Heather Toland

I was primary line of communication for everyone and everything in this company. Every outside company we had business arrangements with met with me from the landlord to providers. The owner of RWC was scheduled to be in the office on Friday mornings for a few hours to see patients but that wasn’t consistent. The entire clinic was on my shoulders, from financial decisions to staff decisions including hiring and disciplinary actions. I processed every invoice, conducted every business decision with little or no supervision. Including applying for Paycheck Protection funding and applying for loan forgiveness that was granted, twice. Approved bi-weekly payroll to for our accountant including end of year reporting. Maintained every file in including archived files. I was always looking for ways to shave costs and streamline procedures. Including creating an ‘unofficial’ EMR until we had an actual EMR when Providence switched from All Scripts to Epic by using software we had with MS Outlook and SharePoint. It was my responsibility to maintain provider credentials including medical licenses, and hospital privileges. I literally did everything from changing lightbulbs to unclogging toilets. From all office supplies including medical supplies and paper products, I ordered. I oversee all scheduling from providers to employees. Made sure all business associates agreements were on file. Revised policy and procedures, including employee handbook with the goal increase patient care in a timely manner.

I worked as the Drilling Administrative Assistant for Watson Well. I processed the entire permit application with the county that we are drilling wells in. Including submitting plot plans, and all communication with the county inspectors from start to finish on every drill, including processing and submitting the Well Completion Reporting. I was instrumental with all the scheduling for both, planning department, clients and staff for each drill. They closed the drilling side of the company and kept me in the service side, currently I process Accounts Receivables, and collections. I’m responsible for the DOT, and of Human Resource, including auditing DOT records, including driver logs, and inspections. I audit employee files to make sure we are in compliance with DOT as well as equipment records. I calculate all payroll hours and payroll audit reporting.

I was hired as a Payroll Administrator that entailed in running payroll full time for approximately 100 clients in Humboldt and Del Norte Counties. We processed payrolls weekly, bi-weekly, semi-monthly, monthly, and after the fact. Including processing and responding to garnishments via court ordered. As well as bonus and final checks as well as 941 (payroll taxes) and processing W2s at the end of the year. This also included client file maintenance of employee W4, I9 and monitoring sick and vacation times.

Analyzed data related to administrative costs and spending trends to prepare budgets for personnel. I was the Office Manager, and Bookkeeper of both locations, one in Garberville the other in Eureka. Shortly after the Garberville location closed. I did A/P, A/R, payroll, payroll taxes, sales taxes, HR, file maintenance, and pretty much everything that is office related. I felt I have to be honest as to why left, I need something more stable.

Executed record filing system to improve document organization and management. I started at Cloney’s Pharmacy as an Administrative Assistant. When I came into the company, they were using old accounting ledgers for all daily recording of sales, and re-bills. I streamlined all the daily documentations, linking documents together for easy accounting and less errors of transposing numbers. I created a several extensive MS Excel documents that are formatted and easy to use, making month end closing a lot faster and more accurate. I also did the same thing when it came to petty cash, daily bank deposits, and reconciling and paying the Amerisourse Bergen Drug bill. For all 4 pharmacies, I paid on average $250,000.00 per week. I also increased the payment portfolio on accounts receivable by making contact and creating payment arrangements on delinquent accounts changing the status to performing again, including payoffs. I also processed all NSF checks, with a success rate of .98% with only two checks that were un-collectible but were submitted to the DA Bad Check program. I was instrumental in setting up MS Office Company wide. Implemented the use of share drives company wide, avoiding crippling staff on skeleton crew days. To ensure the best customer, service the pharmacy staff could provide, due to electronic files. I monitored all documentation from all 6 delivery drivers, including facility and signature logs, as well as transactions to insure proper payments. I tracked all deliveries, including following up on un-reconciled deliveries. I created template forms for all the Skilled Nursing facilities for refills and new patient intake forms, monitored and scanned those. I ordered hardware, software, and office supplies, scheduled appointments for delivery cars, and updated the Fixed Assets in QuickBooks. Organized and lead company employee monthly meetings, placed ads for available positions, and interviewed potential new hires. I planned special events such as, Employee Appreciation dinners, as well as made contact with the city for the new sign at the 5th Street location. I’m familiar with working with purchase orders, and prior authorizations. I scanned all documentation that is required to be kept for 10 years, submitted the weekly C2 (controlled drugs) to CURES, as required. I also every month ran SAM and OIG reports to verify compliance. Additionally, assistant led in annual mandatory employee Fraud, Waste and Abuse meetings.

Evaluated appraisals, broker opinions and current market data to derive internal valuations and implement property strategies from pre-foreclosure through sale of asset. I started at SN Servicing as Asset Manager. In my portfolio at any given time I was responsible for over 1000 assets. I learned that every State and County laws for property taxes and foreclosure sales are all different in every county. I had to know status of each account, process each customer payment, while adjusting ERVs (Estimated Recovery Values) part of assets values for bookkeeping purposes. Processing property taxes current and delinquent, deciding if needed to pay those taxes, and proceed with foreclosure. Only paying at the very last minute, but before we lost interest in the property. I personally averaged out 100 collection calls per day, to stay in compliance with company rules and regulations. Ordered BPOs (Broker’s Price Opinion) and field inspections when necessary, learning how to read those and question values as that was determination of my recovery strategy. All assets were nationwide. Our agents were my eyes and ears and it was my job to question the values of properties, it was my responsibly to decide to proceed with foreclose or workout, such as modification, or payment plan to keep a delinquent account performing, or to process a modification there are financials involved that need to be reviewed as well as hardship. Those are sensitive issues that require to be addressed with confidentially, and a non-judgmental opinion. My job was to keep the borrowers paying, or to liquidate the asset, including foreclosure, note sale, or third-party sale. If I did have to proceed to foreclosure sale, and if it came back REO, (Real Estate Owned) I would have to communicate with brokers in that area , confirm ensure that properties were vacant, if not execute eviction, get properties listed and sold, in “as in condition” as soon as possible. Prior to going to sale, you must know the ins’ and outs of that property, including but not limited to, collateral, taxes, easements, liens, verifying occupancy status, collateral type and lien position. Following FDCPA collection laws and passing FDCPA test annually. I learned how the entire circle works, form loan applications, to HOI, (home owner’s insurance), PMI (private mortgage insurance), and FPI (forced placed insurance) as well as escrow, collections, modifications, liquidations, foreclosure and finally REO.

Provided primary customer support to internal and external customers. There were two of us in the department of Customer Service and Sales when I started. However, shortly after it was just me in that department. I was exclusively responsible for all sales and logistics. Shipping duties included monitoring of shipments to insure they meet customer deadlines and arrived at correct locations. I took pride in helping customers with breakage, miss-ships and inventory management to ensure they had the best sellers in their store. I built a company relationship with a local glass etcher, and personally followed up with all the etching orders to ensure products were completed correctly and in a timely manner. I was the first line of customer service physically and on the phones for Fire & Light. I assisted up to over 800 active wholesale accounts at a time. Additionally, I assisted in trade shows to showcase products to new potential customers and was able to attend a show in New York City. Using MS Excel, I created sales and shipping projection charts for each month. I also would add inventory into QuickBooks, as well as process all orders on that operating system.

I started out as a Sales Associate and quickly moved up to the highest position in the company next to CEO – Office Manager. When I started with the company, there was only one store. During my time, there I organized and facilitated the opening of the other five locations. I was responsible for interviewing, hiring, and staffing which included payroll, payroll taxes, and inventory control for the all six locations. I also maintained the daily profit and loss statements for each store, tracked company sales and monitored employee performance, as well, as conducted employee reviews. I was the first point of contact for US Cellular Corporate, and all advertising campaigns. This included co-op approval and payment processing, agent commissions, residual payments, and advertising reconciliations. I was solely responsible for all accounts payable and receivable which included in-house charge accounts, billing and collections using Peachtree accounting software. I was responsible for all special events, including Employee Appreciation dinners, and assisted in Chamber mixers.