Heather Payne
Summary
Social services professional with a strong work ethic and effective communication skills. Proven ability to adapt quickly and contribute to team success. Committed to supporting individuals in recovery and overcoming addiction challenges in a kind and compassionate manner. Demonstrated proactive approach in achieving organizational goals.
Overview
2027
2027
years of professional experience
Work History
Group Home Residence Manager
Crossroads Counseling and Training Services
Fairbanks
2026.01 - Current
- Supervised daily operations and routines for developmentally disabled residents in group home setting.
- Developed and implemented policies, procedures and objectives for group home.
- Facilitated communication between staff, residents, and families for support needs.
- Coordinated activities and programs to enhance resident engagement and well-being.
- Maintained accurate documentation of resident behavior and incidents.
- Implemented safety protocols to ensure a secure living environment for residents.
- Trained new staff on policies, procedures, and resident care practices.
Tour Guide / Guest Service Representative
Chena Hot Springs Resort
Fairbanks
2025.01 - 2025.10
- Led engaging tours through scenic areas of Chena Hot Springs Resort, enhancing visitor experience.
- Educated visitors about natural hot springs and local wildlife.
- Responded to visitor inquiries about resort amenities and activities, providing informative and friendly assistance.
- Coordinated group outings and special events at the resort, ensuring smooth execution and guest satisfaction.
- Maintained a positive attitude and enthusiasm when interacting with guests.
- Worked closely with colleagues in order to provide a high level of service throughout the duration of the tour.
- Adhered to company policies and procedures when dealing with guest complaints or inquiries.
Assistant Manager
Cato Corporation
Indianola
2023.12 - 2024.10
- Supervised daily operations including scheduling shifts, assigning duties.
- Trained and mentored new staff on company policies and procedures.
- Monitored sales performance and provided feedback to team members.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
Patience concierge
Serene Oral Surgery
Hattiesburg
2022.10 - 2023.11
- Greeted patients warmly upon arrival at the oral surgery clinic.
- Managed appointment scheduling using electronic health record systems.
- Coordinated patient flow, optimizing scheduling to ensure timely surgical procedures.
- Verified insurance information and resolved billing inquiries to facilitate patient care.
- Maintained a clean and organized reception area for patient comfort.
- Handled incoming calls and responded to patient inquiries promptly.
- Managed incoming mail and packages to ensure secure handling and delivery.
- Addressed customer complaints efficiently, achieving satisfactory resolutions and enhancing patient experience.
Patient Service Representative
Green Eye Institute
Hattiesburg
2021.10 - 2022.10
- Assisted patients with appointment scheduling and registration processes.
- Handled patient inquiries and resolved concerns to enhance patient satisfaction.
- Maintained accurate patient records in electronic health record systems.
- Collaborated with medical staff to ensure seamless patient flow and care.
- Trained new team members on office protocols and software usage comprehensively.
- Answered incoming calls in a professional manner.
- Verified insurance information, collected payments, and scheduled appointments to streamline patient processing.
- Adhered to HIPAA regulations when handling confidential patient information.
- Coordinated patient needs with healthcare professionals to ensure timely care.
Scheduling and Billing Specialist
Wesley Physician Services
Hattiesburg
2016 - 2019
- Exceptional medical record management with knowledge of health insurance terminology, plans, and standards
- Maintained patient files and appointment schedules to ensure organized and efficient patient flow
- Outstanding customer service skills with strong interpersonal skills to address patient inquiries and resolve patient issues
- Managed multi-line phone systems to facilitate timely responses to patient inquiries and enhance customer service
- Managed patient accounts, to include payments, payment plans, and collections
- Maintained patient records, while following HIPAA guidelines
- Worked directly with medical providers to ensure excellent patient care
- Prepared patient paperwork, provided information, and obtained prior authorizations from insurance companies to streamline patient care processes
Special Education Assistant Teacher
Bayview Academy Charter School
Monterey
2014 - 2016
- Collaborated with classroom teacher to develop lesson plans and manage classroom activities.
- Supported students with special needs during daily activities and instruction in language arts and social studies, facilitating development of reading and writing skills.
- Collaborated with staff to create individualized education plans for students.
- Executed lesson plans created by main classroom teacher, ensuring alignment with student needs and learning objectives.
- Taught lessons independently in small group settings for students with special needs
Medical Assistant
Community Hospital of Monterey County
Monterey
2013 - 2015
- Maintained accurate patient records using electronic health record systems.
- Coordinated patient scheduling and appointments across multiple departments to optimize workflow.
- Assisted healthcare providers with patient examinations and procedures.
- Instructed patients on medication management and health techniques to promote adherence and wellness.
- Collaborated with medical staff to enhance quality of patient care through effective communication.
- Obtained vital signs from patients and performed venipunctures, injections, and diagnostic procedures
Owner/Operator
Shaw Family Daycare
2006 - 2012
- Managed daily operations of a family daycare facility
- Operated daycare center in several locations as family relocated to several different for spouse's military career. Locations included Port Hueneme, California; Gulfport, Mississippi; and Honolulu, Hawaii
- Created a safe, relaxed, and clean environment conducive to the development of social and physical skills, with an emphasis on encouraging creativity
- Encouraged development of reading and writing skills through implementation of innovative games and play time activities
- Designed and implemented educational programs that fostered holistic development in children.
- Used a variety of hands-on learning activities to instill an early love of learning in children from a culturally diverse background
Education
Certificate - Medical Assistant
Medi-tech
Westwood, MASome College (No Degree) - Child Development and Business
Coastline Community College
Fountain Valley, CASome College (No Degree) - Early Childhood Education
Palomar College
San Marcos, CASkills
- Care planning
- Client assessment
- Crisis de-escalation
- Behavioral management
- Incident documentation
- Patient documentation
- Safety protocols
- Patient scheduling
- Staff training and development
- Policy implementation
- Conflict resolution
- Effective communication
- Problem-solving abilities
- Teamwork and collaboration
- Cultural sensitivity
- Customer service
- Motivational skills
- Interviewing skills
- Reliability
Timeline
Group Home Residence Manager
Crossroads Counseling and Training Services
2026.01 - Current
Tour Guide / Guest Service Representative
Chena Hot Springs Resort
2025.01 - 2025.10
Assistant Manager
Cato Corporation
2023.12 - 2024.10
Patience concierge
Serene Oral Surgery
2022.10 - 2023.11
Patient Service Representative
Green Eye Institute
2021.10 - 2022.10
Scheduling and Billing Specialist
Wesley Physician Services
2016 - 2019
Special Education Assistant Teacher
Bayview Academy Charter School
2014 - 2016
Medical Assistant
Community Hospital of Monterey County
2013 - 2015
Owner/Operator
Shaw Family Daycare
2006 - 2012
Certificate - Medical Assistant
Medi-tech
Some College (No Degree) - Child Development and Business
Coastline Community College
Some College (No Degree) - Early Childhood Education
Palomar College