Support Services Specialist Resume Example UIHC Department Of Orthopaedics

SUPPORT SERVICES SPECIALIST

Professional Summary

Dedicated Manager adept at service excellence, staff development and project management. Capable professional who promotes a team-oriented and open-door environment that is conducive to a successful work unit offering 15 years of experience and knowledge in recruiting, developing and managing employees. Resolves employee issues in a professional manner. Highly detail-oriented and organized. A professional who effectively manages multiple projects requiring interaction and collaboration with other departments. Self - motivated with strong communication, problem solving and reasoning skills.

Education and Training

Bachelor of Science : Psychology, 1993University of Iowa － Iowa City, IA, US

1993 University of Iowa Iowa City, IA Bachelor of Science Psychology

Skill Highlights

Patient-oriented
Service Excellence focus
Staffing management ability
Staff training and development

Personal and professional integrity
Sound decision making
Cultural awareness and sensitivity

Professional Experience

Support Services Specialist
January 2014 to CurrentUIHC Department of Orthopaedics － Iowa City, IA

Administered, directed and coordinated the activities of front-line operations.
Provided thorough supervision for day-to-day operations of front-line operations for department in accordance with set policies and guidelines.
Monitored staffing hours, patient volume, and phone call volume for efficiency and made changes when necessary.
Monitor cash handling and co-pay collections for compliance.
Jumped in to fill gaps for on front-line operations when necessary.
Served as liaison between management, clinical staff and patients with service excellence focus.
Interviewing, hiring and development of employee performance.
Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
Managing the staff work schedules for 17 staff.
Reviewed and approved time cards for processing by payroll department.
Conducted the performance evaluations for 17 employees and ensure annual staff compliance is current.
Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
Participation with HR on grievances, arbitration, and bumping processes.
Provide direction, assignment and coaching to assure the proper training has been completed and good outcomes are achieved with excellent customer service.
Develop and distribute communication materials for clinical support staff.
Developed and arranged continuing education opportunities for all staff to increase knowledge and skills.
Maintenance of clinical calendar for 32 Faculty Providers and 12 Mid-Level Providers across 6 locations.
Key member of the Department Clinical Leadership Team for maintaining clinic flow, development and implementation of new projects, analyze data and make recommendations for process improvement, establish department protocols/policy and maintaining communication with clinical support staff.
Key member of the Ambulatory Access/Front-Line Operations Work Group since 2010 for developing and implementing new programs, policies, or practices for front line operations in addition to maintaining communications with all ambulatory clinics for standardization.
Department liaison with Patient Relations Office, Physician Relations Office, and UI Health Plans Office.
Established and maintained positive relationships with colleagues and leadership across departments.
Collaboration with hospital departments and external Referring Physicians to ensure patient satisfaction.
Develop improved or new strategies for delivery of services and resolving issues.
Designated as member of EPIC Validation Team for Frontline Operations in January 2013 serving as an adviser and participant in the build and implementation of the EPIC Access & Revenue Cycle Project.
Designated as a Super User in January 2013 for the install of the EPIC Access & Revenue Cycle Project for front line operations in May 2014.
Department Lead on collaboration, development, build and implementation of department plan for EPIC Cadence conversation in July 2014 and implementation in August 2014.

Office Coordinator II
July 2006 to January 2014UIHC Department of Orthopaedics － Iowa City, IA

Administered, directed and coordinated the activities of front-line operations.
Provided thorough supervision for day-to-day operations of front-line operations for 2 clinic locations for department in accordance with set policies and guidelines.
Monitored staffing hours, patient volume, and phone call volume for efficiency and made changes when necessary.
Jumped in to fill gaps for on front-line operations when necessary.
Served as liaison between management, clinical staff and patients with service excellence focus.
Interviewing, hiring and development of employee performance.
Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
Managing the staff work schedules for 17 staff.
Reviewed and approved time cards for processing by payroll department.
Conducted the performance evaluations for 17 employees and ensure annual staff compliance is current.
Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
Participation with HR on grievances, arbitration, and bumping processes.
Provide direction, assignment and coaching to assure the proper training has been completed and good outcomes are achieved with excellent customer service.
Develop and distribute communication materials for clinical support staff.
Developed and arranged continuing education opportunities for all staff to increase knowledge and skills.
Maintenance of clinical calendar for 30 Faculty Providers and 10 Mid-Level Providers across 5 locations.
Key member of the Department Clinical Leadership Team for maintaining clinic flow, development and implementation of new projects, analyze data and make recommendations for process improvement, establish department protocols/policy and maintaining communication with clinical support staff.
Key member of the Ambulatory Access/Front-Line Operations Work Group since 2010 for developing and implementing new programs, policies, or practices for front line operations in addition to maintaining communications with all ambulatory clinics for standardization.
Department Lead for front-line operations development, set up and staff hiring/training for opening of Ortho South Clinic in May 2013.
Department Lead for front-line operations development, set up and staff training for opening of Institute of Orthopaedics, Sports Medicine and Rehabilitation in October 2009.
Department liaison with Patient Relations Office, Physician Relations Office, and UI Health Plans Office.
Established and maintained positive relationships with colleagues and leadership across departments.
Collaboration with hospital departments and external Referring Physicians to ensure patient satisfaction.
Develop improved or new strategies for delivery of services and resolving issues.
Designated as member of EPIC Validation Team for Frontline Operations in January 2013 serving as an adviser and participant in the build and implementation of the EPIC Access & Revenue Cycle Project.
Designated as a Super User in January 2013 for the install of the EPIC Access & Revenue Cycle Project for front line operations in May 2014.

Clerk IV Supervisory
January 2002 to June 2006UIHC Department of Orthopaedics － Iowa City, IA

Administered, directed and coordinated the activities of front-line operations.
Provided thorough supervision for day-to-day operations of front-line operations for 2 clinic locations for department in accordance with set policies and guidelines.
Monitored staffing hours, patient volume, and phone call volume for efficiency and made changes when necessary.
Jumped in to fill gaps for on front-line operations when necessary.
Served as liaison between management, clinical staff and patients with service excellence focus.
Interviewing, hiring and development of employee performance.
Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
Managing the staff work schedules for 12 staff.
Reviewed and approved time cards for processing by payroll department.
Conducted the performance evaluations for 12 employees and ensure annual staff compliance is current.
Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
Provide direction, assignment and coaching to assure the proper training has been completed and good outcomes are achieved with excellent customer service.
Develop and distribute communication materials for clinical support staff.
Maintenance of clinical calendar for 23 Faculty Providers and 5 Mid-Level Providers and 2 locations.
Designated Super User for implementation of IDX for revenue and access in 2003 for front-line operations.
Department Lead on collaboration, development, build and implementation of department plan for conversion to IDX in March 2003.

Clerk III - Scheduler
June 2000 to January 2002UIHC Department of Orthopaedics － Iowa City, IA

Customer Service
High Public Contact
Hospital medical patient scheduling
Phone management
Medical terminology
General clerical duties

Clerk of Court
September 1998 to May 2000State of Iowa - Sixth Judicial District － Iowa City, IA

Customer service
High public contact
Receiving, processing and mailing court related materials
Posting and processing fees
General clerical duties

Inside Sales Representative / Customer Service Agent
February 1996 to July 1998Martin Bros Food Distributing － Cedar Falls, IA

Customer service
Account management
Sales
Order placement
Arrange product and sample delivery

Child Care Provider
March 1994 to February 1996Westridge Child Care Center － Waterloo, IA

Maintaining a safe, healthy and caring environment for children between the ages of 6 months - 4 years old.

Customer Service Desk Operator/Cashier Supervisor
June 1990 to February 1994Payless Cashways － Coralville, IA

Customer service
Manage the product return and exchange desk
Phone operator
Cashier training and supervision
Cash handling.

Accomplishments

Serves as a key contributing member to Department Clinical Leadership Team
Serves as a key contributing member of the Ambulatory Access Committee Work Group and Frontline Operations Leadership Work Group
Designated as member of EPIC Validation Team for Frontline Operations on the EPIC Access & Revenue Cycle Project in 2013
Designated as a Super User for the EPIC Access & Revenue Cycle Project for front line operations in 2013
Served as a key contributing member of the Clinical Leadership Team responsible for the set-up of front line operations for the Ortho South Clinic / Hand, Elbow and Shoulder Clinic established in May 2013
Served as a key contributing member of the Clinical Leadership Team responsible for set - up of front line operations for Institute of Orthopaedics Sports Medicine and Rehabilitation established in October 2009
Served as the key contributor in designing a standard new employee on boarding document that was implemented for use by the Ambulatory Access Committee
Served as Super User during the implementation of GE/IDX in 2003
Continue to serve as a liaison for end users of GE/IDX with workflow and training

Skills

Employee relations/Staff Management - 15 years
Service Excellence/Customer Focus
Collaboration and embracing diversity
Process development and improvement
Positive Impact/Achieving Results
Project/Operations Management

Resume Overview

Companies Worked For:

UIHC Department of Orthopaedics
State of Iowa - Sixth Judicial District
Martin Bros Food Distributing
Westridge Child Care Center
Payless Cashways

School Attended

University of Iowa

Job Titles Held:

Support Services Specialist
Office Coordinator II
Clerk IV Supervisory
Clerk III - Scheduler
Clerk of Court
Inside Sales Representative / Customer Service Agent
Child Care Provider
Customer Service Desk Operator/Cashier Supervisor

Degrees

Bachelor of Science : Psychology , 1993

Support Services Specialist Resume Example

Resume Score: 90%

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