Customer Service Manager responsible for enabling and empowering a team of Customer Service Associates to deliver the best possible customer service experience possible.• Creates work schedules and assign team members to service coverage.• Provide open and timely feedback and coaching to members of the service team related to both effective and inefficient service behaviors, to include training as required.• Serves in a Leadership capacity with key responsibilities (Open/Close store, Deposits, Order Management follow up)

Customer Supports for full system (clients housing and maintaining their hardware) and ASP clients, nationwide. Work remote.● Conducted Key Performance Indicator (KPI) calls to clients, providing feedback to the executive staff to assist in decision making efforts for future product development. ● Provide software upgrade project management for full system and ASP clients. Technical​ ​Skills​ ​&​ ​Areas​ ​of  Expertise  ● CRM ● eHelp ● Electronic​ ​Health​ ​Record ● Implementation ● Medical​ ​Billing​ ​Software ● Proficient​ ​in​ ​Microsoft​ ​Suite ● Insurance​ ​Claim​ ​Investigation ● Federal​ ​and​ ​Municipal​ ​Guidelines ● ICD-10​ ​(Healthcare) ● Paralegal​ ​Training ● Ability​ ​to​ ​establish​ ​and​ ​maintain​ ​effective​ ​working relationships ● Acts​ ​as​ ​a​ ​patient​ ​advocate,​ ​resolving​ ​patient​ ​care​ ​issues ● Strong​ ​ability​ ​in​ ​both​ ​verbal​ ​and​ ​written​ ​communication ● Knowledge​ ​of​ ​professional​ ​theory,​ ​practice​ ​and procedures​ ​in​ ​an​ ​Ambulatory​ ​setting ● Identification​ ​of​ ​performance,​ ​enhancement​ ​and efficiency​ ​opportunities ● Working​ ​closely​ ​with​ ​attorneys​ ​throughout​ ​potential litigation​ ​process ● Ability​ ​to​ ​utilize​ ​large​ ​data​ ​sets​ ​to​ ​make​ ​analytical decisions ● Telecommuting​ ​Professional

Provide project to include leadership/direction for new clients during the implementation of CPU’s Practice Management software. Work remote.● Serve as company and customer liaison, maintaining loyal relationships. ● Implemented and managed electronic billing software program projects.● Managed special projects (software upgrades, federal mandate of ICD-10, software beta projects). ● Provide customer support/training during conversion to International Classification of Diseases and Related Health Problems (10th edition) (ICD-10).

Provide account management to include leadership/direction for new clients during the Electronic Health Record implementation process. Review workflows and systems to determine and needed additional software packages needed. Work remote, traveling to client sites nationwide.● Serve as company and customer liaison, maintaining loyal relationships within assigned regions. ● Provided support, guidance, encouragement, and education to clients to achieve customer satisfaction and meet and exceed sales goals (122%) ● Established and maintained excellent relationships throughout the organization to facilitate achievement of overall company goals and improve service offerings.

Provide project/account management to include leadership/direction for new clients during the Electronic Health Record implementation process. Work remote, traveling to client sites nationwide.● Served as company and customer liaison, maintaining loyal relationships within assigned regions. ● Assisted customers with strategic planning to meet current and future healthcare needs. ● Collaborated with customers improving client retention and expanding the McKesson product base.● Coordinated projects from installation of equipment and software, including interfaces, training, and roll out to medical clinics. Supervised implementation consultants assigned to projects, maintaining constant feedback to clients and senior staff regarding project status. ● Developed monthly revenue forecasts. Assist Account Managers in determining client needs for Statements of Work (SOWs).

Ventura Medical Management, LLC, Ventura, CA 1996-2005Office & Risk Manager / Executive Assistant to CEO Designed and implemented a risk management program for physicians and staff, thus dropping the group’s medical malpractice loss ratio from 72% to less than 25%.  Negotiated rates for error and omission, director and officer, medical malpractice, general liability and auto insurance policies with a savings of over one million dollars in 2004.  Investigated insurance claims and worked closely with attorneys throughout potential litigation processes.  Prepared medical records as requested for litigation, maintaining legal integrity.  Acted as liaison between attorney and provider and/or employee for legal or non-legal needs. Prepared Board packets for the Board of Directors, attended meetings, recorded and prepared meeting minutes.