Jenna Murphy

• Built strong relationships with clients by following up on previous purchases and suggesting new options
• Explained prescriptions, optical terminology and products to customers.
• Collaborated with store manager to plan staff schedules and determine hiring needs.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reported issues to higher management with great detail.
• Monitored daily cash discrepancies, inventory shrinkage
• Monitored general store systems, inventory databases and operations to quickly identify and resolve issues or concerns.
• Trained and guided team members to maintain high productivity and performance metrics.
• Trained new employees on proper protocols and customer service standards.
• Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
• Confirmed quality control standards were met for all eyewear and contact lens material
• Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
• Maintained safe, clean and organized environment to increase patient comfort.
• Verified and updated patient records promptly to guarantee accurate prescription information.
• Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit..
• Educated clients about how to adapt to, wear, and care for eyeglasses.
• Maintained inventory levels and accurate records of contact lenses and eyeglass frames.
• Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
• Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
• Collaborated with optometry staff to reach individual and team goals.
• Acquainted patients with procedures and explained purpose of testing to establish consent.
• Performed ancillary testing when ordered by optometrist and thoroughly explained procedures to patients.
• Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving
• Worked with floor team and managers to meet wide range of customer needs.
• Performed cash, card and check transactions to complete customer purchases.
• Upsold additional products and services to customers, increasing revenue.
• Worked flexible schedule and extra shifts to meet business needs.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers
• Sent emails to communicate order status and informed customers of back-orders or shipping delays.
• Resolved conflicts between team members and addressed complaints or grievances.
• Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
• Maintained knowledge of new product offerings and changes for order provisioning processes.
• Assigned tasks to team members to complete within designated time frames.
• Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
• Met or exceeded production goals and objectives by following strict procedures.
• Answering phone calls
• Daily Huddle
• Retrieving vision insurance eligibility and authorization, explaining benefits to patients as well as how to maximize your benefits to fit your visual needs
• Tendering all sales
• Repair and services
• Email communication and enforcement of urgent completion of tasks
• Correct punches and authorize lunch breaks in Dayforce
• Process remakes
• Process refunds
• Banking transactions
• Opening and closing procedures
• To be available and accessible to help in any role as needed
• Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
• Maintained up-to-date knowledge of products and services offered to customers.
• Assisted sales team members in developing customer relationships, and building customer loyalty.
• Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
• Prepared quotes for new products and services and composed budgets.
• Recruited and developed Number employees for Type department.
• Greeted and welcomed new members, establishing and updating memberships to Company Type programs.
• Performed forecasting to identify necessary changes for supply chain business.
• Improved productivity of customer service team by leading training initiatives and revamping schedules, reducing overtime Number%.
• Engaged prospects and customers through trade shows, seminars and workshops.
• Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
• Conducted forecasting to determine possible changes and issues for supply chain business.
• Increased operational efficiency by developing improved filing systems for confidential client records and reports.
• Performed payroll responsibilities every Number weeks by correcting any variances and scheduling conflicts.
• Initiated Type service consultations with customers by questioning to learn customer needs and preferences.
• Established vendors by negotiating rates and delivery times, saving $Amount per Timeframe.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Performed supplier risk evaluations and supported regulatory inspections.
• Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
• Decreased head-count from Number to Number while driving productivity by Number%.
• Conducted supplier risk evaluations and assisted Job Titles with regulatory inspections.
• Enhanced Type initiatives while managing effective marketing campaigns.
• Consistently trained Number employees through Action and Action to minimize loss and increase sales.
• Generated Type and Type reports with Software to monitor quality assurance.
• Used Software and Software to generate quotes and proposals for customers.
• Negotiated manufacturing service agreements and quality standards.
• Enforced HR policies and procedures to continually meet customer expectations and promote store productivity.
• Supervised and managed opticians using feedback, constructive conversations, and leading daily activities on sales floor.
• Explained prescriptions, optical terminology, and products to customers.
• Checked finished eye wear to maintain optical standards, customer requirements, and special requests.
• Adjusted frames to fit patient faces by bending and shaping with hands, tools and heat.
• Managed check-in and check-out procedures, verified patient information and submitted lens orders.
• Educated clients about how to adapt to, wear and care for eyeglasses.
• Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions.
• Conducted initial patient tests such as pressure evaluations, acuity assessments and autorefraction evaluations.
• Monitored general store systems, inventory databases, and operations to quickly identify and resolve issues or concerns.
• Recorded measurements, adjusted eye wear, and made changes based on customer feedback.
• Boosted team engagement and workplace satisfaction using managerial and motivational skills.
• Interacted with customers to help determine or suggest best products to meet eye wear needs and achieve desired look.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
• Instructed patients on proper insertion, removal and cleaning techniques for contact lenses.

• Monitored and verified all appointments scheduled with the Optometrist(s) to keep their schedules running smoothly and efficiently to make the patients visit stress free
• Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances
• Prepared work orders outlining all specifications for new lenses and frames, including ordering directly from frame manufacturers for size, style, and/or color changes to satisfy customer
• Educated patients about how to adapt to, wear and care for eyeglasses
• Instructed patients on proper insertion, removal and cleaning techniques for contact lenses
• Adjusted and repaired new and previously purchased frames to satisfy customer demand
• Set up attractive displays, shared current promotions and offered excellent customer service to increase customer satisfaction
• Worked with HOYA, HOMER, and Luxottica Laboratories to order uncut lenses on a daily basis to have them arrive within the week and be cut in house
• Also worked with OFFICEMATE Software to schedule appointments, enter demographics, enter spectacle and contact lens work orders, and to balance out patient and
• Confirmed quality control standards were met for all eyewear and contact
• Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
• Set up attractive displays, shared current promotions, and offered excellent customer service to increase
• Learned new catalog of items to present current options to patients.
• Maintained safe, clean and organized environment to increase patient comfort.
• Completed field of vision, OCTs and pachymetry evaluations.
• Assisted clients with selecting optimal frames to meet preferences, fit various facial structures and work with specified prescriptions.
• Filed claims with vision and medical insurance companies to garner payment for optical services.
• Instructed patients on proper insertion, removal and cleaning techniques for contact lenses.
• Set up attractive displays, shared current promotions and offered excellent customer service to increase satisfaction.
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Managed check-in and check-out procedures, verified patient information and submitted lens orders.
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders.
• Prepared work orders outlining all specifications for new lenses and frames.
• Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
• Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.

• Managed check-in and check-out procedures, verified patient information and submitted lens orders
• Evaluated completed lenses to check compliance with customer specifications and accuracy against orders
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers.
• Identified issues during preliminary exam and addressed concerns with optometrist
• Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.
• Acquainted patients with procedures and explained purpose of testing to establish consent.
• Worked well with patients, staff, and manufacturer representatives to carry out successful office- and patient-related work
• Assisted with insurance questions, eligibility, and prior authorizations of
• Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
• Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
• Cleaned or sterilized ophthalmic or surgical instruments.
• Identified issues during preliminary exam and addressed concerns with physician.
• Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
• Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
• Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.

• Scheduled, rescheduled and handled cancelled appointments for patients
• Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
• Managed check-in and check-out procedures, verified patient information and submitted lens orders
• Completed and filed financial documentation for accounting purposes
• Performed clerical duties, such as word processing, data entry, answering phones and filing
• Conducted monthly and quarterly inventory of supplies using facility cost reporting records
• Gathered forms, copied insurance cards and verified all vision insurance to collect patient information for billing and insurance filing
• Maintained full compliance with HIPAA standards by keeping patient information confidential and properly managed
• Called and faxed pharmacies to submit prescriptions and refills
• Sanitized, restocked and organized exam rooms and medical equipment
• Helped clients try on and select new frames and recommended lens options to meet specific needs
• Conducted initial patient tests such as pressure evaluations, acuity assessments and visual field testing
• Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims and collected balances from customers
• Updated display frames with newest styles
• Completed both warranty and non-warranty frame repairs for customers
• Educated clients about how to adapt to, wear and care for eyeglasses
• Adeptly managed multi-line phone system and pleasantly greeted all patients.
• Updated reports, managed accounts, and generated reports for company database.
• Managed compliance to keep organization operating within legal and regulatory guidelines.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Developed and maintained successful relationships with vendors, suppliers and contractors.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Maintained cleanliness and organization of front desk area.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Used internal software to process reservations, check-ins and check-outs.
• Performed basic daily bookkeeping tasks.
• Answered telephone calls to offer office information, answer questions and direct calls to staff.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Carried out front office duties utilizing data entry skills in framework of medical database.
• Organized and maintained patient chart filing system to promote quick data finding for staff.
• Greeted visitors and initiated triage processes for clients to streamline patient flow.
• Managed office bookkeeping with insurance billing and patient payments.

• Interceded between employees during arguments and diffused tense situations.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Kept high average of performance evaluations.

Scheduled outpatient mental health care based on patients needs, age, and level of treatment recommended

• Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
• Communicated with clients to assess mental health needs and develop individualized treatment plans.
• Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.
• Performed client intake procedures according to internal standards for new admissions..
• Balanced incoming load from high-volume telephonic reporting system with great time management and multitasking abilities.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Answered telephone calls to offer office information, answer questions and direct calls to staff.
• Received, recorded and addressed incoming and outgoing communication via telephone and email.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Carried out front office duties utilizing data entry skills in framework of medical database.
• Obtained payments from patients and scanned identification and insurance cards.

• Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process
• Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment
• Administered billing functions to maintain profitability and meet compliance, quality and productivity standards
• Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan
• Investigated, triage and resolved patient issues to encourage positive experience during patient visit
• Collected patient co-pay and issued receipt to confirm payment
• Reviewed daily care slips for doctors
• Promoted office efficiency, coordinating charts, completing insurance forms and helping patients for the Multi Specialty office
• Filed and maintained patient records in accordance with HIPAA regulations
• Collected patient co-pay and issued receipt to confirm payment.
• Handled customer service inquiries in person, via telephone and through email.
• Balanced deposits and credit card payments each day.
• Contacted insurance company to verify patient coverage before visit.
• Took copayments and compiled daily financial records.
• Entered patient demographic and insurance data into electronic medical record system.
• Applied administrative knowledge and courtesy to explain procedures and services to patients
• Provided proper paperwork to patients upon check out to follow doctors orders of lab work, radiology testing, or follow up appointments
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Managed multi-line phone system and pleasantly greeted patients.
• Helped patients complete necessary medical forms and documentation.
• Checked patient insurance, demographic and health history to keep information current.
• Transcribed phone messages and relayed to appropriate personnel.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.