Leeza Hayes
Columbia,MD
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Dedicated and empathetic Medical Assistant offering experience in direct patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction. Dedicated to complying with regulatory and practice standards. Cultivates trust and rapport with patients through excellent communication and interpersonal skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Medical Receptionist
Padder Health Services LLC
Columbia, MD
07.2022 - Current
- Greet patients, collect their information, answer any questions, schedule appointments, and verify insurance information
- Organized and efficient, also oversee and execute everyday administrative tasks to ensure that the medical office runs smoothly and successfully.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Medical Assistant/Front Desk Receptionist
Chesapeake Oncology Hematology Associates
Columbia, MD
04.2018 - 07.2022
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Filed insurance claims forms in accordance with applicable regulations.
- Administered injections, medications and treatments as directed by the physician.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Provided assistance to medical staff in performing minor surgical procedures.
- Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
- Organized patient charts before each day's clinic sessions began.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Inspected equipment to ensure proper working order prior to use on patients.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Registered new patients into practice management software program accurately entering demographic information.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
Office Manager
Dr. Ruth N. Agwuna
Columbia, MD
01.2013 - 03.2018
- Coordinated meetings, conferences, travel arrangements and department activities.
- Responded to customer inquiries via phone or email in a professional manner.
- Supervised staff members, organized schedules and delegated tasks.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Provided administrative support to management team including preparing reports and presentations.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Maintained filing system for records, correspondence and other documents.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Assisted in developing budgets for departmental expenses.
- Maintained confidential records relating to personnel matters.
- Ensured compliance with applicable laws regarding employment practices.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Provided training to new hires on office policies and procedures.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Developed and implemented office policies and procedures.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Organized company events including holiday parties, team building activities .
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Assisted in recruiting, onboarding and training new employees.
- Processed payroll accurately ensuring all employees were paid on time.
- Used judgment and initiative in handling confidential matters and requests.
Kids Activities Team Member
Lifetime Fitness
Columbia, MD
01.2010 - 01.2012
- Entertaining, safe and friendly school-aged children
- Organize activities
- CPR certified
- Interaction with parents and child care staff.
- Demonstrated excellent problem solving skills when dealing with difficult issues presented by campers or parents.
- Kept accurate records of attendance, participation, and progress reports for each camper.
- Enforced rules during activities to ensure a healthy balance between structure and fun.
- Motivated campers who were struggling or losing interest in the activity at hand.
- Encouraged positive behavior among participants at all times.
- Maintained an inventory of all supplies used for activities and restocked as necessary.
- Communicated effectively with staff members regarding upcoming events or changes in schedule.
- Created fun, interactive lessons plans that kept children engaged in learning new skills.
- Organized supplies and materials needed for each activity prior to their start time.
- Assisted with clean up after each activity session concluded.
Lifeguard
Columbia Association Aquatics
Columbia, MD
01.2008 - 01.2010
- Monitor adults and children at certified pools
- An expert swimmer
- Follow rules and regulations of Columbia Association Policies
- CPR certified.
- Observed swimmers from elevated chairs while scanning the entire pool deck.
- Conducted daily pool maintenance, including testing and adjusting chemical levels.
- Responded quickly to medical emergencies in the pool area.
- Provided assistance to swimmers of varying skill levels.
- Assisted with swim lessons for guests and members of the facility.
- Maintained accurate records of incident reports, pool chemicals, and patron counts.
- Maintained constant surveillance of patrons in the swimming area at all times.
- Prepared detailed incident reports following accidents or other incidents.
- Enforced all safety regulations and posted rules for patrons.
- Instructed patrons on proper use of diving boards, slides, ladders.
- Monitored swimmers to ensure safety in the pool area.
- Reported any unsafe conditions or suspicious activity to management immediately.
- Provided first aid care to injured patrons before paramedics arrived on scene.
- Performed regular cleaning and maintenance of pool equipment.
Party Attendant and Coordinator
Pump It Up
Elkridge, MD
01.2007 - 01.2009
- Provide top quality customer service
- Coordinate party events
- Greet customers and answer phones
- Supervise youth during party activities
- Attend scheduled staff meetings.
Education
Certification - Medical Assisting
American Career Institute
Columbia, MD06-2011
Nursing -
Howard Community College
Columbia, MDAtholton High School
Columbia, MDSkills
- CPR Certified
- Service Coordination
- Customer Service
- Amazing Charts Software
- Practice Choice Software
- Microsoft Office Suite
- Blood Draws/Phlebotomy
- Physicals & Immunizations
- Rapid Strep Tests
- EKG Experience/Training
- EMR Experience
- Sevocity Software
- Authorize Prescription Refills
- Suture Removal
- Patient Preparation
- Administrative Duties
- Basic CPT/ICD-10 Training
- Record Medical History
- Recording Vital signs
- Inventory Oversight
- Scheduling
- ICD-10 (8 years)
- EMR Systems (10 years)
- Experience Administering Injections (5 years)
- Medical Records (10 years)
- Phlebotomy (10 years)
- Insurance Verification (10 years)
- CPT Coding (10 years)
- Vital Signs (10 years)
- Patient Care (10 years)
- Lifeguard (2 years)
- Medical Scheduling (10 years)
- Medical office experience (10 years)
- Medical receptionist (10 years)
- Medical billing (8 years)
- Medical coding (5 years)
- Epic (5 years)
- Communication skills (10 years)
- Computer skills (10 years)
- Triage
- Anatomy Knowledge
- Medical Terminology
Certification
Driver's License
Certification of Completion - Medical Assisting
High School Diploma
Languages
English - Expert
Languages
English
Full Professional
References
References available upon request.
Timeline
Medical Receptionist
Padder Health Services LLC
07.2022 - Current
Medical Assistant/Front Desk Receptionist
Chesapeake Oncology Hematology Associates
04.2018 - 07.2022
Office Manager
Dr. Ruth N. Agwuna
01.2013 - 03.2018
Kids Activities Team Member
Lifetime Fitness
01.2010 - 01.2012
Lifeguard
Columbia Association Aquatics
01.2008 - 01.2010
Party Attendant and Coordinator
Pump It Up
01.2007 - 01.2009
Certification - Medical Assisting
American Career Institute
Nursing -
Howard Community College
Atholton High School