Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Flora Shala

Mamaroneck

Summary

Versatile and results-driven administrative professional with extensive experience in leading office operations, executing robust strategies, resolving issues, improving processes, and delivering quality services to clients. Solid track record of effectively managing and optimizing administrative functions & financial operations to achieve bottom-line outcomes. Adept at overseeing office procedures, coordinating staff activities, and maintaining accurate accounting records. Strong proficiency in utilizing bookkeeping software and ensuring compliance with financial regulations. Committed to providing efficient and reliable support to enhance productivity and streamline operations. Well-versed in spearheading and delivering special projects within time, under budget, and according to the requirements. Instrumental in responding to clients’ queries related to billing and resolving complex issues in a timely manner using analytical skills. Expert in performing account receivable functions including invoicing, deposits, collections, and revenue recognition.

Overview

14
14
years of professional experience

Work History

Dispatcher Manager

ProTech IT Solutions
11.2024 - Current
  • Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
  • Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
  • Collaborated with other departments to address issues impacting overall operational performance, fostering positive interdepartmental relationships.
  • Managed a team of dispatchers, promoting teamwork, accountability, and high-performance standards.

Patient Financial Access Specialist (Promoted)

Greenwich Hospital
01.2022 - 11.2024
  • Oversee all patient financial access facilitator functions and offer quality support with complex scheduling in more than one outpatient service area. Verify the patient's insurance coverage to determine the extent of their benefits, including eligibility, coverage limits, and any pre-authorization requirements. Perform various statistical and QA functions. Facilitate in the development of new procedures and participated in the planning, implementation, and training of system improvements to enhance the operating functions of the department. In-depth knowledge of the various insurance carriers' options and completing insurance entry accurately, satisfying billing requirements to ensure a payable account.
  • Improved and maintained patient safety by adhering to red-flag procedures as well as identifying patients accurately using effective communication and technology to perform a variety of functions.
  • In-depth of the online eligibility and insurance website systems, including understanding patient's eligibility, determining benefits and co-pay amount due.
  • Processed the patient visit information in a timely manner by updating the patient’s demographic and financial information using several computer systems.
  • Enriched patient experience by enhancing overall processes and acknowledging/receiving patients and visitors to the department following the YNHHS Standards of Professional Behavior.
  • Delivered impeccable services to clients in accordance with the health system standards of professional behavior.
  • Coached and guided staff members as well as updated training materials to offer quality services to patients.
  • ...continued...

Receptionist | Ambassador for Patient Experience & Guest Relations

Greenwich Hospital
01.2020 - 01.2022
  • Built a strong and trust-based rapport with incoming patients by utilizing exceptional communication skills. Deliver impeccable reception services and provide detailed information accurately. Played an integral role in fostering a productive work environment that encourages the exchange of ideas and stimulates creativity. Tracked and oversaw the safe delivery of employee-related items.
  • Nominated and recognized for outstanding support and assistance to patients, earning a "Certificate of Appreciation" at the upcoming patient experience award ceremony.
  • Established and maintained a healthy and clean environment in accordance with safety and health protocols.
  • Achieved 100% KPI and policy compliance through skillful implementation of organizational procedures.

Physician Practice Office Assistant, Vascular

White Plains Hospital
01.2018 - 01.2019
  • Led emergency cases, patient communication, priority management, and cross-functional collaboration. Managed a high volume of patient records and documents, facilitating streamlined workflow and easy access to strategic operations. Utilized the Epic Practice Management System to efficiently coordinate patient appointments and arrivals, ensuring seamless operational flow. Delivered progressive recommendations to ensure the attainment of future goals and enhance service delivery while attending mandatory in-services/staff meetings to achieve positive outcomes. Drove optimized the development of the entire office system through the effective utilization of analytical prowess.
  • Delivered precise and statistically accurate results by optimizing the management of ultrasound and other test orders through thorough validation of insurance coverage and patient demographics.
  • Recognized by the department for delivering outstanding customer services by organizing all appointments and schedules for patients.
  • Maintained compliance with KPIs and organizational standards with all WPH policies and procedures.

Administrative Office Assistant

Dr. Steven Schwabe, DDS
01.2011 - 01.2017
  • Managed all aspects of insurance operations, including assessing eligibility, collecting payments, processing deductions, submitting claims, and handling insurance payments for production summary. Coordinated and scheduled patient appointments, prioritizing based on management guidelines, and ensuring proper documentation. Optimized and monitored inventory levels to achieve desired outcomes.
  • Optimized efficiency and productivity by upgrading and improving the entire office computer system.
  • Migrated and updated a significant volume of patient demographic and insurance information to the new computer system, ensuring accurate and up-to-date records.
  • Resolved complex issues promptly by devising and executing robust administrative excellent strategy.

Education

Associate Degree - Business Administration, Management, Marketing

College of Westchester
White Plains, NY

Skills

  • Office Operations Management
  • Administrative Assistance / Support
  • Account Payable / Receivables
  • Quality Assurance / Control
  • Business Process Improvement
  • Insurance Verification / Authorization
  • Project Management / Delivery
  • Document Management / Control

Languages

Albanian
Native or Bilingual

Timeline

Dispatcher Manager

ProTech IT Solutions
11.2024 - Current

Patient Financial Access Specialist (Promoted)

Greenwich Hospital
01.2022 - 11.2024

Receptionist | Ambassador for Patient Experience & Guest Relations

Greenwich Hospital
01.2020 - 01.2022

Physician Practice Office Assistant, Vascular

White Plains Hospital
01.2018 - 01.2019

Administrative Office Assistant

Dr. Steven Schwabe, DDS
01.2011 - 01.2017

Associate Degree - Business Administration, Management, Marketing

College of Westchester

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Flora Shala