Amanda Raff
Medical Office Manager
Aurora,CO
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
Work History
MEDICAL OFFICE SITE MANAGER
COLORADO UROLOGY
Lone, CO
09.2021 - Current
- Coordinates the daily and long term strategic operations and scheduling of staff.
- Assist in developing, implementing, and revising policies and procedures to assure that everyone within their office adheres to the high standards of patient care expected
- Responsible for P&L including accountability to associated budget management and Net Operating Income performance
- Assists in hiring qualified team members serving as a catalyst and mentor for motivating productivity, innovation, high employee morale and commitment to the organization
- Directly supervises office team members and proactively manages their performance and development including but not limited to performance feedback, appraisals, and corrective actions
- Conduct regular staff meetings to communicate new ideas, resolve problems, obtain feedback and maintain the overall effectiveness of the staff
- Responds to doctor, patient and employee grievances, complaints, and inquiries and seeks assistance when necessary.
SURGICAL COORDINATOR/ADMINISTRATIVE ASSISTANT
Colorado Urology
Lone, CO
06.2019 - 09.2021
- Interviews patients referred by the physician for coordination of the surgical care
- Coordinated with facilities to set up surgeries for multiple providers
- Explains the procedure, any related tests or treatments to be obtained prior to the procedure, and necessary preoperative consents and authorizations
- Coordinates the written verification of all surgical care and related services to the patient, noting all in the patient medical record (EHR) as well as the practice management system
- Coordinates the pre-operative schedules for pre-admission testing, additional tests and laboratory work, and required notification
- Schedules the appointments according to the individual physician preferences
- Follows through on ensuring that all pre-ops are received in a timely manner and submitted to nursing for review
- Completes surgical coordination process by providing written documentation of the schedules and instructions to the patient, scanning copies of the documentation into the patient's EMR record
- Welcomes and greets all patients and visitors, in person or over the phones
- Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette
- Responsible for keeping the reception area clean and organized
- Registers new patients and updates existing patient demographics by collecting patient detailed patient information including personal and financial information
- Facilitates patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff
- Responds to patients', prospective patients, and visitor inquiries in a courteous manner
- Keeps medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment
- Protects patient confidentiality by making sure protected health information is secured by not leaving PHI in plain sight and logging off the computer before leaving it unattended
- Prepares medical charts after check-in
- Scan documents upon patient discharge
- Makes outgoing calls including referrals and pre-certs
- Schedules return appointments and outpatient diagnostic tests
- Processes medical records requests
- Processes payments
Manager on Duty
SafeSplash Swim School
Parker, CO
10.2012 - 10.2019
- Respond to all customer inquiries in a matter that supports SafeSplash’s mission, vision and values
- Answer all incoming calls and direct them as needed
- Manage family/student registration and class scheduling
- Manage administration of all policies and procedures with customers
- Maintain accuracy, security and integrity of all family/student records including personal, financial and class information
- Work closely with management and other staff to develop and implement continuous Improvements to family/student registration, scheduling and billing functions
- Perform job responsibilities in a professional, friendly and courteous manner at all times
- Ability to do office work, front desk, and swim instruction
- Assist the Assistant Manager and General Manager with in-service training sessions
- Assist the Assistant Manager and General Manager with all staffing needs
- Assist in staff evaluations
- General Facility and pool operation maintenance
SWIM INSTRUCTOR/DECK SUPERVISOR/LIFEGUARD
SAFESPLASH SWIM SCHOOL
AURORA, CO
08.2009 - 10.2019
- Maintain constant surveillance of patrons in the pool area; act immediately and appropriately to secure safety of customers in the event of an emergency
- Provide emergency treatment as required until arrival of emergency medical services
- Prepares and maintains appropriate incident reports
- Presents professional appearance and attitude at all times, and maintains a high standard of customer service
- Guide swimmers from the lobby to their class in a timely manner as outlined by management
- Effectively manage daily class routines without taking away from class safety
- Perform various duties as directed to maintain a clean and safe facility
- Teach swimming skills in accordance to SafeSplash’s curriculum in a fun, positive manner
- Provide continuous positive correction feedback to students and parents on their swimming efforts
- Structure class time to incorporate repetition, reinforcement and introduction of required skills
- Direct facility tours
- Responsible for all retail sales
- Responsible for restocking and maintaining coffee shop
- Responsible for building maintenance and taking initiative in keeping facility clean
PATIENT ACCOUNT REPRESENTATIVE II
CENTURA HEALTH
ENGLEWOOD, CO
04.2016 - 06.2019
- Performs account review to resolve regulatory and commercial accounts
- Researches outstanding accounts by partnering with peers, vendors, and patients
- Generates letters to patients for COBs or to obtain additional account information
- Maintains escalation logs of accounts sent to patients and vendors for easy follow up
- Partners with facility peers to resolve any edits or communicate any additional information needed to collect outstanding accounts
- Utilizes problem solving skills to coordinate with revenue management team issues that may arise as it pertains to billing
- Researches outstanding issues to assist in the facilitation of timely account resolution.
- Utilized computer programs to create invoices, letters and other documents.
- Prepared reports detailing billing actions, flags and other key information.
- Reconciled statements with patient records.
- Electronically submitted bills according to compliance guidelines.
CALL CENTER/ BILLING OPERATIONS ASSOCIATE
SAFESPLASH SWIM SCHOOL
Lone Tree, CO
01.2014 - 10.2014
- Respond to all customer inquiries in a manner that supports SafeSplash’s mission, vision and values
- Answer all incoming calls and direct them as outlined by SafeSplash management
- Manage family/student registration and class scheduling which includes responding to all family/student registrations in a manner that supports SafeSplash’s mission
- Manage the administration of all SafeSplash policies and procedures with our customers
- Maintain accuracy, security and integrity of all family/student records including personal, financial and class information
- Work closely with other management staff to develop and implement continuous process improvements to family/student registration, scheduling and billing functions
- Perform job responsibilities in a professional, friendly and courteous manner at all times
- Oversee and maintain data base used for billing current customers
- Collects and prepares revenue/billing reports and compares accuracy with enrollment and withdrawal reports
- Maintain records of monthly billing noting and solving any problems
- Work closely with registration manager to ensure proper billing
- Supervise maintenance, accuracy, security and integrity of all family/student records including personal, financial and class information
- Management and reconciliation of past due accounts
- Lead improvement on and enforce quality control over processes spanning the functional areas that impact billing and revenue
- Work closely with other members of the management team on processes improvement, system upgrades/modifications to help improve the billing process
- Model and enforce a top-notch communications plan for SafeSplash that ensures timely and comprehensive responses to all customer inquiries regarding billing/accounts
- Perform analysis and generate reports for the purpose of helping model cash flow.
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
HEAD GUARD/Manager on Duty
Trails Recreation Center
CENTENNIAL, CO
07.2001 - 08.2009
- Assist with day-to-day operations of the aquatics area within the facility
- Act as the Lead Guard on shift/Manager on Duty
- Respond in a professional and prudent manner during any emergency situation
- Provide emergency treatment as required until arrival of emergency medical services
- Uphold all risk management policies and procedures as outlined in the staff manuals
- Oversee customer service, patron safety, equipment check-out, equipment maintenance and routine cleaning and upkeep of the aquatic areas
- Prepare and complete appropriate reports
- Assist the Assistant Director and Student Aquatics Coordinator with in-service training sessions, staff evaluations and weekly head guard meetings
- Make sure the pool area is always properly supervised and attended in accordance with the Red Cross Standards
Education
High School Diploma -
GRANDVIEW HIGH SCHOOL
Colorado 08.2002 - 05.2006
Medical Terminology course - undefined
ARAPAHOE COMMUNITY COLLEGE
Associate of Science - Health Administration
Community College of Aurora
Colorado 01.2018 - Current
Skills
Business administration
Payroll and budgeting
Scheduling
Bookkeeping
Credit and collections
Database administration
Staff Management
Strategic planning
Workflow planning
Policy and procedure modification
Documentation and control
Analytical and Critical Thinking
MS Office
Flexible and Adaptable
Teambuilding
Organization and Time Management
Data Entry
Interpersonal Communication
Timeline
MEDICAL OFFICE SITE MANAGER
COLORADO UROLOGY
09.2021 - Current
SURGICAL COORDINATOR/ADMINISTRATIVE ASSISTANT
Colorado Urology
06.2019 - 09.2021
Associate of Science - Health Administration
Community College of Aurora
01.2018 - Current
PATIENT ACCOUNT REPRESENTATIVE II
CENTURA HEALTH
04.2016 - 06.2019
CALL CENTER/ BILLING OPERATIONS ASSOCIATE
SAFESPLASH SWIM SCHOOL
01.2014 - 10.2014
Manager on Duty
SafeSplash Swim School
10.2012 - 10.2019
SWIM INSTRUCTOR/DECK SUPERVISOR/LIFEGUARD
SAFESPLASH SWIM SCHOOL
08.2009 - 10.2019
High School Diploma -
GRANDVIEW HIGH SCHOOL
08.2002 - 05.2006
HEAD GUARD/Manager on Duty
Trails Recreation Center
07.2001 - 08.2009
Medical Terminology course - undefined
ARAPAHOE COMMUNITY COLLEGE