Healthcare consulting and training and end user support; project management; client management and account management; 30+ years of management experience in healthcare field; clinical documentation improvement and coding; organization and change management; personnel supervision, training, motivating, recruitment and retention; fiscal budgeting, management, and reporting; planning, prioritizing, and managing multiple complex projects under aggressive timelines and competing priorities; proven multi-tasking capabilities; visionary leadership talents; "team player" attitude and spirit; policy and procedures development; risk management and quality control; key partnership development and natural ability to build relationships within and outside of an organization; strong presentation skills, as well as excellent verbal and written communication skills.
Excellent knowledge of Microsoft products, including: Microsoft Word, Excel, OneNote, Project, PowerPoint, Access, Outlook, Visio, SharePoint, and FTP site creation and maintenance
Proficient in Oracle
Medical transcription and terminology
Knowledge of several EMR/EHR products and practice solutions, including: Epic, Cerner, Meditech, McKesson, GE Centricity, Allscripts
Knowledge of various PACS and RIS systems, as well as Critical Results Bridge, HL7 interface implementations/configurations, DICOM, and cloud based solutions.Operations management
Cross-functional team management
Salary structure/compensation analysis
Supervision and training
Calm under pressure
Complex problem solving
Reports generation and analysis
Training and development
Purchasing and procurement
Unsurpassed work ethic
Microsoft Office Suite expert
Management information systems
Project development and lifecycle
Work flow planning
Superb time management skills
Critical thinking skills
Increased customer satisfaction [number]% by revamping service protocols.Recognized by executive leadership for [result].Managed team of [number] personnel.Created new [description] strategy to drive business development.Achieved record growth in [area].Calendaring
Planned all meetings and travel for CEO.
Facilitated onboarding of new employees by scheduling training, answering questions and processing paperwork.
Oversaw implementation of new phone system which resulted in more cost-effective service.
Investigated any necessary information for proper billing for insurance companies, patients and DMEs such as proper billing codes.
Investigated and analyzed client complaints to identify and resolve issues.
Managed daily schedules and sales leads for all Sr. and Jr. Loan Officers.
Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.
Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Reviewed medical records for completeness, assembled records into standard order and filed records in designated areas according to alphabetic and numeric filing system.
Assisted patients with application for Medi-cal, Medicare and initial appeals for payments.
Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
Maintained status reports to provide management with updated information for client projects.
Successfully trained staff in all office systems and databases, policies and procedures while focusing on minimizing errors and generating superior results.
Assisted with payroll preparation and entered data into cumulative payroll document.
Liaised with HR department to establish employee benefits, training, payroll and termination procedures.
Developed and implemented company's first employee manual outlining all proper business procedures and office policies.Multiple awards for performance.Increased revenue by [Number]%.Cut operating expenses by [Number]% year over year.Played an instrumental role in increasing customer satisfaction ratings index from [number]% to [number]% within [number] years as Customer Service Manager.Promoted to [Job Title] after [Number] months of employment.Project Management:
Initiated [project] which resulted in [positive outcome].
Spearheaded new [program] program which increased retention.
Handled all functions related to [program].
Launched well-received program of professional development courses for all staff.
Mentored and coached employees resulting in a 12% increase in productivity.
Nuance Communications Healthcare Professional ServicesApplications Consultant03/2013 to Current
Three years' experience with Nuance Communications as an Application Consultant for PowerScribe 360 Reporting and PowerScribe 360 | Critical Results Responsible for providing consulting services and training to radiologists, administrators, coordinators, and transcriptionists/editors for over 80 PowerScribe 360 Reporting and PowerScribe 360 | Critical Results training events for both single and multi-facility sites with simple to complex configurations Variety of training events, including pre-go live, go live, follow up, and optimization Maintain busy travel schedules; current travel is 100% Provide ongoing customer support to clients at various stages of implementation Interim Customer Support Supervisorfor Critical Results Message/Call Center Key contributor for development of documentation for internal and customer facing materials Maintain all Nuance required certification courses as needed Attend Nuance University courses to increase and maintain knowledge base and skill level Onboarding and training of new Application Consultants and Critical Results Customer Service team members, including mentoring, shadowing, and sharing of information.
Have received numerous internal and external customer accolades and received a spot bonus for performance as Interim Customer Support Supervisor PowerScribe 360 Reporting: Consulting and training at multiple facilities across the global U.S.
and Canada (training includes radiologists, administrators, and transcriptionists/editors.) Additional add-on products include Peer Review, Assure, Montage, Mobility, Clinical Guidance, Quality Guidance, PowerShare, Auto Texts, custom fields, voice training, and creating work lists Assist with defining workflows, troubleshooting, and go live support PowerScribe 360 Critical Results: Consulting and training at multiple facilities (training includes radiologists, administrators, and coordinators), Mobile Clinician, troubleshooting, go live support Provide excellent customer service to internal and external customers Assist Client Managers and Project Managers as needed for PowerScribe 360 | Critical Results and assist with Critical Results Message Center and customer calls as needed.
OU PhysiciansSenior Practice Administrator01/2009 to 01/2012
Managed all aspects of multi-specialty clinics Defined strategies and developed business plans Human Resources; hiring, supervision, onboarding, training, performance appraisals, disciplinary procedures, scheduling Fiscal management: Developed and managed budget and monthly forecasting, accounts payable, and patient billing Customer service for physicians and patients Report writing and preparation for QA Coding and clinical documentation management Liaison with vendors Key Accomplishments: Successfully completed transition of extremely busy independent family practice clinic to OU Physicians.
This included transitioning to new billing and scheduling software, EHR, telephone systems, training employees in policies and procedures.
This was completed three months ahead of scheduled timeframe.
Increased customer satisfaction scores by 90 percent within three months through restructuring of business operations and standardizing employee training, as evidenced by Press Ganey scores, and resulted in surpassing executive management's goals for successive quarters.
Built strategic alliances with team members and spearheaded cross-functional initiative to achieve increased patient satisfaction, better fiscal management, increased quality provision to patients and lead implementation of quality initiatives.
Received unprecedented 100% score on internal quality and patient accreditation preparation survey of clinic after only three months of operation.
Practice Management Consultant01/1987 to 01/2013
Healthcare consulting and project management services.
Quality transcription services.
Interim Customer Support Supervisor
Managed staffing for 24/7 Critical Results Message/Call Center.
Served as escalation point for Call Center issues and followed up with clients, both internal and external.
Served as administrator for PS360 | Critical Results application by creating new institutions, creating new FTP sites, and maintaining database.
Monitored computer system for incoming alerts, processed alerts, and documentation of actions.
Staff onboarding, training, development, coaching, mentoring, and scheduling.
Developed and maintained Standard Operating Procedures.
Nuance Communications Healthcare Professional Services
American College of Medical Practice Management
Job Titles Held:
Senior Practice Administrator
Practice Management Consultant
Interim Customer Support Supervisor
BA : Business Administration BA : Psychology 2012 Medical Practice Management Certification (Professional Development)
Parents Helping Parents Non-profit Administrator Certification (Professional Development)
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