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
Morganton, NC
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
Hickory, NC
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.
Morganton, NC
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, NCAssociate Of Applied Science - Recreational Therapy
Western Piedmont Community College
Morganton, NC05.2016
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