         HEALTHCARE DOCUMENTATION SERVICES DELIVERY MANAGER       Professional Summary     A dependable and motivated professional experienced in managing multiple projects in a fast paced deadline driven environment. Posses strong organizational and communication skills. Strong technical proficiency that includes: working knowledge of Microsoft Office Word, Excel, Access and Outlook with the ability to quickly learn new technology and software applications. Works well independently with the ability to prioritize and multi-task efficiently with minimal  supervision       Skill Highlights          New employee orientations  Staff training and development  Microsoft Office Suite expert  Maintains confidentiality  HR policies and procedures expertise  People-oriented  Organized  Exceptional communicator       Schedule management  Problem resolution  Deadline-oriented  Report analysis  Results-oriented  Self-directed  Time management  Professional and mature  Dedicated team player  Strong interpersonal skills            Education and 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 and Payroll  Interviews, New Hire Training and Orientation  Microsoft Word, Excel, Access, PowerPoint and Outlook  Electronic Time Card and Scheduling Applications   Multitasking in a fast paced environment  Extremely Organized, Communication Proficiency  Team Oriented with the ability to build strong relationships with Individuals at various levels   Dead-line results driven, Time Management   Works well with little or no supervision        Professional Experience     January 2009   to   January 2014     Company Name    City  ,   State    Healthcare Documentation Services Delivery Manager         Directly responsible for customer satisfaction in clinical document turnaround time and quality  Directly aided in eliminating document turnaround time and quality penalties by driving the consistent achievement of 97% document turnaround time and 95% document quality  As required received many high scoring customer surveys and resigned contacts   Prepared and presented client account performance reports and executive level scorecards  Trained medical records staff and providers on transcription applications, document search engines and dictation machines both on site and remotely  Initiated new transcriptionists paperwork, scheduled training and provided daily support to new hires  Ensured training course material were up to date and managed training room bookings  Ordered training supplies and equipment   Created and maintained weekly work schedules for transcription staff  Completed electronic time cards and payroll as well as trained each employee to use the program   Under my leadership overtime costs were reduced 25% by improving production performance  Instituted and hosted monthly team quality webinars to provide guidance, expectations and training  Partnered closely with Human Resources, Account Management, Inside Sales, Project Management and Customer Service teams to ensure customer satisfaction, retention and growth         January 2005   to   January 2009     Company Name    City  ,   State    Customer Care Manager         Customer facing, first point of contact for all day to day issues, projects or concerns. Worked directly with HIM Directors, Physicians and COO for assigned healthcare facilities  Conducted customer touch base calls to review account performance, goals reached and expected metrics.   Developed and presented monthly reporting statistics for each customer  Set up conference calls and webinars and scheduled customer training for new applications   Was directly involved in all new go lives and implementations including travel as needed for medical records staff and provider training  Acting as the customers advocate proactively fielded complaints to resolve quickly, always following up with the customer to ensure satisfaction  Oversaw contract deadlines and renewals working closely with the company legal team. Had success in having over 98% of my customers resign new 1-4 year contracts  Worked directly with sales team to introduce new products to existing customers. Had success in selling new templates, technologies and work types to many facilities         January 1995   to   January 2005     Company Name    City  ,   State    Work Flow Coordinator        Oversaw transcription workflow process of three office locations in Southern California.  Maintained all dictated reports to ensure compliance with service level agreements.  Hired, supervised and trained a large staff of Work Flow personnel.  Had success in crew retention and loyalty.  Oversaw the completion of bi-weekly time cards.  My team reduced overtime costs by improving d performance and accuracy.  Created and maintained all departments' employee scheduling, yearly reviews and performance management.  Directed all incoming work flow department client calls to the appropriate recipient.  Our departments received over 500 inbound calls per day.  We had very few delays in processing such a large volume of calls and had many satisfied customer surveys for our department.  Constructed daily excel reporting, weekly and monthly turnaround times analysis and back log spread sheets.  Worked closely with Quality Assurance, Account Management and Technical Support to ensure customer satisfaction and delivery.       