Joud Agha
Brooklyn
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
FGP Front Desk Supervisor
NYU Langone Health
10031 4th Ave Brooklyn Ny 11209
08.2024 - Current
- Oversaw operations for two specialized practices in obstetrics and gynecology.
- Facilitated coordination and organization of physicians and staff to enhance workflow efficiency.
- Facilitated staff training on appointment scheduling, phone etiquette, and customer support protocols.
- Organized and led quality assurance meetings aimed at improving operational efficiency.
- Supported migration efforts to enhance data integrity and streamline operations during transition to Epic.
- Evaluated physician progress notes to ensure compliance with CMS documentation standards.
- Ensured staff and facility preparedness for Joint Commission compliance audits.
- Evaluated quality assurance standards and assessed existing NYU Langone Health policies and procedures.
- Facilitated staffing needs by conducting interviews and selecting personnel for critical roles.
- Assisted in conducting annual performance evaluations for front desk staff members. Supported staff competency assessments to identify areas for improvement. Facilitated feedback sessions to enhance team performance.
- Participated in billing and administrative meetings. Assisted in sharing and implementing relevant information to the practice.
- Oversaw comprehensive tracking and ordering of office and medical supplies for three practices within PeopleSoft system.
- Managed weekly calculation and reporting of staff working hours to Kronos system.
- Executed comprehensive analysis to enhance patient care access and coordination of services.
- Executed process improvements to optimize workflow efficiency and elevate patient satisfaction.
Front Desk Supervisor
TLC Physical Therapy
Staten Island, NY
11.2021 - 07.2024
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied patients.
- Collaborated with team members to handle patients requirements from check-in through check-out.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Established strong relationships with patients, creating an environment of trust and open communication.
OBGYN Manager
OBGYN Care Of Bay Ridge
Brooklyn, NY
07.2020 - 07.2024
- Maintained professional, organized, and safe environment for employees and patients.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Outlined billing process and necessary improvements.
- Process claims and follow up on submission
- Appeal claims and provide evidence to support medical claims
- Obtain Authorization for all surgical procedures
- Verified Insurance for patients, Including obtaining prior authorization and referrals for procedures.
- Performed charge and patient data entry, Including determination of the proper ICD 10 and CPT codes
- Performed Insurance follow-up on unpaid/underpaid claims, Including adjustments and payment posting
- Performed various other managerial duties including monthly reporting, filing, telephones, scheduling, and physician assistance when necessary.
Office Manager
Optimum Health Physical Therapy
Brooklyn, NY
10.2016 - 06.2019
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled all insurance related tasks, such as obtaining authorizations, verifying eligibility and medical benefits.
- Evaluated employee performance on an ongoing basis, providing constructive feedback for continuous improvement.
Physical Therapy Coordinator
Optimum Health Physical Therapy
Brooklyn, NY
06.2015 - 06.2019
- Maintained accurate records of patient treatments, assessments, and outcomes to support data-driven decisionmaking.
- Streamlined appointment scheduling processes, resulting in increased efficiency and patient satisfaction.
- Scheduled, coordinated and confirmed appointments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Education
GED -
Kingsborough Community College of The City University of New York
Brooklyn, NY04-2016
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Customer Service
- Computer Skills
- Problem Resolution
- Team Development
- Work Planning and Prioritization
- Claims Processing
- Medical coding knowledge
LANGUAGES
Arabic - Full Professional
English - Full Professional
Timeline
FGP Front Desk Supervisor
NYU Langone Health
08.2024 - Current
Front Desk Supervisor
TLC Physical Therapy
11.2021 - 07.2024
OBGYN Manager
OBGYN Care Of Bay Ridge
07.2020 - 07.2024
Office Manager
Optimum Health Physical Therapy
10.2016 - 06.2019
Physical Therapy Coordinator
Optimum Health Physical Therapy
06.2015 - 06.2019
GED -
Kingsborough Community College of The City University of New York