • Innovative RCM Solutions • 02/2014-Present

Partnership with Heartland Partners

Led the projects collaborating with the client (Cardiologists) recruiting, and hiring staff, ensuring compliance with healthcare standards, and achieving JACHO certifications; coordinated efforts with clinical and administrative teams to create a cohesive, effective, and community-focused team.

Oversee multiple locations and teams across the country; Develop and implement policies and procedures, standard operating procedures, and HR implementation with Practice Management/ EHR/EMR systems and accountability of P& L and Budgets.

Develop analytical reports to aid in the creation of KPIs to manage ongoing daily patient care and volume. Oversaw the development of Outpatient facilities and managed the revenue cycle operations for OBL and ASC entities.

Directly oversee all daily tasks, including implementation, training, and support teams, while managing resource allocation and change management processes to analyze internal operations, identify process enhancements, and ensure optimal team performance and continuous project delivery.

Scope and prioritize activities based on business and customer impact and provide excellence in leadership, agile method, structure, and information necessary to coordinate decision-making and development critically.

Drive organizational revenue by developing and implementing successful sales and marketing strategies.

Led the successful planning, coordination, and management of free-standing Heart and Vascular implementations in collaboration with an Integrated Care Alliance (ICA) at Heartland Partners, using project management methodologies to ensure successful outcomes.

Coordinate and oversee clinical, patient, physician, and administrative policies and procedures while managing and streamlining revenue cycle processes that increase efficiency.

Cultivated and supported effective communication with high-level clients, including physicians and CEOs, ensuring alignment with strategic goals, and enhancing overall success in revenue cycle management —the ability to work well with others as an essential high-level leader.

Von Marie Gastelo

Page 2-480-***-**** ********@**********************.***

Drive Project Plans Through Prioritization Workflow

Business Case à Idea Submission à Prioritized à Resource Assignment à Initiation & Implementation à Project ROI

Professional Work Experience

CEO, Owner •Innovative RCM Solutions/Medsource AI • Gilbert, AZ • 08/1997-10/2014

BizAZ -Featured in a magazine for Young Entrepreneurs.

Functioned as a Project Manager responsible for generating revenue; Collaborated with specialists throughout the county, thereby significantly increasing revenue through SOWs. Oversaw $100 million in revenue.

Managed several Specialties within the County hospital and Clinicals: ED, Internal Medicine, Infectious Disease, Physical and Occupational therapies, Orthopedic, General Surgery, Oral Maxillary, Cardiovascular, Electrophysiology, Plastic and Reconstructive, Anesthesiology.

Facilitated meetings focusing on opportunities to align business solutions and perfect growth; Has a keen ability to translate and simplify complex topics for high-level executives and general business audiences.

Designed and implemented business plans and strategies to promote the attainment of goals and exceed sales. Ensure that the company has adequate and suitable resources to complete its activities.

Spearheaded, led, and contributed to delivering multiple large, high-visibility business projects; Provided business impact, change impact, and analysis, ensuring all changes were carefully planned and well communicated.

Responded to and appropriately managed emergency situations that arose calmly and effectively with the ability to change the approach or method to fit the situation best.

Employed proficient IT skills to manage software including GE Centricity, Source, Intergy, Greenway Intergy, Athena, Citrix, and Epic for various practices.

Spearheaded the system management and adoption of new EMR and staff training while managing multiple office staff members (30-100).

ICA-Medical Sales • Scinet-Yitzhak Benziv • 2009

Prospected clients and sealed the deal by understanding their pain points, removing roadblocks, and developing innovative ways to structure and close the deal.

Attended trade shows/conferences and proactively researched medical industry trends beforehand to gain information about the company's position and competitors and develop new strategies accordingly.

Devised strategies that helped increase the company’s market position and coached other teammates on creating new and effective sales strategies.

Customer Service Retail and Runway Shows • Tommy Bahama • 2007-2008

Utilized strong project management skills to coordinate and prioritize customer requests effectively.

Built sustainable relationships and trust with customer accounts through open and interactive communication and provided accurate and valid information using the right methods.

Efficiently switched tasks when needed, seamlessly juggling multiple projects with a history of consistently meeting deadlines as well as coworker and customer expectations.

Proactively researched industry trends and standards to prospect new business opportunities that drove rapid growth and retained key brand loyalty.

Principal Owner – Consultant • Haute Corporation • 1997-2010

Supervised employees’ work and provided feedback and counsel to improve efficiency and effectiveness. Organized and coordinated operations in ways that ensured maximum productivity.

Managed the fiscal health of the company by establishing a viable business model for how the company will make profits. Established budgets and sales forecasts and ensured the company met or exceeded them.

Oversaw the daily operations of the company. Identified the company’s weaknesses and conceptualized and implemented solutions to ensure smooth operations and steady growth.

Successfully designed and set up the retail space for Hockey Legend Jeremy Roenick/ Coyote and LA Kings Player in 2007, developed and implemented budget, managed payroll, and drove maximum product fulfillment.

Other Important Information

Education & Certification

Bachelor of Science, Business, Arizona State University, Tempe, AZ

VM

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