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senior wellness coordinator resume example with 17+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Skills
  • Regulatory Policy Compliance (government, insurance, financial ect.)
  • Account Reconciliation
  • CRM Software
  • Workflow Optimization (WFM)
  • Data Analysis and Forecasting
  • Microsoft Office/ Suite
  • Consistently maintained and improved KPI's, AHT, QA, CSAT
  • Administration and Operations
  • Customer Service Management (97% CSAT)
  • Complex Problem Solving Negotiation
  • Recruitment and Hiring
  • Staff Development and Training
  • Content Moderation
Experience
01/2022 to Current Senior Wellness Coordinator The Joint Chiropractic | City, STATE,
  • Assured regulatory compliance government regulations ( HIPAA OSHA), health insurance changes and financing options.
  • Completed insurance verifications and claim forms for patient intake and processing.
  • Communicated effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
  • Negotiated and resolved complex customer service issues handled meeting requests and answer billing questions to provide outstanding customer
  • Compiled, maintained, and conducted audits of medical charts and reports information and updated medical records in digital database prior to treatments.
  • Calculated sliding fee or special program adjustments relating to patient visits.
  • Maintained patient billing, collections, provided financial counseling and account reconciliation.
  • Determined staffing requirements, interviewing, hiring and training new employees.
  • Maintained updated and reported daily analytic metrics KPI's.
  • Worked with management team to monitor and improve WFM
  • Improved program participation numbers by using successful outreach strategies, member incentives and referral drives.
  • Document verification of contracts, regulations and procedural guidelines to verify comprehension and compliance.
02/2019 to 01/2022 Multi-Store General Manager Seventh Sense Botanicals | City, STATE,
  • Tracked monitored and reported analytics key quantitative metrics (KPI's ADS ATV) to forecast business trends.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Tracked monthly sales to generate reports for business development planning (KPI's ADS ATV).
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
  • Content Moderation
  • Maintained an average 97% (CSAT)
  • Consistently increased revenue by 21-32%
  • Implemented campaigns and promotions to help with service strategies to improve revenue and retention.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Recruited / Interviewed top talent by interviewing candidates and executing onboarding, orientation and benefits processes.
  • Improved employee retention through moral-boosting events and fair compensation packages, Analyzing business and sales targets and over all improving business performance (ADS ATV).
03/2016 to 04/2019 Customer Retention Call Center Supervisor / Remote S & P Data | City, STATE,
  • Reviewed employees' work to check adherence to quality / governmental regulatory standards and proper procedures.
  • Interpreted and explained work procedures and policies to brief staff.
  • Monitored / Maintained daily, weekly and monthly reports on the Retention / Sales team's (KPI's AHT QA CSAT).
  • Developed / Monitored work schedules according to budgets and workloads, covering priority tasks (WFM).
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Pursued networking opportunities to advance client relations skills and enhance customer satisfaction by offering new products, discounts, and special promotions on products and services.
  • Demonstrated expert negotiation and problem-solving skills to resolve complex and non-routine customer concerns to, reach fair conclusion for both business and customer exceed performance standards maintaining a 97% CSAT benchmark.
  • Implemented / Monitored retention solutions strategies to keep clients satisfied and maintain optimum QA scores.
  • Conducted detailed audit's and research of customer retention calls and provided ongoing feedback and coaching to drive performance improvement.
  • Analyzed / Reported daily weekly daily analytic metrics data (KIP's AHT QA CSAT). Reporting business results through spreadsheets or databases for upper management.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
08/2003 to 02/2014 Senior Administration Coordinator Cleveland Clinic Hospital | City, STATE,
  • Generated status reports for senior management activities critical to meeting project and departmental goals.
  • Garnered expertise in database systems to track patient's information, file confidential records and document financial reports
  • Calculated and processed payroll, monthly billing and invoices corporate approval.
  • Developed successful filing system to increase ability to retain and recover documents, reports and records.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration (WFM).
  • Assured regulatory compliance government regulations ( HIPAA OSHA, health insurance (Medicare Medicaid & Private) changes and financing options.
  • Composed and edited complex and sensitive correspondence, reports and documents.
  • Fostered relationships with vendors, partners, patient's and vendors and internal staff through dynamic communication and prompt follow-up to questions and concerns.
  • Implemented / Monitored retention solutions strategies to keep vendors & patients satisfied and maintain optimum QA scores.
Education and Training
Expected in 06/2002 to to Associate of Applied Science | Health Administration Cuyahoga Community College, Cleveland, OH GPA:
Expected in 10/2000 to to Vocational Certification | Nursing Assistance Menorah Park State Tested Nursing School, Beachwood, OH, GPA:
Expected in to to | Business Health Administration Lakeland Community College, Willoughby, OH GPA:
Activities and Honors
  • CEOGC Outstanding Volunteer Award 2008-2010
  • South Euclid Lyndhurst Outstanding Volunteer 2011-2012
Certifications
  • State Tested / Certified Nursing Assistant Training - [2000]
  • Certified Microsoft Office / Suite/ [2000/ 2008/2016

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Resume Overview

School Attended

  • Cuyahoga Community College
  • Menorah Park State Tested Nursing School
  • Lakeland Community College

Job Titles Held:

  • Senior Wellness Coordinator
  • Multi-Store General Manager
  • Customer Retention Call Center Supervisor / Remote
  • Senior Administration Coordinator

Degrees

  • Associate of Applied Science
  • Vocational Certification
  • Some College (No Degree)

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