Hospital Center Administrative Specialist

Drusilla Ward

Office / Administrative Specialist Summary

*********@*****.*** • 205-***-****

linkedin.com/in/drusilla-ward-dwnaturals4809 • St. Augustine, FL Areas of Expertise

Multitalented professional with 12+

years of dynamic experience in office

administration specializing in medical

office leadership. Proven expertise

guiding teams with standardized

procedures and highly efficient

workflows designed to improve

business performance and guarantee

patient satisfaction. Organized

communicator with a flexible and

Office, Healthcare Administration

Medical Office Workflows

Documentation, Compliance Call

Center Operations

Communication Skills

Accomplishments

Electronic Medical Records

Problem Solving, Critical Thinking

Customer, Client Service Financial

Processes

Accounts Management

team-driven approach to business.

Education

Bachelor of Science

in Criminal Justice

Faulkner University

Montgomery, AL

Professional Credentials

HIPAA Compliance Certification Holistic Studies Certification, Revival Valley Holistic Academy

Florida School of Holistic Health, Jacksonville, FL Biblical Counsel Certificate,

Briarwood Seminary

Florida 4-40 Insurance License

Technical Skills

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); Electronic Medical Records (EMR) Systems; Typing

55wpm; Data Entry;

Documentation

Proven record of success in office management and business administration, able to accelerate growth, improve patient satisfaction, and boost revenue.

Detail oriented with a meticulous work ethic to improve performance and team success in account reconciliation and document review.

Technically skilled in various tools and systems: Microsoft Office Suite, Epic, Cerner, Stream-line, All-Scripts, OnBase, and E-Clinical EMR systems.

Professional Experience

Mayo Clinic, St. Augustine, FL 12/2018 – Present

Physician Office Specialist

Direct all aspects of physician office registration in an outpatient setting using scheduling and patient coordination strengths. Collect and track patient information during check-in and checkout, scheduling appointments, referrals, and lab orders. Communicate with physicians and Aps to solve problems.

Successfully request health records, scanning and storing medical information to ensure confidentiality and

compliance.

Recognized for handling 100+ visits per week in a specialty office, earning distinction for world-class customer service skills.

Perform work queue management, taking action to follow up with patients regarding future, cancelled, and referral appointments.

HCi, Healthcare Information Systems, Jacksonville, FL 4/2017 – 12/2018 Application Support Specialist, Epic EMR

Executed call center operations using technical

competencies in go live readiness using Epic and Cerner EMR systems. Aided medical center staff with system adoption and troubleshooting during major transition.

Assisted with resolving inquiries or escalating calls to appropriate department and analyst to investigate possible resolutions.

Communicated effectively with stakeholders for some large health systems, including Mayo Hospital, Barnes Jewish Hospital, St. Louis Children’s Hospital Center. P a g e 1 2

Parks Pharmacy, Montgomery, AL 6/2017 – 12/2017 Document Review and Marketing Specialist, Contract Conducted a wide range of records management functions in addition to marketing pharmacy services according to established policies, procedures, and established regulations. Consulted with pharmacist for business documentation and operational efficiencies, adhering to AL state practices.

Developed engaging marketing advertisements to maximize business opportunities and restore customer relations. Navigated periods of rapid change, prioritizing tasks and collaborating with personnel on projects and key initiatives. Neurosurgical Associates of St. Augustine, LLC., St. Augustine, FL 8/2013 – 4/2017 Medical Office Manager Excelled with healthcare administration processes serving several physicians with the aim of completing patient and department services. Liaised with departmental personnel, patients, and medical reps in a busy office, leading a team to create a positive patient experience. Verified patient records. Scheduled attorney consults.

Held full accountability for new patient registrations, insurance verification, and referral processing; properly coordinated schedules for surgery and treatment related to physician orders.

Utilized electronic medical record system to maintain health records and patient accounts using Stream-line, All Scripts, and E-Clinical.

Applied time management, organization, and staff leadership skills to achieve service level objectives. Herbie Wiles Insurance, St. Augustine, FL 7/2007 – 9/2011 Customer Service Representative Recruited to deliver customer service to diverse clientele focused on insurance using FL 4-40 license competencies. Resolved customer questions related to home, auto, life, and state flood insurance products. Effectively multitasked in a demanding environment requiring sharp communication skillset.

Distinguished for outperforming expectations, maintaining high-volume customer service success, managing multiple phone lines and inquiries related to sales and renewals.

Created quotes in collaboration with sales specialists according to policies and renewals for price comparison. Community Service

Certified Lay Counselor, St Johns County Jail

Active Member of St Augustine Cares

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