Amanda West
Lexington,TN
Summary
With over 15 years of professional experience, I have developed a deep understanding of office operations and have become a subject matter expert in various areas. Expertise includes handling confidential correspondence and delivering exceptional customer service. Pursuing the Sleep Adherence Team Manager position at Apria Healthcare, eager to leverage skills and knowledge to contribute to the company's success. Independent decision-making skills and sound judgment consistently make a positive impact on company outcomes. Dedicated to utilizing training, monitoring, and morale-building abilities to enhance employee engagement and drive performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Sleep Coach
Apria Healthcare
05.2024 - Current
- Motivate our patients to become stronger, more agile, and more effective through training habits for a successful night of sleep using pap therapy.
- Assist patients with developing strategies to manage the stress of being new to the diagnosis of Sleep Apnea and increase productivity of usage for a successful therapy journey.
- Create and implement innovative strategies to engage patients in coaching journey.
- Utilize various coaching models and techniques to maximize patient success.
- Provide guidance to patients in overcoming challenges and identifying opportunities.
- Assist and lead ABAY training programs for operations within the Sleep Department as a subject matter expert (SME).
- Mentor new hires, resulting in stronger staff development and increased productivity.
- Skilled at working independently and collaboratively in a team environment.
- Work with the Zendesk Support team to assist our teammates with supervisor calls, escalations, and assisting them so we can effectively provide the proper patient care on every call.
- Assist with day-to-day operations, working efficiently and productively with all team members along with reviewing calls for Quality Assurance monthly.
Sleep Resupply Specialist
Apria Healthcare
01.2022 - 05.2024
- Helped in our ABAY program for new hires and or transfers as a Subject Matter Expert. Trained on the ends and outs of a sleep resupply specialist, coaching, and teaching the teammates on all of the programs used on a daily basis within our job scopes.
- Engaged with patients to provide information on sleep therapy, process orders, and make sure I am providing a positive customer service experience.
- Served as point of contact for service/sales calls and assisting the patients with ongoing resupply orders on a regular basis
- Scheduled Mask Refits and Respiratory Therapist visits for patients on the local branch level.
- Educated the patients on sleep therapy and future resupplies to keep them healthy and compliant with their insurance company.
- Offered Sales through Apria Direct for additional supplies, cleaning and travel accessories.
- Adhered to HIPPA rules/guidelines.
Front Office Coordinator
Midsouth Pain Treatment Center
03.2020 - 12.2022
- Maintained daily schedules for the doctors and practitioners for three Ambulatory Surgery Centers to ensure the patient flow would go smoothly and allot the correct visit time for each patient.
- Everyday I verified each patient's insurance and collect any co-pays, payment plans, or past due balances. Each day I prepared the insurance explanation of benefits to reflect the current deductibles and out of pocket amounts due as well as handling Veteran Affairs referral approval for visits documents.
- Provided customer service by interacting with the patients in person as well as communicating by phone, email, and through a third party website to assist the patients with any questions or concerns.
- Handled the medical records inquiries that are requested through hospitals, clinics, attorney offices, and varies dealing with workers compensation claims, auto insurance, as well as other pain management facilities. I provided these requests via fax, email, hard copies and follow the required privacy laws within compliance with HIPAA.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
Office Manager
Mckenzie Medical Center
01.2016 - 01.2018
- Overseen between 10-12 front office employees during the daily operations.
- Assisted in checking in/checking out patients and helped wherever there was a need.
- Balanced the money brought in from co-pays, patient balances, collection balances, etc.
- I would also help keep all the provider schedules in check to make sure the patient flow was acceptable for the providers and insured the shortest wait time possible.
- I also cross trained to assist in closing the building down at night after office hours.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Collection Specialist
West Tennessee Healthcare
05.2012 - 12.2015
- My daily job functions varied from collecting unpaid balances for hospital services, discussing billing/financial services with patients, and also trained in working the front office window scheduling appointments, sorting mail, taking phone calls, and processing patient payments.
- Assisted the Revenue Cycle team to development a replacement program for AS-400 to provide accurate billing results within a timely manner without a delay.
- Maintained high volume of calls and met demands of busy and productive group.
- Trained new team members on scripts, company services, and collection strategies.
Education
Certified Medical Assistant Program - Healthcare Administration Candidate
Jackson State Community College
09.2022
High School Diploma -
Lexington High School
05.2007
Skills
- Effective communication
- Proficient in prioritizing tasks
- IT skills including: Microsoft windows software, 365, Teams, Outlook, One note, Adobe PDF, GE Centricity, AS-400 ( ACIS) All programs used in the Sleep Department/CQ
- Dependability and Flexibility
- Performance assessment
- Team building
- Analytical thinking
- Proficient in prioritizing tasks
- Pro-active problem-solving
- Encourages team motivation
- Team development
- Employee engagement techniques
Credentials And Licenses
Phreesia Systems Certification
Timeline
Sleep Coach
Apria Healthcare
05.2024 - Current
Sleep Resupply Specialist
Apria Healthcare
01.2022 - 05.2024
Front Office Coordinator
Midsouth Pain Treatment Center
03.2020 - 12.2022
Office Manager
Mckenzie Medical Center
01.2016 - 01.2018
Collection Specialist
West Tennessee Healthcare
05.2012 - 12.2015
Certified Medical Assistant Program - Healthcare Administration Candidate
Jackson State Community College
High School Diploma -
Lexington High School
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