Administrative Assistant Patient Representative

Patricia A. Cooper

734-***-**** **** East Bellows Apt D

***********@*****.*** Mt. Pleasant, MI 48858

Dear Hiring Team,

Please find attached my resume for your perusal. As you can derive, I have an extensive history within diverse arenas of business: educational, political, legal, health and senior living. I’ve successfully performed duties and responsibilities related to administrative/secretarial, management, mentoring, marketing and sales in each. I have achieved my B.B.A., accomplished goals and acquired experience and wisdom in various areas of management.

I am searching for a position in which I can utilize my skills and experience for a meaningful, life-enhancing endeavor. A place I can contribute, find stability, and grow based upon demonstrated abilities. I believe my passion for customer service, detail and troubleshooting would be extremely helpful within this role. My forte for organization, follow up, soft persuasion in closing issues, establishing and updating important information and being a quick study will prove helpful within the team.

As many skills and attributes are not evident on paper, I would like to meet with you and discuss how I will be an asset in this position. Please feel free to contact me on my cellular phone 734-***-**** or email me at ***********@*****.***

Thank you in advance for your consideration of my resume.

Sincerely,

Patricia A. Cooper

Patricia A. Cooper

734-***-**** 1535 E Bellows, Apt D

***********@*****.*** Mt. Pleasant, MI 48858

Professional Summary

Highly organized and meticulous with senior executive/administrative assistant and call center responsibilities in a corporate office/legal office and medical settings. Adept at preparing and maintaining files, follow-up, greeting visitors and building a rapport with individuals within the organization as well as outside vendors. A good communicator and planner with strong judgement and critical thinking abilities.

Skills

Proficient and Experienced Executive/Administrative Assistant.

Excellent planner and coordinator. Scheduling and Follow Up.

Proficient with Salesforce CRM, Reps CRM, Yardi Leasing CRM, Care Tracker Scheduler and Five9 Phone system.

Proficient with Microsoft Word, Excel, and Outlook.

Relationship Building, Friendly, Persuasive, Motivating, Soft Sell Closer Ratio 1-4

Employee Training, Development and Mentoring. Teamwork and collaboration.

Detailed Oriented and Organized. Research skills, statistical data gathering.

Professional History

Political Office - Office of Senate Majority Leader, David A. Plawecki, Lansing, MI

(February 1982 – January 1983) Administrative Assistant/District Liaison/Volunteer

Coordinator for Senator Plawecki’s Gubernatorial Campaign, Administrative Assistant for Senate

Majority Leader Senator Plawecki who was also the Chairman of the Labor Commission.

Political Office of Wayne County Executive, William Lucas, Detroit, Michigan

(Jan 1983–Nov 1990) Administrative Assistant for Assistant County Executive, David A.

Plawecki and his team of managers. Promoted and transferred to Wayne County PIC.

Wayne County Private Industry Corporation

(November 1984 – October 1990) (JTPA) Administrative Assistant for 5 Executives

responsible for all education and training programs enabled through Federal Grants for Wayne

County residents. Administered tests, training for employment and setting up interviews.

Managed and updated all contracts with outside companies offering jobs to our candidates.

Professional Firms Administrative Responsibilities

Public Relations - Anthony M. Franco, Inc., Detroit, MI (April 1980 – January 1982)

Administrative Assistant to three account executives handling large accounts, i.e. Entenmann’s,

Domino Pizza, Chrysler Motor Company, Toyota Motors, Michigan Road Builders Association.

Patricia A. Cooper Page Two

Senior Living Communities - Sales & Marketing, Administrative Responsibilities

Henry Ford Retirement Community, Dearborn, MI (September 1993- October 1996)

Administrative Assistant - Opening new buildings and existing properties. Administrative duties creating new forms, letters, templates, filing systems, initiated policies and procedures, generated reports, and scheduling. Supervision, training, and coaching of clerical staff. Worked with Human Resources developing employee appreciate programs, holiday parties and life enrichment activities for our residents. Direct contact for any issues related to building issues, security, maintenance and IT issues. Purchasing and inventory control, stocking and supplies. Supervised computer operations for cash register system; performed daily banking transactions once verification. Created a training manual for use of the computerized cash register system.

Sunrise Assisted Living at Northville, MI (August 1999 – February 2002)

Director of Sales & Community Relations and Mentor - Responsibilities for the Marketing

education of outside professionals as to the mission of Sunrise. Generated and managed soft-

sales from information gathering stage through move-in process. Supervised, trained and

developed a three-member sales team and a five-person reception team for 7-day coverage.

Closed sales with a 1-4 ratio, thereby ensuring the property was always above budget. Managed

sales and marketing reports. The success of the Northville Property led to being chosen to be the

First Sales and Marketing Mentor within Sunrise. I mentored sales and marketing teams located

in New York, New Jersey, Illinois, Louisiana, Missouri, and Minnesota. Additional training: Reps

CRM database, SPIN selling, Steven Covey training and managing large sales.

Other Senior Housing Communities

Marriott Brighton Gardens, Plymouth, MI (April 1998 – August 1999); Plymouth Independence Living, Plymouth, MI (February 2002 – March 2003); Alterra Assisted Living, Northville, MI (March 2003 – December 2004); Sunrise Assisted Living of Bloomfield, MI (January 2005 – January 2007)

Call Center Medical Sales & Administrative Responsibilities

Heilman Center for Pain & Spine Care, Ypsilanti, MI (October 2020 – present)

Promoted to Lead Patient Service Representative for the Heilman Center for Pain & Spine Care,

Patient Representative and administrative tasks pertaining. Utilizing Five-9 Phones Application,

Focusing on in & out-bound calls inquiring about information on pain within the body, spine and

back care and nerve issues. Using Salesforce CMR, Care Tracker Professional scheduling

application, Windows Office to complete client/patient file. I generate and update patient

files from inbound and outbound Calls, Web-based and email leads. As the patient liaison I

capture all pertinent data, preparing files, sending appointment information via text messages,

emails and postal mail to rescheduling, insurance information, reminders of appointments, etc.

Barix Clinics, Ypsilanti, MI (May 2017 – October 2020)

Patient Representative and administrative tasks pertaining. Utilizing Five-9 Phones Application,

my focus is on in-coming & out-bound calls inquiring about information on Bariatric Weight Loss

Surgery. Using Salesforce CMR, Office Hours Pro scheduling application, Windows Office to

complete patient file. I prepared files, scheduling with surgeons, rescheduling, insurance

information, and reminder correspondence .Promoted to Lead Patient Service.

Patricia A. Cooper Page Three

Signature Forum, Skokie, IL (April 2016 – May 2017)

Patient Representative (Call Center) and all administrative tasks pertaining to the same. Worked

remotely utilizing Salesforce and the Five-9 Phone System requiring information on specific

medical issues. Earned additional responsibilities based upon ability to express empathy and

compassion along with professionalism using the written word when Company rolled out the

24/7 CHAT line.

American Laser Centers, Farmington Hills, MI (May 2008 – August 2012)

Call Center Representative: Creating positive first impressions via phone calls; answering

customer questions, transferring to appropriate departments and scheduling consultations for

prospective clientele for laser hair removal and skin rejuvenation services using Salesforce and

Five-9 Phones. Over 200 clinics nationwide and Puerto Rico.

Educational (enrollment, stabilization) & Administrative Responsibilities

Education - Southgate Adult Ed & High School, Southgate, MI (July 1991 - June 1992)

Administrative Assistant for Assistant Principal. Created forms, letters and Excel Sheets. This

assisted with better productivity, accurate reporting, and seamless flow of information.

Mentored students as they worked as assistants in the Office.

Education - Dorsey Business School, Wayne, Michigan (April 1997 – November 1997)

Admissions/Administrative Assistant. Mentored and assisted adult students from the enrollment

process throughout the school year, assisting in business & professional procedures, readiness,

graduation and gainful employment.

Legal Call Center, Sales and Administrative Responsibilities

Legal Office -- Stern Law Group, PLLC, MyChild, Novi, MI (August 2012–January 2016)

Administrative Assistant/Paralegal/Call Center Manager. Via phone answered questions,

searched internet for specific resource requests for individuals touched by Cerebral Palsy.

Screened for potential medical malpractice. Following through the information gathering

stage, putting into legal form, passing onto our Legal Affiliates throughout the U.S. until the

completion of the case.

Education

Cleary University, Ann Arbor, Michigan December 1997

Bachelor of Business Administration, 3.8 GPA, Dean’s List graduated Cum Laude

leary Cleary University, Ann Arbor, Michigan September 1996

Associates of Business Administration, 3.9 GPA, Dean’s List, Magna Cum Laude

Dorsey Business School, Director Dolly Matoian, Lincoln Park, Michigan. March 1980

Certified Legal Executive Secretary, 3.9 GPA and Director’s List

References Available Upon Request

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