Michole Conrad
Winnebago,IL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of associates in dynamic, fast-paced settings. Highly dependable, ethical and reliable leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Business Office Supervisor
UW Northern Illinois/SwedishAmerican
04.2019 - Current
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent.
- Completed bi-weekly payroll for 21 employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Monitored front areas so that questions could be promptly addressed.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted performance reviews.
Lead Medical Receptionist
UW Northern Illinois/SwedishAmerican
09.2007 - 04.2019
- Used computer programs and registration systems to schedule patients for outpatient therapy visits.
- Completed clerical duties and tasks for clinic administration.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Fielded concerns surrounding patients and care, liaising between therapists, patient and insurance company.
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care.
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds.
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated.
- Managed multi-line phone system and pleasantly greeted patients.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
- Supported office staff and operational requirements with administrative tasks.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Enhanced office productivity by handling high volume of callers per day.
- Transcribed phone messages and relayed to appropriate personnel.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Maintained current and accurate medical records for patients.
Store Manager
Payless Shoe Source
05.1996 - 10.2006
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Rotated merchandise and displays to feature new products and promotions.
- Supervised guests at front counter, answering questions regarding products.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
Education
Master of Science - Healthcare Administration
University of St. Francis
Joliet, IL12.2024
Bachelor of Science - Healthcare Management
University of St. Francis
Joliet, IL12.2022
Skills
- Employee Performance Evaluations
- Policy and Procedure Modification
- Administrative Support
- Active Listening
- New Hire Orientation
- Work Orders
- Setting Up Referrals
- Microsoft Office
- General Office Functions
- Daily Reports
- Coaching and Training
- Workload Prioritization
- Coordinate Schedules
- Insurance Verification
- Creative Thinking
- Continuous Improvement Process
- Spreadsheet and Database Creation
- Employee Performance Management System
- Electronic Medical Record (EMR) Systems
- Employee Timesheet Processing
- Workflow Processes
- PowerPoint Presentations
- Regulatory Requirements
- Staffing Requirements
- Office Organization
- Corrective Actions
- Customer Service Management
Certification
- Six Sigma Lean Black Belt in Healthcare, Management and Strategy Institute
Timeline
Business Office Supervisor
UW Northern Illinois/SwedishAmerican
04.2019 - Current
Lead Medical Receptionist
UW Northern Illinois/SwedishAmerican
09.2007 - 04.2019
Store Manager
Payless Shoe Source
05.1996 - 10.2006
Master of Science - Healthcare Administration
University of St. Francis
Bachelor of Science - Healthcare Management
University of St. Francis
Similar Profiles
Brittany AustinBrittany Austin
Patient Care Receptionist/Certified Clinic Medical Assistant at SwedishAmerican/UW Health Northern IllinoisPatient Care Receptionist/Certified Clinic Medical Assistant at SwedishAmerican/UW Health Northern Illinois
Monica StoneMonica Stone
Quality Resource Coordinator at UW Health Northern IllinoisQuality Resource Coordinator at UW Health Northern Illinois
Crystal MartinCrystal Martin
Patient Care Receptionist at UW Health Northern Illinois (Swedish American )Patient Care Receptionist at UW Health Northern Illinois (Swedish American )
Carly Molter, MSN, FNP-BCCarly Molter, MSN, FNP-BC
Registered Nurse at UWHealth - Northern IllinoisRegistered Nurse at UWHealth - Northern Illinois
Sarah OhmanSarah Ohman
Material Handler at Rockford FastnerMaterial Handler at Rockford Fastner