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Work Background
Amtech Global CapitalChief Operations Officer
Apr. 2022 - Dec. 2022St Augustine, Florida, United StatesA privately-held technology and information firm: makers of Ready Now Cloud™ and POM Vault™
POM VaultDirector Of Operations
Jan. 2022 - Jan. 2023St Augustine, Florida, United States
Seaview Orthopaedic & Medical AssociatesDirector Of Administrative Support Services
Oct. 2018 - Aug. 2021
U.S. HealthWorks a Concentra companyCenter Operations Director
Jul. 2016 - Aug. 2018Rahway, New Jersey
SEAVIEW ORTHOPAEDIC & MEDICAL ASSOCIATESDirector of Operations
Dec. 2006 - Jul. 2016Ocean, New JerseyResponsible for day-to-day operations for five medical offices, interacting with 21 physicians, coordinating with five office managers and 11 department manager and 250 total staff members. Serve on point to assess and resolve customer service issues. Manage and monitor safety programs at each site to ensure OSHA and HIPAA compliance. Advertise for, recruit, interview, and hire new staff members; coordinate pre-employment testing. Monitor scheduling and address coverage issues. Compile payroll and reporting. Administer AVAYA phone system.
Key Contributions: • Serves as Seaview Orthopaedic & Medical Associates, Compliance Officer, created and implemented HIPAA and Compliance training company wide, migrated all physicians to encrypted USB Keys.
• Analyzes NJ RX Prescription Monitor systems company wide.
• Stepped into role created and defined to leverage exceptional record of administration, customer service, accounting, and operations leadership and support.
• Devised and implemented new quarterly reporting system linked to data for annual merit reviews, enhancing quality of feedback to employees; created scorecard used to conduct quarterly performance reports.
• Championed and administer recycling program spanning all five sites, reducing environmental footprint while reducing costs in key areas
NEW JERSEY DIAGNOSTIC AND IMAGING CENTERManager
Dec. 2005 - Dec. 2006Supervised 20+ member customer service team with a focus on customer relations and quality service. Troubleshot inquiries, as well as staffing and payroll concerns. Assisted with marketing and sourcing strategies. Provided accurate ACD reporting and forecasting. Coordinated design and structure of new call center facilities. Developed training materials and created new techniques for conflict resolution. Key Contributions:
Successfully implemented new customer service call center telephone system.
Effectively led team to improve interdepartmental relations and customer service by instituting focus-group programs geared towards customer service improvement. Improved scan volume by 25%, while notably minimizing dropped call rate.
Horizon Blue Cross Blue Shield of New JerseyService Representative
Jan. 2003 - Jan. 2005Consistently promoted to increasingly higher positions arriving at the representative position providing new products and incentive instruction to providers, office managers and management at every level. Worked directly with providers managing up to 60 complex claims issues daily. Conveyed monthly updates to management on problem resolution and customer satisfaction.
Classroom Instructor (2002 to 2003)
Ran training programs for over 300 new hire orientations in phone, coding, and claims skills. Produced training materials and assisted in the deployment and end-user mastery of topflight courseware. Used results of audience analysis to improve course materials. Worked with management before and after training sessions, providing class overview and results upon instruction completion.
Key Contributions:
Received an average of 4.8 out of 5 for instructional performance in student evaluations.
Originated several training techniques still in use including "medical pictionary" and "jeopardy."
Horizon Blue Cross Blue Shield of New JerseyTeam Leader
Jan. 2001 - Jan. 2002Managed routing of 20,000 pieces of incoming mail daily directed at every department in the company. Supervised up to 45 staff members while maintaining high company standards for accuracy and production levels. Managed payroll, mass hirings, new-hire orientation, performance appraisals, and daily operations. Held regular meetings allowing for feedback, corrective actions and recognitions. Excelled at use and minor repair of micrographics and mail slicing machines.
Key Contribution:
Developed new workflow model and manual for all mail and micrographic procedures.
Horizon Blue Cross Blue Shield of New JerseyTraining / Quality Analyst
Jan. 2000 - Jan. 2001Monitored incoming service calls and reported discrepancies to management and union employees, tracking efficiency and accuracy. Worked with service representatives using training tools and methods to improve call and claims performance. Prepared training materials, procedural memos, and bulletins promoting uniformity.
Key Contribution:
Created procedural model successfully used as an operating model in absence of management for supported business team.
Horizon Blue Cross Blue Shield of New JerseyQuality / Staff Support Analyst
Jan. 1998 - Jan. 1999Conducted in-depth investigations while attempting to recover unpaid debt of Medicare claims. Recorded all phone and claims work for quality and accuracy purposes. Aided in hiring, training and supervision of new staff in the open enrollment phone department.
Key Contributions:
Identified and recaptured $100,000 in unpaid claims for the company.
Chosen to assist in the Barbados location ramp-down.
Early experience with Horizon
Horizon Blue Cross Blue Shield of New JerseyProvider Relations Representative
Aug. 1994 - Aug. 2005Newark NJ
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