Charlene Ho
Baltimore,MD
Summary
Highly skilled and enthusiastic professional with more than 10 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
14
14
years of professional experience
Work History
Director of Clinical Administration
ECPI University
Manassas, VA
03.2022 - Current
- Maintains clinical rosters and corresponding affiliation agreements
- Maintains student clinical hours for three nursing programs (BSN, ADN, and LPN)
- Interviews and trains new employees and provide ongoing individual training to maintain staff accountability
- Establishes work procedures or schedules and keep track of the daily work of clerical staff
- Develops QR codes for student clinical attendances at clinical sites
- Monitors clinical affiliation agreements for currency and site requirements
- Plans and coordinates events to ensure staffing and locations were accurately accommodated
- Conducts regular meetings with the Directors of Nursing and the Campus President to plan for student’s clinical site needs, scheduling of sites, and student assignments
- Develops clinical rotation schedules that align with the course objectives and faculty qualifications
- Develops relationships and function as a liaison between the University and the clinical sites
- Administers and/or coordinates and maintains documentation for site specific paperwork and training for students and faculty
- Conducts scheduled and unscheduled visits on weekdays, evenings, and weekends at clinical sites with the Directors of Nursing for evaluation of clinical sites and adherence to policies and procedures
- Monitors student Clinical Evaluation Tools and Competency Skills Assessments for completion
- Proctors students during exams if needed
- Maintains list of site contacts, student and faculty requirements, and orientation procedures
- Maintains integrity of medical records and other administrative and operational data
Senior Administrative Assistant
Medstar Washington Hospital Center
Washington, DC
01.2022 - 03.2022
- Immediate assistance to Head Medical Director/, , and Director of operations
- Used word processing, spreadsheet, database, or presentation software to create invoices, reports, memoranda, letters, financial statements, and other documents
- Assisted physicians in their scheduling and patient documents
- Maintained personal schedule, professional calendar and individual appointments for senior staff members
- Partnered with the office administrator to develop and prepare the billing implementation plan
- Ensured continual adherence to company policies associated with record establishment, maintenance, and confidentiality
- Managed phone calls٫ schedule appointments and organize calendars
- Assisted senior managers and executives with their daily organizational tasks
- Assisted patients from the Oncology Specialty Center, Women's Gynecology Center, Medical Oncology, and Medical Hematology
- Assisted with many front office duties such as multiple line phones, co-pay collection, posting charges and payments, scheduling appointments, data entry, and filing charts
- Scheduled meetings and events based on staff members' availability
- Produced information by transcribing, formatting, inputting, editing, retrieving, copying and transmitting text, data and graphics
- Processed a variety of documents, forms and files;
- Prepared memorandums outlining and explaining administrative procedures and policies to supervisory workers;
- Set up and administered office files; arrange meetings and conferences; answer mail and scheduled client meetings;
- Gathered patient information with accuracy for office database/billing purpose;
- Accurately organized and maintained filing system for managing patient information.
- Wrote and prepared deliberate agendas for company meetings.
Medical Office Assistant
Medstar Washington Hospital Center
Washington, DC
12.2020 - 01.2022
- Assisted patients from the Oncology Specialty Center and Women's Gynecology Center
- Assisted with many front office duties such as multiple line phones, co-pay collection, posting charges and payments, scheduling appointments, data entry, and filing charts
- Wide range knowledge of Medical Insurance and policies, Medical Billing and Coding
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Scheduled appointments, answer phone calls, and verify insurance
- Set up and administered office files; arrange meetings and conferences
- Answered mail and take minutes or during scheduled client meetings
- Worked with a team of medical assistants and front office personnel to provide professional care for 40-60 patients a day
- Greeted visitors, ascertained purpose of visit, and directed them to appropriate staff
- Organized follow up procedures, referrals and surgeries
- Gathered patient information with accuracy for office database/billing purpose
- Obtained authorizations and pre-certifications for patients for office visit, surgeries, and hospital procedures
- Collected Co-pays and insurance data to ensure full and proper payment
- Accurately organized and maintained filing system for managing patient information
- Adhered to strict HIPAA guidelines to protect patient privacy
- Coordinated patient scheduling, check-in, check-out and payments for billing
Office Manager
Dr. Benson Yu
Fairfax, VA
07.2011 - 08.2020
- Created, maintained, and updated the clinician’s schedules according to authorizations and patient needs
- Conducted and administered fiscal operations, including accounting, planning budgets, authorizing expenditures, establishing rates for services, and coordinating financial reporting
- Evaluated employee records and productivity to complete employee evaluations
- Developed standard operating procedures for all administrative employees
- Arranged corporate and office conferences for company employees and guests
- Oversaw financial aspects of healthcare, including medical billing, budgeting as well as processing, and submitting health insurance claims
- Managed established work procedures for the healthcare staff as well as implemented new policies and procedures in the front office department
- Assisted in ordering and maintaining operation of medical equipment and tools as well as arranged for repairs as required
- Worked collaboratively with office management team to analyze administrative and operational functions as well as develop and implement appropriate changes and system improvements
- Managed receivable and payable accounts and maintained financial records
- Opened and closed office in accordance to operational hours
- Managed front office staff and delegating duties
- Scheduled patient appointments
- Distributed mail and faxes
- Prepared exam rooms for patient care
- Facilitated use of diagnostic equipment
- Created and updated electronic medical records
- Ensured availability of patient information
- Maintained departmental files, to include pulling files, assembling forms prior to appointment, and filing returned diagnostic reports
- Documented pertinent patient information, nursing procedures and patient responses, following established guidelines and maintaining patient confidentiality
- Explained purpose and process of examinations, tests and medical procedures to patients
- Provided information to patients on general health and basic self-care procedures
- Sterilized instruments and equipment
- Maintained unit patient care supplies
- Ensured timely flow of patients and assists physicians and nurses to provide optimal care to patients and families
- Documented patient's chief complaint and reason for visit, allergies, and current medications in the chart for review by provide
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Coached new hires on company processes while managing employees to achieve maximum production
Salon Manager
Tropical Nails and Spa
Waldorf, MD
12.2015 - 03.2020
- Oversaw daily salon operations and performed general salon tasks
- Strengthened tracking of information by creating systems for organizing appointments, records and reports
- Worked to continuously increase salon business through effective sales, service and operations policies
- Oversaw salon employee performance, facility cleanliness and sales
- Hired and trained beauticians
- Worked to establish and implement strategic marketing plans designed to capitalize on market opportunities and achieve growth
- Maintained general appointment calendar and set shift schedules
- Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies
- Assessed competition and determined business and marketing plans to be implemented
- Procured nail supplies and equipment
- Monitored financial accounts
- Managed digital communications and social media
- Ensured customer satisfaction
- Addressed customers' questions
- Marketed shop products and services
- Assisted with the production of departmental materials including, but not limited to brochures, presentation materials and advertisements
Marketing Manager
University of Northern Virginia
Annandale, VA
12.2015 - 06.2019
- Utilized market trends and target audience statistics to effectively and appropriately market products
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals
- Directed the recruiting, training, and performance evaluation of marketing and sales professionals
- Ensured the sale and profitability of products, lines, or services by projecting sales and monitoring market trends
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs
- Managed workflow between staff, coordinating documents, planning and creative material distribution
- Briefed senior executives on monthly projections, product launches and other marketing plans
- Successfully project managed numerous multi-lingual direct mail and email campaigns simultaneously
- Worked with shareholders to make a comprehensive dashboard forecasting future earnings and highlighting how current client relationships are performing based on Sales analytics
- Coordinated or engaged in promotional events or trade fairs with developers, advertisers, or production managers to sell products or services
- Conducted economic or commercial surveys to locate new markets
- Started or analyzed market research studies
- Designed and implemented course assortment plans for country specific accounts
- Devised the strategies used to drive web traffic to company web site and implement those strategies across web, email and social media channels
- Conducted market research and intelligence to inform marketing tactics
- Determined profitability and viability of product enhancements and new products
- Monitored sales trends and generated detailed reports for department heads
- Managed all aspects of the advertising, marketing, promotional activities for the online business including banner advertisements, email promotions and search engine via Google Ads
- Developed and monitored content for company website; worked with strategic alliances to verify that the firm's information was correct
- Coordinated all employee events, community involvement events, press releases, and marketing campaigns
- Managed and built presence on social media platforms
- Developed partnerships & relationships with third parties to meet strategic objectives
- Developed a marketing team to implement strategy & delivering on objectives
- Analyzed, highlighted, and reported potential areas of business improvements related to financial and key operational processes to company management
Marketing Manager
Resilience Tech
Annandale, VA
01.2014 - 09.2016
- Led the company on strategy, content, and creative initiatives for fully-integrated marketing communications
- Supervised marketing specialists for the company and introduced marketing strategies
- Created pricing strategies that balance company goals and customer happiness
- Transformed corporate website and social media platforms to better engage customers and promote sales
- Generated reports detailing campaign performance, customer engagement and engagement trends
- Implemented creative partnership building, event sponsorship, activation platforms and consumer experience design
- Developed network of related professionals to open up business opportunities
- Submitted professional proposals and project scopes in response to Requests for Proposals
- Developed marketing strategies to further company’s name
- Drafted and managed print, online and social media communications to promote company brand, image and values
- Enhanced marketing exposure through effective website content management and direct correspondence with potential clients
- Designed marketing materials specific to client goals
- Developed productive relationships with field sales and marketing teams
- Prepared client reports showing marketing results
- Established and maintained relationships with vendors
- Provided administrative support including phone coverage, calendars of multiple team members, and coordinate/plan meetings and conference calls, which may involve numerous time zones
- Reviewed work of corporate action associates, checking for completeness and accuracy, before approving items for further processing
- Maintained corporate action information databases to ensure information is entered and distributed to internal and external partners in a timely and accurate manner
- Responsible for gathering and compiling information for various weekly and monthly meetings
- Researched and resolved custodian and internal client inquiries
- Effectively communicated with internal and external partners
- Designed and managed marketing designs
Salon Manager
Euro Nails
Harrisburg, PA
08.2013 - 12.2015
- Worked to establish and implement strategic marketing plans designed to capitalize on market opportunities and achieve growth
- Oversaw salon employee performance, facility cleanliness and sales
- Coached and trained employees to optimize performance and achieve demanding business objectives
- Maximized business efficiency by completing thorough and accurate daily management tasks such as overseeing registers, organizing inventory and delegating tasks
- Built business through commitment to excellent customer service, resulting in customer loyalty and retention
- Managed cash flow, business transactions, banking and accounting processes
- Handled employee scheduling and coverage needs during business hours
- Assessed competition and determined business and marketing plans to be implemented
- Monitored cleaning methods and chemicals used to verify beauticians adhered to hygiene and safety practices
- Ordered beauty products and beauty equipment and maintained inventory
- Oversaw daily salon operations and performed general salon tasks
- Responsible for day to day operational activities associated with a nail salon
- Strategically involved in new customer outreach efforts
- Prepared the store for daily opening and closing
- Greeted customers and managed appointments schedule
- Created marketing strategies, promotional plans, and advertisements
Education
Master of Business Administration - Marketing
University of Northern Virginia
Annandale, VA06.2016
Bachelor of Business Administration - Business Management
University of Northern Virginia
Annandale, VA06.2013
Skills
- Microsoft Office (Word, PowerPoint, and Excel)
- Policy and Program Development
- Employee Training Program
- Operational Records Maintenance
- Administrative Staff Supervision
- Patient Data Management Systems
- Nursing Operations Management
- Electronic Document Management System
- Medical and Clinical Supervision
- Financial Operations Oversight
- Operating Plans Development
- Quality Improvement Activities
Languages
English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual
Spanish
Professional Working
Vietnamese
Limited Working
Timeline
Director of Clinical Administration
ECPI University
03.2022 - Current
Senior Administrative Assistant
Medstar Washington Hospital Center
01.2022 - 03.2022
Medical Office Assistant
Medstar Washington Hospital Center
12.2020 - 01.2022
Salon Manager
Tropical Nails and Spa
12.2015 - 03.2020
Marketing Manager
University of Northern Virginia
12.2015 - 06.2019
Marketing Manager
Resilience Tech
01.2014 - 09.2016
Salon Manager
Euro Nails
08.2013 - 12.2015
Office Manager
Dr. Benson Yu
07.2011 - 08.2020
Master of Business Administration - Marketing
University of Northern Virginia
Bachelor of Business Administration - Business Management
University of Northern Virginia