Customer Service Office Staff

ARTESIA D. FULCHER

** ***** ******** ******

Baltimore, Md. 21229

443-***-****

**************@*****.***

Summary of Qualifications

Human Resources Professional with several years of broad-based experience. Proven ability to work

in professional fast-paced environments. Strong critical problem- solver, who is resourceful and has

the ability to work independently, or part of a team toward a common goal.

EXPERIENCE

KENNEDY KRIEGER INSTITUTE 12/2000-Present

Baltimore, Maryland

Care Center Specialist III

Manage the organization, and coordination of office operations, procedures, and

resources to facilitate organizational effectiveness and efficiency. Responsibilities

included: Assigned and monitored administrative/secretarial tasks among office staff;

Allocated resources; Evaluated and managed staff performance; Analyzed and

monitored internal processes; Prepared operational reports and schedules; Summarized

and tabulated a variety of information and data for various reports; Reviewed and

approved office supply acquisitions; Monitored, recorded and tracked utilization of the

office budget for various supplies and equipment; Handled customer inquiries and

complaints; Implemented procedural and policy changes; Monitored all travel requests

and operates the office Automated Travel System; Participated in special conferences

and meetings; Maintained lists of issues/problems concerning functions that are the

responsibility of the manager. In addition to interpersonal communication skills, the

following skills areas are required daily:

Administrative Management

Ensure accuracy of forms (Consent forms, Referrals, Billing forms, and

Demographics); Schedule Appointments (i.e. therapist and social workers); Maintain

client confidentiality (Prepare consent forms, demographics, and copy insurance

information); Prepare and compile documentation and makes logistical

arrangements for meetings and conferences; Research, gather, analyze and compile

briefing materials, talking points for use by the top-level managers at meetings and

conferences; Advise the manager of any potential shortfalls.

Information Management

Coordinate data files (Speech, Physical, and Occupational Therapy); Operate

computer system (Microsoft, Excel, Access, AS400, and IAMS); Search and assemble

information from files and documents by the manager and office staff; Receive

developmental assignments regarding the conduct of special surveys, program

evaluations and management surveys relative to the administration of the office’s

procedures and operations; Summarize and tabulate a variety of information and

data for various reports; Prepare correspondence, status reports, schedules utilizing

data for top-level managers;

Financial Management

Handle funds (Collect proper amount from self-pay patients); Verify insurance

(Medical Assistance, BC/BS, and Aetna); Perform financial counseling (Offer options

for schools, and housing if needed)

Baltimore City Community College

9/2011 Enrolled

Baltimore, Maryland

Baltimore School of Massage Graduated

10/2010

Baltimore, Maryland

Dunbar Senior High School Graduated 6/1994

Baltimore, Maryland

Registered Massage Therapist, (RMP) Licensed 2011

Nationally Certified (NCTMB)

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