Colleen Richardson
Louisburg,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Associate Team Leader
H&R Block
Louisburg, NC
02.2022 - 04.2022
- Support the Multi-Unit Team Leader, serving as onsite point of contact for tax office associates and clients, ensuring quality and consistent execution that will allow us to promote the value of H&R Block
- Execute and hold all tax office associates accountable to Standard Operating Procedures (SOP) execution and client service experience, with escalation to Multi-Unit Team Leader and District
- Ensure clients are scheduled properly and conflicts are resolved, with escalation to Multi-Unit Team
- Lead office from front desk, providing phone coverage and engaging with clients to deliver outstanding experience
- Lead daily activities to ensure that all tax office associates are scheduled, and work is completed according to deadlines, with attention to quality standards, priorities and overall goals
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Led team of 7 members while providing exceptional customer service
Office Manager
At-Home Counseling Services
Louisburg, NC
10.2017 - 01.2022
- Monitored therapist services documentation & billing claims for over 300 clients on a daily basis, processing them into Integrity database
- Managed five office employees in daily operations for established outpatient mental health agency
- Gathered weekly counseling sessions to create timesheets for all contracted therapists
- Processed incoming client referrals, including insurance verification and triaged for intake assessment
- Sent necessary documentation to therapists for intake and transfer sessions held with clients
- Assisted in onboarding process to hire and credential new therapists.
- Developed standard operating procedures for all administrative employees.
- Evaluated employee records and productivity to complete employee evaluations.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Maintained computer and physical filing systems.
Intake Referral Coordinator
Wake Orthopaedics, LLC
Raleigh, NC
08.2015 - 10.2017
- Collected, organized and entered patient data into medical systems.
- Retrieved medical data for physicians and patients.
- Followed up with patients about medical and healthcare processes.
- Monitored and tracked inventory, assigned work tasks and adjusted assignments based on priorities.
- Scheduled all incoming patient referral appointments with 13 Orthopedic specialists
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
Health Information Specialist
Wake Orthopaedics
Raleigh, NC
01.2012 - 08.2015
- Served as trial office to transition charting from paper to Electronic Health Record system
- Gathered daily clinical charts for 13 provider’s day-to-day office schedule
- Entered patient’s medical information into charting system prior to appointments
- Filtered and distributed all incoming record correspondence to providers sent via email or fax.
- Sorted, scanned and indexed documents, developed workflows and processed workflow reports to keep clinical records maintained in accordance with guidelines.
- Directed and assisted pulling and procurement of medical files according to established procedures.
- Reviewed recordkeeping procedures for patients and doctors.
- Collaborated closely with physicians and nursing staff to improve quality of patient records documentation.
Call Center Representative
Wake Orthopaedics
Raleigh, NC
04.2010 - 01.2012
- Managed over 50 or more daily incoming calls to appropriately schedule appointments based on need and providers preference.
- Assisted customers by answering questions, responding to inquiries and handling telephone requests.
- Sought ways to improve processes and services provided.
- Facilitated inter-departmental communication to effectively provide customer support
- Optimized customer support by establishing collaborative service environment.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Call Center Representative
Wake Med Health and Hospitals
Raleigh, NC
09.2009 - 03.2010
- Served as scheduling liaison between affiliated providers/staff for over 20 Wake Med operating suites in 4 locations
- Selected appropriate surgical preference card, block time for surgeon, and entered demographic information into database for patients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
No Degree -
UNC School of Medicine
Raleigh, NC05.2001
No Degree -
Genesee Community College
Batavia, NY06.1999
Diploma - Office Assistant
Bryant & Stratton College
Buffalo, NY06.1993
Skills
- Bookkeeping
- Medical Terminology
- Insurance Verification
- Customer service
- Employee Orientation
- Medical Coding
- Medical EPIC Software
- HIPAA and Corporate Compliance
- Microsoft Excel
- Professional Relationships
- Patient Records Documentation
- Procedure Establishment
- Patient Health Information Access
- Employee Work Scheduling
- Patient Data Management Systems
- Health Information Management Applications
Timeline
Associate Team Leader
H&R Block
02.2022 - 04.2022
Office Manager
At-Home Counseling Services
10.2017 - 01.2022
Intake Referral Coordinator
Wake Orthopaedics, LLC
08.2015 - 10.2017
Health Information Specialist
Wake Orthopaedics
01.2012 - 08.2015
Call Center Representative
Wake Orthopaedics
04.2010 - 01.2012
Call Center Representative
Wake Med Health and Hospitals
09.2009 - 03.2010
No Degree -
UNC School of Medicine
No Degree -
Genesee Community College
Diploma - Office Assistant
Bryant & Stratton College
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