Customer Service Quality Assurance

Randal G. Rockett

**** *. *** ***** ~ Overland Park, KS 66213

Home Phone 913-***-****; Cell Phone 913-***-****

psdkjz@r.postjobfree.com

www.linkedin.com/in/randyrockett

SUMMARY

Over seven years logistics experience in the medical and transportation industries. This includes timely dispatching of people, goods and services. Successfully transitioned seven regional branches into the local logistics center through detailed dispatch analysis. The results were improved processes and performance, including decreased driver overtime of over 20% within three months.

Over eleven years experience in medical administration, including quality assurance, logistics and collections. Maintained physician and referral relationships through public relations initiatives. Organized and followed-up on strategy for improving collections of receivables leading to productivity increases of over 50%.

Over three years experience as a call center credit and collections supervisor. Implemented and evaluated a cost/benefit ratio analysis to support change in department operating hours. Applied change with minimal impact on staffing and customer needs. Productivity improved by over 25% which led to significant operational savings.

EMPLOYMENT HISTORY

Assisted Transportation, Kansas City, KS July 2011 to Aug. 2012

Transportation Dispatcher

• Dispatched company drivers to transport medical patients and other customers to appointments and outings.

• Scheduled a staff of over 80 drivers to maximize route efficiencies.

• Confirmed Medicaid patients’ appointments for scheduling and reimbursement.

• Utilized company fleet and personnel efficiently and effectively to meet deadlines.

• Entered and interpreted data from Agilis software in support of organizational objectives.

Home Depot, Overland Park, KS March 2011 to Nov. 2011

Bay Integrity Associate (Part-Time)

• Enter merchandise bar codes into data base for inventory purposes in support of five retail departments.

• Initiate and follow through on merchandise price changes and product deletions.

Apria Healthcare, Lenexa, KS Sept. 2000-Dec. 2010

Dispatch Analyst Oct. 2004-Dec. 2010

• Managed and monitored up to 30 drivers’ daily progress to ensure deliveries completed in a timely manner.

• Identified and routed up to 120 orders for same-day medical equipment deliveries.

• Coordinated with management on all action plans involving driver compliance with company objectives and procedures.

• Reviewed internal reports generated by the UPS-LT Systems to identify strengths and areas of opportunity.

• Communicated on a timely basis with company branches any issues that might affect services and efficiencies.

Quality Assurance Coordinator Aug. 2001-Oct. 2004

• Interacted and met with over 50 medical professionals to obtain government and industry compliant documentation for medical equipment billing.

• Trained internal and external team members by conducting compliance meetings to ensure timely billing.

• Analyzed received documents for accuracy and completeness so company services could be billed.

Insurance Collector Sept. 2000-Aug. 2001

• Collected past due receivables from private and government insurance for Apria and three other contracted providers.

• Researched and gathered additional information for re-submission of claims after denials or partial payments.

Accounting Solutions, Overland Park, KS

Medical Collections Dec. 1999-Aug. 2000

• Contracted with staffing firm to provide medical collections and customer service for several organizations while pursuing technical certification.

• Worked at Apria Healthcare for three months prior to being hired on a permanent basis.

Olsten Health Services, Lenexa, KS

Medicaid Coordinator Jan. 1999-Dec. 1999

• Verified Michigan Medicaid coverage for company patients and billed the appropriate agency for services rendered.

• Ensured payments were applied accurately in addition to refunds and adjustments processed correctly.

• Updated insurance data base as part of a dedicated team by working with the cash application department.

Alliance Data, Lenexa, KS

Credit and Collections Supervisor Oct. 1995-Jan. 1999

• Supervised a work team of up to 25 customer service and collection call center associates.

• Coached individual associates to maximize performance through direct observations a minimum of three times per month.

• Interviewed and evaluated internal and external applicants for department and organizational open positions.

• Involved in the start-up of servicing a new client portfolio by working with other management team members to develop new procedures.

• Communicated and participated in leadership meetings focused on business process improvements.

• Organized and allocated department work obligations with a team emphasis.

EDUCATION

• Avila University, Kansas City, MO - Bachelor of Science in Business Administration/Management - Graduated with a 3.5 G.P.A.

• IKON Technical, Overland Park, KS – Obtained Microsoft Certified Professional Certification in 2000.

COMMUNITY

• Taught a class for the Greater KC Junior Achievement program

• Co-Chairman of Heart of America United Way Committee

• Co-Chairman of Community Blood Center, Blood Drive Committee

• Member of The Race For The Cure Committee

• Participated in organized community relief efforts for the Joplin tornado victims.

• Serving on the Clothing and Hunger Ministries at Church Of The Resurrection

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