Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emily Smith

Virginia Beach,VA

Summary

Knowledgeable in healthcare leadership with solid background in managing front office operations and enhancing patient satisfaction. Proven ability to streamline processes and foster welcoming environment. Demonstrated strong leadership and organizational skills, ensuring seamless daily operations and high team morale.



Overview

6
6
years of professional experience

Work History

Front Office Supervisor

CHKD Chesapeake Pediatrics
06.2024 - Current
  • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
  • Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
  • Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
  • Promoted positive work environment by fostering teamwork among front office staff members.
  • Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
  • Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
  • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
  • Dispersed petty cash to employees and collected and managed receipts.
  • Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
  • Achieved high-quality service by maintaining open communication channels among team members.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Coached employees through day-to-day work and complex problems.
  • Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
  • Developed procedures to establish accurate and organized check-in and check-out processes.
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Monitored front areas so that questions could be promptly addressed.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Completed bi-weekly payroll for 8 employees.
  • Interceded between employees during arguments and diffused tense situations.

Patient Services Supervisor

Orthopedic Associates of Lancaster
04.2019 - 05.2024
  • Inputted accurate patient insurance, billing, and payment information in [Software].
  • Contacted insurance company to verify patient coverage before visit.
  • Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
  • Fostered a culture of continuous improvement by regularly soliciting feedback from patients, families, staff members on areas needing attention or enhancement.
  • Managed patient complaints professionally, addressing concerns promptly to ensure satisfaction.
  • Optimized resource allocation by analyzing clinic needs and allocating staff accordingly.
  • Enhanced staff performance by conducting regular training sessions and performance evaluations.
  • Developed strong relationships with local community organizations for better patient outreach and service provision.
  • Enhanced overall department performance by setting clear expectations measuring progress against goals, providing timely feedback to staff members on their performance.
  • Oversaw the recruitment process for new hires, ensuring a qualified team of dedicated professionals was employed at all times.
  • Maintained compliance with industry regulations through accurate documentation, consistent policy enforcement, and ongoing staff education.
  • Increased efficiency within the department by evaluating workflows and recommending improvements based on best practices.
  • Implemented new procedures to improve accuracy in medical records management and reduce errors.
  • Created a supportive work environment fostering professional growth opportunities for employees through continuing education initiatives and mentorship programs.
  • Streamlined patient admission processes for a more efficient and pleasant experience.
  • Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
  • Educated all registration staff personnel regarding updates and changes to job positions.
  • Developed highly effective communication, interpersonal, and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
  • Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
  • Collected patient co-pay and issued receipt to confirm payment.
  • Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
  • Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
  • Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.

Education

No Degree - Exercise Science

Shippensburg University of Pennsylvania
Shippensburg, PA

Cocalico High School
Denver, PA
06-2017

Skills

  • Issue handling
  • Shift scheduling
  • Staff management
  • Suggestive selling
  • Multitasking proficiency
  • Front desk operations
  • Staff training and development
  • Oral and writing communication
  • Data entry
  • Scheduling and calendar management
  • Employee management
  • Staff supervision
  • Skilled in Microsoft teams, outlook, and excel
  • Administrative tasks
  • Exceptional customer support
  • Daily shift oversight
  • Team management
  • Customer service
  • Listening skills
  • Effective multitasking
  • Exceptional communication
  • Relationship building
  • Customer relations
  • Administrative skills
  • Operations management
  • Training and coaching
  • Payroll and budgeting
  • Spreadsheet tracking
  • Customer service management

Timeline

Front Office Supervisor

CHKD Chesapeake Pediatrics
06.2024 - Current

Patient Services Supervisor

Orthopedic Associates of Lancaster
04.2019 - 05.2024

No Degree - Exercise Science

Shippensburg University of Pennsylvania

Cocalico High School

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