Manager Customer Service
Resume:
Michael Masters, DC _______________________________________________
**** ******** **** ** ***** Land, Texas 77479 713-***-**** ******************@*****.***
Objective ______________________________________________________________________
Practice Adminstrator position to utilize administrative and clinical experience proven throughout 12 years of successful corporate management and profitable entrepreneurship.
Profile _________________________________________________________________________
12 years of experience in the health and wellness industry. Over four years experience as manager of Memorial Hermann’s highly successful Executive Exam Program. Prior owner of a profitable chiropractic/rehab clinic. Possesses a unique blend of clinical and business experience, with good interpersonal savvy, organizational resources, team building skills and problem solving abilities.
Skills Summary _________________________________________________________________
Business Development
Billing & Collection using eClinical Works
Budget Preparation
Strategic Planning
Report Presentations
Employee Management
Corporate Wellness
Patient Education
Clinical Operations
Chiropractic Care
Phlebotomy
Case Management
Professional Experience _________________________________________________________
MANAGEMENT: CLINIC OPERATIONS/FINANCIAL PERFORMANCE/STAFFING
Manager of the Memorial Hermann Wellness Institute, providing executive physicals, preventive imaging, corporate wellness and travel medicine services.
Supervise financial performance by monitoring weekly labor costs, eliminating incidental overtime, overseeing billing and collections, directing supply purchasing, producing end-of-month reports, strategic planning and annual budget projections:
o Produce a positive contribution margin each month and every fiscal year.
Supervise a staff of 11 employees, plus physicians, chiropractors and registered dietitians:
o Responsible for all hiring.
o Set goals and position responsibilities during annual performance reviews.
o Conduct regular staff meetings.
Achieved Employee Satisfaction score of 4.55 and Culture Survey score of 4.69 (out of 5).
BUSINESS DEVELOPMENT: SALES/MARKETING/COMMUNICATION
Lead successful effort to become the exclusive provider of Premier Prevention Exams for Shell Oil, becoming their 4th Center of Excellence (Prevention and Wellness):
o Increased monthly patient volume by a multiple of 6.
o Increased annual gross revenue from 1.2 million to an annualized 3 to 4 million.
Negotiated agreement with Metro Transportation to provide influenza vaccinations:
o 2-year contract valued at $46,000.
Authorize service agreements detailing customized protocols and pricing for C-Level executives from Fortune 500 corporations throughout Houston and internationally:
o Revised all exam protocols, resulting in an average revenue increase of $248/exam.
o Foster effective working relationships with corporate clients to maintain high-level customer service and sustained profitability.
Provide direction with all marketing efforts, including radio ads, alt media and print ads.
PATIENT CARE: CHIROPRACTIC TREATMENT/CASE MANAGEMENT
Conduct patient examination, formulate the diagnosis and treatment plan, determine medical necessity and complete narrative report documentation.
Manage and train staff members, review daily therapy treatment and SOAP note documentation and delegate individual responsibilities.
Determine medical necessity on short-term and long-term Texas Worker’s Comp claims.
Review patient files and treatment protocols, made phone calls to the patient and treating doctor, conduct on-site visits to clinics around Houston, compose peer reviews and provide counsel to the Claims Adjustors and Nurse Case Managers:
o Reduced costs for Travelers Insurance Company by expediting treatment plans, recommending treatment options and facilitating the closure of longstanding claims.
DETAIL MASTERY & ORGANIZATION
Responsible for developing, implementing and updating all clinical operations and programs.
Integrate an Outcome Assessment (OA) program using subjective and objective protocols, which enhance care and validate reasonable and necessary treatment.
Review itemized insurance billing, monitor accounts receivables and communicate directly with insurance adjustors, utilizing statutes from the Texas Insurance Code.
Produced a Voluntary Compliance Program, in accordance with the U.S. Dept. of Health and Human Services, establishing uniform standards and procedures regarding accurate CPT coding, correction methods, quarterly auditing and staff disciplinary actions.
Formulate and revise all patient sheets and clinic forms; re-branded the Executive Exam Final Report for all executive clients.
Employment History __________________________________________________________
MEMORIAL HERMANN WELLNESS INSTITUTE – Houston, TX
Manager, Doctor of Chiropractic – 2007-2011
WESTWOOD REHAB & CHIROPRACTIC – Houston, TX
Vice President, Doctor of Chiropractic – 2002-2007
SOUTHEAST REHAB SERVICES – Houston, TX
Doctor of Chiropractic – 2001-2007
PROFESSIONAL DYNAMICS, INC. - Houston, TX
Chiropractic Case Manager – 2004-2005
STAFFORD CHIROPRACTIC CLINIC – Stafford, TX
Associate Chiropractor – 1999-2001
Education ___________________________________________________________________
TEXAS CHIROPRACTIC COLLEGE - Pasadena, TX
Doctor of Chiropractic Degree, 1999
(Four year advanced degree requiring 28-32 credit hours per trimester)
Licensed to practice chiropractic in Texas
Successful completion of Texas Board Exam (Chiropractic) - 2000
Successful completion of National Board Exams I, II, III and IV - 1999
SAN JACINTO COLLEGE - Pasadena, Texas
Pre-chiropractic studies, 1996
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