Kiyana Ross
Clinic Coordinator
Houston,TX
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Motivated professional with extensive experience in customer service, sales and administrative tasks.
Overview
10
10
years of professional experience
Work History
Medical Office Coordinator
Fairview Health Services
Minneapolis, MN
01.2022 - Current
- Implemented new policies and educated staff on changes.
- Developed and adjusted work schedules for administrative staff.
- Coordinated, monitored, assigned, and documented patient and clinical care activities.
- Assessed clinical policies and procedures for compliance with changing regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Supervised and managed daily activities of clinical team consisting of 25 physicians, nurses, and support staff.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Administrative Assistant
National Seating And Mobility
Roseville, MN
05.2019 - 06.2021
- Executed record filing system to improve document organization and management.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Assisted development and implementation of new administrative procedures.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Established administrative work procedures to track staff's daily tasks.
- Created and maintained databases to track and record customer data.
- Managed over 90 customer calls per day.
- Scheduled office meetings and client appointments for staff teams.
Assistant Manager
Lane Bryant
Roseville, MN
09.2013 - 07.2015
- Mentored team members to enhance professional development and accountability in workplace.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Reviewed sales and gross profit report to assess company efficiency.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Created employee schedules to align coverage with forecasted demands.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Senior Customer Service Representative
Securian Financial
Saint Paul, MN
08.2017 - 05.2019
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity by 10%.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed and implemented customer service policies and procedures.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
Lead Customer Service Specialist
Meritain Health an Aetna company
Plymouth, MN
2016.02 - 2018.02
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
High School Diploma -
Harding Senior High School
Saint Paul, MN06.2006
Timeline
Medical Office Coordinator
Fairview Health Services
01.2022 - Current
Administrative Assistant
National Seating And Mobility
05.2019 - 06.2021
Senior Customer Service Representative
Securian Financial
08.2017 - 05.2019
Lead Customer Service Specialist
Meritain Health an Aetna company
2016.02 - 2018.02
Assistant Manager
Lane Bryant
09.2013 - 07.2015
High School Diploma -
Harding Senior High School
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