Drusilla Ward
Saint Augustine,Florida
Summary
Multi-talented professional with 15+ years of dynamic experience in office administration, specializing in medical office leadership. Proven expertise in guiding teams with standardized procedures and highly efficient workflows designed to improve business performance and guarantee patient satisfaction. Organized communicator with a flexible, team-driven approach to business. Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Flagler College
St Augustine
2022.04 - Current
- Provide administrative support for Health Services Department, staff, and students
- Assist students in orienting to Health Care and Counseling Departments via health portals
- Independently manage the electronic medical records system, schedule visits, and maintain record-keeping systems
- Submit and maintain Health Services website and database updates along with statistical reports for Administration Director
- Balance department budget, reconcile credit card accounts payable, and manage procurement of medical supplies
- Create and schedule health care projects throughout the campus.
Physician Office Specialist
Mayo Clinic
St. Augustine
2018.12 - 2021.12
- Directed all aspects of physician office registration in an outpatient setting
- Collected and tracked patient information, scheduled appointments, and managed referrals
- Recognized for handling over 100 visits per week and delivering world-class customer service.
IT Application Support Specialist
HCi, Healthcare Information Systems
Jacksonville
2017.04 - 2018.12
- Executed call center operations and aided staff with system adoption during major transitions
- Communicated effectively with stakeholders for large health systems
- Provided IT support for EMR merger, resolving inquiries or escalating calls to appropriate departments.
Medical Office Manager
Neurosurgical Associates of St. Augustine, LLC
St. Augustine
2013.08 - 2017.04
- Scheduled patient registrations, insurance verification, and referral processing
- Managed health records and patient accounts using various EMR systems
- Maintained office billings and reconciled banking accounts
- Order supplies Accounts Payable
Customer Service Representative
Herbie Wiles Insurance
St. Augustine
2007.07 - 2011.09
- Delivered customer service related to home, auto, life, and state flood insurance products
- Managed a high-volume book of business, creating quotes and handling sales and renewals.
Education
Bachelor of Science - Criminal Justice
Skills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Electronic Medical Records (EMR) Systems: Epic, Cerner, Athena, Stream-line, All-Scripts, E-Clinical
- Typing (55 wpm)
- Data Entry
- Clerical Support
- Invoice Processing
- Office Administration
- Report Writing
- Filing
- Mail handling
- Meeting planning
- Document Control
- Information Security
- Appointment Scheduling
- Scheduling
- Presentation Preparation
- Deadline-oriented
- Typing proficiency
- Patient Scheduling
Certification
- HIPPA Compliance
- FERPA (Family Education Privacy Act)
- FERPA For Colleges & Universities
- Bloodborne Pathogens Training
- Campus Bystander Intervention
- Licensed Security Officer, State of Florida (D3228895)
- Concealed Weapons for Firearm License (WX3025343)
- Basic Life Support (BLS) 2024
Accomplishments
- Proven record of success in office management and business administration, accelerating growth, improving patient satisfaction, and boosting revenue.
- Detail-oriented with a meticulous work ethic, enhancing performance and team success in account reconciliation and document review.
- Technically skilled in various tools and systems: Microsoft Office Suite, Epic, Cerner, Athena, Stream-line, All-Scripts, and E-Clinical EMR systems.
Area Of Expertise
- Administrative Office Workflow
- Healthcare Administration
- Documentation Review/Vital Records
- Call Center Lead
Community Service
- Licensed Chaplain, Chaplains in The Marketplace
- Certified Lay Counselor, St Johns County Jail
- Active Member, St Augustine Cares
Affiliations
- Community Involvement - St Augustine CARES
- Volunteer at the local Homeless Shelter
- Volunteer Clergy - St Johns County Jail
Timeline
Administrative Assistant
Flagler College
2022.04 - Current
Physician Office Specialist
Mayo Clinic
2018.12 - 2021.12
IT Application Support Specialist
HCi, Healthcare Information Systems
2017.04 - 2018.12
Medical Office Manager
Neurosurgical Associates of St. Augustine, LLC
2013.08 - 2017.04
Customer Service Representative
Herbie Wiles Insurance
2007.07 - 2011.09
Bachelor of Science - Criminal Justice
- HIPPA Compliance
- FERPA (Family Education Privacy Act)
- FERPA For Colleges & Universities
- Bloodborne Pathogens Training
- Campus Bystander Intervention
- Licensed Security Officer, State of Florida (D3228895)
- Concealed Weapons for Firearm License (WX3025343)
- Basic Life Support (BLS) 2024
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