Mika Rhodes
Fort Mill,South Carolina
Summary
Dynamic and results-oriented Office Administrator with over 17 years of experience in office management and customer service, dedicated to fostering a productive and efficient work environment. Proven track record in patient care, scheduling, and technical systems management, complemented by exceptional organizational and time-management skills. Committed to delivering outstanding service while maintaining confidentiality and professionalism, earning respect from colleagues, medical providers, and patients alike. Adept at leading teams and implementing solutions that enhance operational efficiency and drive business results in fast-paced settings.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Client Services Coordinator
The Blanchard Institute
12.2020 - Current
- Responsible for coordinating all new and existing patients’ medical and clinical scheduling—supporting the daily outpatient detox and clinical care they receive. Acting as communication liaison between the medical and clinical staff. Additional responsibilities include office procurement, managing and reconciling monthly expense reports, lead compliance agent, and tracking information from state prescription monitoring program database to legitimize controlled substance use for medical purposes, and completion of applicable FMLA records.
- Substance Use, Mental Health & Family Services
- Facilitated problem resolution processes, ensuring timely responses to client concerns.
- Led initiatives to streamline operations, improving overall workflow efficiency.
- Mentored junior team members, fostering skill development and service excellence.
- Collaborated with cross-functional teams to enhance client engagement strategies.
- Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet deadlines without compromising quality.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Liaised between internal departments to expedite resolution of complex cases requiring input from multiple stakeholders.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Adapted quickly to changes in company policies and procedures, ensuring continued adherence to best practices and compliance requirements.
- Developed strong relationships with clients through regular check-ins, fostering loyalty and trust.
- Educated clients about available resources, tools, and support options designed to help them maximize their benefits from our services.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
- Implemented new processes to increase operational efficiency in the coordination of client services.
- Created customer support strategies to increase customer retention.
- Participated in cross-functional teams to develop strategies for enhancing overall customer experience.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed scheduling to optimize client appointments and resource allocation.
- Coordinated client communications to enhance service delivery and satisfaction.
Program Manager
Wingspan Performance
01.2016 - 12.2020
- Coordinated and managed cross-functional leadership programs and timelines, including calendar and site visits for 75-100 Senior Executive-level clients; Set objectives and deadlines for staff, including weekly staff business letter to coordinate and synch deliverables; responsible for planning and managing executive domestic and international travel itineraries; planned and set-up all off-site workshop events; and, planned staff schedules to ensure 100% coverage of all office duties year-round.
Parental Leave
01.2006 - 01.2015
- Advocated/partnered with school system (IEP, speech therapist), adapted to learning styles/changing interests, created and implemented daily routines, recognized and redirected sensory triggers and development. Additionally, partnered with therapeutic specialists (OT, ABA, nutritional), created tools/methods for emotional response control, positive reinforcement rewarding, social skills practice, and facilitated independent self-management practice.
Education
Bachelor of Science - I/O Psychology
University of Phoenix
Phoenix, AZ01.2022
Associate’s Degree - Business
York Technical College
Rock Hill, SC01.2008
Skills
- Scheduling and planning
- Customer relations
- Client relationship building
- CRM software
Certification
Handling Difficult and Demanding Customers: A Communications Course
Timeline
Client Services Coordinator
The Blanchard Institute
12.2020 - Current
Program Manager
Wingspan Performance
01.2016 - 12.2020
Parental Leave
01.2006 - 01.2015
Associate’s Degree - Business
York Technical College
Bachelor of Science - I/O Psychology
University of Phoenix
Qualifications
- 7+ years of progressive experience in the medical profession, with specialties in Behavioral Sciences, Mental Health, Substance Abuse and Family Services:
- Supporting Medical/Clinical Provider: Preview patients’ records to prepare for the visit; Obtain and document patient’s medical and drug history; Act as liaison for provider and clinician communication regarding quality patient care.
- Patient Care and Administration: Efficiently and effectively process (100+ patients on a weekly/bi-weekly/monthly/emergency basis); Answer telephone questions from patients and coordinate patient care with partner providers; Onboard and orient new patients to program requirements/expectations.
- Office Management: Ensure patient files are completed and updated as required to remain in compliance with mandated requirements; Prepare FMLA and short-term disability paperwork for clinician and provider signatures; Office procurement and operations management.
- Technical: Proficient at Microsoft Office products (Excel, Word PowerPoint, Outlook), as well as, computer/records, charting and phone triage; Technically astute to quickly learn patient care systems (KIPU, etc.), as well as office policies and procedures, while ensuring confidentiality of patient & staff information.