Heidi Shouse
Monongahela,PA
Summary
Medical Office/Front Office
A committed, accomplished, professional, and a veteran from the U.S. Army with sixteen years’ experience. A skilled, self-motivated and detailed individual whether working alone or as a team member. My managers and peers have continuously regarded me as a vital asset due to my work ethic, clear communication, organization skills, and dependability.
Overview
21
21
years of professional experience
Work History
Front Office Receptionist/Medical Assistant
Southwest Medical Center
11.2023 - Current
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Interacted with customers by phone, email, or in-person to provide information.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Collaborated with team members for smooth workflow, supporting colleagues during peak hours or absences.
- Answered multi-line phone system and enthusiastically greeted callers.
- Helped patients navigate telephone menus and web-based systems to increase self-sufficiency and reduce administrative load.
- Maintained transaction security by verifying payment cards against identification.
- Wrote and distributed treatment, immunization, and home-care paperwork to educate patients and enhance outcomes.
- Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
- Conferred with other office locations to coordinate records and obtain [Type] documentation.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Confirmed appointments, communicated with clients, and updated client records.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Taught patients about medications, procedures, and care plan instructions.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Completed EKGs and other tests based on patient presentation in office.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Oriented and trained new staff on proper procedures and policies.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
Front Office Receptionist/Resident Funds Manager
Calcutta Health Care Center
05.2022 - 08.2023
- Answered office phones, emails to schedule appointments, answered questions and documented information, directed phone calls to appropriate staff members
- Greeted incoming patients and verified paperwork to manage smooth intake processes
- Handled payment processing and provided customers with receipts and proper bills and change
- Determined needs of visitors and provided information or solutions
- Directed clients and guests to correct departments, rooms, and staff members
- Managed customer complaints and rectified issues to complete satisfaction
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Budgeted for new office supplies and equipment maintenance, keeping detailed track of office spending
- Confirmed with customers about appointments and rescheduled missed appointments
- Maintained daily calendars, set appointments with clients, and planned daily office events
Mortuary Affairs Specialist
United States Army
07.2003 - 12.2019
- Demonstrated strong interpersonal skills and the ability to communicate and interact with customers, supervisors, and co-workers with the utmost professionalism, and respect to complete transactions
- Designed and kept detailed individual action plans for over 500 individuals, made constant assessments, provided consultations and follow up counseling to assist them with meeting their goals
- Conducted routine quality assurance reviews of transactions, related documentation and work processes to ensure completeness and accuracy in conformance of policies and procedures
- Served as a subject matter resource for process improvement projects which resulted in saving the organization over $1,000,000 annually for operations processes
- Provided feedback on workflow and work received by consistently sending daily and hourly progress reports to supervisors
- Presided over the execution of over 4000 routine and complex processes while safeguarding confidential and sensitive information, utilizing standard operating procedures
- Analyzed processes and reconciled routine and complex transactions of varying risks in accordance to established policies and procedures and using sound judgment
- Skilled in computers and programs such as Microsoft Office, Microsoft SharePoint
- Provided training and mentorship of over 500 new hires.
Contract Administrator/Acquisition Specialist
United States Army
12.2017 - 07.2019
- Implemented automated and electronic change management, configuration control, and archive procedures for systems and develop configuration items, such as software code, documentation, drawings, specifications, and associated documentation for contracts worth $27M+
- Research and analyze factors, including current market conditions and costs, related to acquisition planning to produce detailed briefs
- Created policy manuals, acquisition plans, source selection plans, test master plans, security documentation, and model contracts as needed for each contract
- Performed in-depth technical market research and analyzed past performance to prepare acquisition planning recommendations and cost analysis for eight Program and Contracting Managers
- Drafted contracts and created, documented, and revised acquisition plans, policy procedures, and best practices on an ongoing basis
- Provided monthly and quarterly reports to senior management focused on integration of acquisition lifecycle, including basic research to production and test
- Reviewed all settlement files on a regular basis to ensure appropriate documentation provided; prepared documentation and negotiated final settlement and collection of payment for each contract.
Education
Operational Contracting Support -
Shaw AFB
06.2018
Senior-level Leadership, Technical and Management Development Course -
Army Logistics University
11.2014
Advanced Leadership and Management Development Course -
Army Logistics University
02.2011
High School Diploma -
Bethel Tate High School
05.2003
Skills
- Leadership experience
- Project Management
- Process Improvement
- Detail Oriented/Self Motivated
- Time management
- Communication
- File Management
- Microsoft Office and SharePoint
Timeline
Front Office Receptionist/Medical Assistant
Southwest Medical Center
11.2023 - Current
Front Office Receptionist/Resident Funds Manager
Calcutta Health Care Center
05.2022 - 08.2023
Contract Administrator/Acquisition Specialist
United States Army
12.2017 - 07.2019
Mortuary Affairs Specialist
United States Army
07.2003 - 12.2019
Operational Contracting Support -
Shaw AFB
Senior-level Leadership, Technical and Management Development Course -
Army Logistics University
Advanced Leadership and Management Development Course -
Army Logistics University
High School Diploma -
Bethel Tate High School
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