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Support Services Specialist Resume Example

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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 － City, State, 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 CurrentCompany Name － City, State
  • 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 2014Company Name － City, State
  • 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 2006Company Name － City, State
  • 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 2002Company Name － City, State
  • Customer Service
  • High Public Contact
  • Hospital medical patient scheduling
  • Phone management
  • Medical terminology
  • General clerical duties
Clerk of Court
September 1998 to May 2000Company Name － City, State
  • 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 1998Company Name － City, State
  • Customer service
  • Account management
  • Sales
  • Order placement
  • Arrange product and sample delivery
Child Care Provider
March 1994 to February 1996Company Name － City, State
  • 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 1994Company Name － City, State
  • 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

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Resume Overview

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

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