Customer Service Team Leader
Resume:
Alana Marie Armine *** George Street Apt ***
New Brunswick, NJ, 08901
******.******@*****.***
EXPERIENCE
Prism NJRetina, New Brunswick — Ophthalmic Team Leader JANUARY 2023 - PRESENT
● Provide exceptional customer service during every patient encounter (in person or via phone)
● Practice urgency at all times with the patient’s time, as well as the doctor’s time and schedule
● Comply with all company policies and procedures including HIPAA
● Verify patient information by screening the patient
● Recording medical history, and current medications and confirming the purpose of the visit
● Records all data in the patient's electronic medical record
● Check the condition of the patient's eyes by observing pupils, muscles, visual acuity, and extraocular movements
● Display a professional attitude, greet patients promptly with a smile, and thank them when they leave
● Required skills include: dilation, refraction, pressures, and performing a variety of diagnostic tests including visual fields, OCT, fundus, visual field, IOL master, and topography
● Demonstrates working knowledge of eye anatomy, diseases, symptoms, and ocular medications
● General office duties and cleaning are to be assigned by the manager
● Reliable transportation that would allow employees to go to multiple work locations with minimal notice
● Demonstrates initiative in accomplishing practice goals
● Ability to grow, adapt, and accept change
● Consistently creating a positive work environment by being team-oriented and patient-focused ● Ability to work overtime when the business is in need
● Ability to interact with all levels of employees in a courteous, professional manner at all times
●Handles disability forms, prescription refills, OMI’s, scheduling, restocking, supply ordering, and training throughout the week RWJ University Hospital, New Brunswick — Patient Access Administrative Supervisor
APRIL 2018 - JANUARY 2023
● Ability for interpersonal and written communication skills
● Delegate assignments and follow through on details is essential.
● Excellent consumer relations skills are required.
● Working knowledge of hospital scheduling and billing systems.
● Ability to work on projects and meet the overall objective, ability to meet predetermined deadlines.
● Ability to supervise, counsel, train, and develop staff Advanced technical skills, as appropriate.
● Proficient in effective and efficient fast-paced environments, managing multiple competing tasks and priorities.
● Encourage and share new ways of making the right work easier to do
● Recognize and share incremental improvements in operations SKILLS
Healthcare Compliance
Leadership
Communication
Teamwork
Adaptability
Time Management
Conflict Resolution
Decision-Making
Creativity
Emotional Intelligence
PROGRAM SKILLS
Epic
MDI
UKG
Kronos
Microsoft Word
Microsoft Excel
Microsoft Powerpoint
Outlook
Google Docs
AWARDS
Team & Me, won best Team
Leader in 2022
Employee of the month,
awarded in 2018,2020, and
2023
No Call-out Knockout,
awarded for completing a full
month without a single
call-out in 2024
Kudos, awarded multiple best
ophthalmic technician from
patients and 3 physicians in
2024
● Monitor and promote efficiency in the team’s operations
● Implements the department’s goals through efficient management of day-to-day operations of the department; troubleshoots operational issues and develops action plans to resolve
● Collaborates with the management team on significant operational issues/barriers.
● Assists manager and/or management team in the development, implementation, and evaluation of services, programs, policies and procedures, and performance standards to achieve departmental goals.
● Ensures accuracy of the registration process, monitoring reports, updating information accordingly, and addressing staff timely.
● Register, schedule, and process patients while ensuring optimal patient flow
● Collaborates with managers to ensure efficiency of department processes including reconciliation of daily visits, charge tickets, and cash drawer balancing.
● Ensure staff are meeting departmental goals including TOS, ACD, Charge Reconciliation, registration quality, and first-pass denials
● Works with the manager to provide monthly reports and identify outcomes and opportunities for improvements
● Monitors satisfaction scores and works with the
manager/management team to make improvements as
indicated by survey results.
● Reviews registration and eligibility denials and provides feedback to staff timely; to meet organizational goals
● Participates in performance improvement initiatives as identified by the management team
● Works with staff to ensure accurate and timely registration, insurance verification, and copay collection.
● Work with the manager to update training material and initiatives as needed
● Supervises, trains, and mentors staff
● Conducts performance evaluation and manages
staff performance goals
● Handles scheduling, PTO, call outs, and events on a daily basis
● Establishes work schedules for staff, and works with manager to address recruitment and retention objectives
● Monitor daily error and rejection reports and
address them accordingly
● Performs administrative tasks such as payroll,
time records
● Monitor and report on physician trending for PCP and Referring providers; increase provider stratification and engagement
● Monitor supplies and ensure they are kept at par level
● Provide ongoing feedback with staff to include rounding, monthly staff meetings, and daily huddles
Beacon Infusion, Perth Amboy — Senior Administrative Assistant
FEBRUARY 2016 - APRIL 2018
●Support senior managers and executives with daily clerical tasks
●Manage phone calls, provide information, and connect callers to appropriate people, schedule appointments, update calendars, and make travel arrangements for senior managers
●Make travel arrangements and reservations for senior managers
●Compose and type regular correspondence, informative material LANGUAGES
Fluent in English, partially fluent
in Italian, Spanish and Korean
EDUCATION
Manalapan High School,
Manalapan — Diploma
SEPTEMBER 2006 - JUNE 2010
Standard highschool
education, graduated with
High Honors in Advanced
English and History of
Science.
Mercer County
Community College, West
Windsor Township —
Associate in Business
Administration (AA)
DECEMBER 2012 - AUGUST 2014
I wanted to advance into the
business/medical field and
then into my Bachelor of
Science in Business
Administration but I couldn’t
complete my education due to
finances. It is still a goal of
mine today to complete my
Associates.
Coursera, (online only) —
Business Analysis & Process
Management
MAY 2024 - PRESENT
Googles online courses that
offer hundreds of certificates
that have a six month
duration. I started this
certificate (and mentioned it
as my current education) as
it’s an affordable solution to
progress in my education as I
was unable to finish college.
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