Alicia Smith
Detroit,MI
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
DBO Supervisor
Henry Ford Health System
04.2019 - Current
- Provides direction to the Clinical Service Representative staff and supervises the operational activities of outpatient clinics related to productivity, quality, and conformance with regulatory requirements.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Maintained compliance with company policies, objectives, and communication goals.
DBO Coordinator/Supervisor
Henry Ford Health System
05.2018 - 04.2019
- Provides coaching and mentoring services to Clinical Service Representatives as well as staff and supervisors regarding opportunities for professional development and performance improvement in order to enhance employee engagement and job satisfaction.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Coached employees through day-to-day work and complex problems.
- Entered data, generated reports, and produced tracking documents.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Clinical Service Representative- Float
Henry Ford Health System
08.2015 - 05.2018
- Enhanced patient satisfaction by providing exceptional clinical service and addressing individual needs.
- Streamlined appointment scheduling for increased efficiency and improved patient experience.
- Provided compassionate care to patients across diverse age groups and medical conditions.
- Facilitated seamless communication between patients, healthcare providers, and administrative staff by maintaining organized documentation of patient interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
Patient Advocate
Henry Ford Health System
03.2016 - 05.2017
- Investigated, analyzed, and evaluated clinical complaints on behalf of patients, clinical administration, and team members.
- Streamlined appointment scheduling for better patient flow, reducing wait times and improving overall experience.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Coordinated referrals to specialty care services within the network or external organizations in a timely manner.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
Routing Clerk
Malice/Central Transport
10.2014 - 02.2016
- Coordinated with suppliers to ensure timely delivery of goods, maintaining strong relationships and minimizing delays.
- Trained new team members on best practices in logistics operations, fostering a supportive work culture that prioritized teamwork and collaboration.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Generated documentation and information required for customer shipments.
- Tracked orders and notified customers of status or potential delays.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
Multi-Channel Sales Associate
BestBuy
08.2013 - 10.2014
- Increased sales revenue by developing and maintaining strong relationships with customers across multiple channels.
- Enhanced customer satisfaction through timely follow-ups, addressing concerns, and providing product information.
- Streamlined the ordering process for improved efficiency, resulting in a smoother customer experience.
- Collaborated with team members to achieve monthly sales targets and boost overall performance.
Department of Motor Vehicles Clerk
State of Michigan
07.2009 - 11.2012
- Streamlined customer service by efficiently processing vehicle registrations and driver''s license applications.
- Enhanced office organization by maintaining accurate records of all transactions and filing necessary documents.
- Maintained a high level of accuracy when entering data into the DMV system, reducing errors and improving overall efficiency.
- Contributed to a secure environment by conducting thorough background checks on applicants for driver''s licenses and identification cards.
- Provided excellent service to customers seeking driving permits or license renewals, resulting in positive feedback from clients.
- Strengthened communication between departments by liaising with other clerks to resolve discrepancies or gather missing information when necessary.
- Performed routine data entry or document management.
- Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
- Assisted newly hired clerks in learning about application reviews and verification procedures, performance strategies and customer service techniques.
Education
Ph.D. - Leadership And Organizational Managment
Capella University (Online)
Minneapolis, MN07.2026
Master of Science - Human Resource Managment
Capella University (Online)
Minneapolis, MN03.2019
Bachelor of Arts - Liberal Studies
University of Michigan-Dearborn
Dearborn, MI12.2014
Associate of Arts - Liberal Arts And General Studies
Wayne County Community College
Detroit, MI05.2008
Skills
- Epic Hyperspace Production
- UKG Dimensions
- Conflict Resolution
- Kronos
- Taleo Recruiting System
- Risk and Feedback Reporting
- Transact Rx Billing
- Operations Management
- Data Analytics
- Staff Management
- Schedule Development
- Strategic Planning
- Process Improvement
Certification
- LEAN Silver Certificate Training
- Certificate-Assisting Individuals in Crisis& Group Crisis Intervention
Timeline
DBO Supervisor
Henry Ford Health System
04.2019 - Current
DBO Coordinator/Supervisor
Henry Ford Health System
05.2018 - 04.2019
Patient Advocate
Henry Ford Health System
03.2016 - 05.2017
Clinical Service Representative- Float
Henry Ford Health System
08.2015 - 05.2018
Routing Clerk
Malice/Central Transport
10.2014 - 02.2016
Multi-Channel Sales Associate
BestBuy
08.2013 - 10.2014
Department of Motor Vehicles Clerk
State of Michigan
07.2009 - 11.2012
Ph.D. - Leadership And Organizational Managment
Capella University (Online)
Master of Science - Human Resource Managment
Capella University (Online)
Bachelor of Arts - Liberal Studies
University of Michigan-Dearborn
Associate of Arts - Liberal Arts And General Studies
Wayne County Community College