CUSTOMER SERVICE PROFESSIONAL

** ***** ** ********** ** medical clinic office environment

Support 15+ providers, nurse teams, patient advocates, et al.

Well-versed in HIPAA and patient privacy regulations

Dependable, detailed, organized

PROFESSIONAL EXPERIENCE

Appointment Center Supervisor, 2006 – February 2015

Spectrum Healthcare Resources

Fairfax Health Center, Fairfax, VA

a member of the Ft. Belvoir Community Hospital System (DOD)

Key Responsibilities:

Promoted in 2006 to manage the Appointment Center operations for a medical clinic servicing 20,000 patients. I was the Medical Clinic SME for appointment compliance and lead a team of 9 clerks.

Ensured a pleasant patient/customer experience

oImplemented appropriate process corrections for issues identified via analysis of occurrence reports, complaints/suggestions from patients or staff, and personal observation

oReviewed accessibility and reclassified appointment types per Access To Care (ATC) standards

Developed Standard Operating Procedures (SOP’s) for the clinic’s appointment booking processes that maintained patient satisfaction and met contractual compliance measures.

Monitored the Automatic Call Distribution (ACD) system to determine effective staffing levels for the Appointment Center

Ensure compliance for myself and my team at all required activities, trainings, and tests.

Perform annual evaluations and service appraisals for Appointment Clerks

Achievements:

The Surgeon General mandated primary care manager (PCM) bookings to provide continuity of care for better patient care within the DOD medical community. My team met and surpassed the goal set for our clinic and we outperformed our sister clinics.

Developed SOP’s that enabled my clinic to consistently meet and exceed the objective to answer calls within 30 seconds. My clerks answered in an average of 17 seconds. This was the best answer time within the network of clinics in our hospital system.

Appointment Center Clerk, March 2000 – 2006

CRAssociates, Inc.

Fairfax Family Health Center, Fairfax, VA

Key Responsibilities:

Answer patient calls, determine the nature of the call, and then follow the approved SOP’s to correctly address the patient’s needs.

This required excellent judgment and communication skills, a calm demeanor, and respect for the patient’s privacy, confidentiality, and rights.

Achievements:

Promoted to Appointment Center Supervisor

Elementary Education Teacher, 1979 – 1999

Warren County Public Schools, Front Royal, VA

Key Responsibilities:

My primary responsibility was to teach pupils in grades 4 – 7 basic academic, social, and other formative skills.

Observe and evaluate students, refer to special need programs-learning disabilities, gifted, at-risk

Communicate with parents their child’s progress, as well as with the student

Develop behavior modification plans to improve learning and/or discipline

Implement curriculum standards, Standard of Learning (SOL), benchmark testing and placement

Achievements:

Year over year, students in my classroom would grow academically 1.5 to 2 years

EDUCATION & TRAINING

James Madison University, Harrisonburg, VA, 1979

BS Elementary Education Grades 4-7

Shenandoah University, Winchester, VA, 1995

30+ graduate hours in Education

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