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Manager Customer Service

United States
August 21, 2012

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To secure a challenging position in the health care field that best utilizes my outstanding customer service skills, interpersonal skills, leadership, internal accounting, including implementing methods and controls to develop and improve operations.


2011- Present Laurus Technical Institute, Instructor

Curriculum development and implementation for medical billing and coding course in all aspects to include theory and clinical processes. Explained, demonstrated and coached in all skills. Administered prescribed test based on curriculum, maintained attendance records, and grades. Tutored students as needed incorporated retention measures as needed, expressed and demonstrated creativity, inspirational and developmental measures to ensure student success. Assisted with preparation of students for certification exams and proctored exam.

2010 – 2011 Children First Pediatrics, Manager

Plan and manage all day-to-day activities. Responsible for staffing, scheduling, financial and office systems and medical records. Manage and implement procedures pertaining to data accumulation, reporting, inpatient and outpatient billing/coding, denials/follow-up, data entry, collections and cash management to include all collections. Ensure adequate supplies are available for proper clinic operations. Evaluate individual work performance in conjunction with director to promote continuity and retention of clinic staff.

2005 - 2009 Saint Joseph’s Mercy Care, Manager

Accountable for the overall day-day administrative and clinical activities at Mercy Clinic North. Check-in/out, collections, financial assessment for slide determination, billing and coding (ICD-9, CPT and HCPCS), denials and reports to ensure proper coding, management reports, QA checklist, master scheduling, oversees centralized scheduling, referrals coordination and all insurance verifications. Mentored, trained and coached back office staff to include CLIA guidelines, JCAHO, coding and QA. Trained interns from various medical assisting schools.

2002-2005 Atlanta Neuromuscular Diagnostics

Atlanta, GA Manager

Organize and assign duties to employees relating to collections, insurance claim filing, typing, medical records, answering telephone, housekeeping, appointment scheduling and computer operations.

Develop guidelines for prioritizing work activities, evaluating production and revising procedures accordingly.

Recruiting, hiring and development of staff.

Implement policies and procedures to obtain the highest quality performance.

Administer on-the-job training for interns from various schools. All aspects of accounts receivables, inpatient/outpatient billing, coding and follow-up, financial counseling, setup payment plans, interact with patients regarding balances. Monthly statistic reports to monitor outstanding accounts and A/R. Work denials to ensure proper and timely payments.

2000-2002 The Emory Clinic, Dept. of Neurology/Psychiatry/Wesley Woods Atlanta, GA. Administrative Coordinator

Accountable for the overall day-day administrative and clinical activities of Neurology/Psychiatry with 42 physicians.

Inpatient/Outpatient coding and billing for Psychiatry.

Work RCMS and TES (denial system) for Neurology/Psychiatry.

Master Scheduling for Neurology/Psychiatry at Wesley Woods.

1999– 2000 The Emory Clinic, Dept. of Neurology Atlanta, GA

Administrative Coordinator/Neurology

Accountable for the overall day-to-day administrative and clinical activities of a sub-specialized medical group practice functioning at two sites with 32 physicians.

Implemented policies, goals and objectives of the department.

Plan and schedule work ensuring proper distribution of assignments and adequate staffing, space and facilities for a patient load of 14,000 patient visits per year.

Select, train, supervise and assume the development of competent personnel.

Mediate physician and employee conflicts.

Effectively and efficiently utilize personnel, materials and equipment significantly impacting financial status.

Maintain physician and employee files with necessary information for credentialing, managed care agreements and licensing.

Orient new physicians to administrative clinical processes. Inpatient/outpatient billing and coding.

Designed procedures to improve the timeliness of billing and decrease in denials.

1997–1998 The Emory Clinic, CBO Atlanta, GA

Front Desk Supervisor

Supports and participates in the continuous assessment and improvement of the quality of care and service provided.

Prepares monthly statistical and financial reports to analyze and direct three different departmental operations.

Ensure policies are carried out; registration; demographics and information are current in the IDX system. Inpatient and outpatient billing/coding, denials, audit for CCI to ensure timely payments.

Commended for the missing charge reconciliation project and decentralizing the front desk check-in/check-out process.

Supervised fourteen employees.

1994–1997 The Emory Clinic, Surgical Oncology Atlanta, GA

Medical Secretary

Scheduled appointments, ancillary testing, diagnostic tests and procedures.

Transcribed office notes, initiating and composing correspondence, submission of surgery billing (utilizing CPT, ICD-9 and HCPCS coding), insurance verification for surgical procedures.

Coordination of schedules, calendars and meetings, preparation of expense reports, maintained license renewals and hospital privileges for surgeons.


1990-1991 Coastal Training Institute, Montgomery, AL

Registered Medical Assistant

Oglethorpe University, Business Admin. Courses

Completed AAPC Medical Coding Cirriculums-2000

Herding College of Business, Atlanta, GA

Florida Metropolitan University, Business Admin. Courses, anticipated graduation 12/2012.

The Emory Clinic - Training & Development

Facilitating Improved Performance - 8/99

Performance Planning & Appraisals - 6/99

Effective Interviewing - 5/99

Master Scheduler - 2/95

Dynamic Communication - 4/99

Diversity Courses - 12/98


Analytical…Detail Oriented…Accurate…Precise…Poised

Exceptional communicator; adaptable to a variety of people and situations;

Excels in training, motivating, and directing team spirit and effort;

Excellent computer skills; adept learner able to effectively integrate skills with

Expertise; thrives in situations with acute deadlines and multiple priorities.


Recognized by The Emory Clinic Executive Administration for exemplary job performance - 7/96

Recognized with monetary incentives by Department Administration for excellent leadership performance.


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