Susan Bates Email & Phone Number

Dallas/Fort Worth Area

• Develop annual agency training calendar• Coordinate and schedule training for internal staff and external customers• Schedule travel for team members• Manage department budget; submit expense reports via Tallie• Manage Federal CJIS user portal and database; provide compliance reports• Create and distribute ad-hoc training compliance reports; compile and distribute program training compliance data• Schedule training, reserve rooms, manage room conflicts and rescheduling• Maintain electronic and/or hardcopy documentation of training and pull records in response to audits• Document trainings in electronic management system; credit attendees for completing training in electronic management system• Register new employees for orientation trainings; explain orientation training requirements and schedule • Compile and distribute new employee training packets, Training Checklist and Orientation schedules• Respond to staff training inquiries; field feedback from staff regarding training needs/suggestions for improvement• Maintain class rosters for limited seating trainings• Create and distribute Zoom training instructions and links; host Zoom meetings

Keller, Tx

• Managed over 4,800 incoming calls and online service requests annually• Identified and assessed customers’ needs• Opened and maintained customer accounts by recording account information• Scheduled and cancelled service detection and repair appointments• Met personal/team sales targets and call handling quotas; maintained the highest closing rate in the office• Handled complaints via phone, email, mail or social media and provided appropriate solutions and alternatives within the time limits and followed up to ensure customer satisfaction• Kept records of customer interactions, processed customer accounts and filed appropriate municipality permits and documents• Received payment information and other pertinent information as relates to detection needs• Served as liaison between insurance and insureds to schedule service detections to determine cause of loss for water damage claims and scheduled repairs as appropriate• Created, proofed and emailed leak detection and repair invoices and reports in excess of $3 million annually to insurance adjusters and customers

Irving Tx

• Managed clinical data for 2,200-member nonprofit hospitals nationwide as well as all publicly reported national hospital data.• Performed SQL server ad hoc requests and downloaded information to databases.• Analyzed and parsed data to get key performance indicators to demonstrate compliance with clinical regulations for Medicare reimbursement.• Posted hospital performance data to website for secure client access.• Inventoried and indexed version controlled clinical documents by topic; archived expiring clinical content documents.• Customized analytical results to address complex dynamics. Interacted with field team and offices to explain results and processes.• Maintained consistent and effective communication with internal and external customers.• Member of project and quality assurance teams.• Served as computer applications expert; trained and assisted co-workers and others throughout the company on application usage.

Irving Tx

• Provided administrative support to the Executive Vice President Member Networks and Human Resources; Senior Vice President Physician Strategy; Senior Vice President Clinical Team, Network Services and 30+ team members.• Maintained EVP’s calendar; made travel arrangements; drafted and distributed correspondence. • Handled confidential information with integrity and discretion. • Coordinated quarterly national physician’s conference calls and webinars. Scheduled speakers; sent email invitations to hospital CEOs; and coordinated registration. Developed PowerPoint presentations and posted attendee materials online. Attended conference calls to troubleshoot and resolve issues.• Managed logistics for CEO’s CEO Executive meeting. Organized venue, hotel, and transportation arrangements for attendees. Worked with EVP to create agenda and meeting materials and coordinated with executive assistants to distribute advance meeting materials.• Coordinated arrangements for Chief Medical Officer recruitment. Interacted with headhunter and recruitment firms; made candidates’ travel and hotel arrangements; and scheduled interviews. Organized temporary housing arrangements after hire; office setup; executive assistant onboarding; and network/email access.• Oversaw arrangements for three area office executive recruitment initiatives. Made travel arrangements and scheduled internal executive interviews.• Communicated courteously and professionally with internal and external executives in person and over the phone. • Served as Assistant to Vice President, Physician Strategy.• Served as computer applications expert; trained and assisted co-workers and others throughout the company on application usage.

Irving Tx

• Supported the Clinical Vice President, Clinical Team, and three Product Managers.• Maintained calendar, planned and scheduled meetings, conferences, teleconferences, and travel.• Conducted administrative duties and assigned projects.• Prepared internal and external correspondence and reports; developed presentations.• Served as computer applications expert; trained and assisted co-workers on application usage.

Fort Worth Tx

• Instructed all levels of all Microsoft Office Suite of Applications, instructed in basic laptop usage, basic HTML, and Introduction to Internet to global AA employees.• Conducted 3-5 full day sessions per week with 10-20 students per class.• Created and implemented curriculum for new application upgrades and releases.• Received excellent ratings and reviews from students and management.

Fort Worth Tx

• Conducted a variety of administrative tasks to support executive-level projects and information management processes.• Created and distributed internal and external correspondence that facilitated effective communication and transfer of information company-wide.• Coordinated travel and lodgings for up to 12 consultants• Oversaw administrative budget and prepared expense reports.

Accounting

Physical Therapy Technician/Assistant