Brittany Giwa
Middletown,DE
Summary
Talented Operations Coordinator successful at supervising and directing daily efforts of project teams and developing effective work procedures and processes. Results-oriented and organized with extensive experience working in fast-paced environments to consistently meet operational targets. Highly-qualified Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.
Overview
9
9
years of professional experience
Work History
Surgical Services, Operations Coordinator
CHRISTIANA CARE
05.2022 - Current
- Acts as a liaison between the Department of Surgery, attending physicians, surgical faculty members, administrators, and outside healthcare institutions
- Assisted with the organization and execution of operational processes.
- Maintained accurate records of all operational activities.
- Resolved customer service issues in a timely manner.
- Ensured compliance with organizational policies, regulations, and standards.
- Managed communications between departments to ensure efficient operations.
- Organized meetings, conferences, and other events related to operations.
- Liaised between customers and management to ensure smooth operations delivery.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- Collaborated with subordinate managers to assess needs and optimize activities.
- Developed relationships and partnerships with business leaders.
Senior Office Assistant
CHRISTIANA CARE
07.2022 - 07.2023
- Maintain 2 surgeons’ calendars and schedules (meetings, vacations, surgeries, etc.)
- Assist with the training and overseeing the duties of office staff
- Responsible for inventory management
- Provided administrative support to senior management team members.
- Monitored calendars and scheduled appointments based on availability and established load limits.
Office Assistant
CHRISTIANA CARE
05.2022 - 07.2022
- Greet and interact with patients to collect required information
- Verifies insurance coverage and coordinates referrals
- Schedule appointments with awareness of insurance, location, and provider
- Coordinated office activities to streamline operations and promote compliance with organizational policies.
Patient Access
NEMOURS CHILDRENS HEALTH
09.2021 - 05.2022
- Communicates with patients/providers to ensure accurate, prompt and courteous service
- Addresses any customer’s questions and any lodged complaints
- Ensure all insurance and copays are handled correctly
- Verified patient insurance information and processed payments.
- Applied HIPAA privacy and security regulations while handling patient information.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
Insurance Verification Specialist
AKUMIN IMAGING
07.2019 - 05.2022
- Verify all insurance and billing information is correct
- Collect current money due and old balances/copays/deductibles
- Communicate with law offices to collect on “LOP” accounts
Clinic Supervisor
AKUMIN IMAGING
03.2021 - 02.2022
- Manage a team of three patient coordinators and five technicians
- Handle all payroll, bank deposits, and radiology report tracking
- Meet strict goals for patient volume and collections at the clinic
- Hire talented, hardworking employees to help grow our center
- Directed daily operations of clinic, including scheduling appointments, assigning tasks to staff members, and ensuring compliance with regulations.
- Evaluated applications submitted by prospective employees during the hiring process.
- Participated in regular meetings with senior leadership team members to discuss progress towards organizational goals.
Patient Coordinator
AKUMIN IMAGING
07.2018 - 07.2019
- Schedule and screen patients for MRI exams
- Handle all medical subpoena requests
- Check in all arriving patients
- Collect current money due and old balances/copays/deductibles
Principal Customer Service Associate
CAPITAL ONE
Wilmington, DE
11.2016 - 03.2018
- Fielded all call types in the Retail Bank contact center; identified not only as a peer mentor but looked to as a content SME and handled manager escalations
- Through role designation, coached and managed associates at the Coordinator and Senior Coordinator levels through call listening sessions, quality reviews and one on one coaching; ensured associates were delivering great customer service experiences and designed coaching plans to ensure business directed KPIs were met
- Demonstrated exceptional communication, leadership, and classroom management through experiences as a certified adjunct Facilitator for the Learning and Development of the team
- Provided information about products and services available to customers.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Senior Customer Service Associate
CAPITAL ONE
Wilmington, DE
10.2015 - 11.2016
- Researched and resolved customer complaints
- Identified and reported potential fraud
- Provided procedure support for branch bankers
- Assisted customers with all lending accounts such as LOC, HE, Credit Cards, etc.
Customer Service Associate
CAPITAL ONE
Wilmington, DE
11.2014 - 10.2015
- Successfully answered calls and informed customers about products and services, while delivering exceptional customer service
- Captured customer feedback and concerns; documented and escalated through the proper channels
Education
Associate Degree in Healthcare Administration -
Del Tech Community
Skills
- Conflict Mediation
- Quality assurance and control
- Project Scheduling
- Administrative management abilities
- Training Management
- Customer Invoicing
- Employee database management
- Project Management
- Performance monitoring
- Customer Relations
- Staff Supervision
- Customer Relationship Management
- Scheduling Coordination
- Team Training
- Compliance Management
Timeline
Senior Office Assistant
CHRISTIANA CARE
07.2022 - 07.2023
Surgical Services, Operations Coordinator
CHRISTIANA CARE
05.2022 - Current
Office Assistant
CHRISTIANA CARE
05.2022 - 07.2022
Patient Access
NEMOURS CHILDRENS HEALTH
09.2021 - 05.2022
Clinic Supervisor
AKUMIN IMAGING
03.2021 - 02.2022
Insurance Verification Specialist
AKUMIN IMAGING
07.2019 - 05.2022
Patient Coordinator
AKUMIN IMAGING
07.2018 - 07.2019
Principal Customer Service Associate
CAPITAL ONE
11.2016 - 03.2018
Senior Customer Service Associate
CAPITAL ONE
10.2015 - 11.2016
Customer Service Associate
CAPITAL ONE
11.2014 - 10.2015
Associate Degree in Healthcare Administration -
Del Tech Community
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