Dida R. Ford
Savannah,GA
Summary
Results-driven professional with 25 plus years in healthcare administration, specializing in office management, ability to coach and mentor employees, revenue cycle processes, and patient care. Recognized for exceptional team leadership, customer service, and problem-solving to ensure organizational efficiency and patient satisfaction.
Overview
22
22
years of professional experience
Work History
Interim Service Quality Manager/Call Center Supervisor
Chatham Area Transit Authority
Savannah, GA
11.2023 - 01.2025
- Oversees the supervision of personnel, which includes work allocation, schedules, time-off requests, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.
- Communicates service issues with the Operations Department and/or COO.
- Performs scheduling for paratransit notifications of service.
- Serves as the Technical support contact for the department with Route match and Infinity.
- Perform computer entry on a daily basis for the KPI (CEO) reports.
- Works as an extension of the COO, thinking and operating strategically.
- Represents CAT at community and neighborhood association meetings to educate businesses on CAT service delivery opportunities and to address community service delivery issues.
- Identifies opportunities to update or improve customer service procedures and makes recommendations to appropriate staff.
- Assists in the development of the center's operating budget and implements approved budget.
- Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
- Handles discipline and termination of employees as needed in accordance with company policy.
- Enhanced customer satisfaction by implementing effective service quality policies and procedures.
Assistant Center Operations Director
Concentra Urgent Care
Garden City, GA
11.2022 - 05.2023
- Assists and supports the Center Operation Director with ensuring that the optimal level of care and customer service is delivered to all customers.
- The Assistant Center Operations Director assists with leading and managing center support staff and overseeing the daily operations of the medical facility.
- The Assistant Center Operations Director assists with coordinating center activities, general facility management, overseeing patient flow throughout the center and supporting the medical providers in the delivery of patient care.
- Daily interaction with colleagues and patients is required through hands-on center activity including patient registration, checkout and patient care.
- Assists in planning and preparing work schedules and assigns colleagues to specific duties.
- Assists in ensuring the financial performance of the center.
- Assists in developing and maintaining new policies, procedures and training programs for the assigned center.
- Assists with hiring, training, and evaluating center operations.
- Initiated change management strategies that effectively addressed employee concerns while driving forward organizational transformation efforts.
Team Lead/Supervisor
St. Joseph's/Candler
Savannah, GA
11.2021 - 02.2022
- The Registration Team Leader is responsible for managing and coordination of daily activities that relate to the registration of patients and recording of patient demographic and financial data in the computer system.
- The Registration Team Leader will also provide system training or educational in-service, quality monitoring and collaborate or serve as a resource for internal and external customers.
- This will ensure the department delivers quality services in accordance with contractual agreements, federal regulations, hospital policies and procedures and professional standards.
- The Registration Team Leader will provide supervision to onsite and offsite employees, prepare monthly departmental schedule to ensure adequate staffing levels, maintain a working knowledge of the hospital's payroll processing system and remain on call via hospital pager to assist department personnel and other internal and external customers.
Clinical Coordinator
St. Joseph's/Candler
Savannah, GA
03.2019 - 11.2021
- Provides basic patient care which includes performing routine office procedures, administration of medications, testing and participating in patient education.
- Performs clinical duties in keeping with established policies and procedures, which includes routine office procedures and testing, administration of medications, and assisting physician.
- Keep an accurate and concise record of patient observations, treatments and procedures administered.
- Document findings in the medical record and assists in the assessment of patient response to treatment relative to identifying common and recurring needs of the patient.
- Recognizes and anticipates urgent or emergent patient situations and responds appropriately.
- Identifies patient education needs and may assist in patient teaching as to appropriate health maintenance and management of illness.
- Communicates effectively with patients, families, and other members of the health care team.
- Performs or assists with other assignments, as required.
Clerical Coordinator
St. Joseph’s/Candler
Savannah, GA
03.2016 - 03.2019
- Provides basic nursing care which includes performing routine office procedures, administration of medications, testing and participating in patient education.
- Performs clinical duties in keeping with established policies and procedures, which includes routine office procedures and testing, administration of medications, and assisting physician.
- Keep an accurate and concise record of patient observations, treatments and procedures administered; documents findings in the medical record.
- Assists in the assessment of patient's response to treatment relative to identifying common and recurring nursing needs of the patient.
- Recognizes and anticipates urgent or emergent patient situations and responds appropriately.
- Identifies patient education needs and may assist in patient teaching as to appropriate health maintenance and management of illness.
- Communicates effectively with patients, families, and other members of the health care team.
- Oversees quality control.
- Orders and maintains medical supplies.
- May require increased clerical duties as assigned.
- Performs or assists with other assignments, as required.
Clinical Coordinator
Savannah Pain Management & Center
Savannah, GA
10.2010 - 04.2013
- Accounts receivable, AR reports.
- Scheduling appointments/procedures.
- Preparing patients for examinations/surgery, vitals, urine drug screens & charting.
- Assist Doctor in Surgery Center prepping patients for minor procedures & operating the C-Arm (X-Ray).
- Assist Practice Manager with staff, organize and coordinate office administration and procedures, in order to ensure organizational effectiveness, efficiency and safety.
- Check patients in/out posted payments & charges.
- Referrals, pre-certification, review billing & payment policies with patients, collections.
Operations Manager
Stanley's Janitorial Service
Atlanta, GA
01.2003 - 10.2010
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Secured key accounts with customized sales presentations showcasing unique value propositions tailored to prospective clients'' needs.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Maintain quality standards, Marketing, Human Resources and Ensure compliance with state and federal regulations.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
Education
Bachelor of Science in Nursing - Nursing
South University
Savannah, GA12-2025
Skills
- Supervising experience
- Leadership
- Epic
- Team management
- Quality Assurance
- Customer service
- Medical office management
- Employee Orientation
- Revenue cycle management
- Interviewing
- Triage
- Medical Scheduling Management
- EClinicalWorks
- EMR System
- Hospital Experience
- Staff training and development
- Compliance monitoring
- Time management
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Reliability
- Organizational skills
- Customer relations
- Hiring and training
- Conflict resolution
- Training and development
- Operations management
Timeline
Interim Service Quality Manager/Call Center Supervisor
Chatham Area Transit Authority
11.2023 - 01.2025
Assistant Center Operations Director
Concentra Urgent Care
11.2022 - 05.2023
Team Lead/Supervisor
St. Joseph's/Candler
11.2021 - 02.2022
Clinical Coordinator
St. Joseph's/Candler
03.2019 - 11.2021
Clerical Coordinator
St. Joseph’s/Candler
03.2016 - 03.2019
Clinical Coordinator
Savannah Pain Management & Center
10.2010 - 04.2013
Operations Manager
Stanley's Janitorial Service
01.2003 - 10.2010
Bachelor of Science in Nursing - Nursing
South University