Fredrine Walters
Bronx,NY
Summary
Experienced Practice Administrator with over 7 years of expertise in managing healthcare practices, including scheduling, billing, financial management, staff supervision, and patient relations. Proven ability to streamline operations and improve patient satisfaction through effective communication, leadership, and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Assistant Practice Administrator
Advantage Care Physicians
08.2021 - Current
- Developed and maintained efficient workflow for administrative office, by prioritizing tasks, coordinating staff schedules, and determining appropriate assignments of multi-specialty clinic site that generates more than 55,000 clinic visits annually across multiple clinic specialties
- Increased patient satisfaction by 15% within 6-month timeframe by utilizing KPI reports and implementing new customer service model
- Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
- Motivated and supervised 75 care team associates in delivering quality patient care; supervised quarterly staff meetings, ensured timely and appropriate in-services and training, and improved patient and associate satisfaction scores by 11%
- Spearheaded implementation of new projects to expand scope of engagement: recruited, trained, and managed team of staff to create new department, which led to 5% increase in revenue
- Improved patient waits times by 25% and implemented cost-efficient initiative to reduce patient no-show by 30% through tracking and monitoring outlined goal
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory, and local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
Residential Youth Counselor
JCCA
11.2020 - 12.2021
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal and social skills.
- Tracked and monitored resident progression, decreased average time spent in program by 21%, with successful reintegration into society
- Increased resident awareness and compliance to program rules and regulations by 83%
- Facilitated and hosted educational, recreational and leisure activities to encourage social growth, personal development, and emotional healing in all residents
- Maintained contact with parents and guardians to keep them informed of progress of residents in their program
- Developed and implemented individual service plans to promote goal attainment.
Site Manager
CityMD
11.2019 - 08.2021
- Resolved issues between employees and customers using company policies to reduce employee complaints by 8%
- Managed team of 30 employees, oversaw employee attendance record, handled payroll, and ordered new materials for sites, resulting in 15% increase in employee productivity
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills, improved employee morale, increased productivity, and reduced complaints
- Led staff compliance with OSHA, federal, state, and local regulations, resulting in no potential fines for safety infractions
- Interviewed, hired and trained new workers.
- Developed correlating systems for patient care, providing general office administration, correspondence, filing and spreadsheet development, allowing for accurate scheduling and effective allocation of resources
- Organized and led regular staff meetings, ensuring effective communication and consistency of procedures across site.
Assistant Store Manager
Panera Bread
01.2019 - 11.2019
- Ensured positive customer experience by responding to customer service inquiries and resolving customer issues within 1 hour, resulting in improved customer satisfaction
- Supervised, evaluated, and coached staff of 28, enabling them to increase their sales by 10% and achieve 100% employee retention rate while maintaining low employee turnover rate
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures, resulting in increase in sales by 12% and employee retention by 25%
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
- Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs
- Improved customer satisfaction ratings by 13% and reduced employee turnover by 11%, increased store profits by 10% through strategic pricing and promotional initiatives.
Assistant Manager
ARAMARK, Higher Education
03.2015 - 01.2019
- Managed daily operations of store, including cash and inventory, through checking sales, monitoring inventory, and preparing deposit, increasing accuracy, and reducing discrepancies
- Improved customer service by ensuring all customer complaints is resolved within 24 hours, which increased customer satisfaction scores from 65% to 81%
- Managed and guided team of 28 people by setting weekly goals, analyzing weekly achievements, and offering guidance and support to team
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Drove top-box scores for customer satisfaction to 91% through proactive management of team customer service strategies, including training and coaching on customer service and retention
- Reduced corporate costs by 10% by developing and implementing improved merchandising, receiving, and maintenance procedures.
Premium Supervisor
Levy Restaurants
08.2015 - 09.2017
- Assisted in hiring Servers, Runners, Bartenders, Hostess, and Barbacks by posting and monitoring job listings, conducting interviews, and maintaining new hire paperwork
- Increased worker productivity by 15% by empowering workers to independently handle common issues improving customer service based on feedback from guests by reducing average response time for premium guests from 6 minutes to 4 minutes by training support agents to handle and resolve cases faster
- Monitored, tracked, and reported on performance, professionalism, and service quality for all workers, using daily report provided by Premium's leadership
- Trained workers in service policies, safety requirements and specifics of activities
- Assigned schedules and specific tasks to workers for optimal coverage
- Assisted in formulating budget, auditing and identifying areas of improvement.
Inventory Supervisor
WIS International Inventory
09.2016 - 05.2017
- Monitored completeness, accuracy, and compliance during inventory transactions
- Trained new staff in job duties, company policies and safety procedures for rapid onboarding
- Maintained control of cycle counts, physical inventory, and discrepancy research
- Supervised 32 inventory control personnel to support correct goods management and achievement of performance goals
- Provide communication and coaching as required
- Encourage innovative ideas
- Be proactive in anticipating and planning for number of employees required and staffing requirements of inventory events
- Led and supervised inventory team, conducting training and setting appropriate schedules
- Organize financial, SKU, warehouse, and fixed asset inventories
- Ensure each inventory meets its expected accuracy and productivity.
Education
MBA - Healthcare Management
Western Governors University
Salt Lake City, UT02.2023
Bachelor of Science - Health Administration
Colorado Technical University
Colorado Springs, CO12.2019
Skills
- Healthcare management
- Financial management
- Staff supervision and training
- Billing and coding
- Electronic health records
- Patient relations
- Compliance and regulatory requirements
- Quality assurance and improvement
- Marketing and business development
- Time Management
- Payroll Administration
Timeline
Assistant Practice Administrator
Advantage Care Physicians
08.2021 - Current
Residential Youth Counselor
JCCA
11.2020 - 12.2021
Site Manager
CityMD
11.2019 - 08.2021
Assistant Store Manager
Panera Bread
01.2019 - 11.2019
Inventory Supervisor
WIS International Inventory
09.2016 - 05.2017
Premium Supervisor
Levy Restaurants
08.2015 - 09.2017
Assistant Manager
ARAMARK, Higher Education
03.2015 - 01.2019
MBA - Healthcare Management
Western Governors University
Bachelor of Science - Health Administration
Colorado Technical University
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