HEALTHCARE DOCUMENTATION SERVICES DELIVERY MANAGER Professional Summary A dependable motivated professional experienced managing multiple projects fast paced deadline driven environment. Posses strong organizational communication skills. Strong technical proficiency includes: working knowledge Microsoft Office Word, Excel, Access Outlook ability quickly learn new technology software applications. Works well independently ability prioritize multi-task efficiently minimal supervision Skill Highlights New employee orientations Staff training development Microsoft Office Suite expert Maintains confidentiality HR policies procedures expertise People-oriented Organized Exceptional communicator Schedule management Problem resolution Deadline-oriented Report analysis Results-oriented Self-directed Time management Professional mature Dedicated team player Strong interpersonal skills Education Training Rowland High School City State High School Diploma East San Gabriel Valley Occupational Program City State Microsoft Office Specialist Course Skills Human Resources, Scheduling Payroll Interviews, New Hire Training Orientation Microsoft Word, Excel, Access, PowerPoint Outlook Electronic Time Card Scheduling Applications Multitasking fast paced environment Extremely Organized, Communication Proficiency Team Oriented ability build strong relationships Individuals various levels Dead-line results driven, Time Management Works well little supervision Professional Experience January 2009 January 2014 Company Name City State Healthcare Documentation Services Delivery Manager Directly responsible customer satisfaction clinical document turnaround time quality Directly aided eliminating document turnaround time quality penalties driving consistent achievement 97% document turnaround time 95% document quality As required received many high scoring customer surveys resigned contacts Prepared presented client account performance reports executive level scorecards Trained medical records staff providers transcription applications, document search engines dictation machines site remotely Initiated new transcriptionists paperwork, scheduled training provided daily support new hires Ensured training course material date managed training room bookings Ordered training supplies equipment Created maintained weekly work schedules transcription staff Completed electronic time cards payroll well trained employee use program Under leadership overtime costs reduced 25% improving production performance Instituted hosted monthly team quality webinars provide guidance, expectations training Partnered closely Human Resources, Account Management, Inside Sales, Project Management Customer Service teams ensure customer satisfaction, retention growth January 2005 January 2009 Company Name City State Customer Care Manager Customer facing, first point contact day day issues, projects concerns. Worked directly HIM Directors, Physicians COO assigned healthcare facilities Conducted customer touch base calls review account performance, goals reached expected metrics. Developed presented monthly reporting statistics customer Set conference calls webinars scheduled customer training new applications Was directly involved new go lives implementations including travel needed medical records staff provider training Acting customers advocate proactively fielded complaints resolve quickly, always following customer ensure satisfaction Oversaw contract deadlines renewals working closely company legal team. Had success 98% customers resign new 1-4 year contracts Worked directly sales team introduce new products existing customers. Had success selling new templates, technologies work types many facilities January 1995 January 2005 Company Name City State Work Flow Coordinator Oversaw transcription workflow process three office locations Southern California. Maintained dictated reports ensure compliance service level agreements. Hired, supervised trained large staff Work Flow personnel. Had success crew retention loyalty. Oversaw completion bi-weekly time cards. My team reduced overtime costs improving performance accuracy. Created maintained departments' employee scheduling, yearly reviews performance management. Directed incoming work flow department client calls appropriate recipient. Our departments received 500 inbound calls per day. We delays processing large volume calls many satisfied customer surveys department. Constructed daily excel reporting, weekly monthly turnaround times analysis back log spread sheets. Worked closely Quality Assurance, Account Management Technical Support ensure customer satisfaction delivery.