Heather Raymond
Saltville,VA
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated at Ballad Health Urgent Care Marion. Skilled in administrative support and problem-solving, ensuring confidentiality and efficient patient care. Excelled in roles requiring a service-oriented mindset and robust organizational skills, significantly contributing to team productivity and operational excellence. People-oriented Front Office Receptionist with 12 years of experience. Expert in medical offices with proven talent for completing scheduling with professionalism and timeliness. Distinguished history of effective budgeting and proactive streamlining. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills. Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Overview
6
6
years of professional experience
Work History
Front Office Receptionist
Ballad Health Urgent Care Marion
08.2024 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained clean reception area to promote positive, professional environment for clients.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Completed all tasks in compliance with company policies and procedures.
- Scheduled, coordinated and confirmed appointments and meetings.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Patient Access Specialist
Ensemble Health Partners
11.2023 - 08.2024
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Prepared patient identification band and completed admissions papers.
- Collected and validated patient demographics and insurance information.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Contacted insurance companies for patient medical billing operations.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
- Delivered support to medical staff in completion of patient paperwork.
- Greeted and assisted patients with check-in procedures.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Patient Administrator
ReVida Recovery
05.2023 - 10.2023
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Communicated with patients, ensuring that medical information was kept private.
Store Manager
Flowers Baking of Knoxville
02.2019 - 09.2022
- Supervised guests at front counter, answering questions regarding products.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Completed point of sale opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Assisted with hiring, training and mentoring new staff members.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Education
Associate of Science - Medical Assisting
Blue Ridge CTC
Martinsburg, WV12.2018
Skills
- Word Processing
- Business operations understanding
- Administrative Skills
- File Organization
- Clerical Support
- Security awareness
- Guest Relations
- Building Relationships
- Time Management
- Problem-solving skills
- Cash Handling
- Professional Demeanor
- Hospitality services
- Appointment Scheduling
- Document Control
- Effective Planning
- Listening Skills
- Work Prioritization
- Conflict Management
- Verbal and written communication
- Telephone skills
- File Management
- Service-oriented mindset
- Security understanding
- Organization skills
- Basic accounting
Timeline
Front Office Receptionist
Ballad Health Urgent Care Marion
08.2024 - Current
Patient Access Specialist
Ensemble Health Partners
11.2023 - 08.2024
Patient Administrator
ReVida Recovery
05.2023 - 10.2023
Store Manager
Flowers Baking of Knoxville
02.2019 - 09.2022
Associate of Science - Medical Assisting
Blue Ridge CTC
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