Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Andrea Gooch

Nashville,TN

Summary

Dynamic Operations Supervisor at Davidson Transit Authority with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in developing standard operating procedures and training staff, I excel in crisis management and performance evaluation, ensuring compliance and quality care. Proficient in E-Clinical Works, I foster strong team collaboration and communication.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Operations Supervisor

Davidson Transit Authority- WeGo Public Transit
Nashville, Tennessee
05.2024 - Current
  • Resolved customer complaints in a timely manner to maintain customer satisfaction.
  • Developed strong relationships with customers through excellent customer service practices.
  • Provided support to other departments as needed to meet organizational goals.
  • Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.
  • Monitored staff performance and provided feedback for improvement.
  • Maintained accurate records of employee attendance and performance reviews.
  • Assisted in the hiring process by conducting interviews and making recommendations for new hires.
  • Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
  • Prepared reports on operational performance metrics and presented them to management team.
  • Developed and implemented standard operating procedures to ensure efficient workflow.
  • Identified areas of improvement and developed strategies to increase efficiency.
  • Trained new employees on proper job functions and company policies and procedures.
  • Ensured compliance with all safety regulations in the workplace.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Implemented customer service standards that increased client satisfaction.
  • Coordinated maintenance and repair schedules for equipment, ensuring minimal downtime.
  • Led crisis management efforts, minimizing operational disruptions and maintaining business continuity.
  • Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
  • Conducted regular performance evaluations, providing feedback and development opportunities to staff.
  • Facilitated team meetings to discuss operational challenges and brainstorm solutions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Interpreted and explained work procedures and policies to brief staff.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Resolved customer complaints or answered customers' questions.
  • Guided employees in handling difficult or complex problems.
  • Recruited, interviewed and selected employees to fill vacant roles.

Clinic Manager II, Training Development Leader

HCA Carenow Urgent Care
Brentwood, Tennessee
12.2021 - 12.2024
  • Performed regular audits of patient charts to ensure accuracy of information recorded in medical records system.
  • Ensured that patient care standards were met by providing training and guidance to healthcare professionals.
  • Managed daily operations of the clinic, including scheduling appointments and assigning staff.
  • Maintained effective communication with patients regarding their treatments, medications, follow-up visits.
  • Reviewed reports on operational performance metrics to measure efficiency levels.
  • Conducted periodic reviews of existing policies and procedures related to patient care practices within the facility.
  • Monitored clinic activities, such as billing, coding, and medical records maintenance.
  • Resolved customer complaints in a timely manner by following up on issues and taking corrective action when necessary.
  • Assisted in developing marketing campaigns aimed at increasing awareness about available services offered by the clinic.
  • Ensured compliance with regulatory requirements related to health insurance plans, HIPAA regulations.
  • Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
  • Participated in meetings with internal stakeholders to discuss strategies for improving services offered by the clinic.
  • Implemented measures to reduce costs while maintaining high levels of quality care provided by the facility.
  • Maintained strict confidentiality of all patient records in accordance with HIPAA regulations.
  • Collaborated with physicians and other staff members to improve clinical processes and patient outcomes.
  • Developed and implemented policies and procedures for clinic operations.
  • Developed policies and procedures for the clinic to ensure quality service delivery.
  • Provided oversight of financial management of the clinic, including budgeting and forecasting.
  • Analyzed data from various sources to identify areas for improvement in patient satisfaction.
  • Led staff meetings to communicate updates, gather feedback, and discuss strategies.
  • Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.
  • Oversaw daily clinic operations, ensuring efficient patient flow and high-quality care.
  • Monitored clinic budget, controlled expenses, and optimized resource allocation.
  • Developed relationships with healthcare providers to sustain strong referral pipeline.
  • Led quality improvement projects to enhance clinical outcomes and patient experiences.
  • Developed and implemented policies and procedures to comply with healthcare regulations.
  • Oversaw ordering, purchasing and maintenance of clinical equipment.
  • Coordinated with medical staff to ensure adherence to clinical protocols and patient satisfaction.
  • Implemented technology solutions to improve clinic operations and patient care.
  • Coordinated community outreach programs to promote clinic services and public health awareness.
  • Collaborated with healthcare professionals to develop and expand clinic services.
  • Ensured clinic compliance with federal, state, and local healthcare regulations.
  • Addressed operational issues promptly to minimize impact on clinic services.
  • Maintained a safe and clean environment in compliance with health and safety standards.
  • Managed patient records system to ensure accuracy, confidentiality, and legal compliance.
  • Implemented policy changes and communicated information and procedures through organizational staff meetings.
  • Supervised internal and external communications by answering queries and complaints.
  • Tracked, organized and counted clinic stock and supplies.
  • Facilitated continuing education and professional development opportunities for staff.
  • Implemented patient satisfaction initiatives to improve service quality and address grievances.
  • Explained policies, procedures and services to patients.
  • Managed a team of healthcare professionals, including hiring, training, and performance evaluations.
  • Communicated with patients with compassion while keeping medical information private.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
  • Recruited, hired and trained new medical and facility staff.
  • Updated procedures necessary for compounding, mixing, packaging, and labeling medications.
  • Directed, supervised and evaluated medical, clerical or maintenance personnel.
  • Conducted regular meetings with team members to discuss progress and address any issues or concerns.
  • Resolved conflicts among team members by providing clear direction and encouraging collaboration.
  • Provided technical guidance and mentorship to team members on software development best practices.
  • Documented processes and technical requirements for management and team review.
  • Selected and assigned instructors to conduct training.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.

Medical Assistant, Clinical Preceptor

HCA Carenow Urgent
Brentwood, Tennessee
02.2019 - 12.2021
  • Ensured that all personnel adhered to professional standards of practice while providing safe and effective care to patients.
  • Organized orientation programs for new employees by creating educational materials and providing instruction on departmental policies.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
  • Developed medical programs that promoted community health and research.
  • Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
  • Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
  • Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
  • Directed, supervised and evaluated medical, clerical or maintenance personnel.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Maintained communication and transparency with governing boards, department heads and medical staff.
  • Recruited, hired and trained new medical and facility staff.
  • Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
  • Developed protocols for collecting data from patients during their visit.
  • Performed administrative duties such as filing paperwork, ordering supplies.
  • Responded promptly to inquiries from patients or their families regarding care received or services offered by the facility.
  • Coordinated with other departments to ensure efficient workflow processes were being followed.
  • Maintained and updated patient records, including medical history, test results, and immunization dates.
  • Facilitated communication between the medical office staff and healthcare providers.
  • Participated in meetings with healthcare providers concerning patient treatment plans.
  • Resolved any customer service issues that arose during interactions with patients or their families.
  • Provided support to physicians by taking vital signs and performing basic laboratory tests.
  • Assisted in the development of policies and procedures for patient care activities.
  • Reviewed lab reports and imaging studies in order to assess patient health status.
  • Provided education and resources to patients regarding healthcare options available to them.
  • Ensured compliance with HIPAA regulations related to patient privacy.
  • Supervised clinical staff members to ensure quality of care was provided in accordance with established standards.
  • Conducted performance evaluations of team members on a regular basis.
  • Managed schedules, assignments and performance of nursing staff.
  • Managed front office operations, such as scheduling appointments and verifying insurance coverage.
  • Explained policies, procedures and services to patients.
  • Communicated with patients with compassion while keeping medical information private.
  • Maintained records management system to process personnel information and produce reports.

Medical Assistant, Clinical Coordinator

The Surgical Clinic
Nashville, Tennessee
01.2017 - 02.2019
  • Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
  • Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
  • Registered new patients into practice management software program accurately entering demographic information.
  • Collected samples from patients for laboratory testing purposes.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
  • Inspected equipment to ensure proper working order prior to use on patients.
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Provided assistance to medical staff in performing minor surgical procedures.
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Educated patients on healthcare topics such as nutrition and disease prevention methods.
  • Filed insurance claims forms in accordance with applicable regulations.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Administered injections, medications and treatments as directed by the physician.
  • Organized patient charts before each day's clinic sessions began.
  • Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
  • Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
  • Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
  • Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
  • Documented notes during patient visits.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Cleaned and maintained medical equipment following procedures and standards.
  • Responded to patient callbacks and phone-in prescription refill requests.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Incorporated outside records into charts and EHR.
  • Answered phones, scheduled appointments, greeted patients and ordered supplies.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Kept facility stocked with necessary supplies, equipment and instruments.
  • Scheduled appointments for patients via phone and in person.
  • Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Assisted back office patient processes to reduce office wait times.
  • Verified appointment times with patients, preparing charts, pre-admission and consent forms.
  • Supported administrative staff by processing payments.
  • Prepared treatment rooms for patient examinations.
  • Explained treatment procedures and physicians' instructions.
  • Changed dressings on wounds to prevent infection and check for healing.
  • Handled general office duties to support administrative staff during peak hours.
  • Administered medications under physician's supervision.
  • Processed orders for medical supplies and lab equipment.
  • Positioned patients properly during examination or treatment for comfort and safety.
  • Conducted routine laboratory tests and sample analyses to monitor diseases.
  • Collected, labeled and stored laboratory specimens properly prior to testing.
  • Contacted medical facilities to schedule patients for admission.
  • Coordinated patient referrals to appropriate medical facilities and practitioners.
  • Organized continuing education opportunities for staff members related to their respective roles.
  • Maintained detailed records of patient progress and outcomes.
  • Developed and implemented clinical policies and procedures to ensure compliance with regulatory standards.
  • Provided guidance and support to team members regarding clinical best practices.
  • Developed innovative solutions to improve workflow processes within the clinic setting.
  • Collaborated with healthcare professionals to develop treatment plans for patients.
  • Performed regular audits of medical records for accuracy and completeness.
  • Collaborated with other departments to coordinate patient care services.
  • Identified areas requiring improvement or modification based on changes in industry standards or trends.
  • Conducted patient assessments to evaluate needs and develop individualized plans of care.
  • Developed and implemented clinical protocols to ensure compliance with healthcare regulations.

Premise Health

Medical Assistant
Smyrna, Tennessee
10.2013 - 11.2016
  • Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
  • Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
  • Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
  • Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Collected samples from patients for laboratory testing purposes.
  • Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
  • Provided assistance to medical staff in performing minor surgical procedures.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
  • Registered new patients into practice management software program accurately entering demographic information.
  • Organized patient charts before each day's clinic sessions began.
  • Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Administered injections, medications and treatments as directed by the physician.
  • Documented notes during patient visits.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Responded to patient callbacks and phone-in prescription refill requests.
  • Organized charts, documents and supplies to maintain team productivity.
  • Changed dressings on wounds to prevent infection and check for healing.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Administered medications under physician's supervision.
  • Conducted routine laboratory tests and sample analyses to monitor diseases.
  • Prepared treatment rooms for patient examinations.
  • Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
  • Processed orders for medical supplies and lab equipment.

Medical Assistant

Womens Medical Associates
Nashville, Tennessee
09.2008 - 10.2013
  • Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Collected samples from patients for laboratory testing purposes.
  • Provided assistance to medical staff in performing minor surgical procedures.
  • Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Registered new patients into practice management software program accurately entering demographic information.
  • Administered injections, medications and treatments as directed by the physician.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Cleaned and maintained medical equipment following procedures and standards.
  • Documented notes during patient visits.
  • Educated patients about medications, procedures and physician's instructions.
  • Incorporated outside records into charts and EHR.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Collected, labeled and stored laboratory specimens properly prior to testing.
  • Changed dressings on wounds to prevent infection and check for healing.
  • Administered medications under physician's supervision.
  • Processed orders for medical supplies and lab equipment.

Medical Assistant

Williamson Medical Center
Franklin, Tennessee
10.2006 - 04.2008
  • Monitored vital signs of hospitalized patients throughout their stay at the hospital or clinic setting.
  • Collected samples from patients for laboratory testing purposes.
  • Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
  • Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
  • Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
  • Prepared laboratory specimens for analysis and organized lab results for review by the physician.
  • Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
  • Provided assistance to medical staff in performing minor surgical procedures.
  • Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
  • Administered injections, medications and treatments as directed by the physician.
  • Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
  • Discontinued IV's and Catheters
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Measured vital signs and took medical histories to prepare patients for examination.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Changed dressings on wounds to prevent infection and check for healing.
  • Administered medications under physician's supervision.
  • Perform wound care, splinting, and casting.
  • Perform CPR and Post Trama Care

Certified Nursing Assistant, Mental Health Aid

Tennessee Christian Medical Center
Madison, Tennessee
12.2000 - 04.2001
  • Assisted patients with activities of daily living such as bathing, grooming, and dressing.
  • Provided comfort measures such as back rubs and positioning pillows for added comfort.
  • Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
  • Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
  • Took temperature readings orally or rectally as instructed by the RN or MD.
  • Monitored vital signs including blood pressure, pulse rate, respiration rate.
  • Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
  • Transported patients to treatment units, using wheelchair or stretcher.
  • Observed patients for any changes in their physical or mental condition.
  • Assisted with admission procedures such as gathering personal data from the patient's chart.
  • Reported changes in patient condition to registered nurse or physician.
  • Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
  • Collected specimens for testing purposes upon request from physicians or nurses.
  • Administered medications as directed by registered nurse or physician.
  • Collected specimens, monitored vitals, and maximized patient comfort to maintain optimal environment.
  • Collected specimens from patients for laboratory testing purposes.
  • Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.

Education

Associate of Applied Science - Clinical And Administrative Medical Assisting

National College of Business And Technology
Nashville, TN
05-2006

Skills

  • Emergency and Procedural Care
  • Clinical and Back Office Support and Training
  • Proficient in Medication Administration
  • Proficient in Phlebotomy/Venipuncture
  • Proficient in Pre and Post Traumatic, Urgent, and Surgical Care
  • Standard Operating Procedures
  • Proficient in E-Clinical Works, Greenway, Paradigm, Velocidoc, Kronos, Escreen
  • Drug and Breath Alcohol Screening

Certification

  • CPR Certified

Affiliations

  • President of Employee Engagement Committee
  • Board Member of ATU Mentorship Program

Timeline

Operations Supervisor

Davidson Transit Authority- WeGo Public Transit
05.2024 - Current

Clinic Manager II, Training Development Leader

HCA Carenow Urgent Care
12.2021 - 12.2024

Medical Assistant, Clinical Preceptor

HCA Carenow Urgent
02.2019 - 12.2021

Medical Assistant, Clinical Coordinator

The Surgical Clinic
01.2017 - 02.2019

Premise Health

Medical Assistant
10.2013 - 11.2016

Medical Assistant

Womens Medical Associates
09.2008 - 10.2013

Medical Assistant

Williamson Medical Center
10.2006 - 04.2008

Certified Nursing Assistant, Mental Health Aid

Tennessee Christian Medical Center
12.2000 - 04.2001

Associate of Applied Science - Clinical And Administrative Medical Assisting

National College of Business And Technology

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Andrea Gooch