Customer Service Manager

John Hepburn

Davison Twp, Michigan

810-***-**** abj4jy@r.postjobfree.com

Professional Summary

Health Care professional with experience and knowledge in departmental

and policy development, regulatory and accreditation processes,

developing and implementing process improvements as well as staff

supervision. Demonstrated the ability to develop effective

relationships with a wide variety of health care professionals, and

improving overall communication with administrators, physicians,

insurance representatives, community resource providers and the

general patient population.

Work Experience

Consumer Services Inc., Flint, Michigan

Case Manager

Independent contractor providing psychotherapeutic services and

assessments to mentally ill and developmentally delayed individuals in

a variety of settings.

Responsible for linking, monitoring and coordinating services for

individuals and psychosocial assessments.

Locate resources and coordinate with resource agencies to obtain

needed services for individuals.

Developed Person-Centered Treatment Plans

Residential Home Health, Madison Heights, Michigan

Director Customer Satisfaction

Established the newly formed Customer Service Department within the

organization

Addressed all patient complaints from incoming calls, internal

reporting and patient satisfaction surveys. Investigating and

reporting concerns to necessary supervisors to facilitate process

improvements and any needs for employee education or disciplinary

action.

Developed, and Coordinated Post Admission Call process to track

patient satisfaction and dissemination of information to Marketing

Department to increase future referrals.

Responsible for maintaining tracking materials reporting customer

satisfaction data to the Agency Administrator, Marketing Department,

Customer Service & Patient Admissions Director ensuring proper

protocols were followed upon admission to agency

Communicated with all organizational departments to ensure optimal

patient care and timely service both internally and by clinical staff.

Coordinated with other departmental leaders to facilitate

organizations application for ACHC accreditation

Restructured agency admissions process to make it patient-friendly and

cost effective for the organization

Supervised Departmental staff to insure efficiency while maintaining

departmental and organizational needs

St. John Health (Neurological Recovery Systems), Warren, Michigan

Residential Case Supervisor

. Supervised a staff of twelve program technicians.

. Maintained the facilities compliance with State regulatory guidelines.

. Responsible to coordinate all aspects of care for Traumatic Brain

Injury clients with family/guardians, physicians, insurance

representatives, and various health care professionals and government

agencies.

. Member of departmental Documentation/Policy and Marketing Committees.

. Member of hospital's Committee for Celebrating Improvements in Service

Excellence

. Certified as a Brain Injury Specialist through the Brain Injury

Association of America.

Crittenton Hospital, Rochester Hills, Michigan

Mental Health Technician

. Provided direct care for adult/geriatric population in an inpatient

psychiatric setting.

. Coordinated didactic groups to educate patients in various copping

strategies.

. Addressed individual treatment issues through one-to-one counseling.

. Intervened when patients displayed escalated behavior through use of

SECURE nonviolent crisis intervention techniques.

John Hepburn

Havenwyck Hospital, Auburn Hills, Michigan

Utilization Review Coordinator

Compiled clinical data for review with various health care/insurance

providers.

. Coordinated with doctors, social workers, and other clinical staff to

determine plan of care, treatment objectives, and criteria for level

of care.

. Preformed internal reviews and insurance appeals.

. Responsible for Performance Improvement reports assessing various

departmental concerns.

Intake Coordinator

. Coordinated with insurance companies, hospitals and staff to

facilitate psychiatric hospital admissions by obtaining appropriate

authorizations.

. Performed psychiatric assessments on patients to determine mental

health status.

. Developed a referral source for local substance abuse services.

. Marketed facility services to other health care establishments.

Psychiatric Care Specialist

. Implemented "didactic groups" focusing on treatment issues of children

and adolescent clients.

. Generated treatment plans to focus on areas of concentration while

client was hospitalized.

Madison Community Hospital, Madison Heights, Michigan (Program Managed by

Havenwyck Hospital)

Mental Health Technician

. Assisted in the development of the "day treatment" hospital program.

. Provided training in activities of daily living and coping skills on

an outpatient basis.

. Coordinated and implemented didactic groups which focused on education

and teaching of clients.

. Safety manager for day hospital and inpatient psychiatric unit

insuring compliance with OSHA standards.

Harbor Oaks Hospital, New Baltimore, Michigan

Mental Health Worker

. Performed direct patient care for psychiatric inpatients,

. Coordination and running of the didactic program,

. Assisted with basic hospital maintenance.

Education

Wayne State University, Detroit MI

Bachelors of Arts in Sciences- Psychology

Licensures and Certifications

Registered Social Service Technician - State of Michigan Board of Social

Work

Certified Brain Injury Specialist- Brain Injury Association of America

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