Diana Spencer
Fredericksburg,VA
Summary
Experienced Bilingual Administrative Specialist with proven ability to quickly and effectively resolve complaints and issues. Well trained and composed in high-volume call center settings. Proficient in Microsoft Office, Allscripts, Soarian Financials, Centricity, Epic, Meditech, VaCMS, Microsoft Teams, Passport, Credible and other CRMs. Extensive background in hospital admission, customer service and patient care. Excellent in critical thinking, problem solving, organization and time management, capable of assessing and completing all assigned tasks, communication skills both verbal and written.
Overview
5
5
years of professional experience
Work History
Administrative Technician
Prince William County Government
11.2023 - Current
- Provide support to Pathways Liaisons by providing information to referral sources to aid in completion of applications, participate in meetings, coordinate with clinical staff to obtain data for state reporting, and provide data reports to Pathway Home by quarterly deadline
- Utilize Electronic Health Record (Credible) and Homeless Management Information System (HMIS) as needed to submit and review relevant information for individuals seeking or enrolled in Pathway Home units
- Collaborate and coordinate with Pathway Homes staff concerning client issues, concerns, barriers etc as needed
- Create training guides for team member for training and ensuring continuity of service
- Facilitate communication between Community Housing Painters and agency staff
- Explore additional housing opportunities and expansion of current partnerships and advise leadership of potential options
- Provide administrative support to include but no limited maintaining office supplies and utilizing PCard for purchases according to procedures and authorizations
- Conduct or assist monthly Townhouse inspections as directed and provide recommendations to staff regarding the townhouse as needed
- Coordinate with vendors or contractors for maintenance and repair.
- Inspect jobs performed by vendors or contractors by confirming work was completed, obtaining pictures, providing detailed reports to leadership and clinical staff.
Team Lead
Inova Children's Specialty
12.2022 - 11.2023
- Supervised up to 18 team members in a call center environment
- Developed training guides by interpreting decision tree maps and attending weekly meetings till go-live launching date
- Uploaded and updated all training slides and documents for six specialties in Sharepoint
- Coached team members on the new scheduling process, workflow and to be proactive in identifying problems and developing solutions
- Facilitated staff and team problem solving sessions by using the appropriate tools
- Participated in huddles with team members to provide clinic updates, workflow and department changes
- Maintained department website, spreadsheets and training guides by using Sharepoint
- Monitored team members progress by providing scorecards and weekly huddles
- Provided additional training to team members if needed
- Cross trained team members to support up to 10 different specialties.
- Supported other departments when needed by researching resources, scheduling, pre-registering, emailing instructions for procedures or appointments, answered calls inbound/outgoing, following up on concerns, inbaskets and assisting other team members as needed
- Collaborating with colleagues, managers, departments and team leads to solve cross departmental issues and conflicts
- Attended biweekly meetings with office leadership to provide updates and discuss any concerns or follow-up questions or resolutions
Behavioral Intake Coordinator
Inova Behavioral Health
09.2021 - 12.2022
- Scheduled patients seeking behavioral health outpatient services such as psychiatry, therapy and programs
- Documented and reported assessment information to other clinical and administrative staff to facilitate admission and treatment by using Epic
- Completed registration by updating or adding insurance and demographics using epic
- Assisted 100+ callers in a call center environment and proactively memorized over 20 department services and programs
- Provided crisis support to patients calling with acute behavioral health or substance abuse needs while taking appropriate steps to notify EMS/ Police to respond if needed
- Participated in team building exercises collaborating and huddles for clinic updates, process safety concerns and follow up questions or concerns regarding scheduling or screenings
Administrative Technician
Arlington County Department of Human Services
10.2019 - 08.2021
- Performed customer service duties at the CSS front desk and reception
- Collected information for various services such as rental, utility assistance, food bank and dental by utilizing excel
- Triaged calls and forward to proper personnel or provide clients/customers with resources
- Pending Medicaid and Snap applications via local and state databases such as VaCMS, Spider and EPPIC
- Registered and provided inquiries for various human services programs
- Assisted 200+ callers per week in a fast-paced call center environment
- Provided administrative support for EID and Aging and Disability
- Provided support with EBT cards and distributed to clients
- Supported team members by translating for Spanish speakers by researching information to provide proper resources and completing forms
- Streamlined office operations by implementing efficient administrative processes and organizational systems.
Education
Associate of Arts -
Nassau Community College
Garden City, NY12-2024
Skills
- Call center experience
- Customer service experience
- Problem solving
- Payment collection
- Communication skills
- Teamwork
- Bilingual in English and Spanish Bilingual
- Microsoft word
- Data Analytics
- EMR
- Resource Coordinator experience
- Leadership experience
Languages
Spanish
Native or Bilingual
Timeline
Administrative Technician
Prince William County Government
11.2023 - Current
Team Lead
Inova Children's Specialty
12.2022 - 11.2023
Behavioral Intake Coordinator
Inova Behavioral Health
09.2021 - 12.2022
Administrative Technician
Arlington County Department of Human Services
10.2019 - 08.2021
Associate of Arts -
Nassau Community College
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