Office manager/Office supervisor

Caroline P. Lagleva

*** **. ******

San Francisco, California 94112

E-Mail: *******@*****.***

Phone: 415-***-****

Objective Seeking a challenging and responsible position on the staff of a successful medical office which will provide an atmosphere conducive to continued professional growth and achievement.

Summary Of Skills Professional and computer literate; knowledgeable and proficient in the latest accounting, finance and general use software applications such as MS Office (Word, Excel,), QuickBooks and MS Outlook. Additional skills include utilization and deployment implementation of various proprietary medical oriented software, ICD 9 coding and medical terminology. HIPAA-certified with experience in running data entry, batching, reconciling, and posting processes. Proven skills in project plan management and facilitation which established a proven solid track record in my ability to maintain control of concurrent projects, competing priorities with critical deadlines while maintaining and oftentimes improving productivity. Extensive customer and client services background. Multi-tasking skills with a communications-driven desire to conceptualize and implement practical “high performance tasking models”.

Training Fred Pryor Management Seminars, Human Resource Management, All local, state and government-mandated certifications such as HIPAA and OSHA training, IT Technical workshops, Safety Training, Conflict Resolution, Ethics, Sexual Harassment Prevention.

Education City College of San Francisco, Associate of Arts

Experience

2008- present Dr. Roy Kim, San Francisco, CA

Office Manager/Plastic Surgery Patient Coordinator

Office Manager is responsible for the organizing and coordination of office operations and procedures in order to ensure the practice's effectiveness and efficiency.

The Office Manager reports to the Doctor and acts as an administrative assistant to anticipate his/her needs to ensure they stay organized and on schedule.

Design and Implement office policies

Establish standards

Organize office operations and procedures

Supervise and assist office staff

Review and approve in and outgoing correspondence (medical records, new policies, updated insurance medical practice information, etc

Liaise with other agencies, organizations and groups. (Nextech, project I, Xantrion, Mentor, Allergan, etc ... )

Point of contact for anyone trying to contact or meeting with Dr. Kim

Maintain office equipment (computers, printers, faxes, telephones, copiers, etc ... )

Supervision of Office Staff:

Assign and monitor clerical and secretarial functions

Recruit, interview and select office staff

Orient and train employees

Supervise staff

Evaluate staff performance

Coaching and disciplining staff

Maintain Office Records:

Design filing system and communicate the process to the staff

Ensure filing systems are up to date and maintained

Define procedures for record retention and release

Ensure protection and security of files and records

Ensure personnel HR files are up to date

Maintain Office Efficiency:

Perform and maintain absent office staff duties as required.

Patient Care Coordinator:

Educates clients on aesthetic service offerings. Genuinely listens and identifies clients' concerns.

Shares relevant information regarding options, technology, and expectations.

Creates a comfortable environment for open patient dialogue in a way that brings forward desires and concerns.

Maintains and presents self in a way that is conducive to an aesthetics environment and promotes healthy skin care practices.

Acts as an integral part of our patient care team, ensuring that the Patient's needs are addressed, anticipated and acted upon.

Earns patient's trust through consistently being reliable and providing accurate information.

Coordinates various aspects of care, e.g. scheduling, appointment confirmations, payment, and other tasks as necessary.

Consistently assess procedure schedules using Nextech, providing the most time- efficient options to our patients.

Demonstrates empathy and compassion for sensitive patient issues.

Abides by HIPPA law regarding patient privacy and upholds patient privacy and confidentiality at all times in an uncompromising way.

Reaches out to clients and patients to share new information, promotions, and/or skin care (Obagi) tips.

Stays current on the industry trends, technology and offerings.

Demonstrates flexibility, teamwork and patient-focus always.

Act as the main resource and point-person for patients of the practice.

Provide information and support to patients regarding procedures, surgery, and recovery.

Meet with patients after the surgeon’s consultation to discuss costs, logistics, and answer questions in order to "close" the transaction.

Aid in the promotion, marketing, and development of the practice.

2006 - 2008 Quantum Medical Group, San Francisco CA

Office Manager

Worked as a full-time Office Manager in a cardiology specialty, private practice office in San Francisco. Supervised staff comprised of 3 medical assistants and 5 clerical associates. Addressed patient issues and concerns in a timely manner. Managed office day-to-day activities which included all appointments, registration, and planning doctor’s surgery schedules. Coordinated with outside billing agency. Performed AR/ AP tasks, expedite purchase orders (along with expense reimbursements for medical staff), processed payroll, and managed employee benefits administration. Performed human resource activities including: writing job descriptions with updated core competencies, interviewing and hiring prospective employees. Maintained employee and medical staff files such as: staff credentialing, mandated HIPAA (PHI and ePHI) and OSHA certifications, verifying and issuing facility/ site access privileges and other required license renewals. Provided leadership training by facilitating orientations, conducting bi-annual performance evaluations and motivating day-to-day direct reports. Negotiated contracts with vendors, suppliers, property management to meet the work flow and financial needs of organization. Directed all IT (Information Technology) support services needs, such as the maintenance of vendor services and contracts for hardware/ workstations, software licenses, and other technology resource needs.

2001 - 2006 Dept. of Ophthalmology and the Dept. of Psychiatry

California Pacific Medical Center, San Francisco, CA

Administrative Supervisor

Managed daily operations for the Ophthalmology and Psychiatry departments which served 70 patients daily with a multidisciplinary team. This position required heavy attention to detail and the confidence to make immediate decisions. Led and directed monthly meetings with management to review operating and capital budget expenditures, review insurance, worker’s compensations, claims and other policies and procedures. Trained and managed 13 direct reports for customer service and safety requirements and guidelines. Established new work flow procedures to improve effectiveness and meet policy and safety needs. This also included troubleshooting potential problem areas and proactively creating solutions. Worked with the Chief Technician to maintain and ensure competency of staff for performance of eye diagnostic exams. Assured functioning of all diagnostic equipment according to equipment maintenance standards and guidelines.

Managed an operating budget in excess of $1.6 Million, with a capital budget for $350,000. I worked with the Finance Director to develop and manage the annual operating and capital budgets and explain any variances to the budget. Performed financial analysis and provided recommendations on new procedures and new revenue sources. Expedited purchase requisitions and maintained vendor contracting.

Responsible for maintenance of staff schedules and payroll administration. Worked closely with resident staff to troubleshoot problems in the administration of the clinic schedules. Also acted as intermediary for the residents in resolving clinic issues.

Maintained personnel records to include performance appraisal, competency evaluations, safety compliance, standards of business conduct training and age specific competency review. Responsible for implementing and management of department performance improvement activities. Protect and enhanced the reputation of clinical areas through marketing, promotion and network development on a local, regional, and national level.

Responsible for maintaining compliance with regulatory agencies (HIPAA, JCAHO, DHS, OSHA). Planned and assisted in the recruitment of physician and non physician providers to assure clinical coverage.

1999 - 2001 Dept. of Ophthalmology

California Pacific Medical Center, San Francisco, CA

Billing Coordinator

Responsible for timely completion of all registration, billing, audits and statistics. Established and monitored any cash transactions as defined by the Department of Finance. Consistently identified customer service billing problems and proactively addressed the issues.

Responsible for performing a combination of routine and departmental functions which required research, reconciling resolving adjustments. Handled accurate responses and correspondence to customers, bank vendors and couriers on bank inquiries regarding various banking services. Provided assistance in processing and completion of departmental support. Kept logs and maintained transactional records daily for incoming and outgoing staff records keying and other data entry work. Promoted to Administrative Supervisor.

1986 - 1999 Dept. of Occupational Health

California Pacific Medical Center, San Francisco, CA

Clinic Coordinator

Supervisor who supported the daily operations for the Dept. of Occupational Health Hazard team. Responsible for the daily operations of the department including audits and monthly statistics. Collected, recorded, and verified workers’ compensation information. Communicated with employers and insurance carriers regarding their patient status and obtained authorizations for referrals to other specialties. Promoted to Billing Coordinator in the Dept. of Ophthalmology at CPMC.

1980 - 1986 California Pacific Medical Center, San Francisco, CA

Admissions Coordinator

Ensured appropriate admissions paperwork, referral sources and other data were entered into a referral system in a timely manner. Communicated with a variety of health care professionals through the admittance screening process. Liaison with healthcare professionals to ensure patient stay and eligibility.

Promoted to Clinic Coordinator in the Dept. of Occupational Health at CPMC.

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