Customer Service Administrative Assistant

S ANDRA D. PANNELL *** Camden Hill Court * Lawrenceville,GA

201-***-**** * ********@***.***

A highly skilled Office Manager/Administrator with over 15 years of experience in Medical Office

Administration within a fast-paced environment who successfully worked effectively with people with diverse

interests; outstanding interpersonal skill. Consistently exhibited the ability to lead and motivate employees

with a compassionate, professional approach; and commitment to service-oriented excellence. Dependably

demonstrated talent for directing and supervising staff; while achieving balance between patient satisfaction,

task needs and employee needs. Proficient in all aspects of daily business operations.

CORE PROFESSIONAL STRENGTHS

Office Manager Healthcare Professional Human Resources Administrative Functions

Policies & Procedures HIPPA Compliance Hiring Multi- tasking

Problem Solving EHR/EMR Payroll Customer Service

Strategic Planning Medical Terminology Team Building Time Management

Procurement Patient Advocate Interviewing Call Center/Multi Phone lines

Community Outreach Care Coordination Staff Training/Dev. Data Entry

Project Development Patient Scheduling Analytical Skills Organizational Skills

Contract Negotiations Insurance Verification Reports Event Planning

Quality Assurance Service Improvement Onboarding Chart/File Maintenance

PROFESSIONAL EXPERIENCE

OUTCOMES HEALTH INFORMATION SOLUTIONS (Rem-X Staffing) 1/27/2014- PRESENT

ALPHARETTA, GA

Clinical Callback/Recruiter

Reviewed resumes and applications from various job search websites.

Maintained and updated ATS (applicant tracking system)

Pre-screened, recruited and interviewed candidates for contracted clinical coding position

Verified credentials, licenses and certifications for clinical coders, nurses and physicians

Maintained and updated coders, nurses and physicians in Quickbase database system

Created, filed ad maintained filing system for resumes, applications and miscellaneous paperwork

Acted as liaison between various insurance companies and healthcare providers to facilitate retrieval of

member’s medical records for Risk Adjustment Data Validation audit

Contacted provider offices in an assigned territory to schedule medical record reviews for

HEDIS(Healthcare Effectiveness Data and Information Set) and PIA (Payment Integrity Audit).

Scheduled onsite review of medical records

Scheduled fax/ mail medical records review

Maintained and or created files or record keeping systems for required medical records requests

Utilized iTools software to schedule receipt of missing documentation and information for the purpose of

insurance audit

Recorded all scheduling attempts in the ODIS Scheduling System for tracking, reporting, and follow-up

purposes

Sorted, labeled, filed and retrieved documents, or other material

Assisted in Quality Assurance monitoring of all operational functions

UNITED WAY OF METRO ATLANTA (DAL Delta Global Staffing) 9/16/2013- (PRN)

ATLANTA, GA

Administrative Assistant – Community Engagement

Assisted Associate Director Income

Updated IDA Program databases for Education, Homeownership and Entrepreneurship

Managed phone, email and mail inquiries for IDA Programs (Individual Development Account)

Supported/prepared/followed up on facilitated meetings/workshops

Maintained program files for participants and applicants

Researched issues for participants and applicants to achieve a positive resolution

Maintained the application logs/prescreen applications

Sent out acceptance/decline letters to applicants

Conducted follow up surveys via emails and telephone

Other duties as assigned

NYACK COLLEGE 5/2012-9/2013

NYACK, NY

Student

• Completed classes required to obtain Bachelors of Science degree

ENGLEWOOD HOSPITAL & MEDICAL CENTER 7/17 1998 – 1/2012

ENGLEWOOD, NJ

Office Manager/Administrator (2000 - 2012); Executive Administrative Assistant (9/98-10/2000)

Office Management

Managed the day-to-day operations, staff and workflow of the Cytodiagnosis and Breast Care Center:

Staff of 60 employees including 25 direct report support staff employees; 11 physicians; 23 clinical

employees

Managed multiple areas including medical records, call center, front office, file maintenance, appointment

office, medical assistants and back office.

Consistently exhibited excellent Customer service skills in all interactions with staff & patients.

Established, implemented and maintained policies and procedures to assure that standards are

maintained for quality client service

Promoted cohesiveness in the Cytodiagnosis and Breast Care Center ensuring compliance with Medical

Center and departmental standards of excellence

Reviewed and screened employment applications and resumes; schedule and conduct interviews

Hired, oriented, trained, supervised and evaluated staff, enabling them to improve skills and achieve set

work objectives

Processed and submitted bi-weekly payroll for all administrative staff

Facilitated monthly staff meetings

Managed and approved selection and purchase of all office equipment and supplies

Consulted with hospital senior management to assist with meeting marketing objectives

Administrator of DataEase and Ultrarad/Schedule Quest, SCI systems

Facilitated integration of new applications and /or upgrades as appropriate

Negotiated personnel issues, serving as liaison with hospital Human Resources office

Administrative

Provided full range administrative and secretarial support to senior leadership staff of 6 physicians and

Administrative Director, handling demanding workload and consistently meeting tight deadlines:

Typed and distributed memorandum, correspondence, reports and presentations

Greeted, oriented and scheduled patients and clients in a courteous and professional manner

Maintained highly confidential files

Disseminate information

Answered, screened and fielded all incoming calls for the clinic

MOUNT CALVARY BAPTIST CHURCH 7/1995 – 9/1998

ENGLEWOOD, NJ

Office Manager/Executive Administrative Assistant

Provided excellent executive support to senior leadership; Pastor, Deacons and church body

Calendar Management for all church auxiliaries, clubs and ministries

Coordinated the Pastors’ daily itinerary and church calendar of events

Secured travel arrangements

Accurately composed letters, reports, programs and memorandum

Sorted and distributed mail, including incoming fax correspondence, as well as sending outgoing

documents

Created, compiled and maintained membership database system

UNITED STATES POSTAL SERVICE 10/1988 – 7/1998

ENGLEWOOD, NJ

Mail Processor/Handler

Processed letters and packages using BCS machine:

Sorted, dispensed and containerized letters, packages and other mail paraphernalia for delivery and

distribution to meet stringent deadlines

TECHNICAL SKILLS

Proficient in: Microsoft Office Suite programs (Word, Excel, PowerPoint, Outlook) -

EDUCATION

NYACK COLLEGE, NYACK, NY

B. S. Organizational Management 2013

COMPUTER CAREER TRAINING CENTER, ENGLEWOOD, NJ

Certificate 1996

PASSAIC COUNTY COMMUNITY COLLEGE, PATERSON, NJ

A.S. Business Administration-Management 1985

PERSONAL INTERESTS

Reading, Writing poetry, Crocheting, Jewelry making, Painting, Crafts

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