business office manager ii resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Motivated and accomplished with a Master’s in healthcare administration with over 20 plus years of experience in administration, operations management, and customer service. I have a passion for developing compassionate, caring, and effective quality of care and safety for patients, with proven abilities in strategic business planning, financial management, operational management, and Lean Six Sigma certifications. I have a diverse background in multiple levels in healthcare administration with the ability to motivate teams and lead by example to fulfill a strong sense of purpose that supports corporate values. Excellent communication and interpersonal skills with the ability to quickly build relationships and form trust with people from various backgrounds.

  • Team Building
  • Complex Problem Solving
  • Handling Customer Complaints
  • Staff Development and Training
  • Recruitment and Hiring
  • Decision Making
  • Microsoft Office Suite
  • Report Preparation and Analysis
  • Regulatory Compliance
  • Performance Management
  • Coaching and Mentoring
  • Motivational Leadership
  • Honesty and Integrity
  • Cross-Functional Collaboration
  • Verbal and Written Communication
  • Contracts and Vendor Agreements
  • Leadership and Change Management
  • Layout Planning
  • Attention to Detail
  • Project Management
  • Multitasking and Prioritization
  • Administration and Operations
  • Accounts Payable and Receivable
  • Budget Management
  • Documentation and Recordkeeping
  • Microsoft Office
  • Payroll Administration
  • Account Reconciliation
  • Database Maintenance
  • Friendly and Relatable
National Louis University Chicago, IL Expected in 05/2016 Master of Science : Health Administration - GPA :
National Louis University Chicago, IL Expected in 05/2014 Bachelor of Science : Applied Behavioral Science - GPA :
Triton College River Grove, IL Expected in 06/2009 Associate of Arts : Accounting - GPA :
  • CPR Certification & First Aid Training – Expires June 2023
  • Certified Change Management in LEAN Six Sigma, Robust Process Improvement (2015)
  • Certified Yellow Belt in Six Sigma, Robust Process Improvement, 2014
Work History
Senior Lifestyle Corporation - Business Office Manager II
Glendale, AZ, 03/2021 - Current
  • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement
  • Maintained CRM (Customer Relationship Management) database with customer updates and report generation
  • Utilized company's accounting systems to review reports and prepare assessments
  • Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns
  • Communicated corporate objectives across divisions through regular correspondence and scheduled status updates
  • Maximized cash flow through optimal billing and collection processes
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Supervised 3 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention
  • Completed onboarding of all staff (CNAs, Nurses, LPN, Caregivers, Dining Services, Activities and Administrative teams)
  • Interceded between employees when arguments and diffused tense situations
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Yardi software
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
  • Completed bi-weekly payroll for 75 - 100 employees
  • Achieved specific team objectives and collection activity
  • Provided support to front desk to assist with various tasks during employee absent or breaks
  • Prepare billing invoices for insurance carriers to reimburse residents’ statements
  • Ensure move-in deposits and rent payments are deposited in a timely manner
  • Prepare and balance monthly financials for accounts payable, accounts receivable, payroll, general ledger and bank accounts
  • Monitor and record cash disbursements and reconcile monthly
  • Process and file workers compensation claims
  • Participant in the Manager on Duty program
  • Creates monthly resident billing
  • Maintain and create monthly ACH (Automatic Clearing House) billing for residents
  • Prepare and participate in IDPH (Illinois Department of Public Health) state surveys/audits
  • Proficiency with Yardi, IDPH Web Portal, (IDFPR) State of Illinois Professional, SMART (Office of Sex Offender Sentencing, monitoring, Apprehending, Registering and Tracking), Converge Credit Card, Excel, Word, PowerPoint, Articulate 360 software, WebEx software, ICIMS Software, ADP Software, Zoom software, and Microsoft Outlook.
Medstar Research Institute - Operations Manager
Gambrills, MD, 09/2016 - 11/2020
  • Constantly examine administrative effectiveness and sought better procedures when managing 1 – 10 administrative staff members
  • Effectively used exceptional reporting (implemented 1 on 1’s with Director of Operations) to keep management informed
  • Established performance expectations and conducted performance reviews which included motivating, coaching, and counseling
  • Coordinated efforts for Joint Commission Resources/The Joint Commission accreditation by researching and presenting data that was requested by the Utilization Review Accreditation Commission (URAC)
  • Demonstrate sound cost effectiveness with inventory and vendor contracts
  • Effectively identified areas needing cost reductions
  • Negotiated vendor contracts (IT support, purchasing, leasing, construction, and company furniture)
  • Performed onboarding and offboarding processes for employees by creating login/passwords for new employees, making equipment available to new hires, and creating a Standard Operating Procedure (SOP) for collecting equipment from employees/staff
  • Displays sound judgement in managing and controlling expenses with monthly expense audits
  • Monitored and verified monthly expenditures for audit from Accounting/Purchasing Department
  • Worked collaboratively with Information Technology staff to ensure staff needs were met specific to access, security, configuration, equipment functionality, and connectivity
  • Partnered with building management to oversee security and safety for employees, staff, and visitors
  • Served as Operations Business Administrator for Salesforce software program
  • Provided support and assistance on JCR’s Business Continuity Committee, Wellness Committee, Staff Promoting Change Leader, OneDrive Committee, JCR’s Intranet site, Tenant Safety Team Manager, and CPR certifications
  • Participated as a subject matter expert on Lean Six Sigma Green Belt Meetings/Teams/Projects
  • Redesigned SOPs for Visitor Policy, New Employee Training, Retention of Staff Policy
  • Effectively prepared strategies, tactics, and action plans to achieve results during JCR’s lease rental and reconstruction project
  • Proficiency with Salesforce, Excel, Word, PowerPoint, Articulate 360 software, WebEx software, UltiPro, Zoom software, Microsoft Outlook, and Visio software
The Joint Commission (TJC) - Coordinator of Support and Technology
City, STATE, 12/2005 - 09/2016
  • Directed and coordinated Patient Safety Specialist to improve turnaround times and procedures
  • Increased efficiency from 120+ days to 30 days Root Cause Analysis Reviews
  • Increased revenue with creating and implementing web conferences between the Office of Quality and Patient Safety (OQPS) and organizations to discuss their Root Cause Analysis
  • Coordinated all department training and team building functions
  • Organized and led weekly personnel meetings with 20+ team members and Medical Director
  • Devote appropriate attention to all responsibilities for new hires and transfer employees related to OQPS (from the interviewing, to hiring and orienting new staff)
  • Developed and arranged continuing education opportunities and training for all OQPS staff
  • Cultivated training to OQPS staff on root cause analysis discussions with accredited organizations
  • Served as primary liaison between departments within The Joint Commission and external customers
  • Proficiency with SAM, QMS, Excel, Word, PowerPoint, Visio software, Microsoft Outlook, and Conference America support
Loyola University Health System - Lead Customer / Svc Rep Women’s Health
City, STATE, 08/2000 - 12/2005
  • Demonstrated a high level of administrative competence through the supervision of 1 – 15 service representatives
  • Achieved optimal levels of personal performance and accomplishments throughout my employment through promotions within Women’s Health
  • Excelled in effective and positive communications with staff and patients
  • Adhered to sound auditing principles within department through patient billing services
  • Excelled in effective public relations
  • Successfully handled scheduling requests from superiors and subordinates
  • Strive to make a more meaningful and challenging contribution to the betterment of the Women’s Health Department through the recognition of Breast Cancer Month, Nurses Week, and Patient Safety Initiatives
  • Devoted appropriate attention to all responsibilities including training and mentoring department staff
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Trained, oversaw and mentored new team members to strengthen performance and job expertise.
  • Engaged clients in person and over phone to answer questions and address complaints.

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Resume Overview

School Attended

  • National Louis University
  • National Louis University
  • Triton College

Job Titles Held:

  • Business Office Manager II
  • Operations Manager
  • Coordinator of Support and Technology
  • Lead Customer / Svc Rep Women’s Health


  • Master of Science
  • Bachelor of Science
  • Associate of Arts

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