Customer Service Welcome & Operations Specialist

RM Ramela Massihi

Glendale, CA ***** 818-***-**** ************@*****.***

SKILLS Sage 50 Accounting

Activity Organization

Schedule Management

Active Listening

Staff Meetings

Learning Modalities

Business Analysis

Business Management Principles

Team Leadership

Team Supervision

Billing Processes

Planning and Prioritization

Conflict Resolution

Encryption Software

Change Management

Continuous Improvement Process

Inquiry Requests

Staff Scheduling

WORK HISTORY MEDICAL OFFICE MANAGER 08/2021 to 09/2022 Dr. Michael J Freeman MD Burbank, CA

Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills. Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.

Assessed processes and procedures, complying with OSHA and HIPAA regulations.

Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing and accounts receivable.

Developed close working relationships with front office and back office staff.

Addressed and remedied all patient or team member issues. Created and implemented organizational policies and procedures. Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.

Consulted with healthcare professionals on business decisions. Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.

Oversaw accounting, budgeting, and financial reporting. Built relationships with physicians to create steady referral pipeline. Assisted with regulatory issues such as compliance. Developed and maintained electronic record management systems to analyze and process data.

Developed policies and procedures for effective practice management. NEW ACCOUNT SPECIALIST 11/2004 to 12/2012

Bank Of America Glendale, CA

Set up new customer accounts and updated existing profiles with latest information.

Adhered to standards of quality and service as well as all compliance requirements.

Completed routine and complex account updates to resolve problems. Reviewed account activity to assess financial status and evaluate discrepancies.

Obtained pricing deals, negotiated contracts and solidified beneficial agreements.

Motivated team members to meet and exceed sales targets. Placed new customer orders and scheduled appointments. Documented customer habits and preferences and recommended product and service updates to management.

Supported key promotions by contacting established and potential customers to discuss offerings.

Enhanced online presence to take advantage of dynamic conditions and unique platform opportunities.

Proposed additional service options to clients to capitalize on upsell opportunities.

BUSINESS-MANAGEMENT 11/2000 to 12/2005

Markarian & Associates Glendale, CA

Maintained and provided statuses and tracked information on customer requests.

Worked cooperatively with technical staff to address customer requests. Conducted program financial analysis and provided both external and internal reporting.

Performed cost and schedule risk assessments to identify and mitigate program cost and scheduling risks.

Prepared financial inputs for internal reports and presentations. Evaluated current processes to develop improvement plans. Produced detailed and relevant reports for use in making business decisions.

Reviewed internal systems and organized training plans to address areas in need of improvement.

EDUCATION Banking Occupation Accounting 06/2012

Glendale Community College, Glendale, CA

California State University - Los Angeles, Los Angeles, CA 06/1997 Professional development completed in Business management Completed professional development in marketing

LANGUAGES Armenian Persian

Native or Bilingual

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