Administration
Resume:
Heather Lester
Prescott Valley, AZ *****
**************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Registrar
Dignity Health Yavapai Regional Medical Center-Prescott, AZ March 2024 to February 2025
Facilitates the patient admission flow including activities such as: patient identification accurate demographic and insurance information and collections of required signatures and documents. Responsible for the verification and authorization of insurance benefits on all patient accounts through electronic verification system and/or third party payers in order to obtain accurate and prompt reimbursement. Provides information and answers questions about the Payment Assistance program. Collects co-payments patient liabilities and enters all necessary information into the hospital computer system
Store Manager
Allied Cash Advance-Prescott Valley, AZ
January 2023 to January 2024
Served as subject matter expert in operations and policies and provided leadership to store associates. Recruited, interviewed, recommended for hire, oversaw work of, and trained Customer Service Representative. Coordinated and maintained store staff schedules. Ensured staff provided excellent and compliant customer service. Covered other locations in the district. Built business to business partnerships outside of the location. Delegated work to store associates and hold accountable to standards; serviced and educated customers on the product portfolio; performed necessary customer verifications to validate information presented; accurately processed loans and transactions per company policy; answered telephone inquiries in response to general questions, customer applications, requests, payments or other issues; placed outgoing customer courtesy and collection calls in accordance with federal regulations and store operating procedures; balanced individual batch receipts with store sales reports at end of day and resolved over/shorts as needed; assisted in the execution of all Company marketing plans and programs, ensured precise and timely set-up, excellent execution and within established deadlines; responsible for compliance with company/State policy and procedures including Federal regulation where applicable; responsible for bank deposits or bank pick-ups; promote the brand professionally and ensure store appearance (internal and external) is maintained to company standards; handled and count currency, cash, and coins to include managing a cash drawer, counting cash deposits, moving cash from secure safe to cash drawer and other cash handling requirements. Promoted from Customer Service Representative.
Homemaker
None-Prescott Valley, AZ
September 2015 to January 2023
Care Manager
Private - disabled spouse-Chino Valley, AZ
December 2006 to September 2015
Coordinated and maintained all levels of administrative and hands-on care. Scheduled appointments, worked with insurance agencies regarding pre-approvals, coverage and claims, as well as medical services for pre-appointment and pre-testing needs for a very unique medical situation. Developed a close relationship with pharmacist - a large number of medications dispensed and worked closely to ensure all were administered properly. Created a spreadsheet for maintaining the correct balance and timing for all medications and needed treatments, from IV antibiotics, PICC line flushes and continuous feeding tube to insulin injections steroids and crushing of medications and administering them through the feeding tube to assisting movement, providing transport of spouse & all needed equipment to and from all medical appointments and hospital stays.
Postal Service Employee
United States Postal Service-Chino Valley, AZ
August 2013 to November 2013
Processed and distributed incoming mail: Received, sorted, and routed first class mail to PO Boxes and route resolved undeliverable mail issues to the appropriate staff member. Sorted first class mail trays and bulk magazines and routed to appropriate mail carriers. Sorted bulk magazines and delivered to PO Boxes. Sorted and shelved packages for PO Box holders, prepared and delivered notices. Collected, sorted, and prepared outgoing mail and packages for dispatch pick up. This office was much larger than Skull Valley with extremely larger volume, job duties were broken down more and a very fast paced was required. This position would have also been trained for window service using USPS’s automated system with the goal of customer transactions to be completed under 90 seconds. Officer in Charge
United States Postal Service-Skull Valley, AZ
January 2011 to May 2013
Operated a small rural post office providing limited manual retail window services with postage sales, shipping services, postage purchases, issuance of money orders, PO Box rental/renewal, general delivery service, package tracking, claims for lost/damaged items. Processed and distributed incoming mail: received, sorted, and routed mail to PO Boxes and resolve undeliverable mail issues. Collected, sorted, and prepared outgoing mail and packages for dispatch pick up. Opened and closed the facility according to established procedures. Operated within established postal rules, laws, and regulations. Resolved problems. Exercised a normal regard for the safety of self and others by ensuring proper safeguards were instituted for the welfare of customers and the protection of the mail. Balanced cash drawer; prepared, and submitted bank deposits daily. Balanced vault inventory regularly. Maintained files and records all required reports submitted at various required intervals – daily, weekly, monthly and annually via USPS Intranet. Answered questions, provided guidance, and had regular contact with postal customers. Exercised protective care of accountable paper, monies, product inventory, and office supplies in accordance with Sarbanes-Oxley Act (SOX) guidelines. Submitted and monitored an operating budget. Submitted and approved purchasing orders and maintained inventory for all office needs (office supplies, cleaning supplies, financial items such as stamps, money orders, shipping supplies, etc.) Trained and supervised one employee. Adhered to approved programs and operates within established postal rules, laws and regulations. Promoted from Postmaster Relief. Financial Aid Consultant
Institute of Professional Careers-Las Vegas, NV
April 2005 to November 2008
Recruited to assist with a small proprietary new school set up: Federal and state program & participation applications. Researched, interpreted, and implemented federal and state rules & regulations; created policy & procedures; assisted with software set up; collaborated with third party agents; designed forms; compiled statistics and prepared reports for Director, Owner & various external agencies. Provided day- to-day functions: counseled individuals & families from initial interview and beyond program completion; application processing: data input, file verification, awarding, loan counseling & certification, monitored satisfactory academic progress, completed deferments, reviewed & determined various types of appeals, R2T4 calculations, etc. Represented IPC during outreach events. Financial Aid Coordinator
Nevada State College-Henderson, NV
August 2005 to May 2006
Assisted with administration of $3+M in student aid programs. Assisted with management and coordination of various federal, state and private funding programs & processes including but not limited to: VA benefits, third party funding, private scholarships, student loans, Satisfactory Academic Progress, withdrawal/R2T4; generated and assessed reports using INFORMS-SIS/Focus. Wrote policy & procedures and implemented them for assigned programs. Supervised, trained, and assisted Client Services staff in serving students, families, and internal & external college communities with information about fund sources, debt management, budgeting, student financial planning, and guidelines for mastering online and interactive applications and self counseling services during peak times throughout the academic year. Evaluated extenuating circumstances requiring professional judgment decisions based on federal regulations. Represented NSC with outreach efforts and served on various NSC and professional organization committees as assigned.
Financial Aid Director
Prescott College-Prescott, AZ
December 2003 to June 2005
Responsible for $13+M annually. Supervised staff: recruited, hired, trained, and evaluated performance of staff; built an effective team to serve students and collaborated with other departments; updated staff on new or pending state/federal financial aid regulations; assisted and supported staff in resolving policy disputes, personnel conflicts, goal & objective settings, and competent job performance. Oversaw financial aid compliance: reporting requirements (FISAP, application to participate); developed, implemented, and monitored systems and procedures to maintain compliance with cash management and record retention regulations. Ensured compliance with financial aid requirements and goals: maintained departmental records in preparation of audits and program participation reviews; cultivated and maintained relationships with funding sources, Department of Education and other affiliated organizations and professional associations; created and implemented financial aid strategies that support College enrollment goals. Coordinated departmental operations: carried out day-to-day financial aid processing for the Master of Arts Program; developed and implemented policy & procedure manual; prepared documentation for applicant files for use in verification/justification of financial aid decisions; prepared annual calendar including federal dates, scholarship deadlines and orientations; directed the implementation of computer systems and applications; proposed and managed departmental budgets; prepared and compiled financial aid statistics and reports. Oversaw scholarship and campus-based aid programs: allocated & dispersed foundation funding; acted as liaison with scholarship sponsors, state and federal agencies; counseled students applying for private merit-based scholarships; and submitted grant proposals for scholarship opportunities. Reviewed and determined appeals. Financial Aid Consultant
Dahan Institute of Massage Studies-Las Vegas, NV
January 2003 to June 2003
Responsible for application processing, awarding, funds delivery, and student counseling; audited and corrected student files and awards on reimbursement records to be submitted to the Department of Education, (improved file approval rating from 25% to 100%); and compiled data to prepare institutional response to Department of Education's Program Review findings. Senior Financial Aid Counselor
Prescott College-Prescott, AZ
October 2001 to April 2003
Responded to inquiries and counseled students on financial aid procedures; processed financial aid applications; completed file verification; determined eligibility; created award letters and certified loan applications; maintained recipient files and documented all transactions; conducted entrance and exit interviews; authorized release of funds and monitored compliance issues with regulatory agencies; exercised professional judgment in approval/denial of various types of appeals. Owner/Operator
Skull Valley Cafe-Skull Valley, AZ
January 2000 to July 2001
Responsible for all operational and administrative aspects of a 24-seat breakfast and lunch café. Duties may include, but are not limited to: hostess, waitress, cashier, dishwasher, janitor, maintenance, kitchen assistant, short order cook, food safety, inventory, purchasing, accounts payable, bookkeeping and taxes. Program Assistant IV (from Program Assistant III)
University of Nevada, Las Vegas-Las Vegas, NV
January 1996 to January 2000
Administered award production process--customized financial aid award packages ($80M annually), processed award acceptance, validated application, certified eligibility, prepared delivery of funds, and monitored disbursement of aid; audited professional judgment award decisions by client services staff; reviewed reports to correct eligibility issues; ultimately responsible for eligibility determinations according to federal, state, and institutional criteria. Administered financial aid application process-- imported electronic data merging files between software applications; generated and reviewed office reports and client letters; ensured application accuracy, student eligibility, and satisfactory academic progress. Evaluated documentation and processed application data corrections to comply with regulations and policy; coordinated resolution efforts with client services staff; approved applicants as eligible for awarding. Assisted coordination of the Quality Assurance Program--committee chairperson to develop processing enhancements; reviewed and interpreted demographic data from study sample to measure errors and trends. Assisted in creation of institutional award algorithm and cost of attendance budgets, transcribed and formatted Pell matrix from federal payment charts, and formulated institutional award matrix. Developed, composed, and designed office forms, policies, and procedures for electronic import, application review, and awarding. Organized and monitored process flow, assessed volume, and reallocated resources. Ensured staff accuracy and high productivity oversaw implementation of written procedures, provided adequate resources for questions/assistance and furnished performance feedback to Assistant Director. Provided formal and informal training for student, classified, and professional employees; indirect supervision of 4 student and 3 classified employees. Researched, reviewed, interpreted, and applied regulations to ensure institutional compliance. Produced office activity status reports; supplied information and documents to the public, internal staff, and other agencies; contact with campus departments, public agencies, committees, private lenders, other schools, students, and the general public. Represented office at various conferences and seminars. Promoted from Program Assistant III.
Customer Service Receptionist/Secretary
DW Technology-Las Vegas, NV
July 1994 to December 1995
Performed reception and clerical duties for a small dental manufacturing company: type, file, copy fax, and answer phones; purchased office supplies; prepared domestic and international packages for mailing, including customs documents; prepared correspondence for sales leads and customer inquires; basic technical support; input sales orders, generated and mailed invoices; balance inventory and verified warehouse shipping records.
Financial Aid Processor
College of Lake County-Grayslake, IL
August 1988 to June 1994
Processed financial aid forms and awards from initiation to disbursement; monitored student eligibility. Coordinated the student employment program: prepared and delivered presentations to student, staff, and faculty; designed forms and manuals; maintained and monitored payroll records. Coordinated student loan check process, verified funds disbursement, and conducted exit interviews. Reported financial aid history to other institutions and government agencies, recorded and distributed minutes, responsible for information dissemination to various populations. Indirect and direct supervision and training of 2 classified and 4 student employees. Represented department at various conferences and seminars. Served as office manager for four months: coordinated purchasing and print requests, monitored office budgets. Promoted from Financial Aid Receptionist: performed reception, secretarial, and clerical duties: maintain office displays, type, copy, fax, file, data entry, answer phones, schedule appointments, and coordinate mailings. Received and reviewed applications, provided forms, answered questions, and advised students regarding all aspects of the financial aid process, except individual professional judgement details. Assisted in preparing scholarship information and publicity; assisted in training of student employees; maintained record of office traffic and prepared report for director. Assisted in development of position duties and responsibilities. Promoted from Financial Aid Receptionist, from Student Employee Receptionist.
Education
Bachelor's in Business
UNLV-Las Vegas, NV
August 1994 to December 1998
Associate in Business
College of Lake County-Grayslake, IL
August 1988 to May 1992
Skills
• Customer service
• Employment & labor law
• Google Docs
• Bookkeeping
• Writing skills
• Presentations: Prepare and Deliver to the public and colleagues (10+ years)
• Project management
• Purchasing
• Windows
• Pet care
• Cash handling
• Proofreading
• Office management
• Microsoft Word
• Microsoft Outlook
• Communication skills: Pleasant and polite in person, proper etiquette by phone, clear and cordial via email (10+ years)
• Sales
• Customer Service: In the fields of Education Administration, Cafe Owner/Operator, Postal Worker, Small Dental Manufacturer, Bank Teller, Real Estate Office, Department Store Retail, Convenience Store, Grocery Store (10+ years)
• English
• Account Reconciliation
• Leadership
• Negotiation
• Regulatory reporting
• Construction
• Microsoft Excel
• Computer literacy
• Sales management
• Microsoft Powerpoint
• Employee Relations: Creating job descriptions, screening applicants, interviewing, participating and/ or chairing on hiring committees, selecting, training, evaluating, & dismissing employees (10+ years)
• Multi-line phone systems
• EMR systems
• Customer relationship management
• Hospitality
• Records management
• Cash register
• Office Management: Direct office workflow, delegate duties (3 years)
• Front desk
• Clerical experience
• Salesforce
• 10 key typing
• Time management
• Loan origination
• Presentation skills
• Data: Entry, Collecting, Processing, & Analyzing (10+ years)
• Workday
• Education administration
• Organizational skills
• Account reconciliation
• Human resources
• Microsoft Office
• Budgeting
• Order entry
• Management
• Banking
• Store management
• Works well in a team setting but can perform difficult duties with little to no supervision (10+ years)
• Office experience
• Policies and Procedures: Writing and Implementing (10+ years)
• UCC law
• Debits & credits
• Relationship management
• Business management
• Accounting
• Food service, handling, and safety (5 years)
• Microsoft Access
• Conflict management
• Cashier: Manual, Basic Register, and Scanning Systems; balancing cash drawer daily (7 years)
• Communication skills
• Reception/Front Desk/Secretarial (10+ years)
• Training & development
• Loan processing
• Accounts Receivable: Mailing of invoices and routing payments for posting (2 years)
• Phone etiquette
• Recruiting
• Marketing
• Accounts payable
• Analysis skills
• Research
• SOX
• Interviewing
• Administrative experience
• Retail sales
• Office Management
• Accounts receivable
• Purchasing and Accounts Payable: Generating purchase orders, Issuing Payments, Ledger and Journal Entry (4 years)
• Documentation review
• Account and Inventory Reconciliation (6 years)
• Data entry
• Food handling
• Patient Home Care: Vital Signs, Administering Medications, Injections, Maintaining PICC Line, Administering IV Medications and Tube Feeding (10+ years)
• Typing
• Account management
• Math
• Telemarketing
• Supervising experience
• Computer literacy: Search engines, email, Microsoft and Google products, Various Department of Education and financial aid industry software (10+ years)
• Computer skills
• Upselling
• Fraud prevention and detection
• Filing, Copying, Faxing, Phones, Walk-in & Email (10+ years)
• Mail: Collect, sort, process or route accordingly. Outgoing - Prepare letters and packages for mailings, complete international shipping documents. (10+ years)
• Design forms and documents (10+ years)
• Office Equipment: Multi-line Phone, Fax, Copier, Scanner, Computer, Printer, etc. (10+ years)
• Document management
Certifications and Licenses
Driver's License
Contact this candidate