Experience

Hospitality Helpers

• Hospitality
• 1 - 100 Employee

• Business Administrator | HR, Finance, Project Manager

  • Jan 2015 - Present

  I provide business administration and financial services as they relate to budgets, finance, payroll, insurance, human and physical resource management to ensure compliance with City, State, Federal and other regulatory bodies to deliver organizational assessment and strategic planning for optimum growth. I manage controls for all financial and physical resources through a requisition process to identify and plan for spending. Reduced overall spending by 15% or $68K. I establish the annual budget, conduct annual business meeting, create investment strategies for future building growth, and identify resources needed to accomplish goals. I introduce proper implementation and maintenance guidelines of accounting systems, and payroll actions, while generating quality control on all documents and reports. I consistently communicate with leaders on opportunities for department improvements and resources required to provide value added services to their members. I maximized all functions of Human Resources, by implementing a full employment life cycle process including recruiting, hiring, on-boarding, training and disciplinary actions including terminations. I minimized the general liability of the organization by creating and implementing policies and procedures including Sexual Misconduct Policy, Sick Day and FMLA policies, and an Emergency Evacuation Process and allocated resources for 401K benefits for full time employees, and administer salary compensation and selection of Health Insurance. I provide guidance and direction to members on healthcare bills and claims to identify overpayments of Co-Pay, Deductible and annual Out of Pocket expenses, and to get denials overturned via the appeal process. Show less



St. Joseph Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Manager, Patient Financial Services

  • Jun 2014 - Jan 2015

  I directed the day to day operations and outcomes of the Vendor Support department by identifying 100% of all vendors used by the Division; provided vendor management to validate goals and objectives were met or exceeded; optimized work volumes and collaborated with other managers for distribution of inventory to vendors. Produced and documented workflow processes for the department.I ensured KPIs were achieved based on vendor’s contract and generated action plans to improve performance to optimize operational performance and cash collections.I improved support for resolving vendor issues by maintaining the SharePoint site and development of staff. I confirmed 98% of all vendor contracts were signed, on file, and contributed to 100% compliance by resolving dispute resolution.I maximized staffing levels by collaborating with the Talent and Acquisition department for recruiting, completed the interviewing and hiring process including training, development and termination of assigned subordinates. I achieved 100% monthly employee one-on-one development meetings and semi-annual and annual reviews. Show less

• Managing Consultant

  • Jun 2011 - Jun 2014

  Full oversight of the day to day operations of a commercial and government payer denial management team. Accountable for assuring goals and objectives were met, service level agreements were upheld, and account follow-up was completed within appropriate timelines and collection on accounts expedited. Reduced lost revenue charges of unbilled claims of about $85M by performing gap and variance analysis and managing projects from inception to completion. Consistently achieved >98% Customer Service ratings from ministries through improved communication. Reduced aged A/R by $70M or 37% by collaboration on technology solutions that resolve system issues and allowed for improved communication of performance goals, and increased productivity. Recovered excess of $48.5M in previously denied claims by identifying areas of opportunity then worked for timely resolution. Exceeded collections of $46.5M by 107% by collaborating with other managers to develop and implement 100% of all policies and procedures, workflows, and redesign of department. Provided coaching in HR areas including employee relations, performance management, workforce planning, career development, and internal promotions, and generated 100% timely employee data changes. Delivered 100% new-hire on-boarding activities for department; identified and facilitated training needs to staff to improve knowledge and collections on outstanding accounts exceeding Cost to Collect goal by 1%Contributed 100% to HR programs and policies; generated several HR strategies including employee one-on-one development meetings, annual performance reviews, and disciplinary action while adhering to employment laws. Increased employee relations to 98% by providing coaching and mentorship to staff for career development and developing a department employee engagement action plan to improve trust and communication. Partnered with the Talent and Acquisition department for 100% of employment life cycle. Show less



Conifer Health Solutions

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Insurance Supervisor

  • Apr 2002 - Jun 2011

  Directed the strategic operational plans for Third Party Liability, Workers’ Compensation, and government payers assuring goals and objectives were met, service level agreements were upheld, and payments were based on contracts. Filed Liens, prepared files, attended hearings and mediations; negotiated settlements with attorneys. Thorough understanding of contract language and interpretation; payer methodology and performed legal research of state and federal agencies/laws. Automated projects; established consistent and effective workflows to produce obtainable performance goals. Produced a department manual to ensure accurate; effective; and quality work efforts. Improved competencies of the department through PowerPoint presentations, hands-on training, and lectures. Encouraged team building and change management within the department by collaborating on creating the One Touch Resolution process. Increased collections by $50M, reduced inventory 67%, and boosted quality ratings to 93% by implementing process improvements, quality audits and restructuring internal procedures ensuring work efforts were consistently met. Reduced supply spending by $10,000 by implementing a Recycle Program centralizing excess supplies. Exceeded > 110% collections goals for eight consecutive years consistently performing within the top three teams of the division. Contributed 100% of HR functions including recruiting, interviewing, and hiring of staff; utilized recruiting vendors when needed to ensure the recruitment strategies were met; provide guidance to managers and complied with all State and Federal laws. Produced 100% employee data changes. Generated Time & Attendance reports; enforced Policies & Procedures; provided coaching and completed disciplinary action as necessary. Delivered 100% monthly one-on-one performance meetings and annual performance reviews; introduced 95% mentoring and career development to staff to achieve personal and professional goals and objectives. Show less



NexteriaOne, LLC (f-Williams Communications)

• Santa Ana, CA

• Call Center Manager

  • Dec 1998 - Sep 2001

  NextiraOne, LLC, designs, implements, and supports traditional and converged communications networks. It also offers Internet protocol telephony, data, voice, information security, converged, contact center, and professional and managed solutions I successfully managed a 30 agent call center and billing functions for the Southern California region by establishing performance standards and dispatch procedures later implemented nationwide. I implemented a process that resulted in the issuance of correct bills within 48 hours after completion of service calls. I monitored and analyzed daily call patterns including staff productivity to maintain workload balance and provided substantial training for staff while introducing continuous improvement processes I managed all aspects of HR including the recruitment, interviewing, hiring and in-depth training of team members, to assure vacancies were filled and utilized recruiting vendors when needed to ensure the recruitment strategies of the department were met. I was able to identify and develop career paths for agents and conducted quarterly and annual employee performance evaluations I provided support to all regional managers by scheduling workforce to ensure customer-specific time, and commitments were achieved. I identified field staffing problems and collaborated in creating highly effective workforce planning and scheduling policies. I served as primary contact for all customer escalation issues in the Operations Department and coordinate across departments to identify and resolve issues. • Improved threshold of calls answered from 60% to 95%. Improved call handling capacity from 60 to 95% within a four month period, reducing talk time by 75% • Billed $1.5M, monthly, for the region • Managed a $1.7M budget • Earned Field Service Manager’s Most Significant Partner Award” by dramatically improving the call center operations, increasing customer satisfaction from 75% to 89% within the first six months in position Show less



Williams Communications (f-Nortel)

• Cypress, CA

• Project Manager

  • 1994 - 1998

  I project managed the installation of 30 telephone systems per month by directing all aspects of systems installation including documentation, project scope, schedules, resources, Quality Control, cost containment, and change management. I monitored and measured timeliness, profitability and customer satisfaction for each project. I performed and facilitated meetings with internal and external customers to ensure project integrity and communicate customers’ responsibilities so they were an active participant as required to assure project success; this led to developing and maintaining strong relationships with customers, contractors, and vendors. I supervised and ensured quality implementation by internal and external resources including contracted professional services by communicating established goals and objectives, scope of work, milestones, and customer expectations to all project team members. I collected and managed site documentation, progress status meetings, configuration plan, training and follow-up plan, and test and acceptance plan I managed all human resources functions including recruiting, interviewing, and hiring of staff to ensure appropriate project team staffing requirements were adequately met. I directed, monitored, and evaluated 20+ field employees; identified and developed career paths for agents and conducted quarterly and annual employee performance evaluations. • Received full payment from customers within 30 days for 98% of projects. • Met or exceeded set labor margins. • Directed 21+ field employees and $2.3M budget. • Exceeded quality standards established by manufacturer for 5 consecutive years. Show less



Nortel Communication Systems (f-PacTel Meridian/PacTel Business Systems)

• Commerce, CA

• District Service Manager

  • Dec 1989 - 1994

  I oversaw the post installation service to customers including Moves, Adds, and Changes; increased set service indicators as well as maintained high productivity levels. I conducted and facilitated customer meetings and mediated customer escalation issues for mutual satisfaction. I was responsible for evaluating delinquent accounts involving customer dissatisfaction; determined the customer issues, implemented action plans for resolution, and collected outstanding balance to increase revenue. I provided hands on leadership and guidance to field technicians and analysts to allow for the successful completion of projects. Performed quality reviews of field performance and was able to identify and remove existing or potential roadblocks to ensure completion of assignment and monitored and reduced vehicle inventory on a quarterly basis. I managed all human resources functions including recruiting, interviewing, and hiring of staff to ensure appropriate project team staffing requirements were adequately met. I directed, monitored, and evaluated 20+ field employees; identified and developed career paths for agents and conducted quarterly and annual employee performance evaluations. • Defined strategic direction that supported regional operations goals to increase revenue and improve customer satisfaction. • Supported regional goals to increase revenue and improve customer satisfaction. • Directed 20+ field employees and controlled $2.5M budget. • Reduced vehicle inventory to less than $500.00 Show less