Dawn Mercer
Palm Coast,FL
Summary
Diligent and detail-oriented Administrator with proven history in successful team management. Professionally coordinate files, correspondence, and resources to boost productivity and facilitate operations. Skilled in general office processes and optimization strategies. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Administrator
Onyx Homecare
Daytona Beach, FL
09.2016 - Current
- Provided general administrative support to staff members.
- Performed data entry tasks into computer databases from paper documents.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Maintained filing system for important documents such as contracts and invoices.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Managed office supplies inventory and placed orders when necessary.
- Improved office organization by developing filing system and customer database protocols.
- Supported departmental activities by providing clerical assistance as needed.
- Updated databases with new employee information, job changes and terminations.
- Coordinated meetings, conferences, travel arrangements.
- Prepared reports on various projects for management review.
- Assisted in the development of new administrative systems, procedures and policies.
- Processed payroll information according to established guidelines.
- Researched and developed administrative policies, procedures and guidelines to facilitate operations.
- Maintained positive working relationship with fellow staff and management.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Answered incoming calls and responded to customer inquiries.
- Organized special events such as company parties or trips for employees.
- Worked closely with human resources to support employee management and organizational planning.
Clinical Scheduler
Nurse On Call Home Health Agency
Daytona Beach, FL
02.2012 - 08.2016
- Maintained up-to-date knowledge of clinic policies and procedures related to scheduling practices.
- Entered information into system to update status reports.
- Submitted new system orders and completed related paperwork.
- Developed and maintained scheduling procedures to ensure timely completion of projects.
- Updated reports and daily logs for management use and permanent files.
- Planned and delegated work to meet project and production goals.
- Maintained accurate records of all tasks completed by the team.
- Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
Lead Client Service Representative
Interim HealthCare
Daytona Beach, FL
09.2005 - 01.2010
- Developed policies and procedures related to customer service operations.
- Maintained client records through database management systems.
- Collaborated closely with other departments such as sales, marketing, IT.
- Oversaw daily operations including scheduling of personnel resources.
- Performed research into current industry trends and best practices.
- Resolved complex customer issues through effective communication and problem solving skills.
- Developed strong customer relationships by providing excellent service to both new and existing clients.
- Trained team members on best practices for customer service delivery.
- Ensured compliance of all regulatory requirements related to client services activities.
- Provided accurate and timely responses to client questions and concerns.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
Medical Receptionist
The Toledo Clinic
Toledo, OH
12.1992 - 12.2004
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Checked patients in and out for appointments and collected co-payments.
- Called patients to confirm scheduled appointments and obtain additional details.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Greeted and checked in patients, updating patient information in computer system.
- Verified insurance coverage for appointments and collected co-payments as required.
- Prepared charts for new patients, ensuring all necessary forms were completed correctly.
- Processed patient payments and scanned identification and insurance cards.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
- Entered insurance, demographics and health history into patient database.
- Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Communicated with patients with compassion while keeping medical information private.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Education
High School Diploma -
Whitmer High School
Toledo, OH06-1983
Skills
- Executive Support
- Timesheet Processing
- New Hire Onboarding
- Employee Supervision
- Supplies Ordering
- Information Management
- Customer Service
- Attention to Detail
- Scheduling
- Relationship Development
- Multi-Line Phone Systems
- 80 Wpm Typing Speed
- Administrative Support
- Office Management
- Decision-Making
Certification
- 2 year Accounting Certificate from Whitmer Vocational School
Timeline
Administrator
Onyx Homecare
09.2016 - Current
Clinical Scheduler
Nurse On Call Home Health Agency
02.2012 - 08.2016
Lead Client Service Representative
Interim HealthCare
09.2005 - 01.2010
Medical Receptionist
The Toledo Clinic
12.1992 - 12.2004
High School Diploma -
Whitmer High School