Summary
Overview
Work History
Education
Skills
Timeline
Generic

DONNA DILLEY

Ballwin,MO

Summary

Efficient Medical Receptionist with relevant experience in managing patient appointments, handling patient inquiries, and maintaining electronic health records. Strengths include strong organizational abilities, exceptional communication skills, and familiarity with medical terminology. Proven record of streamlining office operations for optimal efficiency and improving patient satisfaction by providing high-quality customer service.

Overview

42
42
years of professional experience

Work History

Medical Receptionist

Hinton Healthcare Group
Ballwin, MO
07.2021 - Current
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Communicated with patients with compassion while keeping medical information private.

  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Verified insurance coverage for appointments and collected co-payments as required.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Ordered office supplies as needed to maintain inventory levels.
  • Scheduled and confirmed patient appointments and consultations.
  • Maintained confidentiality of patient information according to HIPAA regulations.
  • Answered multi-line phone system and directed callers to requested personnel and departments.
  • Informed patients of financial responsibilities prior to rendering services.
  • Processed patient payments and scanned identification and insurance cards.
  • Monitored office supplies inventory and placed orders when necessary.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Greeted patients, determined purpose of visit and directed to appropriate staff.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
  • Greeted and checked in patients, updating patient information in computer system.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Processed referrals for specialist care when requested by physicians or patients.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Ordered and maintained supply inventory for medical office.
  • Protected patients by observing strict HIPAA guidelines.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Prepared charts for new patients, ensuring all necessary forms were completed correctly.
  • Answered phones promptly and directed calls appropriately.
  • Checked patients in and out for appointments and collected co-payments.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Straightened up waiting room to maintain neat and organized space.
  • Answered incoming calls, responding to inquiries from patients and other medical offices.
  • Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
  • Scheduled patient appointments, verifying accuracy of appointment times with providers.
  • Assisted with filing of medical records and documents, maintaining accurate electronic files.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.
  • Answered telephones and directed calls to appropriate medical or adminstrative staff.
  • Maintained supply inventory for office area, ordering items as needed and stocking shelves.
  • Entered insurance, demographics and health history into patient database.
  • Completed day-to-day duties accurately and efficiently.
  • Operated equipment and machinery according to safety guidelines.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed household errands and other essential duties.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Achieved cost-savings by developing functional solutions to problems.
  • Worked effectively in team environments to make the workplace more productive.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Customer Service Associate/Head Bookkeeper

HOBBY LOBBY Retail Stores
Ballwin, MO
02.2014 - 03.2021
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines
  • Answered numerous inbound calls per day and directed to individuals or departments
  • Trained new employees on procedures and policies to maximize team performance
  • Remained constantly aware of customer activity to ensure safe and secure shopping environment
  • Assisted with training and supervision of staff to develop and maintain store selling, customer service skills and product knowledge
  • Performed, supported and supervised store opening and closing procedures including bank deposits and securing store
  • Managed stock demands, employee shift schedules and opening and closing procedures and adapted professionally to all unexpected changes
  • Counted down register tills accurately and made bank deposits
  • De-escalated customer complaints and resolved issues
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Provided product recommendations based on customer needs.
  • Tracked inventory levels of popular items to ensure availability for customers' orders.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
  • Collected deposits or payments and arranged for billing.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
  • Addressed inquiries, resolved customer issues, and managed customer relations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Answered phone calls from customers promptly and courteously.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Greeted customers and identified their needs.
  • Responded to customer inquiries via phone, email and chat.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Handled cash register operations accurately during peak times.
  • Kept work area neat, clean, and well-stocked at all times.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Resolved customer inquiries in a timely manner.
  • Addressed customer questions and concerns regarding products and services.
  • Maintained knowledge of current sales promotions and new product releases.
  • Performed additional duties as assigned by management team.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Provided information about products and services available to customers.
  • Consulted with customers regarding needs and addressed concerns.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Performed bookkeeping and accounting consulting services.
  • Oversaw daily banking activities including deposits, transfers, withdrawals.
  • Performed account reconciliations on a regular basis to ensure accuracy of information in the books of record.
  • Mastered bookkeeping software.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Completed day-to-day duties accurately and efficiently.

Customer Service Associate, Bookkeeper, Key Holder

Gordmans Department Store
Ballwin, MO
09.2006 - 02.2014
  • Supervised 4 full-time and up to 12 part-time employees
  • Worked closely with sales associates to complete tasks
  • Performed opening and closing duties as part of management team, including cash management
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
  • Utilized excellent math skills to maintain accurate inventory levels
  • Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills
  • Handled shift overstock, restocking and inventory control
  • Followed all safety protocols and company processes and procedures
  • Enforced safety rules and other policies to protect employees and minimize company liability
  • Collected deposits or payments and arranged for billing.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Consulted with customers regarding needs and addressed concerns.
  • Escalated unresolved customer issues to the appropriate department or manager for resolution.
  • Greeted customers and identified their needs.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
  • Provided information about products and services available to customers.
  • Maintained knowledge of current sales promotions and new product releases.
  • Responded to customer inquiries via phone, email and chat.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Handled cash register operations accurately during peak times.
  • Developed relationships with key clients through regular contact and follow-up communication.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Kept work area neat, clean, and well-stocked at all times.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Answered phone calls from customers promptly and courteously.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Addressed customer questions and concerns regarding products and services.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Performed additional duties as assigned by management team.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Suggested product solutions based on individual customer needs.
  • Excelled in exceeding daily credit card application goals.
  • Supported sales team members to drive growth and development.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Demonstrated active listening skills when responding to customer questions and complaints.
  • Trained new hires on products and services, best practices, and protocols to reduce process gaps.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Assisted customers with returns, exchanges, refunds, and other transactions as needed.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Resolved customer inquiries in a timely manner.
  • Provided product recommendations based on customer needs.
  • Recognized by management for providing exceptional customer service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked with cross-functional teams to achieve goals.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Entered deposits, credit card charges and sales entries to facilitate cash management.
  • Prepared bank reconciliations, managed field audits and reviewed accounting records for accuracy.
  • Received and recorded cash, checks and transfers.
  • Defined bookkeeping policies and procedures by developing system to account for financial transactions.
  • Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
  • Performed bookkeeping and accounting consulting services.
  • Reconciled bank statements to internal accounts monthly, identifying and resolving discrepancies.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Performed basic accounting, payroll and bookkeeping services to manage business operations.
  • Ensured accuracy in all accounting entries and records.
  • Completed day-to-day duties accurately and efficiently.
  • Operated a variety of machinery and tools safely and efficiently.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Assisted customers with product selection and resolving complaints.
  • Ensured store was opened and closed in a timely manner according to company policies.
  • Researched out-of-stock items to find additional inventory in other store locations.
  • Assisted in general housekeeping to maintain store image.
  • Replenished merchandise displays throughout the store as needed.
  • Trained, managed and motivated employees to promote professional skill development.
  • Maintained accurate records of merchandise, inventory levels, sales, returns, and staff transactions.
  • Monitored employee performance to ensure adherence to company policies and procedures.
  • Processed credit card payments and counted back change and currency with accuracy rate.
  • Managed daily operations, client relations and IT.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Delegated work to staff, setting priorities and goals.
  • Supervised employees by providing direction on tasks and expectations regarding customer service standards.
  • Handled customer inquiries and complaints with professionalism and patience.
  • Provided excellent customer service by greeting customers in a friendly manner and responding to inquiries promptly.
  • Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
  • Performed daily banking duties such as deposits and withdrawals of funds from registers.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Collaborated with management to determine key tasks and delegate to staff members.
  • Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
  • Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
  • Verified accuracy of register tills at beginning and end of shift.
  • Ensured compliance with all company policies and procedures.
  • Asked open-ended questions to learn about customers' needs and escorted to merchandise locations.
  • Partnered with store leadership team to learn and understand management processes and reports.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Enforced safety regulations within the store environment to protect both employees and customers.
  • Organized backroom storage areas to maximize efficiency of space utilization.
  • Mentored newly hired staff in upselling techniques to improve sales.
  • Used Point of Sale register system to complete transactions.
  • Directed and supervised staff performance.
  • Supervised successful, well-supplied and highly organized establishment thanks to consistent oversight and regular cleanliness inspections.
  • Tracked stock movement to ensure availability of merchandise for customers.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Identified potential shoplifters through observation of suspicious behavior or activities.
  • Counted and balanced registers.
  • Supervised bank deposits and security procedures to support store opening and closing.
  • Participated in training sessions on topics such as customer service techniques and loss prevention strategies.
  • Managed key holder responsibilities such as opening and closing the store, setting alarms.
  • Reconciled daily sales receipts against cash drawer for accuracy.
  • Inspected physical condition of store premises to identify any maintenance issues.
  • Provided customer service including cashiering, merchandising and restocking shelves.
  • Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
  • Identified needs of customers promptly and efficiently.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked effectively in team environments to make the workplace more productive.
  • Assisted with customer requests and answered questions to improve satisfaction.

Grocery Department Manager

Winn Dixie Supermarket
Radcliff, KY
07.1983 - 01.2002
  • Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day
  • Cross-trained in every store role to maximize operational knowledge
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Directed schedule of weekly projects and anticipated timelines for milestones and completion dates
  • Recruited, hired and trained new employees, including monitoring and review of individual performance
  • Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock
  • Demonstrated excellent communication skills in resolving product and consumer complaints
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels
  • Treated associates with fairness and respect, providing recognition of accomplishments
  • Created weekly employee schedules to provide excellent customer service during prime time
  • Traveled with District Manager to troubleshoot other stores not maintaining achieving company goals
  • Delivered expert customer service to store patrons and assisted with locating desired items.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Lead by example and took responsibility for all actions drive culture of performance excellence.
  • Analyzed business performance data and forecasted business results for upper management.
  • Assessed grocery store for cleanliness and checked proper stocking of shelves, refrigerated section and freezers.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Proposed or approved modifications to project plans.
  • Established vendor relationships with local suppliers to ensure a steady supply of fresh produce.
  • Collaborated with other departments to coordinate special events or promotions within the store.
  • Implemented quality control measures to uphold company standards.
  • Enforced safety regulations among employees while handling hazardous materials such as cleaning agents or chemicals.
  • Produced thorough, accurate and timely reports of project activities.
  • Implemented strategies for reducing shrinkage by monitoring employee activities closely.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Drove consistent grocery sales with effective merchandising and promotions implementation.
  • Created and managed budgets for travel, training, and team-building activities.
  • Developed and implemented procedures for managing inventory levels, ordering, receiving, stocking and distribution of products.
  • Distributed daily tasks to appropriate employees and checked to complete duties within expected time frames.
  • Worked closely with store management team to develop new initiatives that would improve customer satisfaction ratings.
  • Delegated work to staff, setting priorities and goals.
  • Managed merchandising efforts across multiple categories within the grocery department.
  • Supervised staff in the grocery department including hiring, training, scheduling and evaluating employees.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Monitored store performance metrics to ensure compliance with company standards.
  • Created weekly schedules that optimized staff productivity while minimizing labor costs.
  • Assigned work and monitored performance of project personnel.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed store's inventory and ordered merchandise and products to keep stock level.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Maximized profit by coordinating efficient team workflows, minimizing waste and controlling shrinkage.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Maintained comprehensive compliance with workplace and food safety standards to protect staff and customers.
  • Maintained cleanliness throughout the grocery section by ensuring shelves were well stocked and organized properly.
  • Assisted customers in selecting appropriate items based on their needs or preferences.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Coordinated efficient restocking of grocery merchandise to meet customer needs and promote consistent sales.
  • Maintained accurate records of all transactions related to the grocery department such as sales reports and inventory counts.
  • Facilitated effective communication between customers and associates to encourage positive, team-based atmosphere.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Recruited and trained new employees to meet job requirements.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Ensured timely resolution of customer inquiries or complaints regarding product availability, pricing and quality.
  • Created promotional displays and ensured proper signage throughout the grocery department.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Recognized by management for providing exceptional customer service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Achieved cost-savings by developing functional solutions to problems.
  • Operated equipment and machinery according to safety guidelines.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Completed day-to-day duties accurately and efficiently.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.

Education

High School Diploma -

North Hardin High School
Radcliff, KY
05.1983

Skills

  • Adaptive team player
  • Problem-solving abilities
  • Ability to communicate
  • Attentive to details
  • Listening skills
  • Letter preparation
  • Referral verification
  • Telephone etiquette
  • EMR / EHR
  • Appointment management
  • Documentation
  • Petty cash management
  • Mail management
  • Typing 30 wpm
  • Appointment scheduling
  • HIPAA compliance
  • Patient reception management
  • Typing and filing
  • Records management
  • Reminder calls
  • Microsoft office
  • Insurance verification
  • Payment collection
  • Co-payment collection
  • HIPAA guidelines
  • Paperwork coordination
  • Medical office procedures
  • Record processing
  • Patient scheduling
  • Electronic medical records
  • Workflow optimization
  • Appointment setting
  • Patient relations
  • Patient callbacks
  • Front desk operations
  • Insurance verifications
  • Records maintenance
  • Patient registration
  • Proficient in Practice Fusion

Timeline

Medical Receptionist

Hinton Healthcare Group
07.2021 - Current

Customer Service Associate/Head Bookkeeper

HOBBY LOBBY Retail Stores
02.2014 - 03.2021

Customer Service Associate, Bookkeeper, Key Holder

Gordmans Department Store
09.2006 - 02.2014

Grocery Department Manager

Winn Dixie Supermarket
07.1983 - 01.2002

High School Diploma -

North Hardin High School

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DONNA DILLEY