Susan Lambert
Sr. Coordinator, Individualized Care
Kannapolis,NC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Assistant Manager of Operations
Immunotek BioCenters
11.2020 - Current
- Assist with day-to-day operations of donor center
- Responsible for achieving donor center production goals
- Actively collaborate with Center Director to maximize team potential and efficient use of resources
- Manage staff including hiring, onboarding, attendance, counseling, taking actions to create a positive team environment
- Ensure compliance with all federal, state, local, and company-specific rules, regulations, and practices related to quality and safety of products, donors, and employees.
- Managed daily operations, delegating tasks appropriately to ensure thesmooth functioning of facility.
- Optimized inventory management by closely monitoring stock levels and placing timely orders.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Assistant Manager of Operations
Ked Plasma/Grifols
04.2017 - 11.2020
- Responsible for duties inherent with daily operations of successful management of a plasma center ensuring adherence to SQUIPP and donor safety
- Aggressively pursue new innovations and advertising campaigns to increase new donor base and retain existing donors
- Actively engage staff to maximize retention and promote internal growth
- Collaborated with Center Director to increase production by setting SMART goals and actively using KPI’s daily resulting in a 22% increase over previous years yield and projected goals
- Managed staff including hiring, onboarding, attendance, counseling and taking actions to create a positive team environment
- Work collaboratively in all areas of production to ensure timely processing of donors
- Provided outstanding donor experiences on a daily basis.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Interacted well with customers to build connections and nurture relationships.
- Monitored employee productivity and optimized procedures to reduce costs.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked flexible hours across night, weekend, and holiday shifts.
Licensed Insurance Agent and Benefits Coordinator
Senior Life Services, YIG, Messer Group
09.2015 - 09.2017
- Self employed licensed Health and Final Expense Agent
Certified Insurance Specialist
Ensemble Health Partners
02.2016 - 04.2017
- Certified Reimbursement Claims Representative specializing in commercial insurances and Medicare and Medicaid denials
- Proactively and aggressively work at revenue recovery to ensure maximum reimbursement.
- Followed up on denials, late payments, extensions and other special circumstances.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Acted as subject matter expert, answering internal and external questions and inquiries.
DCSC Operations Supervisor
American Red Cross
09.2010 - 09.2015
- Responsible for delegating and managing cases, assigning work, and directing work flow to ensure smooth and timely completion of day to day tasks
- Review of cases, calls and work inherent with daily operations to ensure adherence to SQuIPP and compliance standards
- Reduced outstanding cases by over 33%
- Provide outstanding customer service to donors and clients
- Assist and aid staff, serving as a resource and providing a positive influence and team environment
- Manage staff and take appropriate action to create a productive team environment
- Monitor telephone capacity reducing wait times and achieving a company metric below 95% under 1 minute
- Take swift and long-term actions to ensure adequate coverage on all shifts
- Direct daily production operations and information requests to ensure timely response
- Resolve complex issues referred by staff
- Previous positions held include Donor Client Support Specialist and Lead DCSS.
- Motivated and trained employees to maximize team productivity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Kept high average of performance evaluations.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Practice Manager, Coding & Compliance Officer
Americare Health
06.2009 - 09.2010
- Practice Manager for Sugar Creek location
- Compliance and Coding Officer for entire practice encompassing 6 locations specializing in Pediatrics and Internal Medicine
- Developed and implemented standard operating procedures, office and clinical protocols, established a corporate compliance program and instituted HIPAA and OSHA programs for all offices
- Directly responsible for the day to day operation of the office with all the duties inherent in managing a successful and busy practice, which included training of staff, payroll, scheduling, A/R, billing and coding, charge entry and posting, patient satisfaction and retention
- Organized and implemented cost containment strategies
- Improved efficiencies through analysis of procedures and practices previously in place
- Analyzed practice and determined where revenue could be maximized and implemented appropriate changes, resulting in increased revenue for services that were previously not being correctly documented and billed
- Provided provider training in coding and documentation at bi-monthly meetings for 10 physicians and NPP’s
- Organized and implemented cost containment strategies including renegotiating contracts resulting in lowered costs and increased reimbursement
- Credentialing of Providers.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Negotiated contracts with vendors, securing favorable terms for the practice while maintaining quality service levels.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Ordered all office supplies and kept check on inventory levels.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Developed policies and procedures for effective practice management.
- Implemented new electronic health record system, leading to increased efficiency in patient data management.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Medical Coder II- ITI/PRMO
Duke University Health System
05.2008 - 03.2009
- Coded ED Medical Records utilizing ICD-9-CM and CPT-4 coding conventions to ensure appropriate/optimal reimbursement for charges through abstraction and research of information
- Coordinated and supervised other coder/ team members for timely completion of work and increase in productivity
- Tracked and compiled necessary data for proper reporting to Medical Director, PRMO Supervisors and Fiscal Entities.
- Assisted in training new staff on medical record processing and filing procedures.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Performed on-site coding audits to determine accuracy and compliance with coding guidelines.
- Expedited claim resolution with insurance companies through clear communication and prompt follow-up actions.
- Researched and resolved medical record discrepancies.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Promoted teamwork within the department through effective communication and collaboration on complex cases.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
Education
A.S. Communications and Media Arts -
Sullivan County Community College
Loch Sheldrake, NYNursing
State University of New York
Loch Sheldrake, NYSkills
- Phlebotomy
- Patients Vitals
- Fingersticks/Capillary tube collections for diagnostics
- Employee Motivation
- Operations Management
- New Employee Hiring
- Customer Relations
- Administrative Management
- Effective leader
- Staff training/development
- Revenue Generation
- Operational Efficiency
American Red Cross Committees
- Employee Blood Drive Team Captain
- Health and Safety Team Co- Chairperson
- BioArch Change Ambassador
- Customer Service Team Project Member
Fraternal National Organizations
- American Red Cross Volunteer Disaster Action Team Cabarrus County and CAS Activator
- American Red Cross Blood Services Volunteer
- National Marrow Donor Registry / Be The Match Ambassador
- ConCarolinas Board Member – Former Secretary, Promotional Liaison, and Blood Drive Coordinator
Recognition Awards Achievements
- First Level Award for Employee Excellence – 2013 – National Level
- Presidents Spot Award Recipient – American Red Cross – June 2012 – National Level
- Extra Step Award Recipient – Multiple Occasions
- Perfect Attendance Award – Multiple Occasions
Timeline
Assistant Manager of Operations
Immunotek BioCenters
11.2020 - Current
Assistant Manager of Operations
Ked Plasma/Grifols
04.2017 - 11.2020
Certified Insurance Specialist
Ensemble Health Partners
02.2016 - 04.2017
Licensed Insurance Agent and Benefits Coordinator
Senior Life Services, YIG, Messer Group
09.2015 - 09.2017
DCSC Operations Supervisor
American Red Cross
09.2010 - 09.2015
Practice Manager, Coding & Compliance Officer
Americare Health
06.2009 - 09.2010
Medical Coder II- ITI/PRMO
Duke University Health System
05.2008 - 03.2009
A.S. Communications and Media Arts -
Sullivan County Community College
Nursing
State University of New York
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