DeAnna Whitlock
Oklahoma City,OK
Summary
Professional, friendly and motivated and energetic Front Office Lead with 24 years of experience providing exceptional customer service to patients in a healthcare environment. Skilled at facilitating efficient flow of patients from check-in to check-out.
Overview
24
24
years of professional experience
Work History
Front Office Lead
Concentra Medical Center
06.2000 - 04.2024
- Demonstrated strong leadership skills by mentoring junior staff members on proper procedures and etiquette for dealing with customers.
- Oversaw daily front office operations, delegating tasks as necessary to maintain an efficient workflow.
- Managed financial transactions accurately, balancing cash drawers daily to prevent discrepancies or errors in accounting records.
- Handled sensitive client information discretely, adhering to strict confidentiality protocols at all times.
- Maintained detailed records of inventory levels in order to prevent shortages and ensure a well-stocked front office environment.
- Reduced customer wait times through effective scheduling and task delegation among staff members.
- Provided exceptional customer service by greeting guests warmly, answering questions knowledgeably, and handling requests efficiently.
- Increased team morale through regular recognition of outstanding performance among staff members.
- Developed strong relationships with vendors, ensuring timely delivery of supplies and services needed for optimal front office performance.
- Maintained a clean and organized workspace to ensure smooth front office operations and a positive environment for guests.
- Assisted in employee training programs, helping to develop a highly capable front office team committed to providing excellent service.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Created and updated records and files to maintain document compliance.
- Collect patient and client documents and information upon referral.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Monitored office supplies by checking inventory and placing orders.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Entered and maintained departmental records in company database.
Education
Moore High School
Moore, Oklahoma Medical Terminology -
Rose State College
Oklahoma City, OKSkills
- Greet arriving patients professionally and cheerfully, making sure all of their paperwork is filled out and ensuring each patient feels important
- Verify insurance, submit prescriptions and collect copays and deductible amounts
- Keep waiting room and front desk area clean and tidy at all times to create a welcoming environment
- Improved accuracy of patient demographic data by developing new questionnaire form for patients to fill out at each appointment
- Reduced no-show rate for patient appointments ~10% by implementing process for making appointment reminder phone calls 2 days in advance
- Handled 50 incoming phone calls per day, scheduling appointments, answering patient inquiries and taking patient health
- Exceptional communication
- Handling 60 incoming calls
- Patient inquiries and answers questions regarding treatment procedures/process
- Entering patient information into OccuSource and Allscripts
- Insurance verification
- Collecting co-pays
- Staff Training
- Reducing No-Show visits by reminder calls
- Documentation Management
- Customer Service
- Opening and closing offices
- File Organization
- Office Organization
- Scheduling appointments
- Medical records
- Mail Sorting
- Front Office Managemen
- Call Routing
- Multitasking and Organization
- Data Entry
- Handling Complaints
- Inventory Management
Timeline
Front Office Lead
Concentra Medical Center
06.2000 - 04.2024
Moore High School
Medical Terminology -
Rose State College