Support Specialist Customer
Resume:
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CONTACT
West Linn, Or *****
********.***@***.***
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SKILLS
• In-depth understanding of healthcare
clinical environment
• Leading team development
• Creative problem-solving
• Leading & facilitating quality of care
initiatives.
• Instructor in healthcare management.
• Lead negotiator of physician, &
hospital contracts.
• Professional Summary
• Motivated, enthusiastic healthcare
advocate with experience fostering
collaborative and inclusive healthcare
environment for patients and staff.
Experienced patient care provider and
manager. Achievements in patient
care delivery. Healthcare instructor
emphasizes "critical thinking" skill
development and application in all
aspects of student's learning
experience. Experience and
achievements in all aspects of
healthcare environment.
AFFILIATIONS
Member of the Board of Directors for the
National Council on Interpreting in
Health Care (NCHIC) Representative of
the NCIHC Board to the National
Standards and Training committee Chair
Alzheimer's Research Alliance of Oregon
American Member Association of
Healthcare Executives American
Association of Respiratory Care Board of
Results-driven Management Consultant adept at helping companies improve operational efficiency, team productivity and employee motivation. Hands-on leader with exceptional organizational, critical thinking and prioritization skills. Possessing 10 years of related experience and passion for contributing to business success. Results-focused management professional offering 25 years of progressive leadership experience. Transforms high-potential staff into outstanding leaders demonstrating creativity and savvy critical to financial and operational success.
WORK HISTORY
December 2010 - Current
Healthcare Management Consultant Physician Practice Consulting, LLC
• Provided consulting services to over 15 Health care providers, assisting in; strategic planning, contract development and negotiations, operational management, and administrative development
• Provided consultation and training services to health care practitioners and medical clinics on cultural diversity, assuring access to Limited English-proficient patients
• Provided consulting and negotiating services to healthcare administrators, and managers
• Prepared and negotiated contracts for attorney approval.
• Helped develop proactive and successful business policies to meet changing demands
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues
• Evaluated current processes to develop improvement plans
• Leveraged on-site observation and personal interviews to identify team and individual strengths
December 2016 - July 2018
Instructor Pioneer Pacific College
• Established clear objectives for all lessons, modules, and projects, and administered routine evaluative examinations to assess course effectiveness
• Developed and tested students on class material that had been presented in courses and workshops
• Instructed students in healthcare management and administration through clear, informative lectures
• Learned valuable techniques to use in future courses from observing other instructors
• Developed guides and course materials that would reiterate lecture information and assist students in their study
• Developed and deployed assessment strategies involving both oral and written approaches for optimal review of student abilities CHARLES C. ANDERSON
Directors and Secretary Co-Chair, Policy
and Research Committee, National
Council for Interpreters in Health Care
Advisory Board member, Holgate
Residential Care Facility Chair. Member
Executive Committee for Alzheimer's
Research Alliance of Oregon, President,
Respiratory Care Society of Oregon City
Councilor, Lake Oswego, OR, Chairman,
Lake Oswego Park & Recreation
Advisory Board Board of Directors
Cascade Townhome Owners Association
• Instructed courses in; Healthcare administration, management and supervision, Anatomy and physiology, Healthcare reimbursement, Medical Insurance, ICD 10 and CPT Coding, Healthcare law and ethics, Healthcare regulatory Environment, Healthcare case management, Long-term care management, Community Health, Medical Interpreting, Instructional process course curriculum development.
• Evaluated and revised lesson plans and course content to achieve student-centered learning
• Optimized learning plans based on student performance and feedback June 2008 - January 2010
Medical Office Administrator Kaiser Permanente
• Provided leadership, coaching, and team management to nurses and support staff for 15 medical providers
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration, and general liability
• Monitored duties assigned to personnel promoting high levels of patient care and job efficiency
• Developed protocols, quality assurance initiatives, and clinic policies and procedures
• Managed appointments, registrations, and patient relations activities
• Responded to patient concerns, providing solutions with positive outcomes
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager
September 2002 - June 2008
Manager Group Health Cooperative
• Negotiated and prepared over 25 contracts for attorney approval
• Conducted analysis to address contract terms, conditions which led to signed contracts in the best interest of both parties
• Successfully led key projects which resulted in positive outcomes
• Prepared routine legal correspondence and memoranda for attorney partners
• Identified contract changes that could occur during the agreement's lifecycle
• Analyzed data that was compiled into reports and distributed to other key stakeholders
• Provided updates on the status of contract processes to upper management and other key personnel
• Exceeded specific team goals and resolved issues by partnering with staff to share and implement program initiatives.
March 2000 - September 2002
Director of Business Development CTS Language Link
• Successfully led key projects which resulted in the renewal of 10 new accounts
• Conducted analysis addressing business opportunities which led to account development
• Documented agreement updates to management on renewal progress
• Planned, recruited, and executed 10 new accounts
• Delivered exceptional service to each customer by listening to concerns, answering questions, and developing positive solutions
• Developed client relationships that ensured long-term results September 1985 - December 1999
Manager Kaiser Permanente
• Negotiated and Prepared contracts for attorney approval
• Conducted analysis to address contract terms and conditions leading to signed contracts that where in the best interest of both parties
• Developed initiatives resulting in positive outcomes for contract renewals
• Prepared routine legal correspondence and memoranda for attorney partners
• Identified contract changes that could occur during the agreement's lifecycle
• Analyzed data that was then compiled into reports and distributed to other key stakeholders
• Reviewed all details on incoming contracts and service agreements to ensure that pricing was correct
• Provided updates on the status of contract processes to upper management and other important personnel
• Exceeded specific team goals and resolved issues by partnering with staff to share and implement program initiatives.
July 1985 - September 1987
Medical Office Administrator Kaiser Permanente
• Provided leadership, coaching, and team management to nurses and support staff for 25 medical providers
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration, and general liability
• Monitored duties assigned to personnel promoting high levels of patient care and job efficiency
• Developed protocols, quality assurance initiatives and clinic policies and procedures
• Managed appointments, registrations and patient relations activities
• Responded to patient concerns, providing solutions with positive outcome
June 1977 - July 1987
Director of Respiratory Therapy Kaiser Permanente
• Managed and supervised fifteen respiratory therapists assuring the highest level of patient care delivery.
• Managed Respiratory Care department providing care to over 200 patients
EDUCATION
June 1987
Master's Degree Public Administration and Healthcare Management Portland State University, Portland, OR
June 1972
Bachelor's Degree Health Education and Public Health Portland State University, Portland, OR
June 1972
Associate Degree Respiratory Therapy
Mt. Hood Community College, Portland, OR
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