Martha (Abbey) Laster
Allen,LA
Summary
Adept at schedule coordination and fostering teamwork, I significantly enhanced patient satisfaction and operational efficiency at StrideCare. Leveraging skills in software familiarity and office administration, I streamlined appointment processes and improved scheduling systems, contributing to a noticeable reduction in patient wait times and surgery cancellations. An outgoing, passionate and hardworking individual who strives to bring element of joy and happiness to my clients and colleauges.
Overview
18
18
years of professional experience
Work History
Surgery Scheduler
StrideCare
07.2021 - Current
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
- Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
- Educated patients about surgeries and provided treatment plan documentation.
- Reduced surgery cancellations with thorough pre-operative assessments and communication with patients.
- Utilized advanced software tools to optimize appointment availability and efficiently manage surgeon calendars.
- Minimized patient wait times through effective management of daily surgery schedules.
- Contributed to overall clinic success with proactive identification of areas for process improvement in scheduling systems.
- Improved patient scheduling efficiency by streamlining appointment booking processes.
Waitress
Cotton Patch Cafe
05.2007 - Current
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Built rapport with regular customers through friendly interactions and attentiveness to their preferences.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Proved successful working within tight deadlines and a fast-paced environment.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Processed orders and sent to kitchen employees for preparation.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Team Lead for Front Medical Office
ENT & Allergy Centers of Texas
02.2017 - 07.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Handled multiple offices at once and scheduling up to 9 doctors at a time in all locations.
Debt Settlement Account Coordinator
Silver Leaf Debt
11.2009 - 11.2010
- Streamlined communication between clients and internal teams for seamless project execution.
- Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Coordinated meetings, calls, and demos for [Number]-person account management team.
- Escalated issues to appropriate channels as necessary.
- Fostered a positive work environment by actively participating in team-building activities and demonstrating commitment to the success of coworkers and clients alike.
- Maintained detailed records of account activities, ensuring accurate invoicing and budget tracking processes were in place.
- Updated internal databases with account information to maintain concise, clear records.
- Supported senior account managers in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
- Developed strong relationships with key stakeholders, fostering trust and long-term collaboration between clients and agency partners.
- Facilitated weekly status reports, project documentation and client billing.
- Asked appropriate open-ended questions to discover customers' needs and requirements.
- Acted as a liaison between various departments within the organization, facilitating smooth collaboration on shared projects or initiatives.
- Prepared, filed and retrieved sales-related documents such as contracts.
- Enhanced client satisfaction by effectively managing multiple projects and ensuring timely delivery.
- Liaised with internal teams to facilitate proper pre-and post-sales service.
- Negotiated with suppliers on behalf of clients, securing cost-effective solutions that met client needs.
- Facilitated onboarding of new clients, ensuring smooth transition and positive initial experience.
- Organized and updated account databases, ensuring team members had access to current and accurate information.
Education
Collin College
Plano, TXArkansas State University
Jonesboro, ARHigh School Diploma -
Allen High School
Allen, TX06-2003
Skills
- Schedule coordination
- Teamwork orientation
- Calendar management
- Maintaining confidentiality
- Facility coordinating
- Office administration
- Software familiarity
- Data entry proficiency
- Payment collection
- Documentation scanning
- Office workflow support
- Scheduling expertise
- Time management
- Collaboration and teamwork
Timeline
Surgery Scheduler
StrideCare
07.2021 - Current
Team Lead for Front Medical Office
ENT & Allergy Centers of Texas
02.2017 - 07.2021
Debt Settlement Account Coordinator
Silver Leaf Debt
11.2009 - 11.2010
Waitress
Cotton Patch Cafe
05.2007 - Current
Collin College
Arkansas State University
High School Diploma -
Allen High School
Similar Profiles
Kelly HarringtonKelly Harrington
Financial Clearance Operation Manager at StridecareFinancial Clearance Operation Manager at Stridecare
Robin WarnerRobin Warner
Medical Practice Manager at North Texas Podiatric Medicine - StridecareMedical Practice Manager at North Texas Podiatric Medicine - Stridecare
Jerrod AllenJerrod Allen
Leadman at PSC GroupLeadman at PSC Group