La-Aia Smith
Coastal Health Primary Care
Jacksonville,FL
1
Certification
9
years of professional experience
Experienced front office leader with 7+ years in patient coordination, office management, and staff supervision. Known for attention to detail, conflict management, and streamlining daily operations to improve patient experience and team performance.
Work History
Lead Front Desk Receptionist
4 Years 1 Month- Supervised patient check-in registration and demographic updates to maintain accurate patient records.
- Oversaw appointment scheduling confirmation process and maintained daily calendar change accuracy to ensure smooth office flow.
- Verified insurance eligibility, copay details, and authorization requirements before patient visits.
- Resolved front desk inquiries and redirected calls to support smooth patient-facing operations and clear communication.
- Delivered onboarding training for scheduling procedures, documentation standards, and reception workflows to support consistent front desk operations.
- Streamlined check-in and checkout processes to reduce wait times and improve patient experience.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Completed clerical duties and tasks for clinic administration.
- Coached team members on procedures, quality expectations, and performance improvement.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location; monitored shift changes to support successful daily operations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained new reception staff on call handling, registration, and office procedures.
Manager/Personal Trainer
4 Years 5 Months- Managed daily fitness studio operations, ensuring smooth member service and consistent workflow execution.
- Coordinated staff schedules, assignments, and coverage to maintain reliable front-line support.
- Trained team members on service standards, sales processes, and client engagement practices.
- Oversaw membership inquiries, renewals, and issue resolution to support client retention.
- Monitored inventory, ordering, and supply organization to keep facilities fully stocked.
- Supported marketing promotions and community outreach efforts to increase brand visibility.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Directed daily operations to maintain consistent workflow and service quality.
- Monitored performance expectations and corrected issues through timely coaching.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored client progress and adjusted programs to improve strength, endurance, and mobility.
- Educated clients on nutrition basics, recovery practices, and sustainable lifestyle habits.
- Maintained accurate client records, session notes, and program updates for ongoing continuity.
- Motivated clients through consistent coaching, accountability, and clear performance feedback.
- Demonstrated exercise modifications for varying fitness levels, injuries, and mobility limitations.
- Successfully sold personal training packages
- Facilitated open communication channels with clients, addressing concerns or questions promptly while offering valuable insights into improving overall wellness.
- Encouraged long-term commitment from clients by celebrating achievements, setting new targets, and fostering a supportive atmosphere during training sessions.
- Designed specific workout systems for individual clients based on performance ability.
- Reduced injury risk for clients with proper form instruction and exercise modifications based on individual needs.
- Increased client base by offering engaging group classes that catered to various skill levels and interests.
- Promoted a safe workout environment by maintaining clean facilities, regularly inspecting equipment, and addressing any safety concerns promptly.
- Streamlined client scheduling processes through efficient appointment management systems, ensuring timely communication of changes or cancellations.
- Improved overall client satisfaction by providing attentive coaching, guidance, and motivation throughout training sessions.
- Collaborated with fellow trainers to share knowledge, techniques, and industry trends for optimal professional growth.
- Conducted thorough assessments of new clients'' physical abilities, medical histories, and personal goals before designing tailored fitness programs.
- Fostered strong relationships with local healthcare professionals for cross-referral opportunities benefiting both parties'' clientele bases.
- Developed customized nutrition plans to support clients'' weight loss, muscle gain, and performance goals.
- Bolstered gym revenue through active participation in marketing initiatives such as social media campaigns or community events showcasing available services.
- Promoted safe and a safe and interactive environment for club clients and members.
Education
Associate of Science - Business Administration And Management
Skills
Patient coordination
Office management
Record management
Multitasking and organization
Staff management
Task delegation
Conflict management
Complex Problem-solving
Guest relations
Hospitality services
Attention to detail
Workplace safety
Certification
- Certified Medical Administrative Assistant, Nation Healthcare Association
Timeline
Lead Front Desk Receptionist
Coastal Health Primary Care
09.2022 - CurrentRead More
Manager/Personal Trainer
Totalfit Lifestyle
07.2017 - 12.2021Read More
Florida State College
Associate of Science from Business Administration And Management
Read More