Customer Service Assistant, operational manager, director

Ronda Hicks

Virginia Beach, VA ***** • ************@*****.*** • 757-***-**** • LinkedIn

Healthcare Administrative Management

Skillful and dynamic professional with demonstrated capacity and eagerness to provide comprehensive administrative support and superior customer service.

Administrative Support: Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives.

Relationship Management: Customer-focused professional with expertise in all aspects of communication skills, negotiations, and problem resolutions and a proven ability to handle fluctuating and complex workloads, prioritize accordingly, and meet goals.

Information Management: Well-developed ability to utilize business technologies to track client and stakeholder data and guide strategic planning. Proficient with Microsoft Office Suite, calendar systems, and multiple databases.

Key Strengths: Highly focused and results-oriented in supporting complex, deadline-driven operations; identify goals and priorities and resolve issues in initial stages.

Professional Experience

Saber Rehabilitation – Virginia Beach, VA

Physical Therapy Assistant/ Clinical Instructor, 2014 to Present

Deliver administrative leadership to support a comprehensive approach to care for a diverse clientele. Recognized for serving as consistent patient advocate while communicating compassionately and effectively with patients, families, and caregivers to facilitate outstanding level of care and service.

Selected Contributions:

Teach positive coping skills to meet the demands of various physical therapy treatments, address problems related to illnesses, and help to overall enhance the interaction between patients and their healthcare providers, ensuring the best interests of the patients are consistently met.

Managed clinical documentation to obtain optimal reimbursement as per Medicare and Medicaid regulatory guidelines. Effectively decreased denial rates by 10% through weekly medical auditing reviews for quarterly financial reports.

Spearheaded continuous SWOT analysis reporting to remain competitive within the area for rehabilitation centers.

Facilitated therapeutic instruction to first and second year community college students during state mandated clinical rotations.

Rehab Care Group – Virginia Beach, VA

Physical Therapy Assistant/ Clinical Instructor, 2004 to 2014

Drove organizational excellence to provide physical therapy services for various diagnosis in an acute and sub-acute transitional care units in preparation for transfers to local hospitals and skilled nursing facilities. Implemented semi-annual and annual skilled checklist for current employees involved in patient care for proficient plan of care to remain professionally competitive.

Selected Contributions:

Designed and implemented clinical instruction and onsite trainings in a home-health setting to prepare Community College graduating students for independent practical skills.

Supported second year students with therapeutic assessments and treatment tools for obtaining licensure in the state of Virginia.

Formulated effective rehabilitative protocols to decrease recovery time by 15% based on quarterly monitoring reports.

Developed a company adopted franchise branding to achieve marketing demand for new and returning patients.

Rehabilitation Manager Home Health Agency-Excel Rehabilitative Service, Norfolk, VA

Physical Therapy Assistant Norfolk Health Care Center-Medical Facilities of America, Norfolk, VA

Education

MBA, Health Care Management Colorado Technical University, Colorado Springs, CO

A.A., Physical Therapy Assistant Tidewater Community College, Virginia Beach, VA

B.S., Criminal Justice John Jay College of Criminal Justice, New York, NY

A.S., Criminal Justice Farmingdale University, Farmingdale, NY

Credentials

L.P. T.A. Virginia License

Certified Lymphedema Therapists

Certified Drill Instructor

Physical Therapy Assistant

Professional & Community Involvement

Volunteer, Physical Therapy Department, Tidewater Community College

Member of National Black Master of Business Association

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