Hope Trejo
Summary
Dynamic Front Office Lead Trainer at Pediatrix with a proven track record in staff training and development. Enhanced team productivity through tailored mentoring and optimized training programs. Exceptional communication skills facilitated improved patient satisfaction and streamlined appointment scheduling, ensuring efficient operations and a welcoming environment. Committed to fostering a culture of continuous improvement.
Overview
19
19
years of professional experience
Work History
Front Office Lead Trainer
Pediatrix
15650 N. Black Canyon HWY Ste.100
03.2017 - Current
- Trained and mentored numerous new personnel hired to fulfill front office positions.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
- Engaged with Management to ensure training content accuracy and relevance.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Wrote training manuals for Front office employees and various positions according to strict company guidelines and office protocols.
- Supported scheduling and appointment management using office software systems.
- Assisted front office operations by greeting visitors and managing all front office duties procedures.
- Wrote training materials for employees and positions according to Pediatrix guidelines and protocols.
- Assisted in employee training programs, helping to develop a highly capable front office team committed to providing excellent service.
Front Office Assistant Supervisor
Pediatrix
15650 N. Black Canyon Hwy
11.2008 - 02.2017
- Overseeing 7-9 employees in the front office department
- Managed front desk operations, ensuring efficient patient check-in and out, collecting patient copays and balances, appointment scheduling for new patients and established patients.
- Coordinated communication between departments to streamline information flow and improve service delivery.
- Trained new staff on office protocols and customer service best practices to enhance team performance.
- Developed and maintained filing systems, improving document retrieval efficiency by organizing records systematically.
- Assisted in managing office supplies inventory, ensuring adequate stock levels and timely reordering of materials.
- Led initiatives to optimize front office workflows, resulting in improved productivity and reduced wait times for patients
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Greeted drug Representatives upon arrival, offered assistance, scheduled luncheon's to build rapport with Physicians and answered questions to build rapport and retention.
- Improved patient satisfaction with courteous and efficient handling of appointment scheduling.
Receptionist
Pediatrix
15650 N. Black Canyon Hwy
07.2006 - 10.2008
- Managed front desk operations, ensuring efficient check-in and check-out processes.
- Scheduling patient appointment using a multiple phone system optimizing appointment availability for multiple Doctors and confirming appointments.
- rotating to different positions in the front office department on a daily basis.
- Collecting co-pays and balances.
- File room duties including faxing and distribution of messages.
- Verifying insurance coverage and benefits an in-network participation.
- Entering all pt demographic and billing information.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Trained new front desk staff on operational procedures and customer service standards.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to Providers and staff.
- Scanned patient information into paperless charts.
- Balancing all daily collections including copays deductibles and balances.
Education
GED -
New Mexico State University
Las Cruces, NM05-1994
Diploma of Medical Office Specialist - Medical Office Specialist
International Business College
Las Cruces, NM01-1993
Skills
- Exceptional communication
- Staff training and development
- Appointment scheduling
- Documentation management
Languages
Spanish
Professional Working
Timeline
Front Office Lead Trainer
Pediatrix
03.2017 - Current
Front Office Assistant Supervisor
Pediatrix
11.2008 - 02.2017
Receptionist
Pediatrix
07.2006 - 10.2008
GED -
New Mexico State University
Diploma of Medical Office Specialist - Medical Office Specialist
International Business College