Donna Boucher Email and Phone Number

Responsible for employee training, assessment and evaluation performance of our Customer Service staff who come in contact with the company's consumer base and ensure that company objectives are being met to maintain operations at an optimal level. Job functions include, design, implementation of training modules, one on one & group training. Design of call monitoring formats and suitable quality standards. Perform Call Monitoring and Site Visit Assessments. Create, implement, and manage quality control processes and analyze business needs for areas of improvement. Process & review customer surveys and phone call feedback for trends and areas of improvement. Manage recovery program for improved services. Provide feedback, coordinate and facilitate training sessions for organizational staff to improve services. Provide trend data and actionable data to various internal support groups. Responsible for schedules & reporting of multiple MRI / PetCT Mobile units utilized throughout Southeastern Massachusetts, New Hampshire sand Maine Translation Service Coordinator: Responsible for overseeing all functions of the Language Access Service program for Interpretation Services throughout the Shields network. Job functions includes the assurance of trained interpreter availability for limited English proficient patients 24/7. Staff training for appropriate use of interpreter services & the CLAS Program. Enforcement of interpreter policies and procedures. Annual reporting to the Department of Public Health to ensure compliance with national and state regulations. Responsible for feedback and incident reporting related to failed interpreter services. Keeps current on relevant laws and regulations related to interpreting services. Ongoing development of quality assurance processes related to interpreter services. Establish grievance procedures regarding access to interpreter services, Conducts annual language needs assessment of the interpreter services

Responsible for the educational planning, organization and implementation of the Training Customer Care Program at Shields Healthcare Group. Creates a learning environment that guides and encourages healthcare professionals in for-filling their academic potential. Training in the administration of patients and their record keeping, medical necessity guidelines, CPT and ICD-9 coding, clinical indications & patient placement, medical, renal & lab screening guidelines, insurance verification & finanical responsiblities, medical necessity and preauthorizations. Responsible for the training of Call Center functions, phone & software usage and insurance support functions. Supports multiple servicing locations. Job duties also include Administration for Sectra Software & Biscom Systems. Responsible for bata testing software, updating systems information, creating new facilities, procedures, implementation of new software and or upgrade changes. Responsible for training implementation and all curriculums. Responsible for implementation and setup for Platinum Service accounts. Strong knowledge in Customer Care Service skills, MRI and CT services, workflow, record keeping, insurance verification, preauthorization requirements, billing and revenue cycle support functions.

Responsible for daily Call Center operations/revenue cycle support functions. Serves as the liaison between the Service Center and 22 Testing facilities. Develop & implement policies and procedures that guide or support Patient Care Services. Assess and improve department performance, and ensures orientation and continuing education of departmental staff. Assess and implement new software to support all aspects for patient care.

Responsible for human resource activities for160 employees in a Union enviroment. Provided advice, assistance and follow-up on company policies, procedures, and documentation. Coordinate the resolution of specific policy-related and procedural problems and inquiries.PRIMARY RESPONSIBILITIESResponsible for all human resource activities to include employment, compensation, labor relations, benefits and trainingReview application/resume; evaluate applicant skills and make recommendations regarding applicant's qualifications.Prepare and maintain job documentation, and job evaluation systems. Prepare, process and distribute payroll.Work with union representative to resolve labor relation issues, equalization of overtime and negotiation of union contracts.Recommend, develop and schedule training and development courses.Provide advice, assistance and follow-up on company policies, procedures, and documentation.Recommend, develop and maintain human resource data bases, computer software systems, and manual filing systems.Responsible for audiology program and testing according to OSHA standards

Architectural Draftsmen & Designer 1977 -1988. Skills included all drafting & prospective drawings for commercial and residential design and job cost estimation.