DONNA RICE
Hardy
Summary
A business professional with background in office administration and management, known for high standards and results-driven approach. Proven ability to enhance office efficiency through effective communication and organizational skills. Reliable team player, adaptable to changing needs, and focused on collaborative success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Business Office Assistant
Tinker Creek Dental Care
Roanoke, VA
10.2024 - Current
- Managed patient scheduling to optimize office workflow and enhance appointment efficiency.
- Processed patient insurance claims, ensuring compliance with policies and timely reimbursements.
- Coordinated communication between dental staff and patients to improve service delivery and satisfaction.
- Maintained accurate patient records using dental practice management software for streamlined operations.
Business Associate
SALEM DENTAL CARE
Salem, VA
01.2022 - 10.2024
- Patient check-in and insurance verification
- Treatment planning
- Account Collections
- Scheduling
- Developed and maintained comprehensive patient records using electronic health record systems.
Healthcare Administrative Associate
CARILION CLINIC
Vinton, VA
01.2021 - 01.2022
- Provide excellent customer service for the patient from start to finish.
- Data entry and insurance verification
- Processing of forms and request such as FMLA, CMAP, Prescription request, and Records
- Coordinated communication between departments, fostering collaboration and information sharing.
Wire Specialist/Sales Orders/Stock Room Lead
GE ENERGY
Salem, VA
01.2013 - 01.2018
- Read blueprints and specifications to decide part parts and assembly sequences of electromechanical units.
- Receive and count stock items and record data manually or using computer.
- Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment. Aiding or direction to other stockroom, warehouse, or storage yard workers.
- Conducted quality assurance inspections to ensure compliance with industry standards.
Customer Service Advisor
MAGIC CITY FORD
Roanoke, VA
01.2012 - 01.2013
- Manage Customer Complaints
- Customer Service
- Managed service appointments, optimizing scheduling for efficiency.
Customer Care Manager
SHENTEL/JETBROADBAND
Rustburg, VA
01.2007 - 01.2011
- Ensured all employees received proper training to meet the needs of the call center model for patient satisfaction.
- Administered reporting used for analysis and decision-making about the call center growth as well as budgeting.
- Collaborated with office colleagues to ensure that all calls are managed properly, and customer service standards are consistently achieved Effectively and efficiently managed resources to ensure that the call center goals are met.
- This includes staffing levels, call center metrics, equipment, and other resources.
- Designed and implemented leadership training and performance goals for supervisors to improve managerial skills and professional growth.
- Maintained databases of current policies, procedures, and practices to ensure exact information is always available for the call center staff.
- Responsible for management and motivation of 30 direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, phone statistics reporting, quarterly performance evaluations, and staffing decisions using simple averaging to forecast call volume.
- Received excellent scores in leadership assessments throughout tenure.
- Created customer surveys to track customer satisfaction.
- Based on customer feedback, created "save team" consisting of experienced representatives to attempt resolution when customers called to cancel policies.
- Developed training programs to improve staff skills and knowledge retention.
Education
Certificate - Advanced Medical Office Specialist
Virginia Western Community College
Roanoke, VA01-2021
Associates Degree - Administrative Management Technology specializing in Medical
Virginia Western Community College
Roanoke, VA01-2021
Skills
- Certification in Microsoft Office
- Knowledge of Medical Terminology
- Staff Training, Scheduling & Supervision
- Conflict Resolution
- Accounts Receivable
- Call Center/Office Management
- Calendar/Scheduling
- Sales
- Proficient in QuickBooks
- Collections
- Billing
- Knowledge of Medical Coding
- Record Keeping
- Cash Management
- Customer Service
- Front Desk
- Office management
- File organization
- Data entry expertise
- Scheduling and planning
- Ordering office supplies
- Accounts payable and receivables
- Multitasking Abilities
- Cash handling
- Scheduling appointments
- Team building
Certification
Certificate in Excellence in Customer Service 2002
Certification in Microsoft Office
Certificate in Advanced Medical Office Specialist
Associates Degree in Administrative Management Technology Specializing in Medical
Timeline
Business Office Assistant
Tinker Creek Dental Care
10.2024 - Current
Business Associate
SALEM DENTAL CARE
01.2022 - 10.2024
Healthcare Administrative Associate
CARILION CLINIC
01.2021 - 01.2022
Wire Specialist/Sales Orders/Stock Room Lead
GE ENERGY
01.2013 - 01.2018
Customer Service Advisor
MAGIC CITY FORD
01.2012 - 01.2013
Customer Care Manager
SHENTEL/JETBROADBAND
01.2007 - 01.2011
Certificate - Advanced Medical Office Specialist
Virginia Western Community College
Associates Degree - Administrative Management Technology specializing in Medical
Virginia Western Community College