Knowledgeable and dedicated professional with over 9 years of progressive experience in customer service and management. Holds a bachelor's degree in Biology complementing exemplary research skills. Detail-oriented with skills in alleviating customer issues with tact. Experienced in directing sales, staffing and operations for multiple clinics and large staffs. Exceptional leader of growth initiatives and new concepts for promotions, product launches and sales initiatives.
Education
Bachelor of Science: Biology, Expected in Morgan State University - Baltimore, MD GPA:
Biology Club STEM Scholar
Skills
Management skills
Mentoring and Guidance
Customer service skills
Detail-Oriented
Leadership communications
Administrative skills
Conflict resolution
Patient Care
Database coordination
Administrative supervision
Healthcare operations
Medical terminology
Hiring and recruitment
Work History
Director of Client Care, 05/2021 to Current American Psychological Association – , ,
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Developed new employees and on-going performance assessment of current employees.
Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
Organized daily workflow and assessed appropriate staffing to provide optimal service.
Worked with providers to define quality metrics and outcome reporting process.
Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
Aesthetics Manager, 02/2020 to 05/2021 Art Of Balance Wellness - Dr. Banks – City, STATE,
Managed over 16 employees.
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Control costs and optimized spending via inventory purchasing.
Performed and administered fiscal operations, including accounting, planning budgets, authorizing expenditures, establishing rates for services, and coordinating financial reporting.
Direct, supervise and evaluate work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
Manage practice seeing over 60 patients per day.
Maintain communication between medical staff and department heads by attending board meetings and coordinating interdepartmental functioning.
Plan, implement and administer programs and services in medical facility, including personnel administration, training, and coordination of medical, nursing and physical plant staff.
Establish work schedules and assignments for staff, according to workload, space and equipment availability.
Develop and maintain computerized record management systems to store and process data such as personnel activities and information, and to produce reports.
Manage all social media platforms.
Complete skilled administrative work to support all office staff and operational requirements.
Remedy issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Manager/Patient Care Coordinator, 05/2018 to 03/2021 Beaux Arts Institute Of Plastic Surgery- Dr. Banks – City, STATE,
Manage all medical office staff and over saw all daily office operations
Host monthly staff meetings, skincare and product trainings.
Surgery scheduling for all cosmetic and reconstructive surgeries. Worked with 3 surgery centers.
Manage all staff and physician time off requests ensures practice has adequate coverage and appropriate communication is disseminated related to coverage
Assisted with production of new website for practice as well as other marketing materials.
Develop post-surgical care packages for all surgical patients. Helped to develop wellness program for post breast cancer patients.
Establish rapport and relationships with patients and external partners to cross-train and support medical staff.
Resolved problems with areas such as communication and billing that could negatively impact services.
Register patients through Nextech (EMR) software.
Organize paperwork such as charts and reports for office and patient needs.
Handles insurance verifications; setting up for minor procedures; collecting deductibles, copays, coinsurance and balances from patients.
Maintain current and accurate medical records for over thousands of patients.
Accountable for creating and managing all social media platforms of practice.
Compose and proofread memos, letters, reports, and presentations, providing accurate, concise, and error-free communication.
Serve as primary point of contact for incoming phone in practice, addressing inquiries and resolving concerns.
Vast knowledge of maintenance administration and total expertise of practice.
Complete skilled administrative work to support all office staff and operational requirements.
Completed and filed financial documentation for accounting purposes.
Document patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
Managed prescriptions by sending requests for new medications and refills.
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