Customer Service Medical
Resume:
Susan P Baker
Chandler, AZ 85224
**********@*****.***
CAREER PROFILE
A Health Care Administrator with 25+ years experience in Oncology Program management. Experience as a regional director for up to five facilities including Radiation Oncology, Medical Oncology(In-patient and Out-patient), Breast Center, PET/CT, Tumor Registry, BMT program, Cryo Lab, Cancer Education Center. Academic and community hospital settings.
Proven record as a communicator, negotiator, business developer and educator. Strong relationship management skills. Effective leadership in billing and reimbursement issues, problem solving, decision making and team-building skills.
KEY QUALIFICATIONS
Fiscal Management New facilities/programs/technologies Billing and Reimbursement
Hiring, Training and Staff Retention Customer Service/Relations Team Player/Builder
Multi-Disciplinary programs Multi-facility Management Contract negotiation
Strategic Initiatives Proposals/Presentations JCAHO preparation
ACoS, ACR and NAPBC Survey preparation Facilitator
EMR implementation
SELECTED ACHIEVEMENTS
• Ability to work with Multi Physician/speciality practices
• Fiscally responsible for Revenue budgets of several million.
• Managed all levels of staff at 5 facilities with 65 FTE’s
• Ability to turn around problem centers.
• Improved billing reimbursement by 10% at 2 facilities.
• Successfully brought together four independent facilities to function as a system.
• Established a model of sharing staff and expertise between four (eventually five) facilities, which resulted in some significant cost savings.
• Successfully prepared bids for several RFPS (request for purchased services) including: VA, State services, CIGNA. Expertise with Medicare for billing and reimbursement issues.
• Grant writing for research projects.
• Successfully planned, built and opened a full service Cancer Center
• Reduction of staffing costs due to new staffing model to replace agency personnel(15 % savings on staffing costs)
• Excellent negotiating skills for high dollar equipment.
• Evaluated and established several new modalities e.g. HDR, Prostate seed program, Total Body Irradiation, Stereotactic Radiosurgery, Mammosite.
• Successfully prepared and passed all JCAHO reviews (No Issues).
• Served on hospital and local community boards and committees.
• Volunteer work with Susan G Komen.
• Chairperson for American Cancer Society “Relay for Life” in Chandler, AZ 2007.
• Volunteer work with Junior Achievement, 2007.
• Implemented EMR at three sites including Radiation Oncology, Medical Oncology, Tumor Registry.
• Fund raising committee member-
Applause for the Cause(fund raiser for Breast Center, Dionne Warwick and Sinbad) 2009
• Fund raising committee member- Taste of the East Bay 2010, 2011
• Committee member- Relay for Life Oakland 2010
• Committee member ACS Gala event 2011
• Successful completion of NAPBC (National Association for Accreditation of Breast Centers) survey.
Complimented by surveyor on high standard of the program, received 3 year accreditation in March 2011.
• Successful completion of ACoS survey May 2011.
WORK HISTORY
Alta Bates Summit Medical Center, Berkeley, Oakland, CA
Oncology Service Line Administrator Dec 08-June 11
Responsible for Oncology services including Medical Oncology, Radiation Oncology, 2 Inpatient units one with 6 bed BMT unit(matrix reporting), Breast Center, Tumor Registry, Cryo Lab, BMT program, Education Center,
Oncology marketing program.
B. E Smith, Executive Search Firm, Kansas City, MO
Interim Vice-President of Oncology Services, Mountain States Health Alliance, Johnson City, TN
Mar 08-Sep08
Contracted to provide executive level services for a large Oncology program in eastern Tennessee.
Out-patient Infusion center, 18 bed In-patient unit, Radiation Oncology at three facilities.
Highlights of this position:
Update 2 Radiation Oncology departments, incorporate third department into MSHA organization.
Relocate Out-patient Infusion center, temporary relocation of In-patient Oncology unit.
Physician recruitment, physicist recruitment, introduce new technologies, prepare for JCAHO. Contract negotiation. Billing issues, staffing issues.
Community involvement in Relay for Life, Circle of Hope, Pink Ribbon bike ride.
B.E. Smith, Executive Search Firm, Kansas City, MO 2007-2008
Interim Executive Director, Cancer Treatment Center, Swansea, Illinois
Contracted to provide executive level services for a large Cancer Center, consisting of Medical Oncology, Radiation Oncology and PET/CT center.
Highlights of this position:-
Closed down large Medical Oncology Practice and worked on a 9000 foot expansion to the facility in preparation for a new four/five Physician group of Medical Oncologists.
Dealt with issues relating to closing down part of this center which include three employed physicians. Helped with relocation of staff. Provide direction to full center which has 2 Radiation Oncologists, 31 staff including 2 managers. Contract staff for Physics, IT and equipment maintenance.
Also work on physician recruitment, implementation of mammosite program, PR/Marketing program and physician outreach.
I reported to 2 CEO’s whose hospitals were joint owners of the Cancer Center.
Interim/Consulting work 2000-2007
Positions with various agencies and Healthcare systems.
Eg Marshfield clinic, Wisconsin, Tufts University Medical Center, Boston
Samaritan Health System, Phoenix, AZ 1992-2000
Multi facility health system in Arizona. Level one Trauma center 670 beds, four other hospitals ranging from
300-120 beds. Highest revenue budget of $8 million.
System Director for multi-facility Oncology program
Included five hospitals state wide. Started in June 92 as Administrative Director for Good Samaritan Regional
Medical Center, progressed to Valley Wide Director in 1995 and then System Director in 1996.
Responsible for management at five hospitals including:
• Staffing,
• Fiscal responsibility
• Strategic and Capital planning
• New builds and expansion projects
• New Programs, Equipment selection
• Capital purchases.
In this position I worked with three different Physician groups. I was responsible for 65 staff, which included 8 managers.
Largest hospital was a 660 bed Level 1 Trauma center. Revenue budget of $8 million, operating budget of $2 million. Four physician group with 3 linear accelerators, Cobalt, HDR. Prostate seed, Total Body and Stereotactic programs. Also included Children’s Hospital.
Albany Regional Radiation Oncology Program, Albany, New York 1987-1992
Three hospital facilities and a training program in combination with the SUNY Upstate Program, Syracuse NY.
Chief Therapist and Education Coordinator, Associate Professor, SUNY Upstate Radiation Oncology Program.
• Management for patient services at three hospitals
• Hiring, training and evaluation of staff
• Involvement in the Budget process
• Coordinator of student training
• Equipment evaluation
• New Programs and Technologies
Prior to 1987 I trained and worked at the Christie Hospital in Manchester England. I qualified as a Radiation Therapist then worked as a Therapist/Senior Therapist/Tutor/Senior Tutor.
PUBLICATIONS
Four distance learning books on Oncology for the Higher Diploma course(Masters level) ISBN’s available.
Also edited several modules on Radiation Physics and Radiation Treatment Techniques for the same course.
Papers given at 4 ASTRO conference to both SROA and ASRT meetings.
EDUCATION
Masters in Oncology, obtained in the UK (Evaluated for the US)
Teaching Certificate for Higher Education, London, England.
Diploma in Radiation Therapy, College of Radiographers, London, UK.
ARRT Licensure
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