Customer Service Office Manager

Chrislynn Schraufnagel

*** *. ********** **. *****, IL 61752

C: 309-***-**** E: *********************@*****.*** Objective To obtain a key role in a team environment that involves organization, customer service, and collaboration, all with an emphasis on customer service. Skills Self-starter, meets goals, excellent time manager, meets deadlines, attention to detail Experience Central Illinois Institute of Balance

Normal, IL 10/2020-present

Office Manager

● Initially hired as the Front Desk Coordinator and was promoted to Office Manager within 6 months.

● Oversee all areas of HR, including new employee recruitment, training and supervision, preparation of payroll, and administration of employee benefits.

● Coordinate the processing of claims with outsourced billing vendor and address patient billing questions or issues.

● Verify insurance benefits and obtain appropriate authorizations prior to patient appointments

● Process incoming referrals, schedule new patient evaluations and follow up visits according to their plan of care. Handle cancellations and discharged patients.

● Financial responsibilities include visit charge entry, collection and application of patient payments, bill posting in QuickBooks and bi-weekly bank deposits.

● Provide business assistance to the owner and other providers through preparation of KPI and productivity reports for monthly staff meetings, as well as ensuring that all provider documentation is completed monthly.

ATI Physical Therapy

Le Roy, IL 3/2020-9/2020

Patient Service Specialist

● Greeted and interacted with patients in person and by phone, adhering to the company’s motto of “the ATI way.”

● Scheduled patient appointments in a timely manner, working with the clinic director and multiple clinician schedules.

● Checked in patients, assisted with patient paperwork, obtained necessary prior authorizations and verified insurance benefits, and collected patient payments.

● Monitored daily queues to ensure efficient conversion of referrals into evaluations, rescheduled patients to limit drop percentages, and kept collection accounts up to date.

● Assisted therapists with patient care, including setting up equipment, instructing and monitoring patients, and communicated feedback to clinician on patient’s performance.

● Maintained tidiness of the clinic, following cleaning and sanitation protocol, including new direction under COVID-19. Assisted in making sure equipment is clean and functioning properly.

McDonalds

Le Roy, IL 4/2015-5/2021

Crew

● Provided excellent customer service for each patron In Home Daycare Provider

Le Roy, Il 2011-2019

Drs. Esch, Wieland & Naour

Bloomington, IL 09/2006-03/2008

Medical Office Assistant

● Provided excellent customer service to our patients. Assisted in all areas of administrative work including data entry, receptionist duties, incoming and outgoing calls for a busy medical office. Scheduled and confirmed appointments for all doctors.

● Prepared, organized and maintained patient records. Accurately transcribed physician dictated reports and complied with patient requests for copies of patient records. Handled, processed and distributed confidential patient information. Located, checked in and pulled medical records for appointments and incomplete patient charts. Dr. Matter & Dr. Khusro

Normal, IL 06/2006-09/2006

Medical Office Assistant

● Managed daily office operations and maintenance of equipment, maintaining accurate records, patient charts and company files.

● Oversaw inventory and office supply purchases.

● Organized charts regularly in accordance with the office’s policy and procedures. Prepared folders and maintained records of new patients.

● Provided excellent customer service to our patients. Managed incoming and outgoing calls for this busy medical office. Scheduled and confirmed appointments for both doctors. Assisted in all areas of administrative work including data entry, receptionist duties, file organization. Accurately transcribed physician dictated reports and complied with patient requests for copies of patient records.

● Scheduled surgeries for multiple surgeons.

● Trained new employees on multiple medical billing programs and data entry software.

● Updated patient accounts and information on a daily basis. Communicated with patients via phone, email and in person to obtain payments on outstanding accounts or accounts requiring deductibles or copays.

Rain & Hail LLC

Des Moines, IA 04/1994-09/2005

MPCI Underwriter

● Collaborated with the human resources department to ensure an efficient office environment. Managed daily office operations for underwriting department staff of 8-10 employees.

● Provided excellent customer service to both agents and insured members. Reviewed and explained insurance plans to both agents and insureds to guarantee full underwriting of insurance plans, payment policies and procedures.

● Assisted in team development and implementation of a new data entry software which resulted in increased company efficiency and productivity.

● Supervised and trained employees in the new data entry software.

● Developed a training manual for current and new employees.

● Excelled within a deadline intensive environment, ensuring accurate and on time completion of all projects.

● Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development.

● Successfully resolved many customer and agent issues on a daily basis. Education East Park Academy

High School Diploma 1989

National Honor Society, valedictorian, cheerleading, softball, volleyball, drama club and choir Cedarville College

General Studies 1989

Coursework included: Speech and Communications, Sociology and Psychology Parkland College

General Studies 1990-1991

Coursework included: Keyboarding, Data Entry, Business Mathematics and Report Writing References Available upon request

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