Antoinette Henry
Katy
Summary
Medical Office Professional experienced in patient-focused roles with strong communication skills and a personable demeanor. Delivered improvements in operational efficiency through expertise in medical terminology, billing procedures, and quality assurance coordination. Contributed to enhanced product reliability and reduced errors through effective problem-solving and quality control methodologies.
Overview
11
11
years of professional experience
Work History
Training & QA Coordinator Manager -Remote
Healthcare Outsourcing Network Llc
Golden, CO
05.2020 - Current
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Created and executed customer satisfaction surveys to evaluate and enhance customer service quality.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Collaborated with operations staff to address service issues and enhance client satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Prepared and submitted reports to keep management informed of sales activities and progress.
- Formulated and established customer service policies and procedures to implement best practices and set quality standards.
- Developed and implemented quality assurance protocols to enhance product reliability.
- Conducted thorough inspections and testing procedures to ensure compliance with industry standards.
- Collaborated with cross-functional teams to identify quality improvement opportunities.
- Trained staff on best practices for quality control and assurance methodologies.
- Analyzed defect trends and provided actionable insights to reduce errors in production processes.
- Led root cause analysis initiatives to address recurring quality issues effectively.
- Streamlined documentation processes for quality assurance activities, improving traceability and accountability.
Quality Auditor
Impact Fulfillment Services
Dallas, TX
08.2018 - 05.2020
- Audited clinical trials through review of research protocols and regulations compliance.
- Inspected work areas to identify areas for improvement in safety practices, quality control procedures, and worker actions.
- Inspected raw and in-processed materials to determine quality and any not meeting minimum standards.
- Facilitated quality assurance processes by reviewing production tests and specifications in advance. by approving production tests and specifications in advance and communicating required changes to supervisors.
- Helped maximize output quality by approving production tests and specifications in advance and communicating required changes to supervisors.
- Monitored departmental forms for compliance to submissions rules and guidelines.
- Conducted thorough audits of clinical trials to ensure adherence to research protocols. through review of research protocols and regulations compliance.
- Identified issues of non-compliance and elevated reports to senior personnel.
- Identified non-compliance issues and escalated reports to senior personnel for further action.
EOB Specialist
Workers Comp Claims Recovery Group
Addison, TX
08.2018 - 07.2019
- Drafted appeals and processed denials and reconsiderations to ensure claim resolution
- Recovered monies from all insurance companies that denied a doctor's claim
- Wrote appeals, worked denials, and reconsideration's
- Reviewed EOB's to pull information, services performed, dare of injury, amount paid, deductibles ect.
- Recorded payments accurately in accounting system
- Processed claims for billing purposes using Lytec and Medisoft programs
- Audited using aging reports on over 80 plus accounts monthly
- Processed write-offs for claims that were not paid
- Reviewed EOB's to pull information, services performed, date of injury, amount paid, deductibles etc.
- Led a team of 8 to maintain quality control and productivity
- Interpreted clients' needs and introduced services to fit specific requirements.
Office Manager
Envision Eyecare
Lancaster, TX
12.2015 - 06.2018
- Managed daily office operations, ensuring efficient workflow and resource allocation.
- Implemented scheduling systems to optimize appointment bookings and patient flow.
- Developed office policies to enhance compliance with industry standards and regulations.
- Coordinated team training sessions to improve service delivery and staff performance.
- Oversaw inventory management, maintaining optimal stock levels for office supplies and equipment.
- Streamlined communication channels to enhance collaboration among staff members and departments.
- Led initiatives to improve patient satisfaction scores through enhanced service protocols.
- Analyzed operational processes, identifying areas for improvement and implementing effective solutions.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Implemented comprehensive training program for new hires, improving their integration into the team and productivity.
Education
Medical Administrators Assistance Diploma - Medical Administrations
Ultimate Medical Academy (Online)
Tampa, FL01.2015
Associate of Science - Medical Administration
Ultimate Medical Academy
Clearwater, FL05.2024
Skills
- Corrective action planning
- Medical billing
- Medical Records Management
- Quality Assurance Standards
- Medical transcription
- Process Improvement
- EHR and EMR systems
- Medical laws and ethics
- Customer Service Training
- Customer service
- Client Relationship Management
- Customer support
- Policy implementation
- Database management
- System documentation
- Payment processing
- Client assessment
- Member management
- Client management
- Benefits determination
- Administrative and Office Support
- Claims investigation
- Billing adjustments
- Policy adherence
- Quality management
- Product evaluation
- Product analysis
- Document management
- Project management
- Corrective actions
- Auditing
- Material questionnaires
- Team collaboration
- Employee supervision
- Customer focus
- Interpersonal communication
- Compliance Auditing
- Strong work ethic
- Quality Improvement Actions
- Onboarding Programs
- SQL understanding
- Software testing
- Visual inspection
- Product evaluation
- Financial Consulting
- Benefits determination
- Product analysis
- Leadership
- Critical thinking skills
- Internal auditing
- Document control
- Multitasking
- Customer focus
- Team collaboration
- Operation monitoring
- Team Leadership
- Performance Analysis
Accomplishments
- Supervised team of 16 staff members.
- Documented and resolved production goals which led to entire team of 16 meeting production goals for the 1st time in the company's history.
Timeline
Training & QA Coordinator Manager -Remote
Healthcare Outsourcing Network Llc
05.2020 - Current
Quality Auditor
Impact Fulfillment Services
08.2018 - 05.2020
EOB Specialist
Workers Comp Claims Recovery Group
08.2018 - 07.2019
Office Manager
Envision Eyecare
12.2015 - 06.2018
Medical Administrators Assistance Diploma - Medical Administrations
Ultimate Medical Academy (Online)
Associate of Science - Medical Administration
Ultimate Medical Academy