Anna Smith
Canal Winchester,OH
Summary
Goal-oriented Operations Director with 19-year history streamlining procedures to optimize productivity and revenue. Well-organized and proactive with hands-on and resourceful style. Knowledgeable about recruitment, and regulatory compliance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Director
BrightView Health
05.2021 - Current
- Ensuring that best practices are followed, making sure the facility is in compliance with the pharmacy board making staff schedules, and ordering medical and office supplies.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Implemented cutting-edge technologies to optimize workflow efficiency and enhance overall operational performance.
- Mentored staff members, providing guidance and support that led to enhanced professional development and increased job satisfaction.
- Established a culture of continuous improvement, empowering employees to identify areas for optimization and implement innovative solutions.
- Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Conducted performance evaluations and provided constructive feedback to team members, promoting professional growth and development.
- Cultivated a high-performance work environment by setting clear expectations and fostering open communication among employees.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Managed payroll processes by collecting staff time sheets, checking accuracy, correcting hours, tracking in database and approving routing.
Patient Access Lead
Nationwide Children's Hospital
11.2014 - 05.2021
- Supervising and coaching registration staff, training new employees while refreshing current employees, making sure we are properly staffed to ensure the patient and family's needs are taken care of, answering phones and directing calls to the appropriate locations, scheduling follow up appointments, running time sensitive reports, interacting with leads from other areas to ensure that all staff is working properly together, addressing and resolving any patient complaints, verifying insurance coverage and collecting copay's, providing financial applications
- Verified completeness and accuracy of patients' information for documentation in EMR system
- Received and processed visitors' complaints to help improve hospital services
- Screened calls from patients and loved ones to help callers reach correct extensions
- Resolved issues that could affect care progression by ensuring the flow of information and solving problems
- Identified insurance payer sources and verified insurance coverage
- Provided front desk support and customer service satisfaction to patients, with courtesy, respect, and professionalism
- Attended on-going training and professional development courses to become aware of new developments in healthcare.
- Enhanced patient satisfaction by streamlining registration processes and ensuring timely appointments.
- Reduced wait times for patients through efficient scheduling and coordination with clinical staff.
Registration Specialist
Riverside Hospital
08.2013 - 11.2014
- Collecting demographic information for registration purposes, answering and transferring calls to the proper floors, putting surgery packets together for scheduled surgeries, transporting patients to their rooms after registration is complete, rooming patients transferred from other hospitals, collecting copay's and verifying insurance.
Customer Service
Alliance Data
04.2012 - 08.2013
- Answer in-bound calls, authorize credit cards, train new team members as needed, address and resolve customer concerns, run credit reports, set up new computer systems.
Operations Manager
HH Gregg
07.2005 - 04.2012
- Verifying and maintaining inventory levels, hiring and training new employees, processing payroll, managing financial transactions, making bank deposits, handling all customer complaints and providing solutions, checking in inventory trucks on scheduled delivery days, traveling to other stores to perform inventory audits, opening and closing the store
- Taught employees how to resolve problems independently and meet targets through effective training programs
- Empowered employees with conflict management abilities and strategies for retaining dissatisfied customers
- Reversed poor performing store by revising systems, processes, training programs, and personnel
- Drove shrink results through compliance with all guidelines involved with safety, loss prevention, and cash-handling procedures
- Supported back office procedures, including hiring and employment processes.
Education
BACHELORS - BUSINESS MANAGEMENT AND HUMAN RESOURCES
Strayer University
Columbus, OH06.2024
Skills
- Money handling
- Complaint processing
- Call screening
- EMR updating
- Patient registration
- Payment processing
- Prepare reports
- Customer service
- Healthcare system navigation
- Clinical data entry
- Insurance verification
- Investigate complaints
- Microsoft Word, power point and excel
- Epic User
- Inventory Control
- Assignment delegation
- Staff training
- Team building and leadership
- Staff management
- New hire orientation
- Staff hiring and recruitment
- Human resources support
- Administrative assistance
- Orient new employees
- Verifying and maintaining inventory levels
- Hiring and training new employees
- Processing payroll
- Managing financial transactions
- Making bank deposits
- Handling all customer complaints and providing solutions
- Operational Excellence
- Performance Analysis
- Business Management
- Taught employees how to resolve problems independently and meet targets through effective training programs
- Empowered employees with conflict management abilities and strategies for retaining dissatisfied customers
- Reversed poor performing store by revising systems, processes, training programs, and personnel
- Drove shrink results through compliance with all guidelines involved with safety, loss prevention, and cash-handling procedures
- Supported back office procedures, including hiring and employment processes
- Clerical Experience
- Management
- Medical Billing
- Medical Records
- Supervising Experience
- Medical Scheduling
- Medical Terminology
- ICD-10
- Organizational Development
- Maintaining Compliance
Certification
CPR Certified
Timeline
Operations Director
BrightView Health
05.2021 - Current
Patient Access Lead
Nationwide Children's Hospital
11.2014 - 05.2021
Registration Specialist
Riverside Hospital
08.2013 - 11.2014
Customer Service
Alliance Data
04.2012 - 08.2013
Operations Manager
HH Gregg
07.2005 - 04.2012
BACHELORS - BUSINESS MANAGEMENT AND HUMAN RESOURCES
Strayer University