Customer Service Management

Susan Ross

**** ********* **., *******, ***** *7030 Home: 713-***-**** - Cell: 281-***-****: *****@****.***

Professional Summary

Customer Research Analyst with more than 6 years of experience planning, developing and implementing cost effective programs to create a high quality experience for patients, families and staff. Office management and Expertise includes managing accounts payable invoices, vendor contracts, individual tax preparation, extremely organized, and multitask oriented. Possess excellent interpersonal and communication skills extended experience in research, conducting analysis benchmarking, resource management and customer service.

Core Qualifications

● Demonstrated ability to interact effectively with senior management

● Strong verbal communication

● Billing and account process management

● Equipment and Supply and data management

• Proficient in Microsoft Office Suite

• Proven leadership abilities

• Financial records management

• Extremely organized

Experience

Customer Research Analyst

May 2006 to March 2011

The Methodist Hospital – Houston, Texas

• Conducted analysis to address excessive spending of Service Recovery expenditures which led to an $8000 savings in expenditures per year.

• Successfully led purchased and distribution of Patient information Guide projects which resulted a savings in cost of $15,000.

• Successfully led department renovation and relocation project which resulted in a savings of $20,000. Analyzed departmental documents for appropriate distribution and filing.

• Managed supplies, equipment and furniture request, invoices, vendor contracts and payments for four department cost centers needed to maintain four inter-departments under the Guest Relations Administration

• Successfully process patient complaints and grievances of different levels and aspects in person, as well as via telephone regarding care and Hospital bills which led to the hospital compliance of 100 % of grievances processed and closed with 21 days. Assist when outside sources are presented with a patient complaint for follow-up.

• Office management for Guest Relations/Service Quality in regards to employee processes regarding promotion, termination and orientation process. Manage Patient Liaison assignments, staff meetings arrangements, payroll and attendance for all staff in department as well as yearly skills and Human Resources requirements for department staff.

• Manage projects such as trending changes in Patient Satisfactions scores in correlation to HCAHPS and staff processes and procedures. Purchase and distribution patient information guides to five thousand + patients yearly. Involvement with patient memorabilia to encourage positive patient experience and patient centeredness care.

Methodist Hospital July- 2002 – February 2007 Secretary II/Transcriptionist Houston, TX

• Process patient insurance information and patients for Neurophysiology testing as well as ensure patients are informed of pretesting preparation and post testing protocols regarding test.

• Transcribe Neurophysiology reports including Sleep Studies, Electroencephalogram (EEG studies), Evoked Potential studies (EVP), Sensory Evoked Potential Studies (SEP), and Visual and Video-monitored Evoked Potential Studies using Progris Computerized software.

• Office Management for Neurophysiology department including supply request, payroll management.

• Clinical Governance Representative for patient/employee satisfaction.

Methodist Hospital, August 1999 – July 2002 Ancillary Scheduler-Patient Care Assistant. - Unit Clerk Houston, TX

• Responsible for the scheduling process for patients via call center for outpatient medical testing and hospital admission.

• Responsible for inpatient admission and discharge process creating patient charts, data entry of medication, diet, additional testing and consults per physician request.

• Assist patient as needed with activities of daily living while admitted as an inpatient for pertinent care. Assist with ambulation, encouraging patient to learn care needs and processes to assist with proper and expedient healing.

Quad C Tacoma Terrance-July 1989-Febuary 1997- Staff Coordinator-Patient Care Assistant-Tacoma WA.

• Responsible for managing nursing staff for a 200 patient Nursing Facility to include Registered/Licensed Nurses, Patient Care Assistant, and Rehab Therapist.

• Responsible for managing of required nursing staff credentials and CPR requirements and training.

• Initiated Hire process for Nurses and Patient Care assistants to include conduct reference and background checks with state licensing board.

• Created reports for Director of Nursing and Nursing Home Administrator regarding staffing needs. Requested man managed flex staffing from the various staffing pools.

Tax Associate

January 2011 to March 2011

H & R Block – Houston, Texas

• Increased sales of H & R Block Peace of Mind Product by 22% which resulted in store overall sales to be the second highest in Sales for Peace of Mind Product in the district.

• Worked directly with client to achieve highest quality customer service rating for store location as well as maximum outcome in tax preparation.

• Advised clients of opportunities to increase deductions and reduce tax liability in future tax years.

Participate in store promotions of tax products and encouraging customers to take advantage of opportunities to receive quality tax preparation.

Unit Supply Sergeant

February 1984-May 1989

United States Army

• Managed Fuel and Supply department consisting of 8 staff members to provide fuel, weapons, equipment and supplies to support battalion of 500 staff members trained to repair military vehicles and weapons equipment.

• Managed accountability for over 10,000 pieces of military equipment.

• Responsible for ordering and processing durable and expendable supplies and equipment through various systems as well as transfer specific equipment as needed by other units to different external divisions and companies.

• Management of support equipment and military weapons to superior level of combat readiness.

• Implemented supply management processes to increase accountability of company equipment from 40% to 95% accountability.

Education

University of Phoenix 2011

Phoenix, Arizona, USA

Accountancy

Masters in Accountancy Relevant coursework: Advanced Accounting, Forensic Accounting, Managerial Accounting and Legal Aspects, Auditing and Financial Reporting.

University of Phoenix 2008

Phoenix, Arizona, USA

Business Management/Healthcare Management

Masters

Relevant Coursework: Managing the Business Enterprise, Introduction to financial and accounting, Managerial Decision Making, Healthcare Infrastructure, Strategies for a Competitive Advantage, and Resource Optimization

University of Phoenix 2005

Phoenix, Arizona, USA

Business Management

Bachelors

Organizational Behavior, Critical Thinking Strategies, Research and Evaluation, Information Technology, Business Management, Project Management, Financial Analysis for Managers, Quality Management and Productivity

Professional Affiliations

Project Management Association

University of Phoenix Alumni Association

Texas Alliance for Patient Advocacy

Summary

Management various projects involving creating a quality experience for hospital patients, families and staff.

Manage various office functions for 28 office employees.

Problem resolution with regards to patients care and billing concerns, outside vendors and contracts.

Resource management to assist staff with Patient Centeredness of cares and comfort needs for family and friends.

Coordinated Nursing Staff as need for Nursing Home facility

Staff and equipment management for military personnel in regards to combat readiness.

Monitored and recorded company expenses.

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