Customer Service Practice Manager

ANGELA NJOKU

Charlotte NC 704-***-**** ***********@*****.***

SUMMARY

Dedicated and results-driven Practice Manager with over 7years of experience in healthcare administration. Adept at optimizing operational efficiency, enhancing patient satisfaction, and implementing strategic initiatives to drive business growth. Seeking to leverage my expertise in healthcare management to contribute to a forward-thinking medical practice. Responsible for ensuring the efficient functioning of the practice, managing staff, implementing policies and procedures, and ultimately supporting the organization’s goals and objectives. Dedicated and results-driven professional with 20 years of experience in customer service, planning and relationship management. Proven track record of developing strategic plans to optimize customer satisfaction and drive business growth. Seeking a challenging Customer Planning role where I can leverage my skills to contribute to the success of the organization.

PROFESSIONAL EXPERIENCE:

Customer Service Associate Harris Teeter: JANUARY 2024- PRESENT

Utilize AI-driven tools to enhance customer interaction and personalize shopping experiences.

Collaborate with cross-functional teams to implement customer feedback into product improvements.

Lead training sessions on new retail technologies and customer service best practices.

Analyze customer data to identify trends and improve service strategies.

Implement automated systems to streamline customer service processes and reduce response times.

Foster a culture of continuous learning and adaptation to emerging retail technologies.

Resolve complex customer issues using strategic problem-solving and conflict resolution skills.

Coordinate with inventory teams to ensure product availability and accurate information.

Engage in remote collaboration using digital platforms to maintain team communication.

Mentor junior staff in customer service techniques and company policies.

CADC/LCV: FIELD ORGANIZER: AUGUST 2024-NOVEMEBER 5th 2024

Recruited, trained, and managed volunteers for phone banking, voter registration and canvassing events.

Hit metric goals on a weekly and quarterly basis and worked well under pressure. Built up a strong volunteer base and understanding of the area for Get out the Vote (GOTV) in November 2024.

Developed and maintained a strong and trusting relationship with the county officials, candidates, volunteers, and partner organizations.

Provided daily/weekly reports of voter contact and volunteer recruitment data to the Field Director.

Worked with HQ Staff, candidate staff, and other Party staff to implement organizational goals across the state

. Planned and recruited for weekly volunteer events in your respective counties.

Recruited and managed paid knockers throughout the 2024 campaign cycle.

Worked with other Field Organizers, candidates, campaign staff, county parties and organizations across the state to implement a successful Coordinated Campaign

CORNERSTONE MEDICAL: REMOTE REIMBURSMENT AND VERIFICATION SPECIALIST July 2023-Decmber 2024

Responsible for overseeing and facilitating the reimbursement process for healthcare services, my role involves submitting claims to insurance providers, following up on pending claims, resolving denied claims, verifying insurance information, and working with patients to clarify billing issues. Ensure compliance with all applicable healthcare billing regulations and ensure that providers are compensated accurately and efficiently.

PRACTICE MANAGER: Cornerstone Medical Clinic Charlotte August 2016 – 2023

Led a team of 15 staff members and oversaw daily operations to ensure seamless patient care and administrative efficiency.

Develop and maintain strong relationships with healthcare providers and practice employees to drive engagement and behavior change.

Keeps apprised of all changes in process, systems, and guidelines to ensure new and existing materials are in-line and up to date with daily operations.

Recruitment, hiring and onboarding new staff.

Employee training and development.

Supervising and coordinating administrative staff

Performance Evaluation and feedback.

Managing Scheduling, appointments, and patient/client flow

Maintained accurate credentialing and contracting records including CAQH & Medicaid Recert

Implemented streamlined scheduling processes, reducing patient wait times and enhancing overall patient experience.

Developed and implemented comprehensive employee training programs, resulting in improved team performance and increased employee satisfaction.

Coordinated with healthcare providers to optimize resource allocation, improving resource utilization, and reducing costs.

Conducted regular performance evaluations and provided constructive feedback to staff, fostering a culture of continuous improvement and accountability.

Implemented electronic health record (EHR) systems and integrated technology solutions to enhance data accuracy, accessibility, and overall practice efficiency.

In charge of all credentialing, contracting of all insurance companies/payors

CUSTOMER SERVICE & PLANING MANAGER: Food lion December 1995-Decenber 2015

Develop and implement strategic plans to optimize customer experience and drive revenue growth.

Analyze customer data and market trends to identify opportunities for improvement and growth.

Assists with the onboarding processes and programs for new leaders.

Collaborate with cross-functional teams including sales, marketing, and product development to develop customer-centric initiatives.

Monitor key performance indicators (KPIs) and metrics to track progress and evaluate the effectiveness of customer planning initiatives.

Lead customer planning meetings and presentations to communicate objectives, strategies, and action plans.

Develop and maintain strong relationships with key customers, ensuring their needs are met and issues are addressed in a timely manner.

Provide training and guidance to team members on customer planning processes and best practices.

Assists with establishing Company practices, policies, and procedures, and providing guidance regarding them

Assists in the development of leaders through coaching.

Assists in planning, organizing, and facilitating employee and leadership HR training.

www.linkedin.com/in/angela-njoku-mba-mhsa-csm-926435271

SKILLS:

Strategic Planning

Team Leadership

Team Building and Development

Revenue Cycle Management

Compliance and Regulatory Knowledge

Budgeting and Financial Analysis

Adaptability and Flexibility

Conflict Resolution

Organizational Skills

Customer Relation Management

Vendor Management

Customer Focus

Attention to Detail

Marketing and Outreach

Ethical and Professional Conduct

Problem Solving

Interpersonal Communication

TOOLS:

Communication tools: Email,

Human Resources Management: (HRM): Payroll Time & attendance

Scheduling

Security & Compliance (HIPPA)

Customer Relationship Management (CRM)

Track Interactions and analyze customer feedback.

Inventory Software

Voice of Customer Tools (VOC)

Customer Success Platforms

Social Media Platforms

Forecasting Planning Tool

Customer Collaboration To

EDUCATION

STRAYER UNIVERSITY NORTH CAROLINA

Master of Health services and Administration

Master of Business Administration

MICHAEL OKPARA COLLEGE OF AGRICULTURE NIGERIA

BSc Animal Science

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