I have realized my true passion is working in the automotive industry. Although my most recent experience is in healthcare, I have great work experience, education, and training skillsets in the automotive field.

1. LAURA MCGRAW, MA
8155 Ravenswood Lane
Desoto, KS 66018
Cell (913) 424-5357
E-mail: L.mcgraw1@yahoo.com
EDUCATION
Pittsburg State University, May 1995 Pittsburg, KS
Bachelor of Automotive Technology & Manufacturing Management
Minor in Business Administration.
Webster University, December 2003 Kansas City, MO
Master of Arts in Management and Business
Kansas University Medical Center, May 2011 Kansas City, KS
Bachelor of Science in Health Information Management
HONORS District Service and Parts Manager of the Year Award- 1997, 1999, 2000.
Master Certified Toyota Service, Parts, and Customer Relations Manager.
TRAINING Proficient in all Microsoft software programs. ASE certified and ISO trained. Trained in
several technical/automotive software programs. Trained in Customer Service, Sales,
Finance & Insurance, Service, Parts, and Operations Management.
PROFESSIONAL EXPERIENCE:
TOYOTA MOTOR SALES, U.S.A., Inc Kansas City, MO
District Service & Parts Manager (1995-2002)
• Motivated dealership management personnel on improving the profitability,
financial health, and efficiency of their sales, service, parts, and customer relations
departments.
• Ensured dealership met key performance indicators and standards.
• Assisted dealership personnel in standardizing successful “best practice”
processes.
• Worked with dealer management team to increase vehicle, parts, and labor sales.
• Quality Control: inspected automotive parts to determine cause of failure,
especially for new models and large warranty repairs. Notified manufacturing
assembly plant of important issues.
• Audited various dealerships that had high warranty repair averages. (Inspected
parts and documentation).
• Assisted technicians with troubleshooting repairs to avoid arbitrations.
• Utilized “Just in Time” parts inventory methodology. Set parameters for stocking
inventory.
• Consistently practiced “Kaizen” (continuous-improvement) methodology in every
aspect of my job.
• Resolved escalated conflicts between customers and dealership personnel.
• Developed investigative reports on dealer visits, customer encounters, vehicle
inspections, and product reports for legal reinforcement.
• Managed a monthly budget for out-of-warranty goodwill assistance.

2. Customer Service Consultant (2002-2004)
• Managed Toyota’s entire Dispute Resolution System for the Customer Relations
Department.
• Created a protocol/policy for technicians to effectively handle vehicles in the
“repeat repair” or inoperable status.
• Reduced annual arbitration cases by 75%, which saved Toyota over $350,000 a
year in avoided vehicle buybacks.
• Program Manager for Toyota’s Certification, Training, and Excellence Award
criteria and programs.
• Ensured dealership personnel were trained in the Customer Relations, Service,
and Parts Departments.
• Reviewed, summarized, and provided documents and testimony for Arbitration
cases.
• Supervised and trained new District Service & Parts Managers.
KU ORTHOPEDICS & SPORTS MEDICINE Kansas City, KS
Medical Administrative Assistant (Sept 2011-Sept 2012)
• Organized medical dictation, composition, and transcription documents.
• Coded surgeries and sent them to the necessary departments.
• Triaged patient phone calls and resolved their concerns.
Compliance Analyst (Sept 2012-June 2013)
• Conducted medical record audits on physicians and residents.
• Created a reporting system that measured liability, profitability, and quantification
of associated risks.
• Presented the results of audits to upper management for further assessment.
• Knowledgeable in government healthcare rules and regulations.
• Analyzed existing electronic medical record system for enhancements and
deficiencies.
Pre-Certification Specialist (June 2013-Sept 2014)
• Obtained authorizations for surgeries, physical therapy, and radiology tests from
various commercial or government medical insurance companies.
• Accurately diagnosed and coded inpatient and outpatient surgical procedures.
• Pre-certified surgical procedures for eight orthopedic physicians who specialized
in: Trauma, Upper Extremity, Oncology, and Adult Reconstruction.
• Ensured all documentation met medical necessity requirements.
OLATHE MEDICAL CENTER Olathe, KS
Medical Coder (Oct 2014 to Dec 2015)
• Responsible for accurately coding medical claims to obtain reimbursement from
various commercial and governmental medical insurance companies.
• Saved the organization over $50,000 by finding old uncoded PT/OT accounts that
were not being tracked. (Only initial encounters were being tracked)
• Created a tracking system to ensure timely coding of subsequent PT/OT accounts.
• Ensured healthcare providers met specific documentation requirements that were
essential in proper coding and claim reimbursement.

3. • Coded for Wound Care, PT/OT, Laboratory, Cardiac/Pulmonary, and Diabetes
rehabilitation departments.
• Compared account charges with documentation to ensure it is correct for final
claim submission.