Linda Roberts
Cortland,NY
Summary
Experienced clinical support professional with strong foundation in administrative tasks and patient coordination. Adept at managing schedules, maintaining records, and facilitating communication between medical staff and patients. Known for collaborative approach and adaptability, ensuring smooth operations and achieving optimal outcomes. Possess skills in medical software, appointment setting, and office management.
Overview
32
32
years of professional experience
Work History
Clinical Administrative Assistant
Cornell Health, Cornell University
01.2018 - Current
- Provided administrative support to clinical staff, ensuring efficient patient scheduling and communication.
- Managed electronic health records, maintaining accuracy and confidentiality of patient information.
- Assisted in coordinating patient intake processes, enhancing overall workflow efficiency.
- Communicated with patients regarding appointments, inquiries, and follow-up care instructions.
- Collaborated with healthcare providers to streamline documentation processes and improve response times.
- Implemented improvements in office procedures that contributed to enhanced patient experience.
- Trained new administrative staff on operational protocols and software systems to ensure compliance.
- Evaluated current administrative practices, recommending changes that increased efficiency and reduced errors.
- Streamlined administrative processes for increased office efficiency and reduced wait times.
- Improved patient satisfaction by efficiently managing appointment scheduling and follow-up calls.
- Supported billing department by accurately entering insurance information and coding diagnoses for claims processing.
- Expedited check-in procedures for patients, resulting in reduced wait times and improved overall experience at the clinic.
- Contributed to a positive work environment through strong collaboration with colleagues across various departments within the healthcare facility.
- Registered new patients into computer system and verified addresses, telephone numbers and insurance information.
- Advised office manager of problems and concerns and assisted with problem-solving.
- Assisted in maintaining a clean reception area, creating a welcoming atmosphere for patients upon arrival to the clinic setting.
- Supported clinic staff during high volume periods, adapting to a variety of tasks as needed to maintain smooth operations.
- Optimized staff time management through efficient coordination of breaks and shift rotations among administrative personnel.
- Facilitated clear communication between medical providers and patients by acting as a liaison in-person, over the phone, or via email.
- Promoted timely referrals by coordinating appointments with specialists and obtaining necessary authorizations from insurance carriers.
- Provided exceptional customer service to English patients and helped English as second language population to get services needed and helped them or directed to the appropriate department.
- Ensured compliance with HIPAA regulations by safeguarding sensitive patient data during record-keeping tasks.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out.
- Provided prompt, polite and professional in-person and telephone customer service.
- Updated patient information and insurance details for accurate electronic medical records.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with student if they no showed their appointment. Generated a Note to send to the provide after three attempts had been made.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Assisted with medical coding and billing tasks.
- Ability to deescalate situations effectively.
- Connect well with people, building rapport easily.
Office Manager
Family & Children's Service of Ithaca
01.1994 - 06.2025
- Hired, retained qualified staff, trained, coached and gave feedback as needed
- Ensured procedure and protocol was followed in the office
- Performed performance dialogue annually
- Served as liaison between management, clinical staff and the community
- Directed staff with new work procedures to achieve agency objectives
- Helped to coordinate services with other agencies and organizations in community for clients
- Fill gaps for front desk when necessary
- Established and maintained positive relationships with staff and community at large
- Reviewed and approved time cards for processing by payroll department
- Planned and organized staff development to better the functions of our agency
- Helped to brainstorm ideas for better flow in the office area
- Effectively served as an advisory resource by providing patient/family experience expertise
- Team member in: Strategic Planning Committee
- Managed office operations, ensuring compliance with organizational policies and procedures.
- Coordinated scheduling for staff meetings and community outreach events.
- Streamlined communication between departments to enhance workflow efficiency.
- Maintained statistics of office production through MS Excel
- Oversaw inventory office supplies to optimize resources.
- Trained new administrative staff on office protocols and software systems.
- Facilitated conflict resolution among team members, fostering a collaborative environment.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Interceded between employees during arguments and diffused tense situations.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
Office Manager, Front Desk Coordinator
Gannett Health Services
07.2000 - 01.2018
- Assisted in selecting, developing and retaining qualified staff
- Serve as liaison between management, clinical staff and community members
- Collaborate with other areas of Gannett and offices on campus
- Fill gaps for coverage needs
- Build and maintain the complex master schedules as well as adjust daily schedules
- Regularly provide feedback, assistance, coaching and have one on one discussions with staff as needed
- Establish and maintain positive relationships with the professional and support staff CAA's, as well as the Cornell Community members
- Maintain budget - ordering supplies and event planning
- Coordinated and planned the CAPS Department Retreat for the past 16 years
- Complete daily tasks for providers assigned
- Direct new procedures of improved work methods
- Process Health Leave of Absences.
- Observe strict confidentiality and safeguard all patient-related information
- Serve as an advisory resource to staff when procedure and protocol questions arise
- Ensure equipment is in working condition and needed supplies are ordered for the office
- Sign-off on time sheets to ensure coverage needs are met before final approval
- Question unclear changes in protocols or procedures to fully understand
- Help to brainstorm ideas for better flow in the office area
- Coordinate coverage for on-call, emergency day coverage and noon-time emergency coverage
- Performed performance dialogue annually with staff members I supervised for 9 years
- Team member of the CAPS Operations and Integrated OPS Teams
- Maintained accurate patient records using electronic health record (EHR) systems to ensure data integrity.
- Collaborated with healthcare staff to streamline communication and improve patient flow in the clinic.
- Provided exceptional customer service while addressing inquiries and resolving issues promptly.
- Managed patient appointment scheduling and coordinated front desk operations to enhance efficiency.
- Trained new front desk staff on operational processes and software usage for effective team performance.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
- Successfully managed challenging situations involving guest complaints or issues by employing excellent problem-solving skills.
- Updated client records accurately and efficiently, ensuring data integrity within the system.
- Facilitated effective communication between clients, guests, and internal staff by serving as a central point of contact.
- Scheduled appointments in computer system.
- Maintained a clean, organized reception area, creating a welcoming atmosphere for clients and visitors.
- Collaborated with team members to address guest needs and ensure seamless operations.
- Trained all staff on front desk procedures and policies.
- Monitored inventory levels of office supplies, placing orders as needed to prevent shortages or delays.
- Provided administrative support to management staff, contributing to overall office productivity.
- Served as point of contact for clients, fulfilled requests and resolved conflicts within customer service department and forwarded all other inquiries to appropriate department and personnel.
- Maintained office supplies by taking inventory and submitted orders for low-stock items.
- Handled high volumes of incoming calls, directing callers to appropriate departments for prompt assistance.
- Managed appointment scheduling, ensuring optimal use of resources and minimizing conflicts.
- Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contributed positively to the workplace environment through friendly interactions with colleagues while promoting teamwork.
- Ran end-of-day reports and batches and notified staff of necessary corrections and resolutions.
- Used Point and Click (PNC), excel, Outlook to maintain and update records of internal data.
- Transcribed phone messages for entire office and relayed messages.
- Managed sign-in and security procedures by issuing badges, updating logs, and controlling access.
- Verified patient demographic information, copied documentation and directed to provided information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgement and critical thinking skills.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Resolved customer problems and complaints.
- Scheduled office meetings and client appointments for staff teams.
- Tracked important information in [Software] spreadsheets and ran reports or generated graphs using data.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed daily office operations, ensuring efficient workflow and communication among staff.
- Coordinated schedules, meetings, and events to enhance team collaboration and productivity.
- Implemented office policies and procedures to improve operational efficiency and compliance.
- Trained new employees on administrative processes and software systems for smooth onboarding.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Spearheaded community outreach initiatives, improving company's local reputation and engagement.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Managed patient scheduling and appointment coordination to enhance operational efficiency.
- Provided exceptional customer service by addressing inquiries and resolving patient concerns promptly.
- Maintained accurate patient records and ensured compliance with health regulations.
- Collaborated with healthcare providers to facilitate smooth communication and workflow processes.
- Implemented office organization strategies to optimize front desk operations and improve patient experience.
- Trained new staff on administrative procedures, enhancing team performance and service delivery.
- Oversaw the maintenance of office supplies, ensuring readiness for daily operations and events.
- Developed standard operating procedures for front desk activities, increasing consistency in service delivery.
- Kept accounts in balance and ran daily reports to verify totals.
- Used [Software] to maintain and update records of internal data.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
- Greeted incoming visitors, verified credentials and purpose of visit in order to direct appropriate area or personnel.
- Assisted in training new staff members on front desk procedures and company policies.
- Developed strong relationships with clientele, fostering loyalty and repeat business.
- Maintained clean and organized front desk areas to uphold polished company image.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Compiled information from files and research to satisfy information requests.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Education
High School Diploma - Focus in Business
Ithaca High School
Ithaca, NYHigh School Diploma -
Ithaca College
Ithaca, NYNo Degree -
SUNY Empire College
Ithaca High School, Ithaca NY 14850Skills
- Calm and level-headed when stressful
- Personal and professional integrity
- Quick problem solver
- Conflict resolution
- Sound decision making
- Proven patience and self-discipline
- Cultural awareness and sensitivity
- Patient-oriented Critical thinking proficiency
- Proficient in PNC and EHR
- Easily connect with people
- Prioritize and complete tasks in a timely manner
- Professional telephone etiquette
- HIPAA compliance
- Time management capabilities
- Computer software proficiency
- Clinical documentation
- Patient confidentiality maintenance
- Data entry proficiency
- Patient scheduling expertise
- Conflict resolution techniques
- Interpersonal relationship building
- Medical coding
- Positive attitude
- Problem-solving
- Attention to detail
- Multitasking and organization
- Cleaning and sanitizing
- Patient care
- HIPAA regulations
- Computer skills
- Patient charting
- Phone and email etiquette
- Patient scheduling
- Patient registration
- Electronic charting
- Data entry
- Appointment management
- Workload management
- Follow-up skills
- Appointment coordination
- Patient relations
- OSHA compliance
- Document management
- Emergency procedures
- Records management
- Patient flow
- Patient referrals
- Patient screening
- Mail distribution
- EMR software
- Healthcare coding
- Clinical and administrative support
- Multi-line telephone management
- Tact and diplomacy
- Medical records confidentiality
- Teamwork
- Customer service
- Time management
Organizational growth
Accomplishments
Strategic Planning Committee at Family and Children's Service of Ithaca
Strategic Planning Committee, Cornell Health (Gannett Health Center), Counseling and Psychological Services Department
Cornell University Supervisor's Training (1 week long):
2001
2006
Cornell University, Counseling and Psychological Services Department:
Sent to NYC for the "Chung Study" Collaboration with Counseling Department at NYU.
Part of Committees at Gannett/Cornell Health:
Supervisor's - weekly meetings
QI (Quality Initiative)
Over past 25+ years, numerous CE, Trainings at Gannett/Cornell Health:
Diversity
Workplace Violence
Eating Disorders
Bias crimes
Racism
Office Etiquette
- Wrote and updated Procedure and Protocol Manual for front desk staff. Used as a training tool and to refer to with questions.
Timeline
Clinical Administrative Assistant
Cornell Health, Cornell University
01.2018 - Current
Office Manager, Front Desk Coordinator
Gannett Health Services
07.2000 - 01.2018
Office Manager
Family & Children's Service of Ithaca
01.1994 - 06.2025
High School Diploma - Focus in Business
Ithaca High School
High School Diploma -
Ithaca College
No Degree -
SUNY Empire College
Training
- Cornell University Management Certificate, 2001 & 2006
- Annual OSHA Trainings
- Numerous Diversity Trainings over the years at Gannett (i.e. Transgender, LGBT, Racism, Eating Disorders etc.)
- Numerous Workplace Trainings over the years at Gannett (i.e. Workplace safety, ergonomics, etc.)
- Numerous Trainings in CAPS Staff Meetings over the years (i.e. ADHD, Cornell Community Schools Informational Presentations, CARS etc.)
Course Work Taken
- Tompkins Cortland Community College
- Alcohol and Alcoholism
- Excel Spreadsheet
- Microsoft Word
- English
- Introduction to Business Math
- Introduction to Business Law
- Introduction to Word Processing