Senior Account Manager Resume Example
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SENIOR ACCOUNT MANAGER
Objective
Experienced healthcare project and account manager seeking a new challenge. Goal-oriented with excellent critical thinking, problem solving, and communication skills. Proficient in customer relations and strategic planning of high account volumes.
Highlights
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Work History
Senior Account ManagerCompany Name - City, State01/2020 - Current
- Ensure high contract retention of medical scribe accounts for emergency departments and outpatient clinics through strong relationship, management skills, and operational excellence
- Ensure the successful delivery of services according to client needs and objectives including but not limited to confirming: client's strategic ROI goals are being met for each account, full coverage of shifts and adequate staffing, timecard errors are reported/corrected for accurate billing invoices, scribe compliance with facility requirements and company policies, high standards of quality medical documentation, optimal scribe utilization and workflow at each account
- Conduct an in-depth monthly review (or more frequently if needed) on operational metrics of each account and conduct regular meetings with clients and direct reports to review and analyze this data to ensure stability and excellence.
- Initiate, manage, and implement service recovery efforts as needed for unstable accounts
- Hire, manage, and provide leadership, mentorship, and training to the onsite managers of each account to ensure they are skilled and successful
- In the absence of an onsite manager, perform all onsite management duties
- Responsible for recruiting and hiring of the medical scribes
- Conduct site visits as needed
- Identify areas of growth opportunities for our other service lines
Junior Project LeaderCompany Name - City, State11/2016 - 12/2019
- Ensure successful and high quality implementations of new medical scribe accounts for emergency and outpatient departments across the country according to client needs, objectives, and contract specifications.
- Arranging preliminary meetings with facility points of contact including but not limited to: medical directors, office managers, nursing directors, facility CEO's, and billing/coding contacts
- Identify contract-specific ROI goals for the scribe program to tailor the training program prior to working clinically
- Understanding pre-existing expectations for any large national clients
- Learning and improving the department flow and contract-specific variances
- Assessing contract-specific needs (workstations, materials, computers, etc.) and creating a precise pre-employment process based on the requirements of HR and/or facility administration
- Procuring any necessary training materials for teaching the physician documentation system and the particular medical specialty to new scribes
- Responsible for development of the employee during the implementation phase (including recruiting, interviewing, hiring, training, development, guidance, counseling, mentoring, and termination)
- Obtain frequent physician feedback to optimize the scribe-provider workflow during the implementation
- Conduct an in-depth weekly review of the implementation progress to my direct reports to ensure stability and we are meeting our deadlines.
- Troubleshoot any operational matters before and/or during the implementation phase
Chief ScribeCompany Name - City, State01/2015 - 11/2016
- Lead a team of scribes and actively manage operations, quality assurance, and staffing for the site
- Responsible for site level client relations for active problem solving to exceed the clients' expectations
- Optimize scribe-provider workflow, utilization and value creation through direct observations, established ScribeAmerica best practices, insight from senior operators and in collaboration with the client's on site leadership
- Prioritize shift coverage to support the client's clinicians by completing a shift schedule at least 30 days prior to the start of the month
- Evaluate team staffing needs on a monthly basis and actively forecast current and upcoming needs
- Recruit and hire in accordance with staffing plans and as needed or as requested
- Manage all new hires through both the credentialing and facility on-boarding process
- Engage directly with all new hires to actively guide them through classroom and floor training -Track monthly site and team operational performance through completion of monthly reports -Lead the site level rollout of new ScribeAmerica innovations and initiatives
- Participate, as needed, in client meetings to review operational performance and new operational initiatives
- Proactively solicit and aggregate formal feedback from clinicians
- Responsible for ensuring site level services meet established high standards of quality and exceed client expectations including consistency and performance.
Medical ScribeCompany Name - City, State01/2014 - 01/2015
- Accompany physician into each exam room to assist in recording patient interview and physical exam findings into the patient chart/electronic medical record (EMR)
- Responsible for properly documenting each patients history of present illness, review of systems, past medical and surgical history, family and social history, current medications, and allergies
- Prioritize the physician's time by bringing critical labs and radiological studies to his/her attention
- Responsible for correctly time stamping each patient care related activity including physician consultations, family communication, and re-examination of patient
- Organize all of the patient's laboratory results, vital signs, imaging studies, medical procedures, and medications into the correct section of each EMR
- Transcribe diagnoses, treatment plans, prescriptions, and discharge and follow up instructions into each patients chart
- Ensure each patients chart contains the correct billing/coding level of service that was provided
Education
Bachelor of Science: Sociology And AnthropologyTowson University - City
Associate of Arts: PsychologyHarford Community College - City
CEU's
- HIPAA Compliance
- Intro to Business Computing
- Medical Terminology
- Anatomy & Physiology
- Healthcare Professionalism
- Foundations of Healthcare
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Resume Strength
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- Word choice
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Resume Overview
School Attended
- Towson University
- Harford Community College
Job Titles Held:
- Senior Account Manager
- Junior Project Leader
- Chief Scribe
- Medical Scribe
Degrees
- Bachelor of Science : Sociology And Anthropology
Associate of Arts : Psychology
