Customer Service Patient Care

Robert K Bliese

*** **** *****, *********, ** ***22

708-***-**** ad7up1@r.postjobfree.com

Profile Health Administration professional with solid background in operations management and the ability to manage several projects simultaneously.

Excellent organization, communication and process management skills.

Strong belief that consistently excelling in customer service goes hand in hand with employee motivation. Experienced in all aspects of patient care services and improving access to and transition between ambulatory, emergency, urgent care and inpatient care.

Education Masters in Health Administration May 1985

Governors State University University Park, IL

Bachelor of Science Health Services Administration May 1983

Western Illinois University Macomb, IL

Residency: Hospital Administration Resident June 1986

VA Jesse Brown Medical Center Chicago, IL

Career History

Program Assistant UIC Institute for Health Research and Policy( June 2023-Dec 2023)

P-card and T-cardholder and review/approves all expenses in Chrome River.

Reconciliation of Departmental expense ledgers using Banner, Ibuy, etc.

Creation of Change of Appointment forms (COAs) for new and reappointments.

Labor redistributions in Human Resources Front End

Business Admin Associate, UIC Cancer Center, Clinical Trails Office (2021-9/30/2022)

Coordinates Clinical Trial financial start up, Analysis of clinical trial protocols to negotiate budgets with sponsors

Provide PI’s, coordinators and administrators with fiscal updates on clinical trials

Develop and review documentation for approval of projects

Medical Office Coordinator, Perioperative Administration, Department of Surgery, UI Health (UIC) (2021)

EPIC, Scheduling elective surgical procedures in EPIC Main OR Surgical Scheduler

Collaboration with Service Line Coordinators and OR RN Team Leaders to ensure correct CPT Coding, ICD10 Diagnosis, ancillary support and durations of all cases.

Presented surgical schedule at daily multidisciplinary Department of Surgery Huddle.

Communicates with Perioperative RN Staff to determine financial and medical clearance for patients.

Determines availability of attending surgeons

Administrative Assistant, Assistant to the Director and Fellowship Coordinator

Institute for Minority Health Research College of Medicine University of Illinois at Chicago (2020-2021)

Coordinated meetings for the Institute with investigators throughout the United States

Maintained grant documents, CV’s, mentors, T-32 tables and other research documents

Scheduling Optimization Administrator- Aunt Marthas Health and Wellness(2017-2019)

Responsible for scheduling 400 staff and providers at 23 Ambulatory Care cites throughout Chicago and Suburban area.

Build and apply provider scheduling templates in Athena EHR

Project Leader- Information and Data Systems

Cook County Health and Hospital System Cermak Health Services Chicago, IL (2012-Feb 2017)

Manager/Supervisor of Clinical Lab Services, Clinic Scheduling and Information Systems. Responsible for system interface, primary care and laboratory care scheduling. Liaison with vendors CCHHS Juvenile Center and Cook County Dept. of Corrections. Spearheaded several projects in response to DOJ Recommendations to achieve compliance. Develop reports for senior administration.

Responsible for medication administration record, point of care devices, chronic care and urgent care work groups.

Program Director

Governors State University University Park, IL (April 2010-2012)

Administered $4.9million federal grant. Performed workforce development activities for the grant including collaboration with community agencies, contract negotiation, establishing supportive services and working with state and other federal agencies to interpret national policies. Hired and supervised grant staff, conducted auditing and review of program with community agencies to provide deliverables. Maintained GSU account on national RAD database

Responsible for financial performance and all accounts payable.

Adjunct instructor- Health Care Informatics and Health Care Information Systems.

Instructed Graduate and Undergraduate Informatics courses April 2010 -2012

Director of Clinical Operations-

Midwest Physician’s Group Olympia Fields Il. (2008 –April 2009)

Responsible for Clinical Operations of a large multispecialty, multi-location

Physician group in Chicago and the South Suburbs. Supervised Center Managers and Coordinators and clinical operations staff. (80 MD’s and 400+ Associates).

Implemented Organization wide training program in EMR Confidentiality. Continuously monitored staff compliance.

Participated in several committees including Operations, Managed Care, PQRI, Administrative Communication and the Board of Directors.

Conducted service analysis of departments, reviewed lab billing through vendors and reviewed acquisition of diagnostic radiology equipment.

Director of Clinical Operations

University of Illinois at Chicago College of Dentistry (2001-2008)

Supervision of initial patient care services for the largest dental provider in the state of Illinois. Responsibilities include registration, patient dental records, patient access, Patient Advocacy and Guardianship determination. Oversaw the implementation of an electronic patient chart system – 80,000 + annual visits

Serves as Privacy Officer for the College. Responsible for Release of Information and all legal correspondence. Conducts seminars for staff, faculty and students on HIPAA compliance and preserving Protected Health Information.

Conducts annual Patient Satisfaction Surveys as part of performance improvement and accreditation standards. Generates a Quality Newsletter which reports results and satisfaction trends throughout the college.

Responsible for purchasing all expendable supplies. Approving official for the college ($2 million annually). Review requests and offer alternatives to decrease total expenditures. Instituted market basket of most common and frequently purchased items. Conducts annual inventory of expendable supplies for all pre-doctoral and post graduate clinics.

Coordinated continuing education courses as required by accreditation standards. Instituted customer service training for support staff and held team building seminars and exercises. Implemented and managed a uniform program for all reception/fiscal staff, lab coats for all faculty, and scrubs for dental assistants and sterilization staff.

Developed programs to improve patient access and communication. Completely revamped the patient flow and communication system for entry into the college and established in-house and external interpreter program.

Serves on college committees including Quality Committee and Accreditation Committee.

Administrative Director and Assistant to the Head (1997-2001)

University of Illinois at Chicago Department of Emergency Medicine

Responsibilities include Financial Management, Human Resources, Budgeting and Planning for all academic and clinical aspects of the Department. Responsible for all State, Research, grant, Medical Service Plan and Medical Center accounts.

Oversaw the Billing and Collections for professional and technical fees. Improved the process flow and charge capture in the ED. Conducted all purchasing and contracting for the Department and the O’Hare Satellite Clinic.

Responsible for Physician Credentialing & Privileging in accordance with JCAHO requirements.

Supervised all clerical registration, business, residency program and research staff.

Served on Medical Center and College committees including Hospital Directors, Managed Care, and Clinical Administrators committee.

Health Systems Specialist GS 13- Administrative Assistant to the Chief of Staff (1987- 1997) VA Jesse Brown Medical Center Chicago, IL.

Oversight of all clinical services in a 484-bed academic medical center with one of the largest ambulatory care programs in the VA Healthcare System.

Responsibilities include planning, budgeting and daily operations.

Represented the medical center in contract negotiations with military, federal and other providers. Served as medical staff coordinator and facility construction coordinator. Planned, designed and renovated the ambulatory care specialty clinics in a six month period. Renovated wards into semi-private rooms, relocated and updated dialysis and ICU’s.

Planned developed and supervised an 18-bed guest lodger facility as an alternative to hospitalization. Averted 455 unnecessary bed days in the first 4 months.

Served as VA/DOD Coordinator during Operations Desert Storm. Served on several clinical and administrative committees

Management Analyst- Directors Office (1986-1987)

VA Jesse Brown Medical Center Chicago, IL

Performed data and statistical analysis to improve DRG reimbursement for the medical center

Responsible for all operational reports that were sent to VA Central Office in Washington, D.C. Generated reports on operational statistics for medical center Administration (ALOS, Average Daily Census, visits, admissions, etc.) Benchmarked data against other VA and private sector like facilities.

Conducted physician training seminars on productivity enhancement.

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