Nadia Najm
Staten Island,NY
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Seeking a career as an administrative professional in the medical/dental field, with a special interest in hospital and private practice settings.
Overview
26
26
years of professional experience
Work History
Front Desk Administrator
Staten Island Ophthalmology
05.2017 - 06.2020
- Performed routine tasks such as answering phones, scheduling appointments, confirming appointments, checking insurance eligibility, collecting copayments and obtaining referrals for a high volume ophthalmology practice consisting of five providers
- Greeted and checked in patients as they arrived for their appointments
- Worked with administrators and doctors to optimize patient flow and to ensure that appointments were scheduled to allow for patients to receive the most thorough care possible
- Created monthly reports to assist the office administrator in tracking numbers of cataract evaluation appointments and scheduled surgeries, LASIK appointments and scheduled surgeries and referrals from local optometrists for various ocular issues and the appointments scheduled
- Handled all emails sent through our OD Portal (optometrist) via our website which gave me patients’ information and reason for appointment so that I could contact the patient and schedule an appointment
- Followed up via phone call with optometrist to inform them of outcome
- Placed contact lens orders on a weekly basis, informed patients of the delivery of the lenses and collected payment when lenses were picked up
- Ordered stationary supplies, such as recall cards, business cards and letterhead for the office
- Performed quarterly computer scans for merchant processing software to ensure patient confidentiality
- Ensured that HIPAA was always complied with
- Created relationships with patients that enabled them to relax and feel as comfortable as possible during their various interactions with the office.
Office Manager
Fort Hamilton Dental, P.C.
04.2013 - 02.2017
- Managed day-to-day operations of dental office
- Maintained a professional reception area; organize patient education materials, ensured that the area was clean and comfortable
- Answered and responded to telephone calls with professionalism
- Greeted and welcomed patients and visitors to the practice
- Checked in patients in accordance with office protocol
- Verified and updated patient information
- Confirmed the following day's appointments according to patient preferences
- Collected payments from patients at the time of treatment
- Made follow-up appointments using the EZ Dental system
- Assisted in the treatment room, when needed
- Ensured that records were stored securely and in compliance with HIPAA regulations
- Prepared and sent claim forms for patients with dental insurance
- Submitted treatment plans for predetermination of benefits
- Assisted in the resolution of issues with third-party payers
- Monitored inventory and ordered dental supplies as needed
- Entered patient financial activity and insurance payments into computer system.
Office Manager
Executive Dental Care, P.C.
03.2010 - 01.2012
- Upheld a friendly interaction and communication with doctor, patients and co-workers
- Maintained the privacy of important patient and office records according to HIPAA regulations
- Handled a multi-line inbound phone call system
- Utilized Dentrix computer system to schedule appointments, register patients and perform billing functions
- Contacted insurance companies to obtain patient eligibility and prior authorizations
- Kept track and ordered office supplies as needed.
Registration Supervisor
LMC-Shore Road Family Health Center
08.2002 - 05.2008
- Supervised front desk staff in a multi-specialty physicians’ practice that was comprised of twenty-five practitioners
- Responsibilities included working with administrative and clerical support staff in coordinating the efficient processing of medical records, appointments and patient flow
- Fostered an atmosphere of teamwork between different departments
- Coordinated the work schedules of the front desk staff on a weekly basis
- Created and revised physicians’ schedules in the computer system
- Worked with site administrator to maximize patient, provider and staff satisfaction
- Reconciled daily, weekly and monthly obstetrical patients’ demographic reports
- Responsible for handling the weekly cash deposits of patients’ co-payments
- Performed clerical functions such as registration of patients, verifying insurance eligibility, scheduling appointments, taking telephone messages whenever necessary
- Maintained the security and confidentiality of patient information at all times.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Patient Service Associate
LMC-Park Ridge Family Health Center
02.2001 - 04.2002
- Performed various tasks in Registration/Information, Appointments, Patient Care modules, and other areas such as Cashiering and Medical Records, within the center
- Assisted and interviewed patients for the purpose of obtaining information to create a medical chart and screen for insurance status including eligibility for financial assistance programs, such as Medicaid, Health Plus and the Sliding Fee Scale program
- Completed applications, when the need arose, for differing financial assistance programs
- Provided excellent customer service to patients and medical staff.
- Worked in association with Data Processing to set up provider schedules in the MIS system
- Scheduled appointments to maximize patient and provider convenience
- Processed charts and verify patient information, such as address, telephone number and insurance information and eligibility
- Attended in-service and customer service training on a regular basis
- Followed document protocols to safeguard confidentiality of patient records.
- Communicated with other departmental staff in order to maximize customer satisfaction and enhance patient flow
- Acted as a liaison and translator between patient and medical staff
- Handled daily cash deposits and transportation reimbursements.
Pharmacist Technician / Customer Sales Associate
Rite Aid Corp.
12.1996 - 01.2001
- Entered prescription and patient information into corporate system
- Organized and ordered inventory on a weekly basis
- Offered assistance to customers and answered any questions they may have had
- Assisted manager and chief pharmacist with various tasks, such as price changes, cycle counting, recalling merchandise, and training of new employees.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
Auction Representative / Office manager
Show Auto Sales, Inc.
08.1994 - 04.2000
- Represented used car dealer at automobile auction twice weekly
- Purchased vehicles for export and retail sale
- Entered all purchase and sale records into computer system
- Handled all paperwork associated with the transfer of vehicle ownership and registration
- Answered phone calls and dealt with licensing and motor vehicle work associated with the business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
Bachelor of Science - Clinical Psychology
Pace University
New York, NY12.2000
Skills
- Fluent in the Arabic (spoken) language
- Experienced in working with Microsoft Word, Power Point, Excel, EZ Net, Dentrix, EZ Dental and Evasoft computer programs
- Trained in customer/patient satisfaction, stress management and team building in the workplace
- Knowledgeable in medical, dental and ophthalmic terminology and procedures
- Over 20 years of experience in customer service and satisfaction
- Excellence in communication, active listening, interpersonal relations and time management
References
References available upon request
Languages
Arabic
Full Professional
Timeline
Front Desk Administrator
Staten Island Ophthalmology
05.2017 - 06.2020
Office Manager
Fort Hamilton Dental, P.C.
04.2013 - 02.2017
Office Manager
Executive Dental Care, P.C.
03.2010 - 01.2012
Registration Supervisor
LMC-Shore Road Family Health Center
08.2002 - 05.2008
Patient Service Associate
LMC-Park Ridge Family Health Center
02.2001 - 04.2002
Pharmacist Technician / Customer Sales Associate
Rite Aid Corp.
12.1996 - 01.2001
Auction Representative / Office manager
Show Auto Sales, Inc.
08.1994 - 04.2000
Bachelor of Science - Clinical Psychology
Pace University
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