Customer Service Medical

Heidi Stentz

Healthcare Operations Professional

Marietta, GA

********@*****.*** - 770-***-****

WORK EXPERIENCE

Office Manager

Dunwoody Pediatrics - Dunwoody, GA - March 2013 to April 2014

Oversaw the daily operations of a busy, well established Pediatrics practice in Dunwoody Georgia. Resolved

medical office issues and develop strategic plans to ensure patient satisfaction. Responded to and resolve

any patient issues regarding customer service, billing, or medical records. Assisted with the coordination of

community outreach programs including health fairs, and practice volunteer programs. Other responsibilities

included:

• Managed building operations including housekeeping, security, maintenance and crisis management as

needed

• Delivered training and coaching to direct staff which includes front desk, billing office and medical records

(15+ employees) and increasing employee engagement

• Coordinated new employee orientations, performance management, employee education and corrective

actions as needed

• Partnered with Practice Administrator to ensure a seamless transition to ICD-10

• Managed the medical records staff to ensure proper HIPPA compliance and adherence to proper release of

information (ROI) processes and procedures

• Trained and monitored that proper policies and procedures are met with complete compliance which include

but are not limited to, practicing effective patient privacy, insurance verification, demographic verification, and

much more.

Assistant Manager, Medical Office Administration (Promotion)

Kaiser Permanente - Atlanta, GA - 2008 to 2012

Provided medical operations support to multiple Kaiser Permanente medical facilities, providing leadership

for the delivery of primary care services and specialty care with over 50 physicians and 200+ clinical staff,

providing care for approximately 800 patients daily within these facilities. Other responsibilities included:

• Created, facilitated and ensured training and development for the medical office (12 direct reports) and

additional support staff members increasing productivity by decreasing software errors

• Ensure designated areas are compliant with regulatory guidelines through preparing for surveys and audits to

include and not limited to DHR, EHS, NCQA, and OSHA resulting in Admin reaching 95% in multiple facilities.

• Core team member of Revenue Cycle team for Operations, created and implemented annual CSC

competency testing ensuring compliance requirements are met annually.

• Emergency Preparedness committee member including meeting facilitation, business continuity planning,

and table top drills significantly improving facility preparedness.

• Responded to and resolved patient problems, concerns and requests for information to result in increased

patient satisfaction scores. Monitor patient satisfaction and assisted in developing improvement strategies to

increase overall facility scores in several locations

• Conducted safety walk-thrus to ensure safe environment for employees and patients, including incident

analysis, contributing to a quarterly work place safety score of 100% in at least 3 facilities on a consistent basis

Human Resources Events/Administrative Coordinator

Kaiser Permanente - Atlanta, GA - 2005 to 2008

Responsible for coordination of the logistics necessary to plan and execute conferences, meetings and special

events. Detailed project management from inception to completion for all events with great detail given to the

large events. Other responsibilities included:

• Effectively managed large budgets (over 300K) for companywide events (KPHC celebration, KP service

awards, KP annual family picnic), reducing expenses by 15%.

• Successfully built and nurtured relationships within the facility, region, and community.

Office Administrator

A.C. Nielsen - Alpharetta, GA - 1999 to 2005

Coordinated and prepared materials for and recorded minutes for meetings and events

• Administrative support for multiple executives at the Senior Vice President and VP levels

• Event coordination and administrative support for the Alpharetta AC Nielsen office

EDUCATION

Bachelor of Arts in Healthcare Administration and Homeland Security & Emergency

Mgmt

Ashford University

SKILLS

Notary Public, Commission Expires, May 2018, BLS expires 2016

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