office manager resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Experienced Office Management and Administration Professional with 20 years of experience optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

  • EPIC Super User. Trainer
  • HRO Trainer
  • PCMH Certified
  • Payroll and budgeting
  • Team building
  • Clear oral/written communication
  • Medical terminology
  • Coding
  • Insurance and Medical billing
Work History
10/1996 to 08/2019
Office Manager Encompass Health Tustin, CA,
  • Managed 17 employees with various personalities and from different cultures for large 5 physician practice
  • Oversaw day-to-day operations of a busy medical practice, by meeting goals, objectives, standards of performance and policies and procedures
  • Developed close working relationships with the front office and back-office staff
  • Built relationships with physicians to create steady referral pipeline
  • Hired, managed, developed and trained staff
  • Conducted performance reviews and administered salaries for staff
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Developed internal office based policies and procedures for effective practice management
  • Assessed processes and procedures, complying with OSHA , HIPAA and Compliance regulations
  • Acted as a liaison between the corporation and the ambulatory practice
  • Communicated and Implemented organizational policies and procedures
  • Implemented onboarding for new employees ( including providers), which enabled each to effectively learn tasks and job duties
  • Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills
  • Coordinated individual duties after careful evaluation of each employees skill level , licensure and knowledge, which increased productivity by 30 % for 3 out of 5 providers
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
  • Communicated corporate objectives. Utilizing daily staff meetings to review practice performance reports
  • Addressed and remedied all patient or team member issues
  • Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction
  • Improved customer satisfaction scores through application of conflict resolution and problem-solving skills
  • Maintained electronic record management systems to analyze and process data
  • Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures and financial reporting
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
  • Maintained accurate, current and compliant financial records
  • Completed bi-weekly payroll for 17 employees
  • Ran billing, collection and performance reports. Utilized benchmark reports within the Epic computer software system
  • Reviewed PTO , FMLA, Worker's Compensation and Disability claims
  • Developed internal requirements which complied with organizational standards to minimize regulatory risks and liability within the office
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records
  • Kept vendor files accurate and up-to-date to expedite payment processing. Reducing 20 percent of late fee charges
  • Interacted with suppliers professionally. Negotiating contracts for best product and pricing agreements
  • Prepared daily Practice Performance Reports to assist business leaders with key decision making and strategic operational planning
  • Communicated daily ( via email, or phone conversation) and met face to face monthly with regional manager. Communicated practice updates, changes , positive observations , concerns, issues, staffing needs , provider feedback and questions
12/2012 to 12/2015
Patient Account Representative Community Health Network Multiple Counties, IN,
  • Greeted patients and their families
  • Responded to patients questions, concerns, and issues promptly
  • Preformed admission and discharge processes, within the Epic Medical Record. Detailing patient status, room number and bed assignment
  • Preformed pre-registrations functions ( up to 30 days) based off worqueues and schedule reports
  • Verified and updated demographic and insurance information. Updating the electronic medical record ( EPIC) with detailed information
  • Verified insurance eligibilty. Utilizing individual insurance company websites, telephone numbers, and envoy systems. Eventually using the Epic Insurance Eligibity funcunality
  • Worked with outside entities to resolve issues with billing, claims and payments
  • Collected and posted copays and deductibles
  • Prepared AR and deposit information. Including credit card reports based on payments received
  • Reported deaths ( when necessary) to The CT Office of the Chief Medical Examiner
  • Communicated with funeral palors regarding the status of deceased patients
  • Maintained office inventory and organized supplies for efficiency and expected needs
03/1990 to 09/1996
Billing Account Representative Metlife, Inc. Amarillo, TX,
  • Trained and mentored new team members and managers on accounts payable systems and policies to build cohesive groups and promote operational performance
  • Monitored flagged accounts and resolved urgent items with accuracy and efficiency
  • Discussed payment options with patients who had self-pay balances
  • Reviewed and corrected claim errors to facilitate smooth processing
  • Reviewed insurance EOB's. Posting payments and denials . Adjusting invoices as necessary
  • Reviewed ICD and CPT coding
  • Scrubbed claims prior to release to capture 90 percent of coding errors
  • Communicated with department managers. reviewing coding errors, appealing denials and requesting documentation to support appeals. and corrected claims
  • Generated detailed billing reports for month end closures
  • Generated financial statements and reports detailing accounts receivable status
Expected in
High School Diploma:
John Jay High School - Wappingers Falls, NY,

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Resume Overview

School Attended

  • John Jay High School

Job Titles Held:

  • Office Manager
  • Patient Account Representative
  • Billing Account Representative


  • High School Diploma

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