Front Desk Call Center
Resume:
Claire Duffee
Porter, TX ****5
Phone 281-***-****
E-mail *************@*****.***
Summary of Qualifications:
Team player who contributes to reach company goals Ability to effectively communicate with internal and external contacts Use of problem solving skills to resolve issues to mutual benefit Past work has required focus to detail for day to day tasks Objective: Utilize my background and experience to perform as an active part of a team and work toward setting and achieving company goals.
Work experience
March 2019 - present
Genesis Medical Group Spring, TX
Scheduling Call Center Manager
Duties include:
● Direct the daily operations of the scheduling department, ensuring the department meets organizational, operational, service and growth plans. Ensures members of other departments, providers and vendors receive fast, courteous and accurate service from scheduling staff.
● Oversees Scheduling Department daily functions and supervises department staff. Directs, develops, motivates and disciplines department personnel. Conducts monthly, semi-annual and annual performance reviews for direct reports. Participates in the hiring process for Scheduling Department
● Handles escalated calls to assist in resolving member issues. Provides support to staff for problem solving. Identifies key training needs for the department and coordinates training through Operations Manager and Training Specialist.
● Ensures staff meets key performance indicators through monthly coaching and training. Helps staff identify cross-sell opportunities by using premier service techniques.
● Oversees and evaluates procedures related to the Scheduling Department and recommends changes as needed. Prepares and submits reports related to the Scheduling Department; attends scheduled management and operations-related meetings as required. November 2017 - March 2019
1960 Family Practice Houston, TX
Front Desk/ER Front Desk Manager
Duties included:
● Supervised a staff of 10 front desk associates for a multi speciality and multi location clinic including family practice, gastroenterology, gynecology, neurology, and podiatry providers.
● Prepared the weekly schedule for physicians and staff. Also, handle all customer concerns in a pleasant and professional manner.
● Ensure all employees are properly trained, knowledgeable and provide excellent guest service.
● Performed daily patient payment balancing of the practice.
● Completed payroll for my staff in ADP system.
● Generated production reports for physicians in the practice.
● Assisted with surgery scheduling for specialty providers, along with verifying insurance and creating authorizations for procedures if necessary.
● Billing and Coding duties: Claim creation in Athena for OBGYN and GI Specialities.
● Also, managed ER front desk on weekends.
April 2008 - Oct 2017
The Woodlands Skin Surgery Center The Woodlands, TX Business Office Manager
Duties included:
● Planning, organizing and directing all functions of the Business Office.
● Supervising Clerical Employees (8): Front desk receptionists, schedulers, and billing office clerks.
● Assisted Office Administrator with payroll.
● Developed policies and procedures for all functions of the Business Office, including organizational structure, and creating documentation of the same.
● Established relationships with referring physicians and their respective office staff to facilitate communication with the facility.
● Managed and reviewed billing and coding efforts, including follow up.
● Managed the payment posting process.
● Handled all collection calls for past due patient accounts.
● Responsible for credentialing the doctors of the practice and assisting in contracting with insurance companies.
● Implementation of any special projects for the clinic, that include MACRA/MIPS, PQRS, E- Prescribing, and Clinical Integration for the practice.
● Ensured financial efficiency for the center. Provided weekly accounting of all accounts received, pending, and outstanding.
April 2007 - March 2008
Woodlands Imaging The Woodlands, TX
Front Office Coordinator
Duties included serving as front desk representative at The Woodlands location for a multi- location imaging facility with minimal supervision. Worked as liaison for home office and also performed patient check in, data entry, and daily balancing. Responsible for financial, administrative, and marketing functions of the facility.
Aug 1999 – March 2007
Houston Northwest Primary Care – Dr. Mark Westbrook Houston, TX
Referral Supervisor
The most important responsibility was molding the newly formed department to function efficiently. I also assisted Doctors with patient HMO referrals to various specialists, preauthorizations, and coded them. Answered 10 line phone and handled any patient complaints dealing with my department. Assisted with credentialing, insurance verification, light billing support, and patient scheduling. Special skills
Proficient in all Microsoft Office applications and experienced with Athena, Centricity, Nextgen, Nextech and SRS EMR programs. Experienced with ADP,Paychex, and Paylocity payroll applications. Education
August 1996 – May 2000 Klein Oak High School Spring, TX High School Diploma
References
Available Upon Request
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