Summary
Overview
Work History
Education
Skills
Timeline
Generic

Makayla Cvetkov

Evanston,IL

Summary

Dedicated professional with over 8 years of experience in medical aesthetics and plastic surgery, demonstrating a proven track record in leadership and project management. Expertise includes guiding teams to achieve strategic objectives while developing efficient processes that uphold the highest quality standards. Recognized for a collaborative approach and unwavering commitment to excellence, fostering an environment that prioritizes customer service and effective communication. A dynamic team player adept at aligning efforts with organizational goals to drive success, leading with empathy and empowering team members to reach their full potential.

Overview

11
11
years of professional experience

Work History

Practice Manager

Spaderma
07.2023 - Current
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
  • Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Developed close working relationships with front office and back office staff.
  • Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
  • Addressed and remedied all patient or team member issues.
  • Oversaw accounting, budgeting, and financial reporting.
  • Supervised team of 16 office personnel.
  • Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
  • Boosted staff morale by offering constructive feedback and specific direction.
  • Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
  • Spearheaded initiatives aimed at improving community relations, including hosting pop ups at city events to connect with our community.
  • Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Spearheaded and implemented new projects to expand scope of engagement.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • 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.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Oversaw inventory management, ordering all supplies, optimizing stock levels, and reducing waste.
  • Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Patient Care Coordinator | Office Lead

Northwestern Plastic Surgery And The Med Spa
03.2022 - 03.2023
  • Acted as main point of contact for patients, doctors and office staff by maintaining high levels of communication.
  • Worked closely with patients to deliver excellent and direct individualized patient care.
  • Delivered quality patient experiences.
  • Educated patients by explaining preparation instructions for upcoming procedures and tests.
  • Maintained accurate and detailed inventories to keep sufficient supplies in office and placed orders as needed.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Open and Closed office each shift. Reliable for long shifts.
  • Drafted concise and accurate reports detailing trends and sales for distribution to upper management and use in strategic planning.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Collected room deposits, fees and payments.
  • Accomplished multiple tasks within established timeframes.
  • Cross-trained existing employees to maximize team agility and performance.

Host Manager

Hubbard Inn / 8 Hospitality
08.2021 - 01.2022
  • Maintained guest satisfaction and high-quality customer service.
  • Adhered to cash handling and reconciliation procedures to monitor and control cash and receipts.
  • Monitored customer satisfaction through table touching, floor presence, and responding to customer inquiries.
  • Participated on floor during service to set and monitor performance standards and rectify staff or guest issues.
  • Maintained collaborative relationships with FOH and BOH team members to optimize productivity and provide seamless guest experiences.
  • Liaised with senior management to attract, develop and retain staff.
  • Maintained customer loyalty to venue with expert and immediate handling of complaints and any issues that were presented.
  • Coordinated staff schedules, rotations and breaks.

Patient Coordinator

OVME
11.2020 - 10.2021
  • Aided in development and betterment of patient management and workflow processes.
  • Managed patient flows while organizing patient care.
  • Delivered excellent patient experiences.
  • Worked with patients to schedule treatments and procedures.
  • Educated patients by explaining preparation instructions for upcoming procedures and treatments.
  • Created patient charts with detailed medical history.
  • Resolved problems with areas such as communication and billing that could negatively impact services.
  • Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
  • Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
  • Handled sensitive situations with empathy when dealing with distressed patients.


Lead Patient Coordinator

Cosmedic Clinic
03.2016 - 03.2020
  • Answered patient assistance calls, assessed needs and offered qualified support.
  • Facilitated communication between patients and various departments and staff.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Coordinated continuing education opportunities for staff members, fostering a culture of continuous learning and professional growth within the organization.
  • Delivered excellent patient experiences and direct care.
  • Kept current with literature and felid advancements.
  • Opened and closed office.
  • Assisted in scheduling surgeries.
  • Improved office efficiency by organizing and maintaining patient records, ensuring accurate information for healthcare providers.
  • Enhanced patient experience by creating a welcoming environment through diligent attention to office appearance and cleanliness standards.

Invoicing Supervisor

Redwood Logistics
10.2014 - 03.2016
  • Executed billing tasks and recorded information in company databases.
  • Used data entry skills to accurately document and input statements.
  • Managed invoicing and payment processing operations.
  • Handled account payments and provided information regarding outstanding balances.
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
  • Developed rapport with clients and vendors to cultivate loyalty and satisfaction.
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Trained and mentored new team members on accounts payable systems and policies to build cohesive groups and promote operational performance.

Education

G Skin & Beauty Institute
11.2018

Certified Laser Technician / Laser Safety Officer -

National Laser Institute
11.2018

Crown Point High School
Crown Point, IN
12.2014

Skills

  • Active Listening
  • Practice management
  • Staff management
  • Workflow management
  • Employee performance
  • Strategic planning
  • Payroll administration
  • Staff development
  • Process improvement
  • Decision-making
  • Critical thinking
  • Leadership
  • Planning and Coordination
  • Team Building
  • Dependable and Responsible
  • Flexible and Adaptable
  • Excellent Communication
  • Organization and Time Management
  • Data Entry
  • Empathetic
  • Uncompromising work ethic
  • Self-motivation and drive
  • Growth mindset
  • Coaching techniques
  • Positive attitude
  • Motivating teams

Timeline

Practice Manager

Spaderma
07.2023 - Current

Patient Care Coordinator | Office Lead

Northwestern Plastic Surgery And The Med Spa
03.2022 - 03.2023

Host Manager

Hubbard Inn / 8 Hospitality
08.2021 - 01.2022

Patient Coordinator

OVME
11.2020 - 10.2021

Lead Patient Coordinator

Cosmedic Clinic
03.2016 - 03.2020

Invoicing Supervisor

Redwood Logistics
10.2014 - 03.2016

Certified Laser Technician / Laser Safety Officer -

National Laser Institute

G Skin & Beauty Institute

Crown Point High School

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