Customer Service Training

ROBERT P. MILLER

**** **** ******

Munhall, PA **120

412-***-**** Home

412-***-**** Cell

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

Objective A position utilizing my strengths in training and education, supervision and communication.

Education M.S.Ed., Duquesne University

B.A., Psychology, Duquesne University

Certified Technical Trainer (CTT+)

InterQual Certified

Qualifications - Seasoned professional with extensive experience in:

 providing training and education to adults in corporate and college environments;

 identifying staff development issues;

 development and implementation of training programs and materials;

 solid understanding of the philosophy and operations of managed care call centers;

 program management; and

 supervision of professional staff.

- Exceptional communication and interpersonal skills

- Effectively able to work with a diverse group of people

- Ability to work as a team member or independently

Experience

2005-Oct 2008

1999-2005

1991-1999

1981-Present

1989-1991

1985-1989

Educational Coordinator

UPMC Health Plan

Pittsburgh, PA

 Develop and implement training programs for new products and programs

 Develop new programs and workflows in cooperation with management and other health plan business such as pharmacy, member and provider services and claims

 Train new and incumbent staff including physicians, case managers, health managers and paraprofessionals

 Schedule in-services and conferences

 Identify gaps in training and develop appropriate corrective education

 Develop a sound customer service program

 Learned and helped develop a custom built application

Training Consultant

Intracorp

Pittsburgh, PA

 Train new and incumbent case managers and physicians throughout the country on processes and programs required for case management

 Working with management and supervisors, identify gaps in training and develop appropriate corrective education

 Provide continuous training and communication on new program releases

 Develop and implement training materials

 Learned a variety of custom built and packaged applications

Psychiatric Case Manager

Intracorp

Pittsburgh, PA

 Case management for inpatient and outpatient psychiatric patients

 Working with providers, negotiate discounted rates for Cigna clients

 Identify opportunities for savings and implement by working with physicians, providers and patients

Adjunct Faculty

Community College of Allegheny County

Pittsburgh, PA

 Teach a wide variety of courses to a diverse student population

Supervisor, Home Based Family Therapy

Lutheran Youth & Family Services

Zelienople, PA

 Supervise home based therapy program for families requiring intervention

 Hire, orient and train masters educated staff

 Prepare and monitor annual budget

Supervisor, Partial Hospitalization Program

Chartiers MH/MR

Bridgeville, PA

 Supervise partial hospitalization program for chronic and acute mentally ill patients

 Develop programs for patients and families

 Advise therapists regarding client counseling issues

 Hire, orient and train masters educated staff

Contact this candidate