Experience

USF Tampa General Physicians

• Hospitals and Health Care
• 1 - 100 Employee

• Office Supervisor

  • Jan 2022 - Present

  Collaborate in recruitment activities, including interviews, onboarding and training of potential candidates and new hires to ensure adequate onboarding. Oversee the scheduling, assignment, and supervision of employees within clinic to allow for adequate staff for operations Develop and enact patient care strategies to allow for adequate patient treatment, designs Conduct performance reviews for direct reports and provide performance input for indirect reports to improve and maintain quality and performance levels Analyze the quality of patient care based on evidence based practice and implement changes in procedures when necessary to meet or exceed organizational goals Manage the HEDIS reporting process for the clinic ensuring clinical quality and outcomes meet quality standardsPromote patient experience to ensure adherence to care principles and maintain and improve the patient/customer experience Show less

• Physician Support Specialist

  • Jul 2021 - Dec 2021

  Gathered and recorded all necessary information in the process of generating an office accountInterviewed patients to confirm or obtain demographic and confidential clinical and financial information necessary to accurately and efficiently registerVerified insurance eligibility and benefits, identified and collected patient copays, and identified those services that required an insurance authorization.Identified and explained forms that required the patient’s signature(s)Greeted patients and visitors in a courteous and friendly mannerMaintained accurate and up-to-date electronic medical recordsAnswered phone calls professionally and screen calls using provided guidelines Show less



TGH Urgent Care powered by Fast Track

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Medical Receptionist

  • Jan 2021 - Present

  Greeting patients and visitors in a courteous and friendly manner ensuring Assist patients with paperwork. Verify patient demographics and insurance benefits. Perform billing and bookkeeping functions including collecting cash payments, posting and balancing daily sheets of transactions, and bank deposits Answer phone calls professionally and screen calls using provided guidelines Greeting patients and visitors in a courteous and friendly manner ensuring Assist patients with paperwork. Verify patient demographics and insurance benefits. Perform billing and bookkeeping functions including collecting cash payments, posting and balancing daily sheets of transactions, and bank deposits Answer phone calls professionally and screen calls using provided guidelines



Humana

• United States
• Insurance
• 700 & Above Employee

• Human Resources Specialist

  • Sep 2020 - Jan 2021

  Enrolled Medicare eligible members in various benefit plans Ensured efficiency of service center operations, technology and transaction processes Established standards and procedures for handling employee questions, transactions and administration of human resource programs Coordinated services with the human resource information systems, human resource program managers and technology specialists Regularly exercised discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes and techniques Worked under limited guidance due to previous experience and depth of knowledge of administrative processes and organizational knowledge Show less



BayCare Health System

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Customer Communications Specialist/Front Desk Specialist

  • Jan 2020 - Sep 2020

  Received visitors at the front desk by greeting, welcoming, and directing them appropriately. Answered and responded promptly to internal and external customer inquiries, transferring calls to appropriate areas Worked through various emergency response codes/plans. Scheduled customer appointments for various procedures and/or through various departments as well as resolved issues in an appropriate and timely manner Ensured prompt and proper contact with customer via standard scripts and procedures while delivering world-class customer service in a high-stressed, fast-paced work environment. Maintained office security by following safety procedures and controlled access via the reception desk (monitor logbook, issue visitor badges) Show less



Humana

• United States
• Insurance
• 700 & Above Employee

• Utilization Management Administration Coordinator

  • Jun 2018 - Dec 2019

  Reviewed, analyzed and processed, patient clinical information via fax and email correspondence utilizing multiple systems simultaneously.Coordinated cases for precertification and prior authorization reviewManaged a high volume of incoming calls.Responded to telephone and email inquiries from providers and in-house departmentsReferred cases requiring clinical review to a Nurse reviewerDeveloped and maintained positive customer relations ensuring customer requests and questions were handled appropriately and timely Show less

• Health Coach

  • Jan 2017 - Jun 2018

  Contacted and performed initial interviews with SNP and Dual SNP members who were eligible for health coaching programs.Facilitated sessions with clients via phone and through email helping clients create and implement effective solutions to improve their health and wellnessDeveloped care plans that were custom-tailored to individual membersLinked members to social services programs such as transportation and food servicesMaintained records of case management activitiesProvided motivation, guidance, support and encouragement. Show less

• Referral Specialist

  • Dec 2013 - Jan 2017

  Provided support, guidance, management and supervision to 30 associates in a call center environment working with SNP and Dual SNP members during the day-to-day operations in the absence of office supervisor.Successfully distributed work evenly among teams to achieve maximum time management and to ensure the success of the objective at hand.Provided ongoing information to supervisor regarding team member performance and participated in performance discussions and coaching.Performed team-meetings at designated times outlying daily production goals, safety information and concerns, and other department or company-wide information.Promoted positive team relationships, offering rewards and recognition incentives.Recognized by manager as turnaround specialist. Inherited customer satisfaction levels at an all-time low of 40% against company target of 85%. Provided leadership to increase customer satisfaction rate, which was sustained at 89%, constantly surpassing the company target goal. Show less



Target

• United States
• Retail
• 700 & Above Employee

• Human Resources Assistant

  • Oct 2013 - Dec 2013

  Used automated recruitment system to provide recruitment and placement services. Responsible for assisting in all stages of the recruitment cycle, from responding to inquiries, arranging interviews, completing job offer paperwork and supporting successful staff induction. Administered new-hire training, developing team members in a manner which builds and sustains a high-performing team and minimizes turnovers. Served as the first point of contact for all general HR inquiries, administration and correspondence Provided clerical and administrative support to Human Resources executives. Handled staff inquiries on a daily basis while maintaining own workload without supervision Ensured that all company HR processes and procedures were properly followed. Show less



Kelly

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Human Resources Specialist

  • Aug 2012 - Mar 2013

  Handled heavy inbound call volume in a fast-paced call center environment. Explained benefit plans in detail including (medical, dental, vision, life, spending accounts, disability, etc.) Enrolled members in benefit selections during the Annual Enrollment period and any life status events that may have occurred throughout the year Adjusted and resolved timekeeping and payroll errors including PTO. Reset associate passwords for both benefits and payroll employee portals. Provided customer support. Show less



Macy's Credit and Customer Services, Inc.

• Human Resources Specialist

  • Jan 2012 - Aug 2012

  Reviewed and determined leave of absence requestsCreated and maintained employee files to ensure accurate and timely informationMaintained compliance with all state and federal laws.Applied knowledge of FMLA, ADA, State Laws and other legal requirements to reach appropriate decisions.Communicated internally and externally via phone, email and fax.Collaborated with associates, managers and corporate executives in a professional manner.

• Credit Granting Representative

  • Nov 2011 - Jan 2012

  Answered incoming customer service calls related to credit card accounts, account guideline increases, and the approval of salesReviewed and investigated credit bureau disputes.Reviewed, researched and made a decision on credit requests.Completed account maintenance including lost/stolen reports.Maintained professional conversation while providing exceptional customer service.



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Payroll Benefits Specialist

  • Sep 2010 - May 2011

  Provided support to clients regarding benefits and payroll. Prepared client accounts for Annual Enrollment period Resolved issues related to products and applications. Recognized and directed issues requiring 2nd level technical support. Established and maintained rapport with clients through a positive customer service experience. Provided support to clients regarding benefits and payroll. Prepared client accounts for Annual Enrollment period Resolved issues related to products and applications. Recognized and directed issues requiring 2nd level technical support. Established and maintained rapport with clients through a positive customer service experience.



Kelly

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Human Resources Specialist

  • May 2008 - Sep 2010

  Responsible for over-seeing a team of 15 representatives in a call-center setting Collaborated with a team of other leaders to develop strategies for maintaining customer relations. Encouraged trainings with team members to assure a culture of continuous improvement as well as a commitment to adherence of company and regulatory standards and policies. Provided Tier-2 level support assisting other Customer Service representatives with participant accounts. Adjusted and resolved timekeeping and payroll errors. Collaborated with associates, managers and corporate executives effectively in a professional manner maintaining a positive work environment. Show less



AAA-The Auto Club Group

• United States
• Insurance
• 700 & Above Employee

• Emergency Roadside Specialist

  • May 2006 - May 2007

  Provided superior customer service during every member interaction. Responded to a high volume of emergency road service requests in a call center environment. Responded to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road. Analyzed member accounts to determine additional products and services that benefit the member. Exceeded performance metrics by following detailed call intake process and efficiently worked through calls in a timely fashion. Show less