Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Dedicated and determined in all endeavors Effective managerial skills that includes Versatile and self-motivated with high strong project management and problem- energy and focus solving skills Professional, detail-oriented with Over 10 years of customer service outstanding written and oral communication experience including in a hospital setting skills Proficient in Microsoft Office programs and Excellent presentation and leadership skills general office equipment Ability to motivate members of a team General knowledge of ICD-9/CPT codes and toward common goals medical terminology Experience using EPIC, STARS, Salesforce, and Sharepoint
Core Qualifications
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
Success Manager, 11/2014 to Present West Asset Management, Inc. – Seattle, WA,
Complies with all regulations governing the conduct of a Third Party Administrator (TPA) Acts as the primary point of contact for clients and participants of client programs to assist them with any questions or requests Abided by HIPAA regulations to ensure confidentiality of client and participant information Created and followed client-specific protocols in monitoring their program and participants Stayed abreast on knowledge concerning SAMHSA, and Non-DOT collection procedures and reporting guidelines Forwarded results of verified drug test results to the program designated representatives Provides consultations to program designated representative Answers phone calls, emails, and correspondence from current and prospective drug testing labs, clients/programs, and participants of programs Enrolls participants in designated program and maintains accurate and current data in Salesforce Assists in securing collection sites that are convenient for participants and ensures sites employ certified collectors who meet company standards.
Provides testing supplies and custody and control forms for the collection process Performs general office duties and system tasks, such as data entry, report generation, and customized reports for clients Creates program protocol and standard operating procedure documents and educates staff Trains new employees Remain current and familiar with the details of RecoveryTrek's Success Management Software, Participant's Login Portal on the Website, the Automated Phone System (Integrated Voice Recognition-IVR), and the RT billing process.
Managed 17 client accounts and provided back up support to 8 other client accounts Camilla Claire.
Patient Advocate, 01/2010 to 11/2014 Adventist Health System – , FL,
Served as Sentara Leigh Hospital's direct representative to patients and/or families who have concerns or questions regarding the hospital services, level of care provided, and hospital policies & practices Identified and promoted continuous quality improvements in the delivery of patient care Protected the patient's rights and spoke out on behalf of the patient and/or family when necessary Provided staff education to improve patient satisfaction Worked closely with Administration, Risk Management, Quality Management, and unit/department managers to address concerns from patients and their families Acted as a liaison between patients, families, the hospital and medical staff Visited patients in the hospital to assess the level of customer service satisfaction Served as a resource and support to patients, families, and staff members Tracked and trended complaints/grievances and visits with patients in STARS and NRC Picker database to identify areas for improvement Performed various audits and reported the findings to the appropriate manager(s) Appropriately documented in patient's medical record in EPIC Presented the customer service brief biweekly for the hospital's new employee orientation Accepted additional responsibilities in the absence of the Manager of Customer Operations and the Volunteer Coordinator Managed and trained the Volunteer Patient Advocates Served on the Ethics Committee, Grievance Committee (co-chair), and System-wide Patient Advocate Workgroup Certified as an Advance Care Plan Facilitator & Physician Order for Scope of Treatment (POST) Facilitator Assisted in the hospital's achievement of the yearly customer service goal Created a display of customer satisfaction comments about the nursing staff and physicians to boost morale and improve employee satisfaction Worked with the Art Advisory Group in contacting physicians and employees in providing digital art work for the hospital Acted as a scribe during DNV mock surveys and presented findings to appropriate leader groups Performed several comparative/cost analyses of several hospital service lines and various other special projects analyses for hospital executives Managed multiple projects simultaneously while meeting the deadlines and staying within the budget Assisted with the redesign/restructuring of the Volunteer Program.
Assistant Manager, 05/2005 to 10/2009 Westport Properties – Carson, CA,
Responsible for assisting the store manager on daily operations and staff support Supervised sales staff and trained new employees Upheld the company's policies and procedures Assisted in store promotions and marketing to drive sales Created optimal displays of the merchandise Performed administrative functions including tracking, ordering, and managing inventory Responsible for opening/closing the store Ensured store security Evaluated staff performance and provided development plans to promote employee growth Accepted additional responsibilities in absence of the manager Accountable for financial reports including daily sales reports and money deposits Achieved daily/weekly sales goals Attended biweekly management meetings Provided excellent customer service.
Education
Master of Public Degree: , Expected in August 2015 Eastern Virginia Medical School Norfolk State University - , VA GPA: Summa Cum Laude Summa Cum Laude
Bachelor of Health Science: Health Services Management Health Management and Policy Biology, Expected in - , GPA: Health Services Management Health Management and Policy Biology
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Resume Overview
School Attended
Eastern Virginia Medical School Norfolk State University