Danielle Rolfe

Altamont,NY

Summary

Trusted and sought out Customer Care Manager with 15+ years of experience maximizing patient satisfaction and creating patient loyalty. Skilled at building trusted, loyal relationships with clients, resulting in top performance for client retention. Responsible for daily operations of a busy and sucessful practice environment. Known for improving operational efficiency through effective management and demonstration of work ethic.

Overview

years of professional experience

Work History

Front Desk Manager / Receptionist

The Village Animal Clinic

Voorheesville, NY

02.2017 - Current

Coordinated daily with Office Manager for implementation of policies, client satisfaction, and schedules
Managed front desk operations, overseeing a team of 5 receptionists, EMR use and scheduling, and ensuring smooth daily operations improvement over prior Team Lead
Oversaw multiple platforms for management of online prescriptions, RX food ordering, rebate submissions, client communications and scheduling for 80% improvement over prior Team Lead
Handled registration, patient medical history input and scheduling of all new client applications to ensure consistency, compliance and appropriate scheduling.
Trained new receptionists on company policies, procedures, and customer service standards
Resolved guest complaints promptly and effectively, maintaining high levels of customer satisfaction at 98%

Medical Assistant and Medical Secretary

The Bone and Joint Center

Albany, NY

07.2013 - 05.2016

Assisted a founding physician with patient examinations by preparing exam rooms, rooming patients and taking medical histories
Maintained patient records by accurately inputting medical information into electronic health record system
Scheduled, surgeries and diagnostic tests for patients, coordinating with other healthcare professionals as needed, obtained referrals
Verified insurance coverage and obtained pre-authorization for medical services to ensure 100% smooth billing process for surgeries
Followed strict protocols in maintaining confidentiality of patient information in compliance with HIPAA regulations
Demonstrated proficiency in managing multiple tasks simultaneously while maintaining attention to detail
Ran clinic with doctor while doing secretary work as well

Administrative Assistant

Proactive Chiropractic, PLLC

Clifton Park, NY

05.2008 - 02.2013

Maintained office supplies inventory by anticipating needs and placing orders in a timely manner
Maintained efficient filing systems both electronically and physically to ensure easy retrieval of important patient documents
Responded to phone/email inquiries from patients in a timely manner, providing accurate information or directing them to the appropriate business for assistance
Managed and maintained office schedules, scheduled appointments, and obtained insurance authorizations

Front Desk Receptionist

The Animal Hospital

Slingerlands, NY

08.2006 - 03.2008

Greeted and welcomed guests, providing a positive first impression of the veterinary practice
Managed a high volume of incoming calls, scheduling appointments, taking refill requests and putting messages to DVMs
Provided data entry and filing for the practice
Responded promptly to customer inquiries in person, via phone, or email, efficiently resolving over 95% of issues on first contact, contributing to elevated client satisfaction scores.

Education

Associates In Applied Science - Equine Business

SUNY Cobleskill

Cobleskill, NY

05.2004

Skills

Communication focused
Empathy for clients and patients in stressful times
Consistency in service and work ethic

Client satisfaction
New client acquisition and retention
Multi-tasking

Timeline