Dianne Farley-Chiogna
Clayton,NC
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. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Responsible Medical Scheduler with solid experience in supporting patients, families and physicians. Skilled in managing patient information and coordinating and scheduling appointments. Strong organizational and multitasking skills coupled with strong work ethic. Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Work History
Operations & Procedure Coordinator
North Carolina State University
09.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
Administrative Support Associate
North Carolina State University
05.2010 - 10.2023
- Provided best-in-class support to team members, closely monitoring activity to best meet needs.
- Maintained consistent and efficient flow of human resources information throughout departments by updating corporate intranet.
- Troubleshot and fixed [Type] process hang-ups to maintain swift flow of daily tasks.
- Wrote regular newsletter for employees to stay on top of important information, company changes, and market data.
- Monitored [Type] processes to identify areas for improvement and implement plans to streamline and optimize outputs.
- Maintained office calendar for all [Type] events, informing employees of changes or pertinent information quickly.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Established administrative work procedures to track staff's daily tasks.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Responsible for schedule student services for 50 providers.
- Organize and schedule meetings
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Registered and verified patient records before triage with most up-to-date information.
- Processed medical insurance claims and payments.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Administrative Support
North Carolina State University
09.2007 - 08.2010
- Assisted management with special projects to complete all tasks by deadlines.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Prepared detailed documents and reports in adherence administrative processes.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Supervisor/Team Leader Manager
Blue Cross Of North Eastern PA
04.1991 - 06.2006
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policy holders to answer inquiries and discuss insurance options.
- Responded to member inquiries regarding health insurance coverage and policies to assist with informed decision-making.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Developed and maintained member databases to track members service interactions and evaluate service quality.
- Provided comprehensive member services to drive member satisfaction.
- Monitored changes in health insurance laws and regulations to verify continuous compliance.
- Assisted members with filing and tracking health insurance claims to facilitate swift settlements.
- Developed relationships with providers and networks to achieve favorable client coverage.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met with members to provide information about available products and policies.
- Conducted annual reviews of existing policies to update information.
- Monitored member and identified areas of improvement.
- Evaluated member needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Developed effective improvement plans in alignment with goals and specifications.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved member service issues by finding immediate solutions, increasing member confidence, and decreasing escalations to executive office.
- Led employee relations through effective communication, coaching, training, and development.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Recruited and trained high-performing team members, maintaining optimized member service.
- Coordinated team collaboration to share ideas and build best practices.
- Established and maintained performance, quality and service standards for professional customer care.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Implemented training programs to maximise team member development and potential.
- Developed performance measurement strategies, identifying areas for improvement.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive member relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
Business Administration
Certificate - Medical Assistant
- Received the Award for Excellence by NCSU Division of Academic and Student Affairs-2017
- Deans List-Luzerne County Community College
- Deans List-Allied Medical
Certificate -
Skills
- Evaluate Performance
- Leadership and Change Management
- Customer Satisfaction
- Meeting Coordination and Support
- Report Preparation and Analysis
- Database Maintenance
- Administration and Operations
- Customer Service Management
- Office Organization
- Process and Procedure Development and Compliance
- Train Employees
- Insurance Processing
- Efficiency Improvement
Additional Information
Notary Public
Timeline
Operations & Procedure Coordinator - North Carolina State University
09.2022 - Current
Administrative Support Associate - North Carolina State University
05.2010 - 10.2023
Administrative Support - North Carolina State University
09.2007 - 08.2010
Supervisor/Team Leader Manager - Blue Cross Of North Eastern PA
04.1991 - 06.2006
Kings College - , Business Administration
Allied Medical - Certificate, Medical Assistant
Luzerne County Community College - Certificate,