Misty Anderson
Oshkosh,WI
Summary
Organized and dependable clinic supervisor with 12 years of leadership experience. Proven ability to maintain high levels of employee engagement, manage multiple priorities, and take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Clinic Operations Supervisor
Advocate Aurora Health Care
04.2021 - Current
- Recruit, hire and train staff
- Provide direct supervision, ongoing staff development and continuing education to employees to maintain a team of high performers
- Coach and mentor employees resulting in promotion of employees into increased levels of responsibility
- High level of employee engagement
- Intercedes between employees during arguments and diffused tense situations
- Resolves issues through active listening and open-ended questioning, escalating major problems to manager
- Monitor duties assigned to personnel to promote high levels of patient care and job efficiency
- Communicate with patients to resolve complex concerns
- Functions as a liaison between non-physician staff and physicians to ensure effective service for patients
- Establish and maintained effective communication with staff and clinicians to promote high quality patient care
Business Services Supervisor
Aurora Medical Group
03.2013 - 04.2021
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews
- Oversaw HR training, coaching, mentoring and staff retention
- Built highly-efficient clerical team through ongoing coaching and professional development opportunities
- Interceded between employees during arguments and diffused tense situations
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Maintained top tier team member engagement scores
- Participated in and lead groups to improve processes
- Established and maintained physician schedules
- Ensured accurate compilation of patient information
- Resolved complex patient questions and concerns
- Worked collaboratively with staff across multiple disciplines
Customer Service Representative Lead
Aurora Medical Group
10.2008 - 03.2013
- Maintained employee schedules
- Built and maintained clinician schedules
- Onboarded and trained customer representatives to meet performance and service goals
- Provided daily work direction to customer service representatives
- Coached and mentored service representatives to deliver polite, professional customer interactions
- Provided back-up to customer service representatives as needed
- Managed a wide variety of customer service and administrative tasks.
- Participated in work groups to improve processes
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Customer Service Representative
Aurora Medical Group
12.2006 - 10.2008
- Greeted and assisted patients
- Handled patient inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Updated account information to maintain customer records
- Scheduled patients for clinic and ancillary services
- Answered telephones and recorded messages
- Prepared patient paperwork
- Collected and posted patient payments
- Maintained accurate cash bag
- Trained new personnel regarding company operations, policies and services
- Ordered office supplies
Education
Certificate - Business Management
Rasmussen College
High School Diploma -
Oshkosh West High School
Skills
- Team Engagement
- Performance Improvement
- Training and Development
- Critical Thinking and Problem Solving
- Decision-Making
- Process Improvement
- Time Management
- Conflict Resolution
Certification
Certificate in Lean Healthcare - Green Belt
Timeline
Clinic Operations Supervisor
Advocate Aurora Health Care
04.2021 - Current
Business Services Supervisor
Aurora Medical Group
03.2013 - 04.2021
Customer Service Representative Lead
Aurora Medical Group
10.2008 - 03.2013
Customer Service Representative
Aurora Medical Group
12.2006 - 10.2008
Certificate - Business Management
Rasmussen College
High School Diploma -
Oshkosh West High School
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