SUSAN ROBERTSON
Cheektowaga,NY
Summary
- Office Management Professional
- Extensive background in office administration, records management, human resources, payroll, and bookkeeping in compliance with corporate goals and legal requirements.
- Strong communication and interpersonal skills. Professionally interacts with people at all levels of responsibility in a positive manner.
- Ensures staffing levels within assigned areas are correct and employees are properly trained and reviewed.
- Core competencies: Office management, financial and operations management, payroll processing and analysis, automated accounting systems, human resources management, internal/external customer relations, and multi-site office management.
- Comprehensive computer skills: Microsoft Word and Excel, KRONOS, ADP and Paychex payroll software, Allscripts, Power chart and QuickBooks Pro.
Overview
37
37
years of professional experience
Work History
Imaging Operations Manager
Imaging Department - Buffalo General Hospital
05.2021 - Current
- Staff Rounding has kept employees compliant with Kaleida policies and procedures.
- Empowered staff to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted annual performance reviews, identifying areas for improvement and developing action plans to address them. Provided training sessions on equipment as well as using staff to mentor each other.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services. Reconciling monthly GL to make sure appropriates charges and credits were applied department.
- Responsible for Operations Monthly Reporting
- A Member of Implementation team for Centralized Scheduling.
- Increased CTA Cardiac volume by double within 6 months by opening up 4 6:30AM and 7:30AM slots and opened up 2 additional slots for MRI Cardiac's to increase volume by 25%.
- Added 2 more schedulers to the Imaging team to provide better coverage and customer service to a growing department.
- Performs all HR investigations with the Union
- Approves staff schedules, overtime and bonus shifts.
Assistant Imaging Manager
Imaging Department - Buffalo General Hospital
10.2019 - 05.2021
- Provided oversight for equipment maintenance programs ensuring optimal functionality at all times while minimizing downtime due to malfunctions or repairs.
- Coordinated cross-departmental efforts to integrate new technologies into existing workflows successfully, improving overall patient care delivery systems.
- Championed continuous improvement initiatives that identified areas of opportunity for increased efficiency or enhanced patient experience within the facility''s imaging services offerings.
- Spearheaded efforts to attain recognition for excellence in imaging services through DNV Stroke awards, boosting the facility''s reputation and market position within the region.
- Reduced patient wait times through effective communication with referring physicians and optimization of the scheduling system. Developed same day scheduling slots for CT and MRI for referring physicians to send over urgent testing for patients.
- Increased staff retention by mentoring a supportive work environment that encouraged professional growth and development.
- Developed policies and procedures manual to standardize operations across all imaging modalities within the departments as per DNV guidelines.
- Maintained strict adherence to safety guidelines, ensuring a safe working environment for both staff and patients.
- Improved patient satisfaction by implementing efficient imaging protocols and streamlining appointment scheduling. Developed a call center flow with the phone system for centralized scheduling for all Imaging testing for outpatients. Manage the phone system queue for call times, performance, wait time as well as dropped calls.
Imaging Services Office Supervisor
Imaging Department - Buffalo General Hospital
01.2015 - 10.2019
- Manages all operational functions for Imaging Dept
- Diagnostic X-ray, MRI, CT, Nuclear Medicine, Ultrasound, Clerical and Certified Medical Assistants with 185 Direct Reports
- Works closely with patient access to care and Patient Financial Services to ensure that departmental Staff are adhering to current established procedures for registration, charge posting, discharging and collection of co-payments and visit deposits to realize a continued increase in revenue generated by department. Verify Insurance authorizations are valid, proper facility in time frame to ensure payment.
- Performs rounds including infection control audits, DMV and customer/employee satisfaction
- Prepares reports
- Understands rules and regulations related to HIPPA
- Performs accurate and timely Kronos edits and payroll approval for over 185 employees
- Participates in appropriate Corporate, Departmental & NYSDOH committees and meetings
- Establishes and maintains performance standards for the clinical staff, supervises dept
- Personnel
- Assists with disciplinary actions per Union contract
- Responsible to oversee scheduling of technical staff, clerical staff and staff members
- Interviews applicants and recommends appointment of personnel, supports and coordinates training, educational programs and new staff orientation
- Ordering, Inventory, Purchase Orders and Supply Requisitions A member of the implementation team striving to achieve Central Scheduling within Kaleida Health
- Evaluate all Staff on Annual Reviews Maintains Personnel Files Maintains budget reports and monthly financial reports.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
Office Supervisor
Kaleida Health – Towne Garden Pediatrics
01.2013 - 01.2015
- Manages all operational functions and staff of 30 for an ambulatory Pediatric clinic
- Responsible for planning and implementing new processes, as well as establishing quality Standards and goals for the clinic
- Maintains compliance with all policies/procedures of the hospital
- Develops and implements clerical workflow to streamline efficiency and increase volume
- Responsible for Employee, Nurses, Physician, Residents and Medical Students schedule
- Compile clinic statistics
- Ordering, Inventory and Supply Requisitions
- A member of the implementation team striving to achieve PCMH (Patient Centered Medical Home) accreditation
- Evaluate all Staff on Annual Reviews
- Maintains Personnel Files, budget reports and monthly financial reports.
Business Manager
Cardiology Group of WNY, P.C.
01.2004 - 01.2013
- Manage all office functions for large specialty medical practice ensuring efficient, productive operation
- Maintain all financial records accurately and in accordance with accounting policies: Produce cash flow statements and reconciliations allowing for proper use of lines-of-credit
- Process bi-weekly payroll for 250 employees including 15 physicians monitoring tax filings and year-end requirements; adjust payroll information as requested by employees
- Utilize QuickBooks for financial functions including complete responsibility for Accounts Payable processes
- Maintain administrative costs
- Manage human resource functions including hiring, training, evaluation, and termination
- Ensure staff are properly trained in the use of the company software systems
- Minimize use of Protected Health Information where required.
Office Manager
Crosswater Digital Media, LLC
01.2002 - 01.2004
- Managed administrative and customer service functions and support staff
- Prepared service and installation invoices, handled Accounts Receivable
- Prepared and reported payroll; maintained benefits records including changes and additions
- Supervised the Customer Service department; monitored customer satisfaction and retention
- Increased customer retention rate from 75% to 87%.
Business Services Director – Great Lakes Region
Muzak, LLC
01.1988 - 01.2002
- Guided administrative and operations functions for six (6) offices in the Great Lakes Region including orders, scheduling, billing, A/R and A/P
- Streamlined business processes to reduce operational expenses.
- Managed training, IT support, process implementation and review for all administrative staff in the nine Eastern Regional Offices.
- Ensured proper communication between office and other regional administrative directors.
- Increased revenue goals for service calls by training new clerical staff and developing a coding to follow.
- Reported directly to Regional Vice President
Education
Certificate in Professional Medical Coding Curriculum -
Bryant and Stratton Business Institute
Bachelors of Science - Business
Empire State College
12.2021
Associate of Science - Liberal Arts And Sciences
Erie Community College
Buffalo, NY08.2018
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Employee relations and conflict resolution
- Staff Training
- Schedule Management
Timeline
Imaging Operations Manager
Imaging Department - Buffalo General Hospital
05.2021 - Current
Assistant Imaging Manager
Imaging Department - Buffalo General Hospital
10.2019 - 05.2021
Imaging Services Office Supervisor
Imaging Department - Buffalo General Hospital
01.2015 - 10.2019
Office Supervisor
Kaleida Health – Towne Garden Pediatrics
01.2013 - 01.2015
Business Manager
Cardiology Group of WNY, P.C.
01.2004 - 01.2013
Office Manager
Crosswater Digital Media, LLC
01.2002 - 01.2004
Business Services Director – Great Lakes Region
Muzak, LLC
01.1988 - 01.2002
Certificate in Professional Medical Coding Curriculum -
Bryant and Stratton Business Institute
Bachelors of Science - Business
Empire State College
Associate of Science - Liberal Arts And Sciences
Erie Community College
Similar Profiles
Huiping LiuHuiping Liu
Telemetric Neuro RN at Buffalo General HospitalTelemetric Neuro RN at Buffalo General Hospital
Kaylee AudyKaylee Audy
RN Floor Nurse at Buffalo General HospitalRN Floor Nurse at Buffalo General Hospital
Anita E. WebsterAnita E. Webster
Personal Care Assistant at Buffalo General HospitalPersonal Care Assistant at Buffalo General Hospital
Dawn BraggDawn Bragg
Cosmetologist at Do That Do SalonCosmetologist at Do That Do Salon
Dathan MaddingDathan Madding
Merchant Due Diligence Analyst at PaysafeMerchant Due Diligence Analyst at Paysafe