Deanna Willis
Kokomo,IN
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Operations Supervisor
Community Health Network
08.2012 - 07.2023
- Coached employees through day-to-day work and complex problems.
- Responded to patient inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to patient focused service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for 19 employees.
- Communicated with patients, ensuring that medical information was kept private.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Reconciled end-of-day reports to determine accurate billing and payment processing
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Established team priorities, maintained schedules and monitored performance
Weight Loss Coordinator
Haendiges & Associates, PC
01.2010 - 08.2010
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
Office Manager
James T Wolfe, DDS, MSD
01.2006 - 01.2010
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Oversaw facilities and equipment cleanliness and safety for optimal patient protections.
- Supervised and led team of dental hygienists and support staff of 4.
- Reviewed flash reports, prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Some College (No Degree) - Computer And Information Sciences
Ivy Tech Community College of Indiana
Kokomo, INHigh School Diploma -
Western High School
Russiaville, IN05.1975
Skills
- Payroll
- Payment Collection
- Data Security
- Financial Reporting
- Scheduling
- Appointment Scheduling
- Staff Management
- Decision-Making
- Leadership and Change Management
- Insurance claims
- Electronic Medical Records
- Medical office administration
Timeline
Operations Supervisor
Community Health Network
08.2012 - 07.2023
Weight Loss Coordinator
Haendiges & Associates, PC
01.2010 - 08.2010
Office Manager
James T Wolfe, DDS, MSD
01.2006 - 01.2010
Some College (No Degree) - Computer And Information Sciences
Ivy Tech Community College of Indiana
High School Diploma -
Western High School