Hi, I’m
Kelly Ferris
Business Office
Elkview,WV
Summary
Organized Office Manager with demonstrated expertise in financial and operational leadership. Multidisciplinary managerial skills in process, procedure and policy improvement initiatives. Accomplished in optimizing productivity and quality of service. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
years of professional experience
15
Years of customer service experience
Work History
Charleston Healthcare
Business Office Manager
12.2023 - Current
Job overview
- Complete weekly BOM Admission Checklist and present weekly at morning stand up to reduce exceptions
- Verify and tie out the midnight census testing for validity and accuracy on a daily basis
- Reference Policy Midnight Census
- Complete admission procedures in absence of Admissions Coordinator
- Conduct weekly Medicaid pending/collection blitz meeting with facility staff
- Reference Policies Collection Blitz and Medicaid Pending Log and Meetings
- Complete root cause analysis on accounts that contribute to bad debt then advise Executive Director regarding types of issues identified and proposed solutions
- Complete insurance forms per request
- Attend Utilization Review (UR) and/or PPS meeting as necessary
- Supervise, organize, evaluate, and monitor all business office support staff
- Meet with resident/responsible parties upon admission and discharge to discuss financial obligations
- Complete and coordinate tasks necessary for timely and accurate billing and collection
- Attend and participate in scheduled training, education classes, and orientation programs to maintain and enhance quality of care
- Maintain and work within established departmental, center, and home office policies and procedures, objectives, quality improvement program, and safety, environmental, and infection control standards.
Brookdale Charleston Gardens
Business Office Manager
02.2022 - 12.2023
Job overview
- Oversees the day-to-day operations of the Business office, including staffing coverage and management
- Coordinates and oversees all Human Resources activity such as performance reviews, interviews, hiring process, staff training and orientation, disciplinary situations, benefits, maintains all associate, volunteers and resident files
- Organize office operations and procedures such as typing, correspondence, filing and other operational duties
- Maintain current files for insurance, licenses, and permits
- Process all Workers Compensation claims, and keep OSHA log
- Processes orders for necessary services, equipment and supplies within guidelines and maintains inventory control
- Ensures that residents are properly billed for services provided and leads the timely collection of receivables
- Assists with residency agreements, rate changes, timely move in and move out processes, monthly pre-bills and setup of direct debits and electronic payment for residents
- Reviews weekly payroll reports and addresses associate concerns
- Ensures that vendor invoices for goods or services are billed appropriately and are processed for payment on a timely basis
- Completes special projects within the community, as well as conducting tours for prospective residents and families
- Works with the Maintenance Director and vendors to process Purchase Orders
- Directly supervises housekeeping and volunteer staff.
University of Charleston
Facilities Office Manager
03.2012 - 02.2022
Job overview
- Provides direct support to the Director of Facilities and works closely with the CFO and COO
- Build and maintain relationships with various vendors
- Performs and maintains records, notes, prepares letters, tables, reports, forms, memoranda, and other material
- Assist Human Resources with the hiring process and discipline
- Train facility employees, student workers, and volunteers
- Organizes and assigns work load in accordance with priorities and exercises sound judgment in various situations
- Coordinates and handles purchase orders and contracts, check vouchers, petty cash, standards of conduct, and other sensitive activities of the Facilities Department
- Work with the CFO to ensure all campus vehicles are properly licensed and titled on a yearly basis
- Assists and manages the office’s operational budget; including setting the yearly budget, performing monthly audits and process budget reports
- Monitors various projects including; obtaining quotes for service and products, processes purchase orders and payments
- Maintain files with current insurance, inspection reports, permits, and warranty information.
University Of Charleston
Executive Assistant
Job overview
- Responsible for all clerical work including the day-to-day flow of work, appointments and communication that involves the Chief Information Officer
- Systematically track work and complete projects in an orderly and controlled manner
- Projects including Commencement Ceremonies’ and Honors Convocation
- Build good relationships and display a cooperative spirit with other employees
- Type letters, statements, and agendas, prepare correspondence and recurring reports
- Make travel arrangements for distance travel and prepare expense sheets
- Screen telephone calls with capability of knowing when the caller is one for whom he/she would want to be interrupted in a meeting, or whom he/she would want to call back, or one whom he/she could expect to handle by message
- Maintain office budgets, generate and execute requisitions/purchase orders/ reimbursements, recurring vouchers, monthly expense reports, reconciliation of monthly budget with online business office report
- Prepare check requests, purchase orders and expense reports for reimbursement
- Maintain personnel files on all direct reports
- Collect all HR related forms for hiring and cessation of employment for direct reports
- Prepare all contracts (full-time, part-time, renewals) and appointment letters for faculty
- Work with AVI to arrange for catering of events.
University Of Charleston
Project Administrator
Job overview
- Oversee projects to maintain deadlines and process reports
- Responsible for departmental billing and budget; Paying invoices, securing purchase orders, and reconciling expenses with department budgets
- Maintain department day to day functions and work directly with staff
- Maintain Help Desk by assisting students, staff and faculty
- Answering phones
- Maintaining accurate, organized, up-to-date files.
Strayer University
Student Account Representative
01.2012 - 03.2012
Job overview
- Provide customer service to students via phone, e-mail and in person in regards to financial aid issues
- Assisting students with all financial aid questions, eligibility issues, enrollment and loan information
- Providing vouchers for books, issuing refunds, and processing payments for current students
- Manage office filing, receiving and uploading incoming documents, FedEx and mailings
- Use NSLDS, COD, Microsoft Office and Federal loan websites.
VERIZON/Frontier Communications
Quality Care Team Manager
06.1999 - 09.2010
Job overview
- Conduct daily observations for business call centers
- Delivered weekly performance analysis to the call centers managers
- Coached the representatives on sales and customer service
- Partnered with cross-functional teams to maintain updates on all sales, marketing, and training information
- Prepared weekly sales bulletins and delivered to all offices.
VERIZON/Frontier Communications
Specialist- Business Support Manager
Job overview
- Act as a resource for account managers and executives on service questions - specifically with more out-of-the-ordinary occurrences or if normal channels fail
- Manage issue resolution for HomeOwners Association customers within multiple States
- Manage the customer experience for customers residing at contracted Verizon FiOS properties
- Managed Verizon’s relationship with property owners and developers
- Managed special projects
- Develops project plans in collaboration with multiple departments and teams
- Ensures quality of all project deliverables
- Documented project successes and lessons learned
- Ensured effective and proactive communications to project stakeholders
- Provide an internal and external escalation point
- Escalates unresolved technology, design, business, or personnel issues to the appropriate managers, directors or executives
- Coordinate responses to escalations that reach the executive level.
VERIZON/Frontier Communications
FiOS Escalations
Job overview
- Manage Executive escalations for Charleston Office and VA/WV District; resolve issues and follow through to completion to improve the customer’s Verizon FiOS experience
- Mentor and coach consultants on Verizon FiOS processes to change behaviors and grow revenue
- Acted as a coach for Consultants, providing sales training, coaching and direction as needed
- Approval point of contact for all adjustments and billing problems
- Report and resolve issues with other Verizon FiOS departments.
VERIZON/Frontier Communications
Sales Consultant
Job overview
- Inbound representative in a telecommunications industry that provides customer support and sales of Verizon FIOS, High Speed Internet, DirecTV, and Home Phone Services
- Achieved Diamond Club status for sales revenue generated while in this position
- Consistently exceeded corporate sales, access, and service objectives
- Ability to multitask and address customers' concerns efficiently
- Listened attentively to customers' concerns to investigate and problem solve billing, adjustments, rates, and service requests in a timely manner
- Promote a positive image and perception of Verizon by providing outstanding customer service on all customer inquiries.
Education
Capella UniversityMinneota, MN
Bachelor of Science from Business Administration
07.2016
Skills
- Staff Management
- Quality Control
- Customer Service-Oriented
- Project Oversight
- Records Management
- Account Reconciliation
- Financial Administration
- Human Resources Management
- Staff Training and Development
- Relationship Building
- Payroll and budgeting
Qualifications
Highly motivated, organized, disciplined, team player, and goal oriented to meet deadlines., Bachelor Of Science in Business Administration, Business Intelligence Fundamental Certified, Business Management Essentials Certified, Project Management Essentials Certified, Proficient in the use of Microsoft Office Suite and Adobe.
References
References available upon request.
Certification
Business Management Essentials
Business Intelligence Fundamentals
Project Management Essentials