Heather Royer
Poughquag,NY
Summary
Customer-focused professional with successful 15+year career in Medical/Retail/Office sector. Dynamic successful applying drive and consistency in busy business environment.
Overview
24
24
years of professional experience
Work History
Hearing Aid Technician
Byron's Hudson Valley Hearing Aid Center
Poughkeepsie, United States
10.2019 - Current
- Performed basic screening procedures such as pure tone screening, otoacoustic screening and screening of ear canal status using otoscope.
- Tested hearing with complete audiological examinations.
- Attended professional development courses to maintain current understanding of industry advances in devices and treatment protocols.
- Fit devices to specific patient physiology for maximum comfort and effectiveness.
- Counseled patients and families on communication strategies and effects of hearing loss.
- Administered air conduction, bone conduction and speech audiometry tests.
- Used marketing and sales strategies to promote business and increase revenue.
- Educated clients about how to properly use, maintain and store devices.
- Worked with customers to understand needs and provide excellent service.
- Collaborated with team members to achieve target results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Used Microsoft Word and other software tools to create documents and other communications.
- Adhered to social distancing protocols and wore mask or face shield.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
Office Manager
Byrons Hudson Valley Hearing
Poughkeepsie, United States
11.2011 - Current
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Coordinated special projects and managed schedules.
- Developed standard operating procedures for all administrative employees.
- Evaluated employee records and productivity and submitted evaluation reports.
- Managed office operations while scheduling appointments for department managers.
- Prepared meeting rooms and materials and recorded important information.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Updated reports, managed accounts and generated reports for company database.
- Sourced vendors for special project needs and negotiated contracts.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Compared vendor prices and negotiated for optimal savings.
Nurse Manager
MAHV
Kingston , NY
09.2004 - 01.2010
- Trained new nurses in proper techniques, care standards, operational procedures and safety protocols.
- Supervised, directed and motivated high-quality performance from nursing staff.
- Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals.
- Fostered improvement in staff development, personnel training and standards of patient care.
- Managed 6 nurses and nursing activities in 20 room medical office by providing comprehensive nursing guidance and maintaining outstanding patient satisfaction and care standards.
- Established and continuously optimized unit schedules and individual work assignments.
- Worked at least 120 hours per month as floor nurse to maintain clinical proficiency.
- Evaluated skills of nursing personnel and verified staff certifications for validity.
- Vaccinated patients to protect individuals from measles, pneumonia, influenza and other illnesses of concern.
- Investigated and independently resolved complaints from staff, physicians and patients by leveraging clinical judgment and unit management expertise.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
Front Desk Supervisor
MAHV
Kingston, NY
09.2003 - 09.2008
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Built talented team through hiring and training new associates.
- Oversaw fast-paced front desk operations and patients needs at busy facility.
- Conducted financial audits on scheduled basis.
- Maintained transaction security by verifying payment cards against identification.
- Scheduled and assigned daily work and activities for team members.
- Kept accounts in balance and ran daily reports to verify totals.
- Designed employee work schedules to address complete operational needs.
Education
BBA - Business Administration, Medical
Concordia College
Moorhead, MN06.2017
High School Diploma -
KHS
Kingston , NY 06.1993
Skills
- Policy and Procedure Modification
- Team Management
- Office Management
- Payroll Administration
- Medical Billing and Collections
- Licensing Requirements
- Biweekly Payroll Processing
- Office Supplies and Inventory
- Cash Flow and Reconciliation
- Vendor Liaising
- Deposit Collection
- Delegation and Work Assignment
- Leadership and Change Management
- Friendly and Relatable
- Skilled in Microsoft Office
- Departmental Support
- Confidence and Drive
- Remote Work Coordination
- Managing Appointments
- Contracts and Vendor Agreements
- Mail and Package Distribution
- Invoice and Payment Tracking
- Employee Motivation
- Office Equipment Management
- Adaptable and Resilient
- Reading Comprehension
- Administering Vaccines
- Administration and Operations
- Diligent Follow Through
- Special Event Projects
- Meeting Coordination and Support
- Documentation
- Employee Timesheet Processing
- Staff Training
- Budgetary Planning
Timeline
Hearing Aid Technician
Byron's Hudson Valley Hearing Aid Center
10.2019 - Current
Office Manager
Byrons Hudson Valley Hearing
11.2011 - Current
Nurse Manager
MAHV
09.2004 - 01.2010
Front Desk Supervisor
MAHV
09.2003 - 09.2008
BBA - Business Administration, Medical
Concordia College
High School Diploma -
KHS
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