BRITTANY COOK
Summary
Compassionate and solutions-oriented healthcare professional with extensive experience in managing fast-paced multi-specialty offices, ensuring exceptional patient care and operational efficiency. Demonstrated success in optimizing healthcare operations and improving patient satisfaction. Seeking to leverage expertise in a medical organization committed to delivering superior patient outcomes.
Overview
20
20
years of professional experience
Work History
Practice Administrative Lead
Yale New Haven Health Northeast Medical Group
North Haven, CT
06.2023 - Current
- Manage clinician template modifications for Internal Medicine and Walk-in Departments.
- Collaborate closely with the Practice Supervisor to maintain efficient daily operations.
- Successfully implemented a scheduling system to improve PTO tracking, coverage, and shift assignments.
- Enhance operational efficiency through process improvements and cross-training initiatives.
- Process incoming billing invoices, and create purchase orders in accordance with company policy.
- Deposit reconciliation and settling cash drawers for Internal Medicine and Walk-in Departments.
- Order stationery items and business cards.
- Collaborate with management and recruitment to coordinate interviews with potential clinician candidates.
- Create onboarding schedules for new clinicians.
- Schedule all staff and clinician meetings, and assume responsibility for taking notes and sending out thorough minutes.
- Provide support to administrative and clinical staff.
- Lead daily huddles with the support staff.
- Create a monthly in-basket coverage plan for clinicians.
- Managing walk-in clinician schedules in QGenda.
- Provide administrative coverage as necessary.
- Coordinate and successfully organize a wide variety of activities to incorporate, improve, and ensure employee engagement.
- Submit and complete service request tickets to ensure that all practice concerns are resolved within acceptable levels of service.
- Effectively lead and motivate teams with diverse skills and backgrounds, while providing constructive on-the-job feedback and coaching to team members.
Front Office Team Lead
Sarasota Memorial Hospital First Physicians Group
Sarasota, FL
10.2019 - 02.2023
- Oversee the office between managers.
- Collaborate closely with trauma surgeons to ensure accurate surgery scheduling and coding.
- Obtain prior authorizations for surgery, in-office procedures, and advanced imaging.
- Collaborate with the hospital admitting managers and ED personnel to coordinate direct-admit patients from ambulatory sites to the hospital.
- Monitor all Patient Relations Representative duties such as check-in, check-out, collecting copays, verifying insurance eligibility, providing instruction to patients, triaging phone calls, ensuring HIPAA compliance, responding to the patient portal, etc.
- Train and mentor new staff.
- Pay incoming billing invoices.
- Provide check-in coverage as necessary, including pleasantly greeting patients, distributing necessary paperwork, scanning documentation, collecting copays, explaining copays, and answering questions regarding benefits.
- Provide call center coverage as necessary, including answering a multi-line phone system, taking accurate messages for clinical staff, and ensuring HIPAA compliance.
- Provide check-out coverage as necessary, including scheduling post-op appointments, in-office procedures, and printing and providing patients with the necessary documentation.
- Manage daily close reports, and coordinate deposit pick-up.
- Edit payroll entries accurately.
- Act as a liaison between the physician, patient, rehab facilities, and insurance companies.
- Collaborate with law offices and physicians to schedule depositions as necessary.
- Manage providers' schedules and changes with poise and professionalism.
- Work closely with upper management and clinical staff to ensure patient quality, satisfaction, and productive workflow.
Patient Service Representative
Health First Outpatient Rehabilitation
Melbourne, FL
10.2016 - 07.2019
- Accurately recorded patient information into the system, including insurance and health records.
- Scanned documentation, collected copays, and explained patient benefits.
- Managed a multi-line phone system independently, relaying messages to clinical staff.
- Handled the organization of schedules, chart preparation, and charge entry efficiently.
- Handled scheduling, printing, and documentation tasks.
- Assisted with processing new patient referrals efficiently.
- Executed tasks with efficiency and expertise, fostering a genuine and caring environment for patients.
- Collaborated with upper management, clinical staff, and various departments to maintain high patient satisfaction and quality.
- Coordinated equipment repair services, and managed medical and clerical supply maintenance.
- Monitored and documented daily clinic productivity reports.
- Achieved high efficiency in workflows with independent effort.
Service BDC Team Leader
Advantage Hyundai
Hicksville, NY
07.2010 - 07.2016
- Supervised the efforts of five diverse team members, monitored their performance, identified areas for improvement, and conveyed plans to the staff.
- Enhanced staff efficiency via training and mentorship of new cashiers, customer care managers, and call center representatives.
- Cultivated and sustained productive relationships with staff and customers.
- Collaborated with accounting to obtain accurate payments from warranty providers.
- Collaborated with management to create, execute, and oversee procedures that enhance customer retention and satisfaction.
- Procured stationary supplies and business cards.
- Processed employee timecards for approval.
- Directed supervision of maintenance, logs, and tracking for courtesy vehicles.
Bartender
Sick Moon Saloon
Bethpage, NY
01.2009 - 03.2012
- Prepare and serve alcoholic and non-alcoholic beverages, following established recipes and customer preferences.
- Provide exceptional customer service by engaging with patrons, taking orders, and ensuring a welcoming environment.
- Maintain a clean and organized bar area, adhering to all health, safety, and sanitation regulations.
- Manage inventory, including restocking supplies, ordering ingredients, and tracking usage to reduce waste.
- Operate cash registers and point-of-sale systems, handling cash and credit card transactions.
- Upsell beverages and menu items to maximize revenue and enhance the guest experience.
- Resolve customer inquiries or complaints promptly and professionally to ensure satisfaction.
- Collaborate with team members to create an efficient workflow during high-traffic periods.
- Monitor and enforce responsible alcohol service by checking IDs and observing consumption levels.
- Strong communication and interpersonal skills.
- Exhibited problem-solving skills in high-pressure scenarios.
Medical Office Assistant
Island Neurological Associates
Plainview, NY
06.2006 - 07.2010
- Arranged coordinated interactions between pharmaceutical reps and doctors during luncheons.
- Maintained accurate records for patient charts.
- Scanned documents to facilitate paperless transition.
- Ensured proper disposal of expired samples.
- Confirmed patient appointments.
- Welcomed patients with a professional and friendly demeanor.
- Ensured the waiting room remained tidy and organized.
- Ensured consistent maintenance of patient privacy.
Retail Sales Associate
Town And Country Tuxedos
Wantagh, NY
10.2004 - 06.2006
- Recommended suitable merchandise respectfully.
- Processed customer purchases, managed merchandise bagging.
- Engaged with customers to pinpoint precise product requirements.
- Applied discounts, collected payment, and issued receipts.
- Collaborated with remote sites to source items for customers.
- Calculated measurements for specific parts to ensure proper tailoring.
- Assisted managers with store organization and creating attractive product displays.
- Promoted positivity in the workplace, contributing to a supportive culture.
Education
Associates of Liberal Arts -
Nassau Community College
2008
Skills
- Leadership
- Scheduling and calendar management
- Workflow optimization
- Patient intake and registration
- Customer service and call center expertise
- Clear and professional verbal and written communication
- Patient satisfaction initiatives
- Payroll and budgeting
- Healthcare policy compliance
- Staff training and development
- Establishing and maintaining professional relationships
- Persuasive communication skills
- Organizational skills
- Problem solving skills
Skills
Technological Skills: EHR/EMR systems (Epic, Intergy, AllScripts), Microsoft Office Suite (Word, Excel, PowerPoint), Prior Authorizations (EviCore, Navinet, insurance company portals, etc.)
Interpersonal Skills: Fully engages in conversations to ensure mutual understanding. Exhibits resilience and adaptability by managing daily operations in a high pressure multi specialty department. Implementing new workflows to improve team efficiency, demonstrating strong critical thinking and time management skills. Proficient working as a team or individually.
Timeline
Practice Administrative Lead
Yale New Haven Health Northeast Medical Group
06.2023 - Current
Front Office Team Lead
Sarasota Memorial Hospital First Physicians Group
10.2019 - 02.2023
Patient Service Representative
Health First Outpatient Rehabilitation
10.2016 - 07.2019
Service BDC Team Leader
Advantage Hyundai
07.2010 - 07.2016
Bartender
Sick Moon Saloon
01.2009 - 03.2012
Medical Office Assistant
Island Neurological Associates
06.2006 - 07.2010
Retail Sales Associate
Town And Country Tuxedos
10.2004 - 06.2006
Associates of Liberal Arts -
Nassau Community College