Customer Service Manager

Delano Biloche’

**** ********* *****

Richton Park, Il 60471

Home 708-***-****

Fax 708-***-****

********@*****.***

Objective: I would like to secure a challenging management position that will allow me to maximize revenue and minimize loss, while simultaneously providing effective leadership to your organization.

Professional Experience

Pathway Senior Living

Assistant Executive Director/Business Office Manager

2007-2011

Assistant Executive Director/Business Office Manager Summary: Supervision of front office staff which consisted of 8 employees in a 115 unit Supportive Living Community. Assure compliance in all aspects of the Business Office including processing Payroll; Accounts Payable, Accounts Receivable, Benefits Compensation, and H.R. duties. Assist Marketing Director with referral leads and generate them into a sale by effective communication, tours, and high level of quality customer service. Assist with marketing activities/programs inclusive of community outreach activities, special events, and media activities. Act as intermittent Director of the community in the absence of the Executive Director.

• Direct the recruitment, evaluation and scheduling of all facility personnel. Monitor employee relations practices of key staff to ensure compliance with employment laws and company policies. Promotes practices that maintain high morale and staff retention, including effective communication, prompt problem resolution and positive reinforcement. Monitor staffing schedules assure coverage for all shifts and departments. Conduct regularly scheduled staff in services. Respond to staff grievances/concerns in a timely manner. Coordinate all worker’s compensation claims by serving as liaison for injured worker, worker’s compensation claims manager, physicians and other health professionals.

• Perform assessment of resident health and functional care needs prior to move in, also at periodic intervals. Coordinate development of the Resident Service Plans as needed, assuring resident needs are addressed. Conduct periodic audits of Resident service Plans, ADL logs to assure accuracy and completeness. Audit the Medication administration Program to assure accuracy, appropriate documentation is completed; all delegation/assignments are current and specific to resident’s current needs/condition. Respond to resident grievances/concerns in a timely manner. Serve as a liaison between the facility, residents, and community resources (home care, hospice, MD offices, transportation services, Medicaid case managers etc.).

• Develop and implement monthly marketing activities/programs inclusive of community outreach activities, special events, and media activities. Establish model apartments for prospective residents; train all staff to do the same. Compile marketing/rental notebook as a teaching/training tool for all staff performing in house marketing activities. Develop staff awareness of their role as part of the facility marketing team. Participate in monthly town hall meetings. Conduct resident satisfaction survey. Ensure five-star Customer Service for internal and external customers. Act as a liaison with community businesses, associations, clubs, etc.

• Update daily census and control panel to reflect accuracy in new admissions, residents planning to move out, residents in the hospital, and residents out of the facility on pass. Monitor control log to ensure we have all required documentation prior to admission.

• Monitor monthly department expenses and complete financial variance reports for expenses exceeding budget. Assure resident monthly invoices are accurate, distributed in a timely manner and that all rent and fees received and receipted. Responsible for completion of monthly Rent Roll Summary and Weekly Census Reports. Assist with preparation of annual facility budget. Manages facility budgets and business practices to include labor costs, payables and receivables. Monitors business office activities to ensure procedures and standards are followed. Maintain or exceed budgeted census monthly.

• Process Accounts Payable invoices in a timely manner and maintain vendor files. Monitor purchase order system to track expenses for variance report.

• Process payroll for 50 employees on a bi-weekly basis; maintain payroll reports, track time and attendance, and process status changes for employees.

• Assure complete and current employee personnel paperwork is on file; maintain current licenses for facility, Tuberculosis screenings, application flow logs completed, monitor worker’s compensation claims and OSHA log updated, facilitate benefits enrollment packages, and track mandatory in services for all staff members.

• Manages monthly Rent Roll Summary; ensure timely collections of Accounts Receivable.

• Conduct Unemployment Hearings.

• 2008 Best Practice I wrote the Policies and Procedures for the Business Office Managers to minimize loss of revenue due to inconsistent collections attempts.

• Interim Executive Director.

Delano Biloche’

5335 Crosswind Drive

Richton Park, Il 60471

Home 708-***-****

Fax 708-***-****

********@*****.***

HCR Manor Care

Business Office Manager

2004-2007

Business Office Manager Summary: Responsible for managing Accounts Payable, Accounts Receivable, Payroll, Reception and Central Supply for a 190 bed Skilled Nursing Facility.

• Assure accurate and timely billing of Medicare, Medicaid, Insurance, V.A., Hospice, and Private Pay accounts. Ensure co-insurance is billed with weekly follow-up and collection logs maintained.

• Audit accounts, perform adjustments, approve delinquent accounts to send to the attorney after all collections attempts have been exhausted and approve all bad debt write-offs.

• Complete month-end closing process, balance petty cash, resident trust and reconcile against bank statements monthly.

• Manage bad debt process; assure all denials or requests for additional information is processed, Medicare ADR’s are logged and resolved, collection attempts or involuntary discharge procedure are initiated when appropriate and weekly follow up on claims.

• Additional responsibilities include Weekend Manager on Duty, assist Admission Director in marketing, bringing new referrals, and assist Social Services with applying for residents who need to convert to Medicaid pending because they do not have additional assets for private pay.

• Attend Medicare meeting to maximize on Medicare RUGS, enter rehabilitation charges, pharmacy charges, lab charges, x-ray charges, beauty shop charges, wound charges, and any additional ancillary charges.

Montgomery Place Retirement Community

Accounts Receivable Specialist

2003-2004

Accounts Receivable Specialist Summary: Responsible for timely billing and collection for a 110 unit upscale Independent Living Community and 80 bed Skilled Nursing Facility.

• Verify Medicare eligibility through Florida Shared system, Medicaid through REV system, insurance through Ecare as well as verifying via telephone.

• Complete the application process for residents needing to convert to Medicaid.

• Update census daily with all changes and post cash on a daily basis.

• Bill ancillaries, labs, therapies, and enter Medicare RUGS.

• Reconcile resident trust and petty cash.

• Complete month end closing for Accounts Receivable.

Franciscan Sisters of Chicago

Accounts Receivable Billing Analyst

2001-2003

Accounts Receivable Billing Analyst Summary: Assure accurate and timely billing for, a 200 bed Skilled Nursing Facility. Manage the reception staff to assure five star customer service experience.

• Update census and computer with all changes including; new admissions, discharges, bed holds, room changes, payer transfers and reconcile daily.

• Enter demographics on face sheets then administer to management.

• Enter Medicare RUGS, bill ancillaries, pharmacy charges, therapies, labs, x-ray and post cash to resident accounts.

• Maintain resident trust accounts and reconcile monthly.

Education

1990-1994 Southern Illinois University Carbondale, IL

Bachelor of Science Health Care Management

Professional Licenses

2010 (N.A.B.) National Association of Long Term Care Administrators Boards

Professional Certification Residential Care Facility for the Elderly (RCFE)/Assisted Living Administrator

Computer Experience

Windows, Microsoft Word, Power Point, Excel, Word, Word Perfect, Medical Manager, IDX, Medicare, DDE, J.D. Edwards, Renal Star, Meditech, Nebo, Infosys, Ecare, Keane Ferranti, Kronos, Paychex, Tru-time, ADP, Etime, Add-On Financial System, Medicaid REV system, Resident Fund Management Systems, Care Central, Trail Blazer, Yardi, REPS, Allscripts, and Skyline.

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