Customer Service Administrative Assistant

Cheryl Smith

**********@*****.*** 919-***-****

Detailed Administrative Assistant with outstanding communication and organizational skills. Able to handle high volumes of work and customers meeting goals and needs. I have experience with many types of office equipment and a broad range of customers. Efficient in prioritizing multiple projects, responding to departmental duties and maintaining courtesy towards coworkers and external customers.

Experience

Headway Raleigh, NC 2014- present Enrollment Coordinator, Telephone Interviewer

As an Enrollment coordinator I conducted phone interviews and screened eligible veterans to participate in a Veterans Affairs case study focused on analyzing the effects of service related injuries.

Enrolled over 100 Veterans into the Gulf War Cohort health study with eligible mailed study documents for processing. Executed excellent customer service and professionalism toward veterans, working to resolve participants’ issues/concerns promptly and effectively. I provided information on enrollment that provided positive feedback and inputted their information into the data base.

In addition to the phone service I also worked with mail operations where I processed/proof read incoming/outgoing paperwork, enrollment forms for accuracy, researched additional information and checked the accuracy of the gift cards that were issued as well as checked voicemail.

As a Telephone Interviewer, I contacted Physicians’ offices within the US and Hawaii and interviewed Drs/office staff about their use of EMR: systems used and what their practice uses within them. I also contacted Gulf Oil spill participants, that were in involved in the cleanup, classes and administrative aspect of the spill

Involved in interviewing over 1000 physician’s offices and documented their need and use of EMR in the study questionnaire. Conducted professionalism and sensitivity towards the Drs and staff during office hours, understanding their primary concern is seeing patients.

Completed yearly follow-up health questionnaires with Gulf Oil members. While carrying out the interview, taking into account the sensitive nature about health and personal issues that the participant may have about the Oil spill.

I also work with the Sister Study which involves contacting Drs offices to get medical records about the enrollees who agreed to participate in a 10-year study of 50,000 women whose sisters were diagnosed with breast cancer. Document messages from participants onto a spreadsheet.

Conducted follow-up surveys with the participants, record their responses: health updates, medicines, changes in lifestyle, family health history, assuring how important their part in the study is valuable and appreciated.

Sleep Med Raleigh, NC 2011-2014 Scheduling Coordinator Scheduled sleep study appointments with patients from received referrals from Drs whose patients had medical issues that required studies to determine if improper sleep is a factor with their health problems.

I successfully made appointments of reaching the goal of at least 2 patients per therapist per assigned office.

Collected/entered information from patients or Physicians regarding insurance, health/issues that may have an effect during the study and clinical notes. Ensured proper codes were chosen for studies to prevent a delay in their treatment. Promptly scanned, entered and faxed results to the doctors so the results could be diagnosed.

Central Internal Medicine Durham, NC 2004-2011 Office Associate

Worked in an internal medical practice with 4 physicians. Primarily managed the Medical Records department, but was also assigned other office positions.

Managed the medical records room with the various duties of filing, organizing, faxing, purging and copying, and enforced privacy/legal policies. Revamped the department by copying/filing charts in record time, reorganized all the records to a central location.

Operated multi-line switchboard, scheduled appointments, checked patients in/out, greeted external guest, collected & tallied end of the day money transactions, took messages for the doctors.

I initiated and organized office functions/parties, worked with Drug Reps to order daily catered lunch for staff

Constella Group Durham NC 2000-2003 Associate Administrative Assistant

I was the Receptionist to all departments within the company. Initially I was hired to perform general office duties but was promoted to an Associate Assistant within a year where I also worked with the Human Resource office.

Provided general administrative/clerical support: maintained contact/internal lists, scheduled reservations for on/offsite meetings, setup conference room, assisted with travel arrangements, transportation, assisted the payroll department and maintained inventory of office supplies. Operated a multi-line switchboard for over 100 employees, enforced the company’s’ policy of announcing guest/security procedures and maintained the receptionist area.

Activities coordinator- Started and organized all the company’s holiday, family, and special occasion functions, worked with caterers and amusement facilities.

Supported the Recruiter with various responsibilities- filing, recording/logging in data, posting job positions on web sites, categorizing and choosing prospective applicants from resumes, scheduling appointments for interviews, prepared offer letters and other letters/memos

Kaiser Permanente Durham, NC 1991-2000 Medical Administrative Associate

Oversaw the daily operation of the Medical Records and mailroom-filling, creating/organizing charts. Worked with patients’ request for forms, records and filled out medical forms and logged medical data. Scheduled medical appointments in office and call center.

Education Associate of Science Degree, Central Carolina Community College Sanford, NC

Skills Microsoft Office, Word, Outlook. Excel, PowerPoint, Typing, Customer Service, Data Entry, Coding/Billing

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