Rena Gonyeo
Athol,MA
Summary
I originally trained at U-MA Memorial Hospital in Worcester MA through a Certificate Training Program for Medical Unit Secretary in the mid 1980's. Ever since then I have mostly worked in the field of medicine.
My first job as Unit Secretary was at U-MA Worcester where I worked on the Med/Surg. floor for less than 1 year.
After this, I began to work for Heywood Hospital for 6 years. Then Gardner Visiting Nurses for another 6 years.
I had in the interim, worked for 2 years with a local Moving co.
My most recent job was at Athol Hospital for the past 17 years.
i am currently looking for a Home Based position as I have recently retired and want something to provide me with an adequate income.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Medical Receptionist
Athol Hospital
Athol, MA
12.2004 - 01.2022
- Answered phone calls and messages for multiple-physicians at Athol Hospital medical facility, scheduling appointments and handling patient inquiries.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Organized patient files and streamlined operations to improve efficiency.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Received and routed laboratory results to correct clinical staff members.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Increased office productivity by daily meetings and appointments and implementing organizational systems for documents.
Member Reception
Greater Gardner Chamber Of Commerce
Gardner, MA
11.1991 - 06.1997
- Planned and conducted Chamber activities such as Silent Auction, yearly Member golf tournament and Annual Chamber of Commerce meeting.
- Coordinated and led activities for both small and large Member groups.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Described product highlights and benefits to help guide purchasing decisions.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Entered orders into member computer database system.
- Recommended products to customers, thoroughly explaining details.
- Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
- Recorded actions taken, issues resolved and information to effectively manage customer accounts.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Facilitated inter-departmental communication to effectively provide customer support.
- Promoted available products and services to customers during service, account management and order calls.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Processed invoices each month and mailed documentation to clients.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of 40 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered excellent customer service, resulting in consistent customer satisfaction rating.
- Communicated professionally with colleagues, freelancers and clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer ultimate satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
Waterville Jr/Sr High School
Waterville ME06.1962
Skills
- Appointment Scheduling
- Medical Report Preparation
- Data Entry Software
- Technical Library Maintenance
- Medical Charting
- Customer Service
- Cleaning and Sterilizing
- Time Management
- Equipment Troubleshooting and Maintenance
- Detail-Oriented
- Problem Solving
- Verbal and Written Communication
- Organization and Time Management
- Administrative Tasks
- Supply Ordering
- Data Entry
- Patient Referral
- Office Coordination
- Scheduling Tests and Procedures
- Adaptable and Flexible
- HIPAA Compliance
- Referral Verification
- Collaboration and Teamwork
- Calendar and Appointment Management
Accomplishments
- Achieved positive results by completing all necessary job related tasks with accuracy and efficiency.
Used Microsoft Excel to develop other than inventory tracking spreadsheets.
Certification
- Managing a small Gift Basket business from July 1996 through March of 2003.
Reputation
I've always had a positive evaluation in all my positions throughout my many years of work. I am an organizer and work very diligently to provide the best of my capabilities to perform the best job possible.
My evaluations have been very positive and above expectations in most subjects.
I am a team worker and usually am considered an all around effective staff member.
I've got a good reputation with my former employer as well as the previous employers I have worked for.
Additional Information
I am dedicated and will work hard to please my future employer with the best of my ability.
Timeline
Medical Receptionist
Athol Hospital
12.2004 - 01.2022
Member Reception
Greater Gardner Chamber Of Commerce
11.1991 - 06.1997
High School Diploma -
Waterville Jr/Sr High School