Janice Hendry
Salem,MA
Summary
Dynamic Practice Manager at North Shore Physicians Group with expertise in staff scheduling and budget management. Proven track record in enhancing operational efficiency through data analysis and exceptional customer service. Skilled in team building and employee training, fostering a collaborative environment that drives performance and improves patient communication.
Overview
30
30
years of professional experience
Work History
Practice Manager
North Shore Physicians Group
Salem, MA
02.2020 - 03.2025
- Coordinated work activities and scheduling of medical, nursing and physical staff.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Coordinated staff recruitment, training, and scheduling activities.
- Performed administrative tasks such as creating budgets, maintaining provider template and schedules, ordering supplies and equipment.
- Analyzed data from various sources to identify trends or opportunities for improvement within the practice.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Communicated with patients with compassion while keeping medical information private.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
- Mentored and coached newly hired team members on office procedures and computer systems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed weekly payroll duties and submitted data to payroll contractor.
Site Supervisor
North Shore Physicians Group
Salem, MA
07.2018 - 02.2020
- Oversaw daily operations of the medical office, including handling customer inquiries and complaints.
- Collected information, verified insurance and collected co-payments for patients as part of check-in process.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
- Managed office inventory and completed new purchases.
- Processed payroll information for all medical office personnel using an automated system.
Patient Service Representative Supervisor
North Shore Physicians Group
Salem, MA
11.2016 - 07.2018
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Assisted with scheduling follow-up appointments according to provider availability.
- Adhered to HIPAA regulations when handling confidential patient information.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Coordinated with patients and healthcare professionals to meet patient needs.
Patient Service Representative
North Shore Physicians Group
Salem, MA
02.2013 - 11.2016
- Applied HIPAA privacy and security regulations while handling patient information.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Assisted with scheduling follow-up appointments according to provider availability.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
MDVIP Supervisor/Coordinator
North Shore Physicians Group
Salem , MA
08.2010 - 02.2013
- Identified needs of patients promptly and efficiently.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated with other departments to coordinate patient's diagnostic testing appointment.
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
- Facilitated coordination between primary care physician and specialists to ensure continuity of care.
Charge Entry Clerk
Puritan Medical
Salem, MA
09.2001 - 08.2010
- Ensured proper coding of all medical procedures, diagnoses, and supplies used during patient visits.
- Assisted with maintaining current knowledge of CPT and ICD-9 codes as required by payers.
- Interacted with other departments such as billing and accounts receivable to resolve issues related to charge entry process.
- Processed rebills within established time frames according to payer regulations.
- Reconciled codes against services rendered.
- Researched and responded to customer inquiries regarding billing issues in a timely manner.
- Maintained charge entry logs to ensure accurate record keeping.
- Entered patient charges into the practice management system accurately and in a timely manner.
Patient Service Representative
Salem Medical Office
Salem, MA
07.1995 - 08.2001
- Ensured all necessary paperwork was completed prior to patient visits.
- Sorted and distributed incoming mail daily.
- Scheduled patient appointments and procedures.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Assisted with the completion of medical forms and records.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Registered patients by verifying records to update computer system and patient charts.
Dental Assistant/Front Office Supervisor
Dr. Roger Freedman
Peabody , MA
05.1996 - 06.2000
- Resolved customer complaints in a timely manner by investigating issues thoroughly.
- Participated in industry events such as conferences and workshops.
- Scheduled patient appointments and effectively handled cancellations and last-minute adjustments.
- Managed all front desk operations, including phone calls and customer service inquiries.
- Coordinated with dental providers regarding patient care and scheduling needs.
- Oversaw ordering process from vendors to ensure that products were delivered on time.
- Handled billing inquiries from insurance companies regarding claims submitted by the office.
- Updated patient records with new data and treatment information.
Education
Associate of Applied Science - Dental Assisting
Northern Essex Community College
Haverhill, MA06-1989
Skills
- Budget creation
- Budget management
- Quality improvement
- Performance metrics
- Data analysis
- Patient communication
- Customer service
- Team building
- Staff development
- Employee performance
- Payroll administration
- New hire training
- Supplies ordering, inventory management
References
References available upon request.
Timeline
Practice Manager
North Shore Physicians Group
02.2020 - 03.2025
Site Supervisor
North Shore Physicians Group
07.2018 - 02.2020
Patient Service Representative Supervisor
North Shore Physicians Group
11.2016 - 07.2018
Patient Service Representative
North Shore Physicians Group
02.2013 - 11.2016
MDVIP Supervisor/Coordinator
North Shore Physicians Group
08.2010 - 02.2013
Charge Entry Clerk
Puritan Medical
09.2001 - 08.2010
Dental Assistant/Front Office Supervisor
Dr. Roger Freedman
05.1996 - 06.2000
Patient Service Representative
Salem Medical Office
07.1995 - 08.2001
Associate of Applied Science - Dental Assisting
Northern Essex Community College
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