Customer Service Project Manager

Jennifer A. Williams

***** *. ***** *****, ********, AZ 85379

Home: 623-***-**** * Cell: 602-***-****

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

Ambitious operations specialist with 15+ years of experience contributing to exceptional customer service and overall performance. Uniquely skilled in developing solutions which positively impact quality and efficient operations. Proven excellence in establishing strategies to propel growth, improve processes and proactively manage budgets.

Healthcare & Retail Operations * New Unit Startup & Budget Analysis * Team Building * Project Management * Employee Retention & Development * Policy & Procedure Implementation

Professional Experience

Hatfield Family Medicine, Gilbert, AZ (2009 – Present)

Practice Administrator

Contributes to the company mission through evaluation of the day-to-day business and clinical operations of five locations. Maintains a broad responsibility for business planning, leadership, fiscal/budget management, policies & procedures, community relations, human resources and company communications.

•Rounding on each clinic location to enhance the communication and consistency of the operations.

•Analyze situations, identify problems, and evaluate alternative courses of action through utilization of performance improvement principles.

•Plan, prioritize, assign, coordinate and review work the staff is responsible for completing while providing support to practice providers and patients.

•Recommend and assist in the development and implementation of goals and objectives.

UnitedHealth Group – Ingenix, Phoenix, AZ (2008 – 2009)

Market Consultant

Through the art of presentation educated physicians and their staff on the risk adjustment model. Provided the physician and staff history reporting, elements of a coding tool kit and clinical initiative education heightened the level of awareness and overall understanding of the Medicare Risk Adjustment program.

•Requested appropriate reports and data to enhance the validity of the education.

•Maintained ongoing communication to provide excellence in customer service while developing and enhancing positive relations with providers and their facilities.

•Relayed information through reporting structures for continued tracking of progress and to satisfy the client obligation.

•Collaborated as a team to cover the Arizona market and grow with the addition of new clients.

•Utilized Saleforce CRM to uphold the timeliness of the project and ensure the best result for Ingenix as well as the provider.

The CORE Institute®, Sun City West/Sun City, AZ (2006 – 2008)

Operations Director

Commanded operations, training and recruiting for all locations. Conducted weekly process mapping exercises and quarterly financial assessments and leadership development evaluations. Cultivated relationships with hospital organizations, other internal departments and vendors to ensure profitability and efficient productivity. Implemented continuous quality improvement measurements to increase patient satisfaction scores.

•Hired, trained and managed staff on all areas of clinic policies and procedures.

•Championed process improvement council to proactively develop solutions and enhance the patient experience.

•Strategically reduced staff resources through a role redesign to improve efficiency and productivity.

•Collaborated with Facilities department in opening two new clinic locations.

•Initiated the creation of corporate Operations Manual.

Practice Manager

Primary leadership and management of training, developing and coaching, employee relations and retention and implementation of administrative and clinical policies and procedures. Coordinated physician schedules at the clinic and operative times at corresponding hospitals. Executed employee satisfaction action plan. Interacted with patients to provide problem resolution.

•Spearheaded the launch and opening of new clinic location, coordinating resources and logistics.

•Maintained a Zero percent turnover rate.

•Increased clinic volume by 18% through standardization of clinic templates, maximizing physician intervals and improving throughput.

•Analyzed and reduced supply inventory levels through optimization of vendor pricing and on-hand quantities.

•Interacted with patients and family members during problem resolution situations.

•Analyzed weekly data to improve customer response times.

Project Manager

Providing leadership, managerial supervision and resource support to improve operational effectiveness. Creates a seamless transition of new sites from facilities conception to operational completion. Identifying and proactively recommending solutions that genuinely impact quality patient care and proficient operations.

•Facilitated in the design, launch and implementation of new clinic sites.

•Managed the implementation of existing policies and procedures for the new sites.

•Directed new staff hiring, initiated on-site training and evaluation of operations upon start up.

•Coordinated transition to permanent site team and management.

•Resided as the operational contact for practice management, billing and operational systems.

•Implemented OSHA program throughout organization, managing compliance and training.

•Administrated radiology regulations, licensure registration and new unit set up.

•Conducted monthly presentations to Senior Leadership and appropriate committees.

•Utilized Microsoft Project to coordinate tasks and maintain effective timelines.

Sun Health Corporation (now Banner Health), Sun City/Sun City West, AZ (1998 – 2006)

Marketing Coordinator

Designed and wrote copy for collateral material, such as, brochures, fact sheets, newsletters, website content and advertising campaigns. Managed and executed marketing strategies, maintained budgets and designed media plans.

•Implemented branding campaign which resulted in a 33% increase in awareness.

•Coordinated a community program with local newspaper titled “Doctor on Call”.

•Collaborated in the creation and implementation of a school educational program - “Apple a Day”.

•Facilitated the distribution of collateral material, fliers and promotional posters throughout the system.

•Assisted special events team to promote and support events within the communities and organization.

Practice Manager

Managed daily operations and functions physician office within the corporation. Performed and coordinated activities related to patient care. Managed the flow of the office. Coordinated recruiting and retention efforts. Developed, monitored and controlled budget expenditures. Ensured compliance with billing regulations and HIPAA and Arizona Department of Health Services licensure standards.

•Assisted the Director in the development and execution of new clinic in an unusual environment: obstetrics & gynecology practice in a retirement community.

•Built reputation for excellence in customer service.

•Marketed practice to surrounding, growing family communities.

•Initiated “Do the Zoo”, a community event designed to teach families about child safety, women’s healthcare issues and services available in the area.

Admitting Registrar/Front Office Assistant

Coordinated patient registration for inpatient, outpatient and emergency services. Verified insurance eligibility, authorization and obtained referrals when applicable. Obtained signatures for services rendered.

•Assisted in the opening and marketing of new hospital outpatient services: wound management, continence and hyperbaric oxygen therapy.

•Trained and oriented new staff on policies and procedures, daily operations and JCAHO guidelines.

Education

Bachelor of Arts in Journalism – Advertising

The Ohio State University, Columbus, Ohio

Professional Associations

The Ohio State University Alumni Association

Medical Group Management Association – National and Arizona Chapter

Technical Skills

Microsoft Word, Excel, PowerPoint, Project and Publisher

SAGE/Intergy PerfectPractice, Primesuite/Greenway & GE Centricity Practice Management software

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