April Haynes
Healthcare Professional
Bogart,Georgia
Summary
Self-motivated Healthcare Professional who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in multiple healthcare environments, customer service management and team leadership. Willingness to take on added responsibilities to meet team goals, while assisting to help team achieve company goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Healthcare Navigator/Call Center Operations Manager
Self Employed Services
06.2020 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Interpreted management directives to define and document administrative staff processes.
- Developed quality employees within call center to take over leadership positions.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Effectively managed assigned cases, collecting and documenting details.
- Delivered effective onboarding and training to new and existing employees and cross-trained staff members in other job roles to maximize coverage.
- Conducted performance reviews for Care Navigators to reduce resolution times and improve customer satisfaction ratings.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
Patient Experience Rep./Certified Medical Assistant
Piedmont Athens Regional Medical Center
12.2016 - 12.2019
- Worked as a liaison between patients, their families and staff members to assure quality care and strive for patient excellence while providing emotional support as needed.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Collected vital signs, medication reconciliation, diagnostic testing and any prep necessary for a provider to provide quality care for our patients.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Supported patient admissions, discharges and transfers to promote team productivity.
- Facilitated communication between patients and various departments and staff.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Back Office Supervisor
Sunshine Pediatrics
05.2010 - 11.2016
- Supervised all duties in the clinical back office setting such as nurse triage, chart preparation, taking vital signs, venipuncture, in office procedures and labs, vaccine administration/ordering/coordinating, medical office supply ordering and providing overall quality patient care
- Conducted medication prior authorizations, prescriptions call ins, referrals, patient forms and retrieving patient lab results
- Prepared schedule for back-office tasks and employees' daily functions.
- Developed and implemented office policies by setting up procedures and standards to guide operation of office.
- Hired, trained and on-boarded new team members and conducted yearly performance evaluations.
Clinical Manager
WeightLoss MD/ LabTest MD
01.2009 - 05.2010
- Conducted the daily operations of 3 clinics; such as reconciliation of weekly books, ordering of sufficient medication and supplies by incorporating and monitoring a strong employee schedule.
- Administered and documented patient medications and vital signs, with the ability to detect any abnormalities.
- Developed, implemented, revised and evaluated policies and procedures.
- Daily operation of EMR system, online bookkeeping and laboratory systems
- Administration of numerous injections, venipuncture draws and meal plans while providing quality, accurate patient care and counseling.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Oversaw overall operation of nursing services and patient care.
- Identified opportunities to improve clinical practices, devised strategies and implemented plans to increase patient care standards and enhance operational procedures.
- Maintained clinic's records and files, utilizing proper techniques to keep patient data confidential.
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Communicated with patients, asked appropriate questions and employed active listening to determine best care.
Education
Certified Medial Assistant - Medical Assisting & Administration
Georgia Medical Institute
Atlanta, GA04.2004
Skills
- Workflow Processes
- Project Planning
- Best Practices and Standards
- Basic Medical Terminology
- Effective Customer Communication
- Client Satisfaction
- Managing Operations and Efficiency
- Team Goals
- Customer Care
- Team-Building Exercises
- Strategic Decision-Making
- Customer Experience
- Operational Standards
- Maintaining Clean Work Areas
- Call Center Software
- Employee Engagement
- Process Updates
- Employee Motivation
- Special Assignments
- Workflow Schedules
- Customer Needs Assessments
- Motivational Leadership
- Operational Efficiency
- Employee Performance Evaluations
- Key Performance Indicators (KPIs)
- Morale Improvements
- Keyboard Entry
- Compliance Requirements
- Reading Comprehension
- Efficient Service
- Member Services
- Information Updates
Certification
- CMA - Certified Medical Assistant
- BLS - Basic Life Support
Hobbies
I am a competitive extrovert who truly enjoys time spent with family and friends. I also love sharing experiences with others outside of my circle as I think that's what unties us as human beings. I've increased my faith and overcome a lot of my fears which allows me to enjoy travel and culture in my free time. I just love living life like it's Golden without regrets.
Timeline
Sr. Healthcare Navigator/Call Center Operations Manager
Self Employed Services
06.2020 - Current
Patient Experience Rep./Certified Medical Assistant
Piedmont Athens Regional Medical Center
12.2016 - 12.2019
Back Office Supervisor
Sunshine Pediatrics
05.2010 - 11.2016
Clinical Manager
WeightLoss MD/ LabTest MD
01.2009 - 05.2010
Certified Medial Assistant - Medical Assisting & Administration
Georgia Medical Institute
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Similar Profiles
MARÍA ELÍZABETH FREIREMARÍA ELÍZABETH FREIRE
Entrepreneur at Self Employed ServicesEntrepreneur at Self Employed Services
Gary LimGary Lim
Professional Stock Trader at Self Employed ServicesProfessional Stock Trader at Self Employed Services
Travon DelgadoTravon Delgado
Mobile Barber at Self Employed ServicesMobile Barber at Self Employed Services
Jaylen DoddJaylen Dodd
Cable Lineman Helper at Self Employed ServicesCable Lineman Helper at Self Employed Services
Nicholas LaDartNicholas LaDart
Director of Digital Product/Growth Marketing at Weezie TowelsDirector of Digital Product/Growth Marketing at Weezie Towels