Manager
Resume:
ROBERT H. TAYLOR
**** ********** ******, ********, ******* 32750
*************@*******.***
MANAGER
CAREER FOCUS: Healthcare (Ambulatory, Acute, or Long-Term Care)
OPERATIONAL STREAMLINING - PROCESS OPTIMIZATION - STRATEGIC PLANNING
CONFLICT RESOLUTION - SUPERVISION AND STAFF ENHANCEMENT
ORGANIZATIONAL DEVELOPMENT - CONTINUOUS PROCESS IMPROVEMENT - SOUND DECISION MAKING
EXECUTIVE PROFILE
Intuitive and dynamic professional, offering solid academic foundation complimented with progressive years of experience in healthcare administration. Demonstrate versatility in program development, along with proven adeptness in developing and implementing strategies that enhance awareness, efficiency, and productivity. Display outstanding problem-solving adeptness with well-developed team leadership and supervisory capabilities. Highly skilled amidst stressful and challenging situations, with the capability to address and assess diverse client needs. Recognized for personal tenacity, independent work habits, strong work ethic, and articulate communication style that encourage staff and departments to act decisively toward a common goal. Bilingual in English and Spanish. Technically proficient in Microsoft SharePoint as well as various Microsoft Office applications.
PROFESSIONAL EXPERIENCE
Florida Caribbean Consolidated Patient Accounts Center (FCCPAC) - Orlando, FL
ADMINISTRATIVE OFFICER Jul 2010–Present
- Report to the Facility Director, with day-to-day responsibilities such as:
- Internal Controls Acting Manager:
- Demonstrate outstanding leadership skills in managing a staff of three responsible in audits; providing support in establishing and propagating policies and other technical directives; and guiding colleagues as needed.
- Guarantee adequacy of coverage and compliance with established reporting policies and procedures by studying drafts and final audit reports.
- Keenly assess results achieved by programs of the organization; analyze and finalize briefing memoranda with reference to audit findings in reports.
- Orchestrate the development of proposed annual work plans for assigned program areas keynoting areas of strategic importance, estimating manpower requirements and priorities.
- Interface with high-ranking officials regarding programs and functions on audit; serve as liaison between FCCPAC and Consolidated Patient accounts Center Program Management Office (CPAC PMO).
- Maintain a continuing employee development program and attend to group grievances and employee complaints.
- Insurance Verification Acting Supervisor:
- Meticulously directed more than 20 employees along with the insurance verification program operations.
- Made certain that insurance information was appropriately analyzed, interpreted, and encoded within time allotment, production requirements were fulfilled, and that work was accomplished in a timely manner to meet established priorities and goals.
- Played an active role in Business Operations Committee (BOC) and Insurance Capture Buffer (ICB) conference calls as representative subject matter expert; served as the representative for the Insurance Verification Manager in Weekly Revenue Cycle meetings.
- Ran weekly and monthly data audits.
- Arranged schedules for the completion of work and accomplishment of short-term priorities.
- Demonstrate adeptness in handling the creation and assessment of process improvement strategies, policies and procedures for the facility and employees, as well as presentations, memoranda, directives, and correspondences.
- Systematically generate and present proposals to executives by means of cost benefit analysis; executive reports that include budgetary and fiduciary reports and trending; and forecasting patterns based on gathered data.
- Take charge in maintaining executive reports website that monitors current trends and forecasts future trends.
- Proactively contribute to the executive decision making and assist in executive policy and procedural regulations.
- Hold responsibility in the administration of the SharePoint site for 280 on-site and 80 off-site employees; conduct training on proper program use; and identify and create innovative solutions to problems.
- Assume diverse roles such as the coordination of employee relations; and coordinate with Human Resource Department in creating and updating staffing logs when inputting and issuing security credentials for all new employees.
- Attend and resolve Congressional inquiries and complaints for seven medical centers within Florida and Puerto Rico; support the application of Telework policies in FCCPAC and six other Consolidated Patient Accounts Centers nationwide.
Highlights
- Recognized as the subject matter expert in Insurance Verification, Safety, SharePoint, and Telework; and rendered regular training to other officers across the nation.
- Gradually reduced 25% of the daily workload in the Insurance Verification Department by suggesting and implementing a more efficient workload distribution plan.
- Consistently met short-term priorities and goals.
- Determined training and development requirements and conducted necessary training.
- Launched performance standards and requirements for employee performance evaluation.
Togus Veterans Affairs Medical Center - Augusta, ME
GRADUATE HEALTHCARE ADMINISTRATION TRAINING PROGRAM (GHATP) RESIDENT Jun 2009–Jul 2010
- Mentored by the Medical Center Director, according to day-to-day responsibilities such as:
- Acting Patient Advocate:
- Articulately presented patient issues during facility meetings and committees; interpreted patient rights and responsibilities.
- Oversaw the use of Patient Advocate Tracking System (PATS) and made sure that all clinical appeals and final decisions were recorded into the system.
- Gave trends of complaints and satisfaction information at the facility level and guaranteed presence of process for handing out information to appropriate leaders, committees, services, and staff.
- Confirmed that significant individual patient complaint was brought to the attention of the appropriate staff to trigger an assessment of whether there was a need for a systematic analysis of the problem.
- Recorded and conveyed information regarding potentially threatening behavior to the appropriate authorities in accordance with Veterans Affairs (VA) regulations.
- Supported the creation of United States National Policy Guidelines for Veterans Affairs Executive Advisory Council.
- Lead and participated in Administrative Investigation Boards and Root Cause Analyses
- Proposal review, assessment, and selection of contracts.
- Administered human resource functions in recruiting and interviewing candidates as well as giving final recommendation to the Facility Director.
- Initiated and coordinated a virtual communications center for eight healthcare systems.
- Investigated, developed, and presented proposals to executives through cost benefit analyses.
Highlights
- Finished the 12-month GHATP Executive Leadership Training and acquired knowledge on the successful operation of a medical facility; attended network strategic planning sessions; assisted in executive decision making, executive policy and procedural regulations, budget meetings, staffing requests, and new employee orientation.
- Displayed competency with the facility and VHA such as wide directives, laws, and other governances that applied to patient rights and responsibilities.
- Highly commended for resolving customer and staff complaints to maintain solid professional relationships.
- Distinguished opportunities for system improvements according to quarterly complaint trending.
Veterans Health Administration National Center for Organization Development (NCOD) - Cincinnati, OH
CONSULTING INTERN Jun 2006–Aug 2008
- Directly reported to the Director of Operations and accomplished duties including supporting the workforce training regarding civility, respect, and engagement.
- Reinforced the presentation of recommendations to facility directors and executives on how to engage their staff and resolving problems in employee morale.
- Managed the confidential quality improvement interviews in five medical centers across three states as well as in Puerto Rico; used the information collected for recommendations for improvement.
- Encoded, assessed, and utilized proficiency in English and Spanish languages in interpreting interview data.
Blaine Jensen & Sons RV Center - Kaysville, UT
SERVICE ADVISOR Jan 2004–Jul 2007
- Rendered expert management to a staff of four to six technicians.
- Reliably supervised 12 technicians in the absence of other managers or as necessary.
- Took charge in carrying out monthly audits on progress and service department revenue as well as in planning and managing the monthly schedules of up to 12 repair technicians.
- Constantly communicated with clients to address and resolve their concerns, issues, or complaints.
EDUCATION & CREDENTIALS
Master of Arts in Health Services Administration, with Special Emphasis in Long-Term Care: 2010
Xavier University - Cincinnati, OH
Bachelor of Arts in Linguistics: 2003
Brigham Young University - Provo, UT
DEPARTMENT OF VETERANS AFFAIRS CERTIFICATE OF COMPLETION, GHATP Administrative Resident Program - 2010
LEAN SIX SIGMA GREEN BELT CERTIFICATION - 2011
AFFILIATIONS
Member, American College of Healthcare Executives (ACHE) - 2007–Present
AWARDS AND HONORS
Department of Veterans Affairs Special Contribution Award (Five) - 2010 | 2011
Department of Veterans Affairs Performance Award - 2010 | 2011
Veterans Health Administration National Center for Organizational Development Star Award - 2008
Boy Scouts of America Eagle Scout Award – 1996
ACTIVITY
Volunteer, Missionary work - Southern Texas - 1997–1999
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