Customer Service Cleveland Clinic
Resume:
LOUANNA TOWERY
FLAUTO STUART, FL *****
*********@*****.***
PROFESSIONAL SUMMARY
Knowledgeable medical services professional with natural leadership talent and progressive healthcare career. Achieve financial, operational and care delivery goals with effective oversight of teams and resources. Tech-savvy and proactive with good sense of business operations and patient care needs. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintains organized, clean and safe work areas with diligent attention to important details. Dependable employee seeking opportunity to expand skills and contribute to company success. Considered hardworking, ethical and detail-oriented.
Reliable candidate ready to take on challenges using problem-solving and task prioritization skills to help team succeed. Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. SKILLS
● Employee Work Scheduling ● Employee Recruitment and Hiring ● Employee Training Program
● Interdepartmental Functions
Coordination
● Employee Supervision ● Customer Service to clients and staff
● Accounts Payable, Receivables,
Billing
● Problem solving
EXPERIENCE
Manager of Ambulatory Operations
Cleveland Clinic Florida STUART, FL
February 2021 - July 2023
● Directed and conducted recruitment, hiring and training of personnel.
● Coordinated effective interdepartmental collaboration through open communication between medical staff.
● Directed, supervised and evaluated work activities of front desk staff for outpatient rehab.
● Project lead for clerical outpatient rehab department for integration with CC Ohio
● Met coverage demands by establishing work schedules and assigning specific jobs. Build positive experiences.
● Identified issues and solutions to eliminate backlog and maximize workflows.
● Documented, researched and resolved customer service issues.
● Collaborated positively with peers and other staff members to maintain friendly supportive and cooperative work atmosphere.
● Held CRCP-I certification through AAHAM
Office Manager
Martin Memorial Medical Center / Cleveland Clinic Florida STUART, FL December 2004 - February 2021
● Supervised front office activities for 14 outpatient clinics in Martin and St Lucie Counties, expertly, including accounts payable and receivable, reception, and mail management.
● Completed advanced clerical tasks, including account reconciliation and document management.
● Served as point of contact for team of supervisors, owning complex and escalated issues.
● Managed the schedules for all per diem PTs, OTs, COTA PTAs and PSRs for 14 outpatient clinics
● Onboarding of all new associates for Rehab Department - inpatient and outpatient
● Assisted with remodeling and office moves, driving facilities management.
● Worked with staff and other managers to identify and execute process improvements.
● Assisted with human resources duties to facilitate recruiting, interviewing and onboarding processes.
● Payroll
● Project lead for new EMR - Therapy Source
● Super user EPIC
● Created training materials for new hires
● Coordinated special projects: Employee engagement
● Yearly mandatory training tracking
● Coordinated staffing from multiple departments for Covid vaccination scheduling and vaccinaion
● Worked for Barstow Reed Foundation - Nights, Weekends and Holidays, to ensure Barstow Reed Foundation members had an advocate with them in the ER.
● Held CRCS-I certification through AAHAM from 2007 to present
● Held CRCP-I certification through AAHAM from 2009 to present Lead Patient Service Representative
Martin Memorial Medical Center STUART, FL
May 2003 - December 2004
● Set up patients for appointments with timely benefits verification, referral processing, and insurance authorizations.
● Oversaw front desk operations, including lobby maintenance, patient check-in, and general office reception.
● Served patients by answering calls, scheduling appointments, and coordinating registrations.
● Maintained 11 therapists schedules
● Corrected billing
● Relief biller for inpatient therapy at hospital and Martin Nursing and Restorative
● Made schedules for Occupational therapists for all outpatient locations Patient Service Representative
Martin Memorial Medical Center Stuart, Florida
August 2001 - March 2003
● Set up patients for appointments with timely benefits verification, referral processing, and insurance authorizations.
● Oversaw front desk operations, including lobby maintenance, patient check-in, and general office reception.
● Served patients by answering calls, scheduling appointments, and coordinating registrations.
● Collecting co-pays or self-pay
● Correcting billing
● Maintain schedules for therapists
Office Manager
Ray Cooke Enterprises Stuart, FL
August 1987 - July 2001
● Controlled office supplies, including placing new orders, monitoring usage, and coordinating regular restocking.
● Supervised front office activities expertly, including accounts payable and receivable, reception, and mail management.
● Completed advanced clerical tasks, including account reconciliation and document management.
● Placed orders, monitored usage and coordinated stocking to control inventory
● Supervised Drug Free Workplace Program
● Quarterly Taxes
● Payroll
● Maintained Insurance policies for liability and replacement for vehicles, equipment, office building
● Permitting
● Proposals based on plans submitted by General Contractors EDUCATION
Associate in Arts (A.A.) - Business Administration Indian River State College, STUART, FL
December 2024
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