Madison Lloyd
Summary
Highly skilled and enthusiastic professional with 5+ years of experience in customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Surgical Practice Coordinator
Nemours Children's Hospital
01.2024 - Current
- Facilitate access to surgical care, including scheduling of surgical cases for assigned surgeons at both Nemours and non-Nemours facilities.
- Maximize utilization of OR block times.
- Manage the surgical depot to ensure case inventory is at or below established metrics.
- Manage divisional templates to ensure ease of patient access, provider effectiveness and efficient clinic flow.
- Provide daily administrative support to assigned members of the clinical team; including the Division Chief.
- Assist in the coordination and support of enterprise/departmental/divisional projects and initiative which further the clinical, educational and research missions of the Department of Surgery and its Surgical Divisions.
- Make outbound calls to patient families for the purpose of scheduling surgical procedures.
- Update the OpTime surgical case with required information, per standard work.
- Enter case information on surgeons' Outlook calendars.
- In collaboration with departmental/divisional leadership and divisional providers, develop, build, modify and maintain EPIC templates for assigned providers and specialty programs at all service sites.
- View and manage provider schedules.
- Promptly and courteously handle telephone calls to/from internal and external customers including patients, referring physicians, insurance companies, etc.
- Triage urgent/non-urgent calls appropriately.
Patient Service Representative/Office Coordinator
Main Line Health
10.2022 - 01.2024
- Prioritizes patient phone calls and arranges appointments as needed.
- Ensures proper staffing of office staff and schedules per workload requirements.
- In conjunction with management, monitors employee development, plans/ensures new hire training and staff development.
- Inventory control and verification of shipments.
- Ensures accurate completion of all pertinent safety checklists as assigned
- Assists in implementing new policies, procedures, and changes to staff.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Maintain, organize, and stock clinical areas and rooms.
- Responsible for safety and cleanliness of office areas and maintenance of standards as defined by OSHA/CDC.
- Assists with scheduling of tests and treatments.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Checks in patients, verifies and updates insurance and demographic information in medical records.
- Maintains appointment schedule and follows office scheduling policies and procedures.
- Answers telephone and triage calls, takes accurate messages to provide information to physicians.
- Sorts and delivers mail, medical records, and other correspondences.
Server
Pat's Pizza Family Restaurant
03.2019 - 12.2023
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Answered customers' questions, recommended items, and recorded order information.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Server
Ruby's Diner
11.2017 - 02.2022
- Greet and acknowledge guests and seat patrons by escorting them to assigned tables, communicate delays and offer additional services such as beverages to keep them occupied while waiting.
- Present menus, create personal dining experience, answer questions, and offer information on menu items.
- Addressed guest requests or complaints and escalated major complaints to the manager.
Education
Associate of Science - Behavioral Health Science
Harcum College
Bryn Mawr, PA12.2021
High School Diploma -
Interior High School
Prospect Park, PA06.2019
Skills
- Epic Systems
- Workflow Planning
- HIPAA Compliance
- Office Administration
- New Hire Training
- Decision-Making
- Inventory and restocking
- Electronic Health Records
- Critical Thinking
- Staff Supervision
- Health Information Systems
Certification
- Council For Six Sigma Certification C.S.S.C, White Belt Healthcare Management - February 2024
- Certified Responsible Alcohol Management Program , Pennsylvania Liquor Control Board - June 2021
Timeline
Surgical Practice Coordinator
Nemours Children's Hospital
01.2024 - Current
Patient Service Representative/Office Coordinator
Main Line Health
10.2022 - 01.2024
Server
Pat's Pizza Family Restaurant
03.2019 - 12.2023
Server
Ruby's Diner
11.2017 - 02.2022
Associate of Science - Behavioral Health Science
Harcum College
High School Diploma -
Interior High School