Office Manager Customer Service

CYNTHIA LANE

Durham, NC • 919-***-**** • ***************@*****.*** •

Healthcare Office / Practice Manager

Professional Summary

Resourceful healthcare office manager with hands-on experience running daily practice operations, scheduling, billing support, and compliance for a home-care agency. Known for building reliable schedules, keeping clean records, tightening front-office workflows, and maintaining payer and HR documentation. Comfortable wearing many hats—intake, staffing, payroll coordination, customer service, vendor relations, and referral outreach. Core Skills

Medical office operations • Staff scheduling & coverage • Intake & client onboarding • HR files

& compliance • Policies & procedures • Timekeeping & payroll coordination • Invoicing/AR follow-up • Customer service & issue resolution • Referral & community outreach • Basic marketing admin • Vendor management • Excel/Sheets • Word/Docs • QuickBooks • Google Workspace • Familiarity with payer portals (e.g., NC Tracks) & EVV platforms Professional Experience

Affordable Comfort Homecare, LLC — /Office Manager Durham, NC 2025–Present

• Run day-to-day office operations for a non-medical home-care agency (scheduling, intake, phones, client service, documentation).

• Build and maintain caregiver schedules; coordinate last-minute call-outs and coverage; track paper timesheets and reconcile hours.

• Maintain employee files (licenses, CPR, background checks), onboarding packets, skills checklists, and policy acknowledgments.

• Coordinate payroll inputs and client invoicing; assist with AR follow-up and payment reconciliation.

• Standardize forms (intake packets, applications) and create a clean onboarding binder to improve compliance/readiness.

• Support marketing/referral outreach (flyers, community events, Google Business profile updates) to drive new inquiries.

• Keep office procedures aligned with NC home-care expectations and industry best practices.

Always Caring Homecare— Branch Manager Burlington, NC 2023–2025

• Own branch operations: master schedule, daily huddles, EVV reconciliation, on-call coverage, and KPI tracking.

• Recruit, onboard, and coach caregivers; maintain compliant personnel files and expiring credentials.

• Lead orientation/in-services; verify competencies with skills checklists and documented observations.

• Ensure HIPAA compliance; conduct monthly chart/file audits and close corrective actions.

• Manage client intake, start-of-care paperwork, caregiver/client matching, and satisfaction follow-ups.

• Coordinate service plan updates and re-assessments; resolve complaints within 48 hours.

• Verify eligibility; manage authorizations/re-authorizations and utilization to prevent over/under-delivery.

• Close payroll accurately by reconciling EVV to hours; minimize overtime and pay variances.

• Support billing/AR: submit clean claims/invoices, work denials/appeals, and update payer portals.

• Produce weekly branch reports (coverage, cancellations, OT, AR aging, census) and drive improvements.

Center Manager

FastMed Urgent Care • Raleigh, NC

February 2021 to September 2023

Service Access Manager/Revenue Cycle Specialist

Duke Regional • Durham, NH

December 2011 to January 2021

Education:

BA / Healthcare Management

North Carolina Central University

August 2023 to Present

AA / Accounting in Accounting

University of Phoenix • Remote

March 2014 to August 2016

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