Customer Service Manager

VINCENT M.FALCO, MHA

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

Dunstable, MA. 01827

Residence: 978-***-****

Cell: 978-***-****

Email: ********@*****.***

EDUCATION

**** *** ***** ***** **** Certification

**** *HA - Healthcare Administration, University of New Hampshire, Durham, NH

1976 BS – Biology, Medical Technology MT(ASCP), Adelphi University, Garden City, New York

EXPERIENCE

4/2011 WOMEN and INFANTS HOSPITAL, Providence, RI

to Present (Women & Infants Hospital is a 247 bed not-for-profit hospital specializing in women’s health services, obstetrics/gynecology care and neonatology care. Women and Infants is a member hospital of the Care New England System.)

Senior Division Manger, OB/GYN Ambulatory Clinic

Responsibilities: Management of practice operations, operating budget, capital budget for OB/GYN ambulatory health services. Direct reports (45) including, registration supervisor, RN staff, Nurse Practitioners, Medical Assistants, administrative business office and patient service staff. The clinic services 35,000 patient visits annually with an operating revenue generating $8 million. Manage personnel and staffing operations. Write job descriptions, recruitment, training and orientation, performance evaluation, enforce progressive discipline / corrective actions, and deliver termination notice and exit strategy. Oversee weekly payroll and employee work hours, schedules, assignments. Communicate and implement hospital and departmental policy.

Accomplishments:

• Lead team to analyze and redesign process flow to improve patient registration and wait room lag time. Resulted in decreasing time by 10-20 minutes.

• Deployed Six Sigma tools to identify gaps in securing insurance authorization. Resulted in implementing changes to patient financial clearance process, securing advance insurance authorization for services. Thereby, decreasing revenue write-offs by $150,000.00.

• Collaborated with physician faculty and Informatics EHR committee to develop project timeline and implementation of OB/GYN EMR. EMR is 80% toward completion.

• Developed analytic IDX scheduling reports to examine patient no show rates and service line scheduling conflicts. Restructured schedule templates to allow for consistent service line blocks and increase patient activity.

• Developed FTE justification to deploy RN for specific role to expedite patient intake and triage to appropriate provider. In addition, utilize RN for the RI Department of Health sponsored Cancer Screening program to assure program data completion and payment of services.

• Established supplies ordering process to assure timely and appropriate inventory of clinical care delivery materials.

VINCENT M.FALCO, MHA

• Participating with institute insurance contracting to assure inclusion and payment of primary care services for uninsured and under-insured patient demographic.

3/2007 BOSTON MEDICAL CENTER, Boston, MA

to 9/2010 (Boston Medical Center is a private, not-for-profit, 508 bed academic medical center. It is the largest safety net hospital and Level I Trauma center in New England)

Administrative Director, Neurosurgery

Responsibilities: Senior executive business manager responsible for the daily patient activity and practice operations management of clinics and off-site practices, all annual hospital operating and capital budgets, annual physician faculty professional P&L and professional practice budget, strategic business venture planning and logistics implementation for program service line development, analyzing financial and revenue cycle performance, monitoring and evaluating ambulatory clinic and surgical service line operations metrics and cash performance, participate in Physician Foundation and hospital organization patient service excellence committee, facility committee, marketing committee, and physician network referral access committee. Direct reports of 12 staff including physician assistants, RN, nurse practitioner, and administrative business office staff. Ambulatory clinic services 3,000 patient visits annually, 600 surgical cases with an operating revenue generating $6 million. Manage personnel and staffing operations. Write job descriptions, recruitment, training and orientation, performance evaluation, enforce progressive discipline / corrective actions, and deliver termination notice and exit strategy. Oversee weekly payroll and employee work hours, schedules, assignments. Communicate and implement hospital and departmental policy.

Accomplishments:

• Wrote business plan and pro-forma justification for physician recruitment in Neurosurgery. Resulting in two (2) faculty recruitment and subsequent development of new medical delivery service lines and clinic volume increase in pediatric neurosurgery and complex spine neurosurgery.

• Created faculty compensation model based on P&L cash and RVU productivity. Resulted in physician bonus dispersal.

• Collaborate on all aspects of ACGME application and developing Neurosurgery Residency program.

• Developed two (2) off site practice office locations and practice operations logistics. Resulting in increased market capture, clinic volume increase, and surgery cases.

• Redesigned professional practice revenue cycle to reduce aged A/R, reduce days in A/R by 40 days, reduce billing time lag by 10d, increase collection rate by 10%. Review of coding practices and chart audit resulted in gross revenue recapture of $150,000.00.

• Using industry benchmarks implement practice standards, monitoring, and reporting metrics for gauging productivity/efficiency. Resulted in consistent operations of employee practice. Thereby opening appointment slots and increased volume and capacity consistent with new faculty recruitment.

• Serve on Patient Service Excellence committee to advance Press-Ganey satisfaction scores and greater phone access for patient experience.

VINCENT M.FALCO, MHA

• Serve on Referral Access committee to develop and implement HIE and appointment referral process for PCP referring physicians and Community Health Centers. Resulting in increased appointment activity, diminishment of FAX paper work, and more rapid referral authorization approval.

• Structured department research administration. Successful IRB approval of 4 clinical trials. Manage all research administration and pre- and post award fiscal operation.

• Collaborated with marketing staff to develop content of Neurosurgery web site, radio and media advertising for CyberKnife and Complex Spine services, and direct mailing campaign.

• Collaborate with Neurosurgery Chairman and OR scheduling committee to optimize Neurosurgery OR suite block time and efficiency to surgical scheduling process. Resulted in timely scheduling of acute severity cases and appropriate elective cases.

7/2005 UMASS MEMORIAL HOSPITAL, Worcester, MA

to 3/2007 (UMass Memorial Hospital is a not-for-profit, 781 bed medical center affiliated with the UMass Memorial Health Care network. It is the teaching hospital of the University of Massachusetts Medical School)

Division Administrator, Hematology/Oncology

Responsibilities: Professional faculty business manager responsible for professional revenue cycle and annual physician faculty professional P&L and professional practice budget, liaison and directly collaborate with ambulatory clinic and infusion center manager on all ambulatory activity and management of practice operations and hospital operating budget. Direct practice operations management at off-site practices. Analyze and assess financial and revenue cycle cash performance metrics. Participate in Physician Foundation finance committee and hospital organization patient service excellence committee and physician network referral access committee. Direct reports of 15staff including nurse practitioners, clinical research associates, lab staff and administrative business office staff. Direct financial and research administration oversight of Chairman research clinical trail activity. Manage personnel and staffing operations. Write job descriptions, recruitment, training and orientation, performance evaluation, enforce progressive discipline / corrective actions, and deliver termination notice and exit strategy. Oversee weekly payroll and employee work hours, schedules, assignments. Communicate and implement hospital and departmental policy.

Accomplishments:

• Created faculty compensation model based on P&L cash and RVU productivity. Resulted in physician bonus dispersal.

• Created successful business plan for Nurse Practitioner. Recruited and implemented NP practice allowing more effective patient flow and clinical trail activity.

• Developed four (4) off site practice office locations for ambulatory physician contract services. Resulting in increased market capture and clinic volume increase.

• Collaborated with Faculty Foundation to redesign professional billing encounter form and charge capture flow process. Thereby, eliminating CPT code inconsistency and decreasing days to bill submission. Decrease billing edit problems and return denials.

VINCENT M.FALCO, MHA

• Using industry benchmarks implement practice standards, monitoring, and reporting metrics for gauging productivity/efficiency at off site locations. Resulted in consistent operations of employee practice. Thereby opening appointment slots and increased volume and capacity.

• Partnering directly with Division Chief and organization research administration. Resulted in successful IRB approval of clinical trials. Manage all research administration and pre- and post award fiscal operation.

6/ 2004 ONE CELL SYSTEMS, Cambridge, MA.

to7/2005 (A small start up biotechnology company researching and developing products for flow cytometric cell analysis and technical services for cell line development)

Director of Technical Services

Responsibilities: Collaborate directly with client scientific team to create experimental design and work plan milestones and deliverables, manage daily laboratory client services operations, oversight project process, and timeline schedules and monitor weekly deliverables and project documentation. Prepare and present product technology and laboratory assay services to potential clients. Prepare and present to client lease or purchase contract options. Provide on phone and/or at site product and technology support. Develop technical information and marketing literature. Conduct scientific symposia and staff exhibition booths at scientific conferences.

Accomplishments:

• Manage 10 technical client contracts with revenues of $100,000.00.

• Research new utilization for proprietary assay format to position product to emerging research and clinical markets. Resulted in cytokine secretion assay.

• Manage overall product development and client service process from concept, goal milestones, work activities, and deliverable product. Resulted in deliverable cell line culture to client.

• Wrote SBIR grant proposal specific aims and experimental design methods resulting in grant funded research.

8/1996 TUFTS-MEDICAL CENTER, Boston, MA.

to 6/2004 (Tufts-Medical Center is the primary academic teaching hospital for Tufts University School of Medicine)

Administrative Manager for Genetics Research Flow Cytometry

• Responsibilities: Manage academic research laboratory operations in support of several dedicated research projects with specific scientific goal to identify fetal cells circulating in the maternal blood stream. Collaborate with principal investigators in experimental design, data analysis, interpretation and presentations. Assist in grant writing, scientific proposal development, research operations budgets, and submission to IRB, manage all pre- and post award finances and research administration.

VINCENT M.FALCO, MHA

Accomplishments:

• Research laboratory Principal Investigator granted RO1 grant and participated in NIH study. Generated several scientific results and publication in peer reviewed journals.

6/1991 LAHEY CLINIC, Burlington, MA.

to 8/1996 (The Lahey Clinic is a physician-led nonprofit, 317-bed acute-care teaching hospital of Tufts University School of Medicine)

Flow Cytometry Laboratory Manager

Responsibilities: Manage operations of hospital clinical laboratory. Prepare report for pathologist of immunophenotyping data analysis and interpretation of neoplastic hematolymphoid cells. Create and manage laboratory operating budgets. Direct workflow operations, technologist scheduling and monitor and review quality control procedures and calibration results. Write comprehensive procedure manuals, QC/ QA procedures to maintain laboratory competency and accreditation in compliance with CAP, CLIA, OSHA, and JCAHO.

Evaluate laboratory technologies and capital equipment purchases. Create cost/benefit business plan, ROI for capital equipment and operations implementation plan. Evaluate cytometry technologies, products, and software applications. Negotiate capital equipment purchases, service and reagent contracts. Manage personnel and staffing operations. Write job descriptions, recruitment, training and orientation, performance evaluation, enforce progressive discipline / corrective actions, and deliver termination notice and exit strategy. Oversee weekly payroll and employee work hours, schedules, assignments. Communicate and implement hospital and departmental policy.

Accomplishments:

• Evaluate clinical bench assay technology and capital equipment. Developed technology plan to implement multi-fluorescent technology and purchase of capital equipment. Resulted in approval for technology capital purchase.

• Cross trained entire immunology laboratory staff in clinical cytometry. Resulted in ability to cross-cover clinical bench and address technologist desire to train and develop in cytometry technology bench skills.

• Wrote entire clinical cytometry laboratory procedure manuals, QC/ QA procedures to maintain laboratory competency and accreditation in compliance with CAP, CLIA, OSHA, and JCAHO. Successful approval of all regulation agencies.

9/1986 UNIVERSITY OF VERMONT, Burlington, VT.

to 6/1991 (Academic university for the State of Vermont)

Supervisor Core Research Flow Cytometry Laboratory

• Responsibilities: Manage academic core research laboratory operations in support of entire academic research principal investigators with research projects requiring cytometric cell analysis and cell sorting services. Collaborate with principal investigators in experimental design, data analysis, interpretation and presentations. Assist in grant writing, scientific proposal

VINCENT M.FALCO, MHA

development, research operations budgets, and submission to IRB, manage all pre- and post award finances and research administration.

Accomplishments:

• Completed numerous scientific projects resulting in PI grant funding and research publications in peer reviewed journals.

6/1976 MEMORIAL SLOAN KETTERING CANCER CENTER, New York, NY.

to 9/1986 (Memorial Sloan–Kettering Cancer Center is a 470 bed cancer treatment and research institution)

Medical Technologist, Bone Marrow Flow Cytometry Laboratory

Responsibilities: Perform all hematology and immunology clinical laboratory bench procedures and cell cytometry instrument assay. Analyze results and complete data input to clinical laboratory information system. Communicate results to attending pathologist.

Accomplishments:

• Began healthcare career as a laboratory medical technologist MT(ASCP). Participated in instrument evaluations and assay procedures for introduction to clinical practice. Implemented Flow Cytometry applications to the Bone Marrow Laboratory.

Executive Competency Skill Set

Faculty Practice Management.

• Analyze monthly professional billing and reimbursement reports: Payment and Charge journals, Charge Lag, Days in A/R, Aged A/R, Payer Denial, Payments/Payer Mix by Services. Examine for trends/patterns that are indicators of operations. Created dashboard synopsis for Chairman and Faculty. Plan and implement change to operations and process to correct to budget and performance metrics.

• Perform all standard operational audits in accordance to faculty management organization. Reconcile P&L cash and accounts receivables, reconcile payments to service level charge entry and collection rates, reconcile all accounts payable and check register.

• Review and approve all Faculty practice and individual physician fiscal transaction. These include expense accounts, credit card accounts, bank cash transactions, payroll and salary change, bonus and incentive compensation.

• Prepare annual operating budgets for physician professional practice. Analyze current and historic volume and financial statistics to prepare projections and justification in support of budget. Ensure compliance to Faculty management budget process and revenue/expense targets.

• Create business plan proposals and financial ROI analyses in support of department strategic goals for new service expansion to clinical off site locations.

Clinical Service and Ambulatory Operations

• Create annual ambulatory clinic operating budgets and FTE staffing based on volume and expense trends. Validate expense justification with Hospital budget and finance departments.

• Monitor all critical Hospital Statistical data: Outpatient volume trends, admissions and discharges, DRG discharges, LOS, Surgery volume. Write monthly budget variance analysis reports and FTE variances.

• Develop and implement tactical operation practices for improved patient experience, telephone response and customer service consistent with institute wide customer service excellence initiatives to assure access to timely patient appointments and phone communication.

• Manage and supervise all front end and back end ambulatory revenue cycle practices. This includes pre-registration and registration activities, insurance authorization, co-pay collection, fee for service collection, billing encounter form coding and compliance, charge entry, and reconciliation.

• Manage and supervise ambulatory experience of patient scheduling alignment with physician schedules, patient reception and flow to exam room, exit and follow up appointment process.

• Work directly with Physician network office to ensure consistency and quality of access for referring physicians, community practices and health centers. Assure physician to physician communication and expedite consult letters.

Faculty Medical Staff Services

• Complete and submit all Faculty medical staff privileges documents. Prepare and submit all third party payer enrollment documents. Follow up with insurance to secure provider identification numbers. Maintain all physician credential documents and assure compliance within expiration dates.

• Coordinate with Risk and Compliance office to assure physician training and adherence to coding and medical record documentation. Write specific policy and procedure for billing and coding compliance. Establish consistent monitoring and audit of medical records and billing and coding.

• Enforce all facility regulatory compliance in accordance to JCAHO, HIPPA, DPH, OSHA.

• Prepare and submit to Dean’s office Faculty appointment and promotion forms. Directly coordinate with University office on all matters of the faculty hiring process, compensation distribution details, benefits and other on-boarding processes.

Personnel Supervision

• Manage personnel and staffing operations. Write job descriptions, recruitment, training and orientation, performance evaluation, enforce progressive discipline / corrective actions, and deliver termination notice and exit strategy. Oversee weekly payroll and employee work hours, schedules, assignments. Communicate and implement hospital and departmental policy.

• Review salary, wage and organizational structure of department. Re-structure all work efforts and FTE to meet business needs of Department.

Research Administration

• Coordinate with Academic Office of Research Administration and IRB for federal grants, contracts and clinical trials. Create budget, research staff, and capital equipment application in accordance to federal regulation. Perform all pre-award and post-award financial accounting and regulatory compliance activity in accordance with academic institute, federal, and industry terms and conditions. Monitor clinical trial activity and recruitment participation. Develop marketing and promotion campaigns.

IS SKILLS:

Cerner, IDX, Centricity, Hospital Financial and Reporting, Crystal Reports, MS Office, Kronos, Six Sigma, MiniTab Statistics, Visio.

PERSONAL:

Married, two children, ages 24 and 20

OUTSIDE INTERESTS

Hiking, Photography, Bread Baking

REFERENCES

Furnished upon request

Publications

Wang, JY., Zhen, DK., Falco, V.M., Delli-Bovi., Farina, A., Bianchi, D.W. (1997) Fetal cell recovery using anti-gamma globin: FACS versus MACS. Am. J. Hum. Genet. 61: 945

Bohmer, RM., Zhen, DK., Falco, V.M., Campbell, TA., Bianchi, DW. (1997). Flow sorting of nucleated RBCs from maternal blood: comparison of anti-gamma and anti-zeta for yield and purity of fetal cells. Am. J. Hum. Genet. 61: 951

Wang, JY., Zhen, DK., Falco, V.M., Sekizawa, A., Zilberstein, ME., Bianchi, D.W. (1998) Prenatal exclusion of unbalanced chromosomal translocation using interphase fetal nucleated erythrocytes isolated from maternal blood and Poly-FISH technique. Am. J. Hum. Genet. 63: 591

Sekizawa, A., Zhen, DK., Farina, A., Wang, JY., Falco, V.M., Elmes, S., Bianchi, DW. (1998) Improvement of fetal cell recovery from maternal blood: suitable density gradient. Am. J. Hum. Genet. 63: 978

Zhen, DK., Wang, JY., Falco, V.M., Sekizawa, A., Elmes, S., Delli-Bovi, LC., Bianchi, D.W. (1998) Poly-FISH technique permits multicolor analysis of single fetal cell. Am. J.Hum. Genet. 63: 594

Zhen, DK., Wang, JY., Falco, V.M., Weber, W., Delli-Bovi, L. and Bianchi, DW.(1998) Poly-FISH: A technique of repeated hybridizations that improves cytogenetic analysis of fetal cells in maternal blood. Prenatal Diagnosis. 18: 1181-1185

Wang, JY., Zhen, DK., Falco, V.M., Farina, A., Zheng, YL., Delli-Bovi, L. and Bianchi, DW. (1998) Comparison of fetal cell recovery using anti-gamma globin: Fluorescence activated cell sorter (FACS) versus magnetic activated cell sorter (MACS). Human Genetics.

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