Summary
Overview
Work History
Education
Skills
Timeline
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Cierra Keller

Morganton,NC

Summary

Dynamic Front Desk Supervisor at Morganton Eye Physicians with a strong work ethic and proven team leadership skills. Enhanced patient satisfaction through streamlined processes and effective conflict resolution. Proficient in EMR software, I empowered staff, resulting in improved morale and productivity while maintaining accurate financial records.

Overview

11
11
years of professional experience

Work History

Front Desk Supervisor

Morganton Eye Physicians
10.2017 - Current
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Scheduled and assigned daily work and activities for team members.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Streamlined check-in and check-out processes for improved patient experience and reduced waiting times.
  • Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
  • Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Attended staff meetings and brought issues to attention of upper management.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Handled tasks and responsibilities for front office employees during periods of understaffing.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.

Call Center Representative

Graystone Eye
03.2017 - 10.2017
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for patients.
  • Enhanced patient satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to patients while maintaining quality interactions.
  • Maintained detailed records of patient interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Maintained up-to-date knowledge of product and service changes.
  • Exhibited high energy and professionalism when dealing with patients and staff.

Office Assistant

C.W. Ellison M.D.
05.2014 - 03.2017
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.
  • Increased customer satisfaction by providing professional and courteous front desk support.
  • Contributed to a positive work environment by fostering open communication among colleagues.
  • Supported financial operations, processing invoices and payments, contributing to timely and accurate financial reporting.
  • Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
  • Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
  • Enhanced office efficiency by organizing and maintaining filing systems both digitally and physically.
  • Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.

Education

High School Diploma -

Freedom High School
Morganton, NC

Associate Of Applied Science - Recreational Therapy

Western Piedmont Community College
Morganton, NC
05.2016

Skills

  • Strong work ethic
  • Effective multitasking
  • Professional telephone etiquette
  • Conflict resolution
  • Patient scheduling management
  • Patient demographics
  • Attention to detail
  • Insurance eligibility and verification
  • Staff scheduling
  • Team leadership
  • Computer software proficiency
  • Attention to detail focus
  • Billing processes
  • EMR software
  • Patient registration
  • Effective communication techniques
  • Critical thinking
  • Patient needs assessment
  • Administrative support
  • Team leadership and motivation
  • Sound judgment
  • Performance evaluation experience
  • Decision-making
  • Medical terminology
  • Medical coding
  • Electronic health records management
  • Strong interpersonal skills
  • Conflict resolution abilities
  • Office management software
  • Physician coordination
  • Active listening
  • Schedule management
  • Training and orientation
  • Scheduling
  • Staff management

Timeline

Front Desk Supervisor

Morganton Eye Physicians
10.2017 - Current

Call Center Representative

Graystone Eye
03.2017 - 10.2017

Office Assistant

C.W. Ellison M.D.
05.2014 - 03.2017

High School Diploma -

Freedom High School

Associate Of Applied Science - Recreational Therapy

Western Piedmont Community College

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Cierra Keller