Heather Duffey
Clermont ,FL
Summary
Forward-thinking Senior Manager adept at managing teams of 62 employees with 4 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Referral Manager
Aegis Medical Group
Clermont, FL
10.2016 - Current
- Forward-thinking Senior Manager adept at managing teams of 62 employees with 4 direct reports to accomplish challenging objectives.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Medical Representative
Baranco Clinic
Clermont, FL
11.2015 - 10.2016
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
- Coordinated referrals efficiently by liaising with primary care offices and obtaining necessary documentation in timely manner.
- Streamlined insurance verification processes, resulting in reduced wait times and increased patient satisfaction.
- Managed approximately 50 insurance verifications and surgery authorizations daily
Chiropractic Office Manager
Chiropractic One Of Clermont
Clermont, FL
03.2013 - 10.2015
- Managed daily operations of chiropractic office, ensuring smooth workflow for patients and staff alike.
- Streamlined inventory management processes to track supplies effectively while minimizing costs associated with overstocking or waste.
- Responsible for checking in/out patients, setting up follow up appointments, taking payments, verifying insurance for appointment dates, as well as verifying special ICD and CPT coding for insurance billing
- Assisted in hiring and onboarding new staff members, fostering positive workplace culture that supported employee growth and development.
- Maintained accurate financial records for practice, ensuring timely processing of invoices and payments.
- Managed 35 billing claim to clearing house and automobile accident claims.
Medical Receptionist Supervisor
Total Family Health Care
Clermont, FL
11.2009 - 12.2013
- Developed strong relationships with patients through consistent professionalism and compassionate care during interactions at front desk area.
- Assisted in training of new employees, developing comprehensive onboarding materials that enhanced knowledge retention.
- Enhanced patient experience with warm, welcoming environment and professional demeanor.
- Maintained accurate patient records, ensuring compliance with HIPAA regulations and protecting sensitive information.
- Completed bi-weekly payroll for 10 employees.
Workers' Compensation Claims Adjuster
United Self Insured Services
Orlando, FL
03.1998 - 03.2008
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Preparing for full formal reports to clients, maintaining diary and investigation of claims
- Preparing Medicare set asides and have worked claims with SDF.
- Maintained contact with claimants and attorneys to determine treatment status.
- Attending, and preparing for mediations, hearings, and depositions
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Directed claims negotiations within allowable limit of $20,000.00 and supported successful litigations for advanced issues.
- Analyzed information gathered by investigation and reported findings and recommendations.
- 1998 to 1999 HR Assistant
- Timecards and payroll adjustment with paychecks
Education
High School Diploma -
West Orange High School
Winter Garden, FL05.1995
Skills
- Staff Management
- Complex Problem-Solving
- Employee Recruitment and Hiring
- Strategic Planning
- Project Management
- Performance Management
- Staff Development
- HEDIS Knowledge
- Utilization Management
- Negotiations
- Process Developer
- Referral Coordination
Accomplishments
Owner of Six Sigma referral process which led to the development of the Referral Department
Certification
Process Improvement Team
Timeline
Senior Referral Manager
Aegis Medical Group
10.2016 - Current
Medical Representative
Baranco Clinic
11.2015 - 10.2016
Chiropractic Office Manager
Chiropractic One Of Clermont
03.2013 - 10.2015
Medical Receptionist Supervisor
Total Family Health Care
11.2009 - 12.2013
Workers' Compensation Claims Adjuster
United Self Insured Services
03.1998 - 03.2008
High School Diploma -
West Orange High School