Joyce A. Saunders
Summary
Detail-oriented and knowledgeable administrative leader skilled at completing patient-facing and company-based tasks by applying strong multitasking and organizational abilities. Team leader with extensive durable medical equipment experience and fastidious nature dedicated to optimal company growth.
Overview
18
18
years of professional experience
Work History
Office Manager
Patriot Medical
10.2021 - Current
- Assisted in the recruitment process, conducting interviews and onboarding new employees.
- Delivered performance reviews, recommending additional training or advancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, professional demeanor, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Established team priorities, maintained schedules and monitored performance.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted periodic audits of account records to identify discrepancies or errors, ensuring accurate billing and payment information.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Reported to senior management on organizational performance and progress toward goals.
Hospital Discharge Coordinator
Hastings/DDM Professional Medical Equipment
05.2014 - 10.2021
- Managed multiple company hospital accounts and company staff within said hospitals.
- Ordered, built and maintained inventory throughout the hospitals to foster continuous availability.
- Provided continued education on medical criteria, documentation and Rx requirements to providers annually.
- Built strong relationships with physician's, NP's, LSW's, RN's by providing support as needed to ensure proper durable medical equipment for their patients.
- Took part in hospital interdisciplinary meetings, respiratory department, medical department, and physical/occupational therapy meetings to access patient needs/goals.
- Obtained patient information through the hospital EMR's, verified insurance benefits and collected co-payments from patients as part of the delivery process.
- Delivered, trained and answered and insurance questions and inquires to patients on durable medical equipment prior to hospital discharge.
- Facilitated any equipment deliveries to patients homes.
- Trained with orthopedic trainers and vendors, creating increased sales by offering fitting patients with orthopedic bracing.
- Maintained HIPPA, CMS and BSL certification.
Customer Service Representative
Health Care Solutions
10.2013 - 04.2014
- Coordinated with clinical staff to ensure seamless handling of prescription, CMN/SMN's, test results, and referral authorizations.
- Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs.
- Maintained consistent patient confidentiality in alignment with HIPPA protocols by using encryption software.
- Coordinated with company operations to ensure orders are completed in a timely manner.
- Contributed to a positive work environment by fostering teamwork among colleagues and consistently offering support when needed.
Administrative Assistant
Patriot Medical
01.2006 - 09.2013
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Ensured accurate record-keeping with diligent data entry and database management for monthly invoicing.
- Maintained monthly sales reports.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Coordinated communications between patients, physicians, nursing, hospice and facility personnel.
- Supported patients by providing clear explanations on insurance benefits, coverage limitations, and out-of-pocket costs, after verifying all information with insurance companies.
- Obtained all information necessary to ensure full reimbursement according to insurance guidelines.
- Assisted the owners as needed.
Education
High School Diploma -
Lakewood High School
Lakewood, OHAssociate of Science - Business Administration
Cuyahoga Community College
Cleveland, OH03.1998
Skills
- Staff Hiring and Management
- Excellent Customer Service
- Knowledge of CMS Criteria and Guidelines
- Knowledge of HCPCS and ICD 9/10 Coding
- Strong Knowledge of DME (including respiratory, orthopedics, rehab)
- HIPPA, CMS and BSL certified
- Knowledge of JCAHO standards
- Bookkeeping (Quickbooks, Quicken)
- High Attention to Detail
- Organized
- Typing (60-75wpm)
Timeline
Office Manager
Patriot Medical
10.2021 - Current
Hospital Discharge Coordinator
Hastings/DDM Professional Medical Equipment
05.2014 - 10.2021
Customer Service Representative
Health Care Solutions
10.2013 - 04.2014
Administrative Assistant
Patriot Medical
01.2006 - 09.2013
High School Diploma -
Lakewood High School
Associate of Science - Business Administration
Cuyahoga Community College