Customer Service Manager

Qualifications for Practice Manager

A dynamic and creative professional with over 15 years of accomplished leadership and project management experience. Proven track record in coordinating and leading design, material procurement and field operations, sales and customer service in advanced electronics, telecommunications, construction, retail and healthcare ambulatory care setting.

Notable Contributions

Areas of Expertise

• Office Management

• Leadership and Team Development

• Process Development

• Problem Solving

• Event Organization

• Employee Training

• Materials Procurement

• Project Management and Coordination

• Effective in leveraging existing systems, developing processes and disciplinary guidance that are instrumental to fostering a productive work environment and profitable business, based on providing superior customer service and employee retention while achieving the organization mission and strategic vision.

• Adept in devising effective cost cutting and quality improvement measures. Exceptional problem solving, conflict resolution and decision-making skills.

• Skillful in strategic planning, budget preparation, contract negotiations, recruiting, training, employee development and team building.

• Team leader with outstanding organizational, communication and management skills that ensure consistency in executing in accordance with the organization’s guidelines and objectives.

• Overseeing employee adherence to operating policies and procedures, attendance and time keeping policies.

• Leading efforts for recruitment, employee training and development.

• Define employee job function and set clear expectation to achieve more effective annual reviews and performance evaluations in addition to providing all necessary tools, training and coaching to maintain success and reaching career goals.

• Administering all practice managed care relationships, including monitoring of related reimbursements, negotiation with third party payers, and maintenance of contracts. Oversees and manages the billing and collection processes. Process all invoices and ensure proper tracking system for all paid invoices. Procurement of office and clinical supplies. Resolves any medical-administrative problems and keeps lines of communication open with staff to ensure high employee morale and a professional, healthful clinic atmosphere.

• Maintains professional affiliations and enhances professional development to keep current in the latest healthcare trends and developments by working as a liaison between the clinic and other stakeholders throughout the organization to achieve common goals.

• AT Johns Hopkins Medicine, I started as an Administrative Supervisor and advanced to a Practice Manager of a surgical specialty clinic with 12 surgeons in 5 different specialties. Reporting to the Director of Clinical Operations, I am responsible for the daily operations of the clinic. I work in collaboration with service providers and other staff in developing and implementing processes and procedures aimed at setting priorities and achieving the common goals of providing optimal customer service, maximizing operational efficiency, assuring financial viability and rendering high quality health care services. Managerial skills include leading by example, setting goals and objectives, providing direction and motivation, creating a positive work environment and enhancing provider and staff morale. I manage budget and supervise administrative staff, I schedule and coordinate daily activities and oversee billing and resolving revenue discrepancies and other billing related issues.

• At Scripps Health, I was appointed as a super user for IDX-Centricity. Performed and trained other staff members on all medical office assistant duties as well as handling billing and customer service. Assisted in the implementation of phase one of the EMR system.

• At Nordstrom, I consistently demonstrated the ability to accomplish successful results through creating short term plans and long-term strategies. Organized multiple sales and marketing events to achieve store targets. Demonstrated the initiative to ensure maximum productivity, profitability, and compliance with company policies and procedures.

• At Elegant Living Concepts, I drove the company participation in the 2004 Clark County Parade of Homes. I collaborated with the organizers, suppliers, subcontractors and interior decorators and successfully managed the completion of the company’s award winning home ahead of time and within budget.

• At Atlas Telecom, I combined efforts with engineering and production operations in defining and developing bill of material based on project requirements. I researched, evaluated, and contacted possible suppliers, negotiated pricing, terms and conditions. I compiled and analyzed statistical data to evaluate pricing and cost conditions and make recommendations to production operations for the supplier of choice. I finalized purchase agreements, negotiated delivery schedules and issued purchase orders. I also monitored open purchase orders for adherence to due dates and quality requirements.

Career Track

• Johns Hopkins Health

Practice Manager, May 2010-Present

Oversees the clinic’s daily operation, provides leadership and guidance to the medical office staff, allowing for efficient workflow.

• Scripps Health

Sr. Patient Account Specialist, June 2008 – June 2009

As a Unit leader I provided administrative support to health care providers in a high-volume ambulatory setting in a multi-specialty care clinic including Podiatry, Orthopedic, Rheumatology, Sports medicine and physical therapy. Performed and supervised all check-in/check-out functions, as outlined by the front desk standards of operations.

• Nordstrom

Department Manager, November 2005 - June 2008

Managed multiple departments. Met store performance objectives through sales management, directing operational and personnel functions, and organizing store displays and visual aesthetics as well as overall management of the environment and inventory.

• Elegant Living Concepts Construction & Remodeling, LLC

Vice President of Operations, June 2002 - August 2005

Co-managed all aspects of the company’s business including contract negotiations for funding, land and material acquisitions, construction subcontractors and sales as well as directing field operations on several ongoing projects. Managed quality and providing exceptional customer care.

• Atlas Telecom

Senior Buyer, October 1995 – November 1998

Managed material procurement for all major projects as well as sourcing for maintenance, repair, and field production operations (MRO).

• Computer Emporium Connecting Point

Buyer, April 1991 – November 1992

• CompuCom System/P.C. Parts Express

Buyer, October 1990 - March 1991

• Comp USA, Inc.

Assistant Manager, Marketing Development Department, January 1989 – March 1990

Academic and Professional Credentials

• Bachelor of Business Administration - Marketing, University of Texas at Arlington – July 1986

• Dean’s Honor Roll, University Of Texas At Arlington, TX

• Member of NAPM, National Association Of Purchasing Management

• Johns Hopkins Managers Training and Johns Hopkins Managers Cohort Advanced Training

• Recipient of Nordstrom’s All Star Award for Performance Excellence, March 2007

Computer Skills

• Familiar with several Microsoft Office Suite software programs such as Excel, Word, PowerPoint and Project

• Experienced user of Kronos, IDX Centricity and EMR.

References

• Furnished upon request

Contact this candidate