Customer Service Manager
Resume:
Connie McGowan
**** ******** ****** ****, ********, VA 23223
************@*****.***
CAREER OBJECTIVE
A position in a result-oriented company that seeks an ambitious and career conscious person where acquired skills, organization and creativity will be utilized toward continued growth and advancement in the medical industry.
SUMMARY OF WORK ETHICS
I have over 18 years of medical experience in various healthcare settings. I am a very independent, detail oriented, organized individual with the ability to work under pressure and multi-task. I am a fast learner who enjoys learning new skills. I am an event/meeting planner with 15 years of experience in the area of medical, religious and social planning. I have the flexibility to do 90% travel if required in my job.
ACCOMPLISHMENTS
• Established a work-force program to promote employee appreciation in a healthcare clinic.
• Established Physician and LTC facility liaison programs
• Established interactive orientation and in-service programs
• Fun and creative employee incentive programs, events, meetings and celebrations
• Initiated a Customer Service Program within a LTC environment
• Trained in data abstracting and ICD-9 coding for American Trauma Society Accreditation
• Trained in usage of Cerner, Medfiles, Core & Citrix computerized medical record system
PROFESSIONAL BACKGROUND
Envoy of Stratford Hills, Richmond, VA
Marketing/Admission Director., February 2011- January 2012 & Staff Development January 2012-Present
--Torri Robinson, Executive Director
Marketing for a 196 rehab and long-term care facility. Achieve facility census goals and annual budget projections. Acts as liaison between the company and the outside community. Works with local community agencies to generate a positive image, establish relationships and encourage referral activities. Participate in industry trade shows and business development activities, as assigned. Develops strategies to maximize admissions including daily contact with potential referral sources including but not limited to hospitals, physicians, insurers, case management companies and health care agencies. Conducts admission screening of potential patients, determine level of care, services required, equipment needs and insurance coverage, as indicated. Proficient with ECIN & EDischarge. Liaison between American Arthritis Association, Senior Connections, American Heart Association and Alzheimer’s Association assisting with various events and programming. Recruitment and credentialing of new referring physicians. Conduct customer service classes for entire facility and participate in facility orientation. Oversee the facility morale committee.
State mandated inservice education coordinator for nursing staff, orientation of new hires, assist with nursing unit Physician Order change over monthly, infection control for employees & drug screening
HCA Physicians of Family Medicine, Richmond, VA
Clinical Nurse Supervisor., January 2010- December 2010
---Rudy Mendoza, Practice Manager
Clinical oversite of a Family Practice Clinic with 7 Physicians and 15 nurses. Provide direct supervision education, orientation, clinical flow, implementation of new clinical practices, patient education classes, scheduling, supply ordering, computer training, insurance authorization, referral acquisition, outpatient test scheduling, budgeting and clinical triage. Perform audiometric testing, pulmonary functioning, INR checks, immunizations, drug testing, venipuncture/lab testing, vision test and assist with simple procedures. Coordinate all employee incentive programs, recognition/appreciation events and annual celebrations within the clinic. Train, supervise and coordinate the 180hr medical assistant externship program. Served as the lab supervisor for CLIA approved lab waived testing based on COLA guidelines. Promoted clinic marketing into the community and to specialty physicians for increased clinic referrals.
Laurels of University Park, Richmond, VA
Staff Development Coordinator /Asst. HR Coord., August 2007- January 2010
(Currently work PRN)
---Shawanda Watson, ADON
Interviewed & hired all new staff, developed a comprehensive and interactive general and nursing orientation, organized recruitment and retention events and programs, assist with staff scheduling, serve as in intricate part of the nursing management team, organize job fairs, employee incentive events, facilitate state regulated in-services for a 164 bed LTC & rehab facility & rehab facility served as a PRN Supervisor and Unit Manager. Served as the back up team for Admission Department by conducting admission screening of potential patients, determine level of care, services required, equipment needs and insurance coverage. Proficient with ECIN & EDischarge
Medical College of Virginia, Richmond, VA (Department change)
Travel Nurses at VCU Health System, May 2000- February 2003 (later hired as staff)
Trauma Program Specialist, March 2003-May 2007
---Nancy Martin, RN or Kelly Guilford, RN
Served as a travel nurse for twelve 13-week contracts providing direct patient care on the Trauma (52wks), Cardiology (52wks) Neurosurgery (26wks) and Orthopedic (13wks) units. Then later I was offered a permanent position within the hospital to serve as the Trauma Program Specialist. Review and abstract data from trauma related patient’s chart for analysis in identifying complications and sentinel events related during hospital admission. All information is collected and entered into a trauma database for research, statistics, tracking and for reviewing to change or improve current clinical practices. All diagnosis was ICD9 coded prior to entering into the registry. Also worked on Trauma Unit PRN with a patient ratio of 5:1 on regular unit or 3:1 in Step Down Trauma Unit. Assisted with planning the annual Trauma Symposium and served on the employee appreciation/recognition committees on various assigned units and hospital wide.
EDUCATION
Quitman High School, Quitman, MS
H.S. Diploma, 1991
Basic Course Study
Meridian Community College, Meridian, MS
Certificate Program, 1993
Licensed Practical Nursing Program
University of Virginia, Richmond, VA (Satellite campus)
Continued Education, 2008
Meeting & Event Planning
J. Sargeant Reynold Community College, Richmond, VA
Pre-Nursing,
(Pending ADN RN Program graduation)
Licensure/Certification
Commonwealth of Virginia
Nursing License #000******* (Multi-state license)
Expires: 06/30/2013
(Original license: Mississippi- issued 1994)
American Heart Association
CPR Certification
Expires: 07/2012
References
Tashika Nixon, RN Trauma Unit Charge Nurse 1-804-***-****
Shawanda Watson, RN Director of Nursing 1-804-***-****
Charisse Hembrick Unit Manager 1-804-***-****
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