Gabriella Lima
Wickliffe,OH
Summary
Multi-tasking Veterinary Receptionist known for being compassionate, professional and dependable. Skilled in customer service, record keeping and appointment scheduling. Well-known for maintaining composure in crisis situations. Managed office supplies, records, billing, product. Organized business schedule in accordance with practitioner availability. Interviewed and hired staff members. Trained in Avimark use with knowledge of HIPAA laws, triaging emergency situations, animal restraint, veterinary terminology, anesthetic protocol and preparing exam rooms for the doctor. Managed social media account to generate interest and increase engagement. Pursuing a position where well-honed office skills will be appreciated.
Overview
7
7
years of professional experience
Work History
Veterinary Receptionist / Office Manager
Willow Run Veterinary Clinic
09.2020 - Current
- Organized and updated databases, records and other information resources.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Coordinated office events, seminars and meetings for staff and clients.
- Created organized filing system to manage patient documents.
- Maintained current and accurate medical records for patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Entered data from pet records and office visits into computer system.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Answered owner animal health questions and advised on best care practices.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Transcribed phone messages and relayed to appropriate personnel.
- Invoiced patients accurately in line with charging guidelines.
- Helped patients complete necessary medical forms and documentation.
- Printed prescription requests and queries in compliance with practice protocol.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Conducted patient intake interviews, recording and documenting relevant information.
- Managed office bookkeeping with insurance billing and patient payments.
- Increased revenue 20% within 12 month span by implementing price increase structure to match increased cost of goods and labor.
Cashier
Pulp Juice & Smoothie Bar
02.2019 - 11.2021
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Managed over 300 customers in 6 hour shifts, including large orders for students. This required coordinating our supply order and staffing in advance to prepare for events or busy shifts.
- Worked flexible schedule and extra shifts to meet business needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers by answering questions and fulfilling requests.
- Quickly and accurately counted drawers at start and end of each shift.
- Mentored new team members on sales software system operation.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Resolved escalated customer disputes with special actions such as discounts.
- Managed staffing levels to provide optimal support for cash register operations.
- Reconciled daily totals to maintain balanced and compliant ledgers.
- Learned duties for various positions and provided backup at key times.
Cashier / Hostess
Manhattan Deli Bar And Grille
03.2017 - 08.2019
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Set up new sales displays each week with fresh merchandise.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Used POS system to enter orders, process payments and issue receipts.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
Education
Bachelor of Arts - Psychology
Cleveland State University
Cleveland, OH05.2023
Associate of Arts - Psychology
Lakeland Community College
Willoughby, OH05.2021
High School Diploma -
Wickliffe High School
Wickliffe, OH05.2019
Skills
- Electronic Medical Record
- Staff Recruiting
- Reminder Calls
- Telephone Management
- HIPAA Guidelines
- Office Supplies and Inventory
- Medical Transcription
- Staff Meetings
- Service Quality
- Account Management
- Exam Room Preparation
- Medical Records Management
- Front Desk Operations
- Medical Information Software
- Customer Interaction
- Critical Thinking
- Veterinary Terminology
- Patient Relations
- Schedule Coordination
- Verbal and Written Communication
- Workflow Optimization
- Hospital Maintenance
- Patient Scheduling
- Medication Dispensing
- Teamwork and Collaboration
- Adaptable and Flexible
Timeline
Veterinary Receptionist / Office Manager
Willow Run Veterinary Clinic
09.2020 - Current
Cashier
Pulp Juice & Smoothie Bar
02.2019 - 11.2021
Cashier / Hostess
Manhattan Deli Bar And Grille
03.2017 - 08.2019
Bachelor of Arts - Psychology
Cleveland State University
Associate of Arts - Psychology
Lakeland Community College
High School Diploma -
Wickliffe High School
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