Summary
Overview
Work History
Education
Skills
Timeline
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Chelsea Small

Chelsea Small

Boise,ID

Summary

Knowledgeable and dedicated professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Small Business Owner

Smalls Bakehouse
08.2021 - Current
  • Designed business plan to define concept, short-term and long-term goals and strategies.
  • Promoted business via social media to generate leads and maximize brand identity.
  • Over 200 online and local sales with multiple repeat customers.
  • Researched trends and current innovations to determine competition and develop competitive pricing points.
  • Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
  • Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
  • Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
  • Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Interacted well with customers to build connections and nurture relationships.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Medical Office Manager

Humboldt Pediatrics
01.2018 - 12.2019
    • Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
    • Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
    • Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
    • Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
    • Addressed and remedied all patient or team member issues.
    • Developed close working relationships with front office and back office staff.
    • Developed policies and procedures for effective practice management.
    • Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
    • Assisted with regulatory issues such as compliance.
    • Created and implemented organizational policies and procedures.
    • Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
    • Managed 4 employees with various personalities and from different cultures for 4-physician practice.
    • Oversaw appointment scheduling and itinerary coordination for practice providers.
    • Coordinated office events and meetings for staff and providers.
    • Identified opportunities to streamline processes and improve office operations and efficiency.
    • Cultivated strong relationships with vendors and partners supporting administrative operations.
    • Improved office operations by automating client correspondence
    • Improved patient satisfaction through application of superior conflict resolution and problem-solving skills.
    • Sanitized, restocked, and organized exam rooms and medical equipment.
    • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
    • Verified patient insurance coverage and collected required co-payments.
    • Updated inventory, expiration and vaccine logs to maintain current tracking documentation.

Medical Front Office Supervisor

Eureka Pediatrics
01.2015 - 12.2017
  • Oversaw appointment scheduling for 8 providers and over 10,000 patients.
  • Built highly-efficient administrative team through ongoing coaching and development opportunities.
  • Monitored front areas so that questions could be promptly addressed.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Processed referral requests from patients, doctors and other health care professionals.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Surgery Scheduling Coordinator

Humboldt Physicians Surgery & Laser Center
11.2014 - 04.2015


  • Expertly managed planning, scheduling, and coordination of outpatient procedures.
  • Updated daily operating room calendars with accurate appointment schedules.
  • Updated patient records to reflect upcoming surgeries and medical histories.
  • Arranged pre-operative and post-operative appointments for surgical patients.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Checked patients in and out and collected payments.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Assisted with medical coding and billing tasks.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Completed administrative patient intakes with case histories, insurance information and mandated forms.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Placed new supply orders, managed inventory and restocked clerical spaces.

Scheduling Coordinator

Family Dental
05.2014 - 11.2014
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
  • Developed strong working relationships with management and executive team through effective scheduling and communication skills.
  • Scheduled, rescheduled, and cancelled appointments for dental patients.
  • Provided excellent customer service to create positive experiences and build patient trust.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Helped patients complete necessary medical forms and documentation.
  • Completed new patient registrations in software to create accurate and comprehensive records.
  • Communicated with insurance companies to dispute unpaid claims and verify patient coverages.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed patient billing processes for timely, accurate payments.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Processed medical insurance claims and payments.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.

Retail Manager

Pacific Sunwear
06.2008 - 05.2014
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Exhibited excellent people skills during interaction with employees and customers.
  • Trained and developed new employees for ease of transition into team.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Created employee schedules to align coverage with forecasted demands.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of opportunity.
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Updated pricing and signage to complete product displays and educate customers.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.

Education

High School Diploma -

Stockdale High School
Bakersfield, CA

Associate of Arts - Liberal Arts: Business

College of The Redwoods
Eureka, CA

Skills

  • Customer Service and Assistance
  • Understanding Customer Needs
  • Policy and Procedure Adherence
  • Business Leadership
  • Administrative and Office Support
  • POS Systems and Ordering Platforms
  • Client Correspondence
  • Document and Records Management
  • Operational Efficiency
  • Microsoft Office

Timeline

Small Business Owner

Smalls Bakehouse
08.2021 - Current

Medical Office Manager

Humboldt Pediatrics
01.2018 - 12.2019

Medical Front Office Supervisor

Eureka Pediatrics
01.2015 - 12.2017

Surgery Scheduling Coordinator

Humboldt Physicians Surgery & Laser Center
11.2014 - 04.2015

Scheduling Coordinator

Family Dental
05.2014 - 11.2014

Retail Manager

Pacific Sunwear
06.2008 - 05.2014

High School Diploma -

Stockdale High School

Associate of Arts - Liberal Arts: Business

College of The Redwoods

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Chelsea Small