Customer Service Digital Media
Resume:
Joanie Goodson
Maiden, NC *****
****************@*****.***
I am a detail oriented professional with excellent communication, interpersonal and creative thinking skills. I am considered extremely hard working by my peers and I can be relied upon to be the ultimate team player in my role. Multitasking is where I thrive. I feel nothing is above my job description and I’m willing to lend a helping hand whenever necessary to help achieve all goals set before me and my team.
Work Experience
Practice Administrator
Signature Clinics - Conover, NC
April 2019 to September 2023
Collaborated closely with clinical teams on initiatives designed to enhance overall patient experience through better coordination of care delivery models. Evaluated staff performance, providing feedback and taking corrective action when necessary. Managed daily operations including scheduling appointments, verifying insurance coverage, handling customer inquiries and resolving complaints.
Oversaw the recruitment, hiring, orientation, and training of new staff members in accordance with applicable laws and regulations.
Provided oversight on the development of policies and procedures related to operational processes within the practice.
Developed marketing campaigns using traditional media outlets as well as digital media. Maintained detailed records for all office visits and treatments rendered for each patient encounter. Identified opportunities and took action to build strategic relationships between units, achieving business goals.
Worked collaboratively with physicians to ensure quality care was provided in accordance with established standards of practice.
Conducted recruitment, hiring, and training of personnel. Established objectives and evaluative and operational criteria for units managed. Supervised and provided guidance to staff members, motivating them to perform their best.
Utilized safety portal for patient events or concerns. Utilized advanced problem solving skills to resolve complex issues quickly and effectively. Utilized electronic health records software to improve documentation accuracy and reduce paperwork errors.
Researched new technologies that would improve operational efficiencies within the practice setting. Managed vendor relationships; negotiated contracts for services such as transcriptionists or laboratory testing services.
Facilitated communication between providers regarding referral patterns or other administrative issues. Developed and implemented new patient intake process, streamlining workflow and improving customer service.
Performed administrative duties associated with day-to-day operations such as payroll processing, accounts payable and receivable management, inventory control. Maintained compliance with HIPAA regulations related to patient privacy rights. Maintained accurate records for all patients including medical histories, test results, treatments administered.
Assisted staff in achieving goals and objectives via training and appropriate resources. Developed innovative approaches to streamline patient intake process, resulting in improved wait times and patient satisfaction ratings.
Organized workflow systems to maximize efficiency and productivity in the office environment. Collaborated closely with IT staff regarding software upgrades and maintenance activities. Oversaw financial operations such as budgeting, billing, and collections. Monitored daily operations including appointment scheduling, patient flow and satisfaction surveys. Established work schedules and assignments for staff, accorded to workload, space, and equipment availability.
Developed and implemented organizational policies and procedures for facility and medical unit. Implemented processes for tracking insurance authorizations, billing practices, collections and claims processing.
Coordinated with physicians, nurses, and other healthcare professionals to ensure optimal care for patients.
Reported monthly productivity results to providers and staff. Ensured all regulatory requirements were met by staying current on federal and state laws governing healthcare practices.
Trained new staff on practice policies and procedures while providing ongoing feedback and coaching. Established an efficient record keeping system which included filing and archiving of documents. Reviewed existing policies and procedures regularly to ensure they are up-to-date with changing regulations.
Implemented innovative strategies to increase efficiency in patient scheduling system. Maintained awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options. Supervised and evaluated work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel.
Negotiated contracts with vendors for supplies needed for the practice's day-to-day operations. Coordinated staffing needs across various departments in order to maximize efficiency. Ensured compliance with all applicable laws including HIPAA regulations by implementing best practices in document management.
Monitored patient satisfaction and established quality assurance initiatives to ensure positive patient outcomes.
Troubleshot minor problems and reported larger technical issues. Provided efficient and courteous service to customers at all times. Responded quickly to meet customer needs and resolve problems. Committed to delivering excellent customer service while working in a fast-paced environment. Focused on learning new skills and staying updated with industry changes. Worked with coworkers to complete tasks.
Performed general maintenance and repair.
Childcare Provider
Goodson Childcare - Maiden, NC
January 2008 to April 2019
Supported children's emotional and social development, encouraging understanding of others and positive self-concepts.
Created daily lesson plans to correspond to children's interests. Organized activities such as games, arts and crafts, music, outdoor play. Managed multiple tasks simultaneously while responding quickly to changing needs of the children. Instructed children in health and personal habits, such as eating, resting, and toilet habits. Encouraged children to be independent and make their own decisions. Observed children's behavior and recommended measures for behavior improvement and development of self-care skills.
Cared for children of varying ages in a home setting. Sanitized toys and play equipment.
Assisted in developing age appropriate educational materials for learning activities. Arranged play dates and outdoor activities for social and emotional enrichment. Assisted with potty training and other developmental milestones. Organized and stored toys and materials to ensure order in activity areas. Read to children and taught them simple painting, drawing, handicrafts, and songs. Helped children with homework and school work.
Created an atmosphere that was stimulating, encouraging, supportive, respectful and fun. Demonstrated strong conflict resolution skills when necessary. Developed individualized care plans to meet the needs of each child. Developed age-appropriate activities to engage children and foster learning. Regulated children's rest periods.
Encouraged children to be independent and think creatively. Maintained a clean and organized play area.
Promoted children's emotional development by encouraging respect of others. Sterilized bottles and prepared formulas.
Cleaned and sanitized childcare toys, keeping play areas hygienic and free of harmful objects. Dressed children and change diapers.
Provided safe and nurturing environment for children of different ages. Maintained safe play environment by carefully monitoring children. Followed all safety regulations including proper use of car seats and seat belts during transport. Modeled good behavior for the children while maintaining professional boundaries. Instructed children in health and personal habits and toileting. Communicated with children's parents or guardians about daily activities, behaviors, and related issues. Performed housekeeping duties, such as laundry, cleaning, dish washing, and changing of linens. Communicated effectively with parents regarding the daily activities of their child. Recommended and initiated other measures to control behavior, such as caring for own clothing and picking up toys and books.
Conducted regular assessment of each child's development progress. Provided care for mentally disturbed, delinquent and handicapped children.
Front Office Manager
A Woman's View - Hickory, NC
November 2004 to December 2008
Addressed and resolved client or customer inquiries to foster superior standards of service. Trained new employees in customer service practices and policies. Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
Communicated verbally and in writing to provide clear direction to staff. Ensured compliance with safety regulations and company policies. Coordinated activities with other departments to foster increased levels of communication and satisfaction.
Assisted with event planning and coordination.
Oversaw personnel to maintain adequate staffing and minimize overtime. Maintained accurate records of all transactions, bookings, and payments. Managed front office operations, including scheduling staff and assigning tasks. Processed payments accurately using point-of-sale system software. Maintained accurate records of customer information and transactions. Provided assistance with special events or functions as needed. Built and maintained relationships with external vendors. Minimized staff turnover through appropriate selection, orientation and training. Supervised a team of receptionists to ensure quality standards were met. Recruited and staffed department using company-hiring standards. Tracked customer satisfaction surveys, maximizing usage of response tracking system. Performed administrative duties such as filing documents, answering phones. Analyzed front office data to identify opportunities for improvement. Ordered supplies and maintained inventory control, minimizing unnecessary expenses. Ensured customer satisfaction by providing efficient service and resolving complaints. Controlled inventory levels by ordering supplies when necessary. Coordinated with other departments to ensure smooth functioning of operations. Resolved conflicts between customers or staff members professionally. Responded quickly to meet customer needs and resolve problems. Performed general maintenance and repair.
Participated in ongoing training to enhance own job skills and knowledge. Demonstrated ability to manage multiple tasks while remaining adaptable and flexible. Provided efficient and courteous service to customers at all times. Focused on learning new skills and staying updated with industry changes. Worked with coworkers to complete tasks.
Education
Some College in CADC-R
Charlotte, NC
November 2023 to Present
Certification in Phlebotomy
Catawba Valley Community College
June 2001
High School Diploma
Maiden High School - Maiden, NC
May 2001
Skills
• Managing Files and Records
• Medical Personnel Recruitment
• New Hire Training
• Policy Development
• Electronic Health Records
• Customer Satisfaction
• Resource Management
• Best Practices and Standards
• Staff Meetings
• Records Management Systems
• Managing Medical Practices
• Referral Management
• Supply Ordering
• Policy and Procedure Development
• Workflow Planning
• Routine Inspections
• Office Supplies and Inventory
• Status Updates
• Employee Performance
• Clinical Staff Management
• Quality Improvement Plans
• Deductible Collection
• Clerical Support
• Organizational Systems
• Schedule Management
• Medicare Compliance
• Insurance Referral Facilitation
• Client Consulting
• Employee Performance Reviews
• Reminder Calls
• Office Cleaning
• Confidential Records Management
• Employee Operations
• Coaching and Mentoring
• Creative Thinking
• Corrective Actions
• HIPAA Guidelines
• Set Objectives
• Maintaining Clean Work Areas
• Regulatory and Statutory Compliance
• Seasoned in Medical Clinical
• Procedures Administrative Staff Supervision
• Daily Facility Operations
• Problem Identification
• Document Quality
• Floor Assignments
• Reading Comprehension
• Marketing
• Fundraising
• Marketing
• Windows
• Long term care
• Sales
• Customer relationship management
• Medical terminology
• Medical records
• Typing
• HIPAA
• Event planning
• EMR systems
• Clerical experience
• Medical billing
• Healthcare management
• Organizational skills
• English
• Communication skills
• Medical office experience
• Utilization management
• Management
• Practice management
• Computer literacy
• Medical office management
• Customer service
• Conflict management
• Records management
• Leadership
• Office management
• Supervising experience
• Laboratory experience
• Training & development
• Research
• Human resources
• Document management
• Team management
• Budgeting
• Quality assurance
• Schedule management
• Negotiation
• Payroll
• Recruiting
• Relationship management
• Account management
• Proofreading
• Employment & labor law
• Cash handling
• POS
• Social media management
• HR sourcing
• Driving
• Employee Orientation
• Insurance Verification
• ICD-10
• Interviewing
• Medical Scheduling
• Program Management
• Medical Coding
• Accounting
• ICD-9
• Revenue cycle management
• Analysis skills
• Accounts payable
• Profit & loss
• Google Suite
• Sourcing
• Computer skills
• Mentoring
• Cash register
• Adobe Acrobat
• Microsoft Office
• Office experience
• Sales management
• Hospitality
• Presentation skills
• Time management
• IT
• Patient monitoring
• Microsoft Excel
• Call center management
• Patient care
• Anatomy knowledge
• Salesforce
• Document management systems
• ICD coding
• Microsoft Word
• Front desk
• Accounts receivable
• Phone etiquette
• Administrative experience
• Med spa experience
• Addiction counseling
• Medical administrative support
• Medical receptionist
• Medication administration
• IV insertion
• Senior leadership
Certifications and Licenses
Certified Phlebotomy Technician
CADC-R
November 2023 to May 2025
I am currently a certified alcohol and drug counselor- registered and I am currently in the process of gaining my certification.
Driver's License
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