Felicia Pelton
Monticello
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
37
37
years of professional experience
Work History
Medical Secretary
Houlton Regional Hospital
09.2020 - Current
- Managed appointment scheduling for patients, ensuring efficient use of clinic resources.
- Coordinated communication between medical staff and patients to streamline service delivery.
- Maintained accurate patient records using electronic health record systems.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Supported office staff and operational requirements with administrative tasks.
- Answered phone calls and messages for medical office, scheduling appointments, and handling patient inquiries.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing calendars for multiple physicians.
- Ensured compliance with HIPAA regulations through proper handling of sensitive patient information within the office setting.
- Managed patient appointments and scheduling, ensuring optimal use of resources.
Receptionist
OB/GYN of South Windsor
12.2018 - 08.2019
- Maintained accurate medical records and updated patient information in electronic health systems.
- Assisted in front desk operations, ensuring a welcoming environment for patients and visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained confidentiality of information regarding clients and company.
- Routed incoming mail and messages to relevant personnel without delay.
- Managed patient scheduling, optimizing appointment flow and reducing wait times.
Business Service Representative
Mercy Hospital Springfield
02.2018 - 08.2018
- Managed customer inquiries, providing accurate information and resolving issues efficiently.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Business Service Representative
Hartford Health Care, Primary Care Physicians
03.2015 - 02.2017
- Managed patient inquiries, providing timely and accurate information to enhance service quality.
- Delivered outstanding customer service while managing high call volume and maintaining accuracy in data entry.
- Coordinated appointment scheduling, ensuring efficient use of resources and minimal wait times.
- Streamlined patient registration processes, improving data accuracy and operational efficiency.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Team Leader Manager
Rockville Family Physicians, Healthwise Medical
01.2004 - 01.2014
- Led cross-functional teams to enhance patient care delivery and operational efficiency.
- Implemented workflow improvements to streamline processes within medical practice.
- Managed scheduling systems to optimize resource allocation and reduce wait times.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Mitigated potential conflicts among team members by promoting open communication and fostering a positive environment.
- Facilitated cross-training opportunities among team members, creating a more versatile and resilient workforce capable of handling unforeseen challenges.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Collaborated with healthcare providers to develop strategic initiatives for patient engagement.
Outpatient Services Supervisor
Rockville General Hospital
10.1988 - 12.2002
- Oversaw daily operations to ensure efficient workflow and productivity across teams.
- Mentored junior staff, fostering a culture of continuous improvement and professional development.
- Implemented process enhancements that reduced operational delays and improved service delivery.
- Coordinated scheduling and resource allocation to optimize team performance and meet project deadlines.
- Conducted performance evaluations, providing constructive feedback to guide employee growth and achievement.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Education
General/Business
Rockville High School
Vernon, CTNo Degree - Business Management
Asnuntuck Community College
EnfieldSkills
- Medical terminology
- Customer service
- Patient scheduling
- Strong organizational skills
- Medical terminology expertise
- Telephone customer support
- Medical records management
- Professional telephone etiquette
Languages
English
Full Professional
Timeline
Medical Secretary
Houlton Regional Hospital
09.2020 - Current
Receptionist
OB/GYN of South Windsor
12.2018 - 08.2019
Business Service Representative
Mercy Hospital Springfield
02.2018 - 08.2018
Business Service Representative
Hartford Health Care, Primary Care Physicians
03.2015 - 02.2017
Team Leader Manager
Rockville Family Physicians, Healthwise Medical
01.2004 - 01.2014
Outpatient Services Supervisor
Rockville General Hospital
10.1988 - 12.2002
General/Business
Rockville High School
No Degree - Business Management
Asnuntuck Community College