Customer Service Management
Resume:
Joanne Moreau
Palm Beach Gardens, FL 33410
Home: 561-***-**** Cell: 832-***-**** *************@*****.***
Career Objective: To secure a Healthcare management position in a large Healthcare facility. To use my extensive experience and knowledge of the healthcare revenue cycle, patient access department, scheduling systems, and healthcare system implementations to enhance the delivery of access services to patients. Partner with physicians and other healthcare providers, administration, and ancillary departments in a collaborative way to align access improvement with Hospital goals. Lead performance improvement activities across related operational areas. Bring integrity, professionalism, diplomacy and energy to the Healthcare team.
Education:
Marymount College University of Hartford
Tarrytown, NY West Hartford, Ct
September 1971-May 1975 September 1976-June 1978
Bachelors of Science: Political Science Masters Degree-Public Administration
Palm Beach State College
Institute of Teacher Education
Lake Worth, FL
August 2010 – present
Highly Qualified Teacher
Certified Social Science 6-12
Substitute Teaching
Palm Beach County School District
Palm Beach, Florida ESE JFK Middle School, HL Watkins Middle School
August 2010 – present ESOL Language Arts Jupiter HS, ESOL Social Science Palm Beach Gardens HS &
Lake Worth HS
Title 1 Schools
Team Teaching HL Watkins Middle School
Taught World History/Geography, Civics, US History, Gifted Social Science at Christa McAuliffe MS
Math, Science, Consumer Science, Business Education, English, Language Arts, Reading
Voc Ind Art
Healthcare Experience:
Stony Brook University Hospital
Stony Brook, NY
Director of Patient Access
November 2007-July 2010 Directed Patient Access Department which included registration services, Medicaid workers, centralized scheduling, pre-registration, vital statists, financial services, cashiering, bed management.
Harris County Hospital District
Houston, TX
District Director, Patient Access
May 2001-April 2007
Director Patient Business Services
May 1980-July 1986
Directed registration services staff on two separate occasions which included staff at 3 separate facilities and outpatient clinics. Established, revised and implemented new processes. Worked with internal and external auditors to assure compliance with all State and Federal regulations. Developed department policies & procedures. Developed department orientation materials, conducted in-service educational programs for staff, and staff development seminars for management staff. Implemented Children’s Center call center to streamline business processes for Pediatric patients. Implemented transfer Center and decentralized outpatient check-in and financial counseling/cashiering processes.
CHRISTUS Santa Rosa Healthcare
San Antonio, TX
Director Patient Admissions/
Strategic Systems
May 1992-August 2000
Directed all aspects of Patient Admissions department. Implemented Patient Financial processes. Implemented integrated clinical and financial information system. Trained staff and physicians on new systems. Developed an Access Nurse program. Implemented revenue enhancement processes.
Memorial Medical Center
Savannah, GA
August 1986-April 1992
Managed implementation of financial, decision support, OR scheduling and practice management systems. Worked with department directors to implement IT solutions for operational processes. Implemented financial and clinical IT systems.
MD Anderson Hospital
Houston, TX
August 1978-August 1980
Managed 4 Outpatient Clinics and centralized scheduling office.
Knowledge, Skills, Abilities
Management
Management skills and experience coordinating complex projects
Strong project management, communication and issue resolution skills
Able to anticipate potential problems and issue resolution skills
Able to define tasks clearly with definitions of scope, deliverables and explicit completion criteria
Strong analytical skills
Effectively directs the development, coordination and installation of new methods and techniques
Develops operational and capital budgets and subsequent compliance
Knowledge of personnel management, business principles and practices
Staff Development and Training
Designed Orientation program for staff
Developed Department policies and procedures
Developed and prepared management staff development program
Trained staff regarding new processes/procedures and IT systems
Customer Service
Capable of providing senior level interaction with departments, physicians, and administrators
Strong customer satisfaction commitment to meeting and exceeding expectations
Proven capability to achieve high levels of satisfaction with very demanding and/or difficult customers
Strong customer empathy and the ability to balance customer needs against business objectives
Systems
Familiarity with issues related to integrating complex application systems in a networked healthcare environment
Broad knowledge in information technology and healthcare issues and trends
Strong background in a broad range of healthcare applications
Interpersonal
Proven leadership capability to attract and motivate highly skilled and innovative managers and staff members
Ability to adapt leadership style to situation and individuals as necessary to accomplish objectives while encouraging self-direction and innovation
Ability to effectively delegate responsibility while monitoring and guiding progress toward objectives
Personal
Impeccable personal and business integrity, honesty, and credibility
Capable of problem identification and resolution
Strong diplomatic leader with the ability to either lead, follow, or work as part of a team of peers
Flexible team builder and member with ability to deal effectively with professionals and staff at all levels
Well organized with excellent listening, communication, presentation, and writing skills
Self-motivating, flexible and able to work in a fast paced, constantly changing environment
Computer Skills
General: Microsoft Office, Email
Systems: SMS, HBOC, Meditech, HL7 Interface, IDX, Trendstar, Cerner
Project Management, analysis, problem-solving, staff training, management staff development
References Provided Upon Request
Contact this candidate