JESSICA HAWKINS
Vernon,Florida
Summary
Experienced Medical Office Manager with a proven track record of over 15 years in effectively managing daily operations, ensuring strict compliance with HIPAA regulations, and delivering exceptional customer service. Proficient in staff scheduling, billing processes, and payroll oversight. Skilled communicator with a professional demeanor, adept at prioritizing tasks and resolving conflicts. Highly organized and dedicated, with expertise in administrative tasks, policy and procedure modification, and schedule management. Strong work ethic and ability to effectively communicate and prioritize workflow. Demonstrated ability to explain visiting procedures, train others on routine office procedures, answer recurring workload questions, and provide assistance to staff on time and attendance issues. Proven experience in explaining how to complete basic personnel/training forms. Accomplishments include completing travel authorizations, composing internal memorandums explaining upcoming events, reviewing correspondence for proper grammar and format, recording meeting minutes, collecting requested data for supervisors, maintaining organized files, arranging travel reservations for supervisors, managing the calendar for the manager/supervisor, monitoring correspondence logs for timely responses, and updating frequently used automated systems/formats as needed.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
20
20
years of professional experience
Work History
Medical Office Manager
Ward Medical Clinic
03.2005 - Current
- Collaborated with healthcare providers to ensure proper diagnosis and treatment of patients
- Maintained up-to-date records of all medical office personnel, equipment and supplies
- Ensured compliance with HIPAA regulations pertaining to patient confidentiality and privacy protections
- Provided excellent customer service by responding promptly to inquiries from patients and other stakeholders
- Trained and supervised new staff, providing orientation and training for new practices and procedures
- Organized large volumes of patient data and medical documents for easy retrieval
- Transmitted correspondence and medical records by mail, email or fax
- Facilitated communication between healthcare providers, patients and insurance companies regarding coverage issues
- Obtained proper authorizations for services, procedures and equipment necessary for patient care
- Oversaw the maintenance of patient records in accordance with HIPAA regulations and office procedures
- Successfully implemented new systems to streamline workflow in the medical office
- Oversaw financial management activities including budgeting, accounts receivable and payable, payroll processing
- Resolved conflicts between staff members in a timely manner while maintaining professional standards
- Interviewed patients to complete documents, case histories and intake and insurance forms
- Audited charts and patient account history to post and document billable procedures
- Developed and implemented standard policies and procedures to verify compliance with regulations
- Analyzed operational performance metrics to identify areas of improvement in the medical office environment
- Monitored physician schedules for best practices and coordinated physician availability with clinic needs
- Managed inventory levels of all medical supplies ensuring adequate stock at all times
- Developed training programs for staff members to ensure proper use of electronic health records
- Identified potential risks associated with operations within the medical office setting
- Monitored employee attendance records ensuring compliance with organizational guidelines
- Collaborated closely with physicians to coordinate care plans for individual patients
- Coordinated staff meetings to inform all staff members of policy changes and relevant healthcare topics
- Improved patient intake process, resulting in shorter wait times and enhanced patient satisfaction
- Used computer and job-related software to compile and record medical charts, reports and correspondence
- Performed regular audits of patient charts for accuracy and completeness of information
- Improved office efficiency by creating and implementing new training programs
- Implemented strategies to optimize workflows across multiple departments within the facility
- Assisted with recruiting efforts for qualified candidates to fill open positions within the organization
- Coordinated meetings between clinical staff and administrative personnel as needed
- Oversaw inventory to purchase needed medical and office supplies
- Effectively managed patient scheduling, registration and billing processes with a focus on accuracy and efficiency
- Developed policies and procedures related to the daily operations of the medical office
- Created reports detailing operational performance data for review by executive leadership team
- Directed and coordinated business's financial and budget activities by completing billing, coding and collections duties
- Managed paper and electronic filing systems by recording information, updating paperwork and maintaining documents, such as attendance records and correspondence
- Established work procedures and schedules to organize daily work of administrative staff
- Oversaw payroll functions, such as maintaining timekeeping information and processing and submitting payroll
- Acquired, distributed, and stored supplies
- Communicated with and provided guidance for external vendors and service providers to ensure organization, department and work unit's business needs were met
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Set goals and deadlines for department
- Read through contracts, regulations and procedural guidelines to ensure comprehension and compliance
- Prepared and reviewed operational reports and schedules
- Analyzed internal processes and recommended and implemented procedural and policy changes to improve operations, such as supply changes and disposal of records
- Planned, administered and controlled budgets for contracts, equipment and supplies
- Supervised administrative staff and provided training and orientation to new staff
- Hired and terminated clerical and administrative personnel
- Represented work unit at meetings or conferences, serving as liaison for requests or complaints
- Recruited and trained personnel to fill administrative services positions
- Facilitated interdepartmental communication between administrative services personnel and other departments
- Coordinated supportive services department of business, agency and organization
- Ability to communicate effectively both verbally and in writing, to comprehend and follow instructions both verbally and in writing.
- Developed operational standards and procedures for work unit and department
- Conducted classes to teach procedures to staff.
- Completed bi-weekly payroll for 15 + employees.
PSR I
Quest Diagnostics
08.2021 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Enhanced patient experience through compassionate care and communication during blood draw procedures.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
- Centrifuged blood samples as outlined in clinical protocols.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Reduced contamination risks by strictly adhering to infection control protocols and maintaining a clean work environment.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Packaged and shipped specimens to central lab daily.
- Increased patient satisfaction rates through consistent delivery of professional phlebotomy services tailored to individual needs.
- Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
- Promoted a positive atmosphere within the phlebotomy department through active participation in team meetings and effective communication with colleagues.
- Organized daily work based on collection priority.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Ensured uninterrupted service by properly maintaining phlebotomy equipment, including centrifuges, needles, and tourniquets.
- Actively engaged with patients to educate them on proper post-draw care, reducing potential complications and ensuring their comfort throughout the process.
- Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
- Supported quality assurance efforts by diligently documenting all relevant information during the collection process, ensuring accurate test results for patients and providers alike.
- Contributed to the development of phlebotomy training materials, enhancing the skillset of new employees and improving overall team performance.
- Increased patient satisfaction by providing gentle care and empathetic support during blood collection procedures.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
Education
High School Diploma -
Washington Holmes Technical College
Chipley, Florida02.2005
Skills
- Staff Scheduling
- Knowledge of general office and mailroom practices and procedures
- Skilled in use of electronic mail, records, computers, word processing and spreadsheets
- Payroll Oversight
- Professional Demeanor
- Strong Work Ethic
- Policy and procedure modification
- Task Prioritization
- Conflict Resolution
- Schedule Management
- Planning and Prioritization
- Ability to operate various office equipment
- Ability to organize workflow of clerical and administrative support functions
- Ability to work with data on computer
- Ability to communicate effectively verbally and in writing, to comprehend and follow instructions
- Skilled in use of general office and mailroom practices and procedures
- Ability to establish and maintain effective working relationships
- Ability to understand, interpret and follow procedures
- Ability to complete forms legibly and accurately
- Ability to review data for accuracy
- Teamwork and Collaboration
References
References available upon request
Timeline
PSR I
Quest Diagnostics
08.2021 - Current
Medical Office Manager
Ward Medical Clinic
03.2005 - Current
High School Diploma -
Washington Holmes Technical College
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