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Business / Office Manager
Managing People, Facilities, Processes and Finances in Healthcare Environments
Dynamic business office manager with exceptional business and people management skills. Broad and
deep expertise in the healthcare business and clinical processes, ranging from Budgeting, Operations
Management and Policy Development to Coding, Billing, Reporting and Compliance.
Business operations management - Staff training and retention
Process & operations management - Performance appraisals
Budget development & administration - Benefits administration
Problem solving & multi-tasking - Personnel policies
Billing software - Managed care
5+ Years Medical billing & Collections - Accounts payable & receivables
Coding - Processing claims
Compensation - 5+ Years Supervising employees
Accounting - Customer Service
Recruitment - Reports & Statistics
Billing Manager, CVS Health Minute Clinic 2010-2015
Part of team who transitioned Minute Clinic operations from Minneapolis, MN to Woonsocket, RI
Supported growth from approximately 400 clinics in 2010 to approximately 1000 clinics in 2015
with no increase in the number of billing associates
Managed all correspondence via mail and outside billing service, unposted funds, special offers,
medical records requests, laboratory invoicing, claims corrections related to new medical records
system, insurance refunds, patient concerns follow up, and medical services benefit programs
Worked directly with enterprise partners to move the medical services benefit program from a
pilot to fully operational. Also worked with internal and external teams to create talking points for
call center agents, clinical field staff and billing and AR teams related to CVSHealth medical
services benefit program.
Liaised with other departments to improve current medical services benefit program operations
and develop clear area of responsibility and opportunities for automation.
Worked directly with internal and external departments related to escalated claims issues to ensure
appropriate action was taken and followed to completion.
Call Center Manager 2010 - 2014
CVS Health Minute Clinic Billing Call Center
Managed daily operations for a team of 13 call center agents and 1 supervisor; adjusted staffing
to meet call volume demands and increased call center operations hours to accommodate
acquisition of clinics in Hawaii
Maintained a call answer rate of approximately 95% of approximately 5000 calls per week
Maintained and updated call polices as related to medical billing practices; provided reports and
statistics for monthly financial reporting
Responsible for recruitment, retention and training of all new agents, responsible for midyear and
year end evaluations
Business Office Manager 2004 2009
Worcester Surgical Center, Worcester, MA
Co-administrator during interim period responsible for day to day operations of multi-specialty
ambulatory surgery center with 4 operating rooms and 1 procedure room overseeing a staff of 45
employees with a case volume of approximately 450-500 procedures per month
Increased cash flow and reduced AR days by approximately 25% by orchestrating, implementing
and training staff with a new clearinghouse for electronic medical claims submission
Improved efficiency by reviewing and reassigning job responsibilities while maintaining monthly
production standards
Developed office procedures to ensure that new Federal guidelines regarding HIPPA standards
and ownership disclosure were implemented without causing any cancellation of surgical
procedures
Participated in Quality Assurance programs and activities including areas of safety, medical
records maintenance, OSHA compliance, patient satisfaction, physician satisfaction and risk
management for State and Federal accreditations
~~~~ Early Career Experience ~~~~
Human Resources Manager
Anchor Health Centers, Naples, FL
Payroll and benefits needs for approximately 150 employees (using ADP software for payroll)
Accounts payable for several physician practices processing 45 50 invoices per week
Part time sales associate Kohls Department Store, Millbury, MA
Part time receptionist Bruce Fieldman, D.D.S., Auburn, MA
Per Diem sales associate Millbury Town Florist, Millbury, MA
~~~~ Education and Professional Training ~~~~
Associates Degree in Business Edison Community College, Naples, FL
Certified Risk Manager American Institute of Medical Law, Fort Lauderdale, FL
Certified Medical Secretary Salter Secretarial School, Worcester, MA
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