Alexandria Cotton
Madison,TENNESSEE
Summary
Skilled at scheduling more than 50 procedures each week with a variety surgeons. Experienced in verifying coverage, insurance documentation, electronic recordkeeping and processing payments. A hardworking medical administrative professional that offers great people skills, organized file management and deep understanding of patient protections. Enhances office operations by staying on top of patient and staff needs.
Overview
14
14
years of professional experience
Work History
Surgery Scheduling
Vanderbilt Children's Hospital
Nashville, TN
07.2019 - Current
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
- Assisted in the scheduling of surgeries for patients, ensuring accuracy and timeliness.
- Provided support to surgeons by preparing documents needed for surgeries, such as consent forms and discharge instructions.
- Coordinated with medical staff to ensure that all necessary paperwork was completed prior to scheduled procedures.
- Maintained an up-to-date list of available operating rooms and equipment for surgical teams.
- Scheduled follow-up appointments according to post-operative protocols.
- Monitored patient wait times and worked proactively to reduce delays when possible.
- Reviewed incoming requests from physicians regarding potential surgeries, confirming that they meet eligibility criteria.
- Ensured compliance with HIPAA regulations during the scheduling process.
Lead Patient Service Representative
Vanderbilt Children's Hospital
Nashville, TN
03.2016 - 06.2019
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
- Helped management create successful, customer-oriented environment with low complaint levels and high service quality.
- Tracked customer support cases and followed up on complex issues to correct problems.
- Coached front-line team members in strategies to improve customer service and proactively mitigate issues.
- Developed strong customer relationships to encourage repeat business.
- Provided customer service to patients and families in a professional manner.
- Assisted with training new staff members on policies and procedures related to patient services.
- Performed patient registration, scheduling appointments, verifying insurance coverage, collecting payments and balancing daily cash receipts.
- Maintained inventory of supplies needed for daily operations of clinic.
- Resolved patient complaints in a timely manner while ensuring quality customer service was provided at all times.
Loss Prevention Manager
A’GACI
FRANKLIN, TN
12.2015 - 03.2016
- Developed and enforced loss prevention policies, procedures, and standards for all stores.
- Trained new employees on company security protocols and safety regulations.
- Provided feedback to store management regarding potential risks or violations of security protocol.
- Conducted periodic store visits to ensure compliance with established safety guidelines and procedures.
- Maintained a high level of customer service while enforcing loss prevention policies.
- Maintained inventory levels by ordering supplies and tracking sales.
- Analyzed financial data to identify areas of improvement and implement strategies to increase profitability.
- Conducted regular meetings with employees to discuss business objectives and provide updates on company initiatives.
Supervisor of Operations
Kate Spade & Company
Nashville, TN
01.2014 - 11.2015
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Developed and implemented policies and procedures for efficient workflow.
- Provided training and guidance to team members on operational procedures and best practices.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Prepared reports summarizing key metrics, such as customer satisfaction scores, cost savings achieved.
Assistant Manager
Dot's Fashion
NASHVILLE, TN
01.2010 - 01.2014
- NEW STORE OPENING; Working close with Loss Prevention and reviewing financial statements, sales/activity reports, and other performance data to measure productivity and goal achievements
- Determining areas needing cost reduction and program improvement
- Manage staff, preparing work schedules, and assigning specific duties
- Establish and implement departmental policies, goals, objectives, and procedures, organization officials, and staff members as necessary
- Determine staffing requirements, interview, hire and train new employees, or oversee those personnel processes
- Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory
- Develop or implement product-marketing strategies, including advertising campaigns or sales promotions
Education
Associate of Science - business entrepreneurship
Nashville State Community College
05.2016
Diploma of Graduation - TRADE
Paul Mitchell The School - Atlanta, LLC
Nashville, TN04.2012
High School Diploma -
East Literature Magnet High School
05.2011
Skills
- Verifying Insurance
- Correspondence Writing
- Office Workflow Support
- Schedule Coordination
- Patient Eligibility Requirements
- Customer Service
- Organization and Time Management
- Critical Thinking
- Scheduling Tests and Procedures
- Patient Health Information Access
- Office Management
- New Employee Hiring
- Team Motivation
- Employee Supervision
- Training and Mentoring
- Performance Analysis
Accomplishments
- July 2011, I was awarded “Miss Gilmore” for the Gilmore Leadership Program.
- August 2012, I became a volunteer with the Big Brother Big Sister Program.
- November 2013, I was the “Dots Diva” of the month for having the highest sales and ADS in the district.
- July 2015, Had the top ADT and conversion success in the district at Kate Spade New York.
- September 2015, Had the highest ADT, conversion success, and lower employee retention in the district at Kate Spade New York.
Timeline
Surgery Scheduling
Vanderbilt Children's Hospital
07.2019 - Current
Lead Patient Service Representative
Vanderbilt Children's Hospital
03.2016 - 06.2019
Loss Prevention Manager
A’GACI
12.2015 - 03.2016
Supervisor of Operations
Kate Spade & Company
01.2014 - 11.2015
Assistant Manager
Dot's Fashion
01.2010 - 01.2014
Associate of Science - business entrepreneurship
Nashville State Community College
Diploma of Graduation - TRADE
Paul Mitchell The School - Atlanta, LLC
High School Diploma -
East Literature Magnet High School