Summary
Overview
Work History
Education
Skills
Professional Memberships
Timeline
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ERICA COX PATRICK

Winterville,NC

Summary

  • Outstanding multi-tasker
  • Strong sense of responsibility and self motivation
  • Good written and oral communication skills
  • Great computer skills(Microsoft word, group cast, excel, Modern Medicine, SRS, Athena)
  • Organized and detail oriented

Overview

26
26
years of professional experience

Work History

Support Services Supervisor

ORTHOPAEDICS EAST, INC.
03.2023 - Current
  • Maintain work flow of 3 combined departments(Medical Records, Triage and appointments) and assist in department duties where needed, schedule appointments, handle medical record request, triage calls, open and distribute mail, address any questions and solve any problems within team.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Created, prepared, and delivered reports to various departments
  • Developed and maintained relationships with customers to enhance customer satisfaction
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Coached employees through day-to-day work and complex problems
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally
  • Prepared agendas and took notes at meetings to archive proceedings
  • Provided technical support to customers, troubleshooting technical issues and providing solutions
  • Monitored employee and customer interactions to assess quality of service
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards
  • Developed and implemented procedures for responding to customer inquiries and resolving technical issues
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience
  • Prepared employee schedules for maximum coverage during key hours
  • Managed specialist team to provide technical assistance and customer service
  • Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager
  • Delegated tasks to administrative support staff to organize and improve office efficiency
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel
  • Implemented project management techniques to overcome obstacles and increase team productivity
  • Kept high average of performance evaluations
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities
  • Interceded between employees during arguments and diffused tense situations

Triage Clinical Assistant

ORTHOPAEDICS EAST, INC.
08.2002 - 03.2023
  • Provide patient care via telephone such as answering questions concerning wound care, prescriptions, process medical necessity forms for durable medical equipment
  • Provide medical assistant duties as needed such as sending already approved rx, assist with clinic questions and help solve matters with Medical Records, Appointment scheduling, front desk and surgery scheduling
  • Work in same day urgent appointments and nurse/cast visits
  • Re-Fax and correct orders if needed scheduling orders, work notes etc
  • Train new employees in triage for 20 years
  • Assist peers in other departments when called upon with problem solving when needed perform lead duties when supervisors were not available.
  • Called and faxed pharmacies to submit prescriptions and refills
  • Collected and documented patient medical information such as blood pressure and weight
  • Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients
  • Comforted anxious patients before procedures and listened to concerns, offering support, and compassion
  • Maintained up-to-date patient records with medical histories and test results
  • Reviewed physician's calendar and scheduled patient appointments by telephone and in-person
  • Followed comprehensive clinical protocols to safeguard patient safety
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff

Medical Assistant

ORTHOPAEDICS EAST, INC.
03.1999 - 08.2002
  • Patient care, assisted physicians in patient care, applied and removed dressings, applied and removed casts, removed sutures and stitches, obtained authorization for physical and occupational therapy and surgical procedures, scheduled surgical procedures and made physician referrals.

Medical Assistant

PITT ORTHOPEDIC SERVICE, INC.
10.1997 - 03.1999
  • Patient care, assisted physicians in patient care, applied and removed dressings, applied and removed casts, removed sutures and stitches, obtained authorization for physical and occupational therapy and surgical procedures, scheduled surgical procedures and made physician referrals.

Education

Applied Associate Degree - Medical Assisting -

PITT COMMUNITY COLLEGE
Greenville, North Carolina
05.1996

High School Diploma -

D. H. CONLEY HIGH SCHOOL
Greenville, North Carolina
06.1991

Skills

  • Customer Service
  • Client Retention
  • Performance Evaluations
  • Policy Development
  • Leading Team Meetings

Professional Memberships

AMERICAN ASSOCIATION OF MEDICAL ASSISTANTS (AAMA), 1998, Present

Timeline

Support Services Supervisor

ORTHOPAEDICS EAST, INC.
03.2023 - Current

Triage Clinical Assistant

ORTHOPAEDICS EAST, INC.
08.2002 - 03.2023

Medical Assistant

ORTHOPAEDICS EAST, INC.
03.1999 - 08.2002

Medical Assistant

PITT ORTHOPEDIC SERVICE, INC.
10.1997 - 03.1999

Applied Associate Degree - Medical Assisting -

PITT COMMUNITY COLLEGE

High School Diploma -

D. H. CONLEY HIGH SCHOOL

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ERICA COX PATRICK