Naja Tucker-Dreher
Blythewood,SC
Summary
Adept at enhancing operational efficiency and team productivity, my tenure at Prisma Health Richland showcased my exceptional office management and customer service skills. By implementing innovative scheduling systems, I improved patient satisfaction significantly. My expertise in staff management and data entry, coupled with a proactive approach to problem-solving, has consistently contributed to organizational success.
Experienced with office administration, including managing daily operations and ensuring smooth workflows. Utilizes organizational and leadership skills to maintain efficiency and support team productivity. Knowledge of office software, scheduling, and resource allocation to drive operational success.
Overview
16
16
years of professional experience
Work History
Office Manager
Southern Med Pediatrics
09.2024 - Current
- Handles sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provides exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintains accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversee office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducts regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhance team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinates office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Serves as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Manages vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Handles sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Contributes to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Develops and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Conducts regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Manages scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Improves team morale and cohesion with regular team-building activities and open communication channels.
- Coordinates with IT department to upgrade office technology, enhancing overall efficiency and data security.
Patient Services Supervisor
Prisma Health Richland
04.2023 - 06.2024
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Collected patient co-pay and issued receipt to confirm payment.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Collected forms, insurance card and co-pay to facilitate registration process and prepare patient for appointment.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Contacted insurance company to verify patient coverage before visit.
- Inputted accurate patient insurance, billing and payment information in EPIC.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Maintained compliance with industry regulations through accurate documentation, consistent policy enforcement, and ongoing staff education.
- Increased efficiency within the department by evaluating workflows and recommending improvements based on best practices.
- Implemented new procedures to improve accuracy in medical records management and reduce errors.
- Created a supportive work environment fostering professional growth opportunities for employees through continuing education initiatives and mentorship programs.
- Managed patient complaints professionally, addressing concerns promptly to ensure satisfaction.
- Oversaw the recruitment process for new hires, ensuring a qualified team of dedicated professionals was employed at all times.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Ensured smooth clinic operations through effective coordination of clinical staff and resources.
- Communicated with patients, ensuring that medical information was kept private.
Medical Records Specialist
Prisma Health Richland
02.2022 - 03.2023
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Coordinated responses to subpoenas and other legal requests for medical records, working closely with legal counsel as necessary to protect patient privacy rights.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Maintained patient records in compliance with security regulations.
- Improved patient care by maintaining accurate and up-to-date medical records for easy access by healthcare practitioners.
- Reviewed charts and flagged incomplete or inaccurate information.
- Kept accurate log of requests for medical information and records.
- Assisted healthcare providers with timely access to patient information, facilitating optimal treatment decisions.
- Followed up with patients about medical and healthcare processes.
- Developed efficient workflows for data entry tasks, enhancing overall productivity within the department.
- Maintained patient confidence by keeping patient records information confidential.
- Managed the secure transfer of medical records between facilities, ensuring proper adherence to privacy regulations and patient confidentiality guidelines.
- Provided outstanding customer service to patients requesting copies of their medical records or seeking assistance with related inquiries.
- Collaborated with IT team members to troubleshoot technical issues related to health information systems, ensuring minimal disruption to department workflows.
- Maintained compliance with HIPAA regulations through thorough staff training and continuous monitoring of security protocols surrounding patient data management.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Maintained patient records systems by archiving, scaning and indexing important documents and files.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Supported medical staff by providing organized and accurate medical records.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
Patient Service Representative
Prisma Health Richland
03.2019 - 02.2023
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Cerner and EPIC to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments and filed medical records.
Patient Information Coordinator
Apogee Physicians
09.2018 - 02.2019
- Increased accuracy of insurance billing by verifying coverage details and promptly addressing discrepancies.
- Provided compassionate assistance for patients navigating difficult diagnoses or challenging treatment decisions.
- Coordinated medical referrals to ensure timely access to specialists and accurate transfer of patient information.
- Streamlined appointment scheduling for optimal patient care and reduced wait times.
- Ensured timely responses to inquiries from healthcare providers, patients, or family members regarding treatment plans or medications.
- Reduced errors in documentation with thorough review of medical charts before appointments or procedures.
- Improved patient satisfaction by efficiently managing and updating patient information in electronic health records.
- Supported clinical staff during high-stress periods by taking on additional administrative tasks as needed.
- Maintained confidentiality by strictly adhering to HIPAA regulations when handling sensitive patient data.
- Maintained accurate and up-to-date client records.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
Senior Customer Service Representative
Computer Sciences
04.2017 - 08.2018
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reduced call wait times by implementing effective time management techniques within the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Medical Business Associate
Virtual Business Office Associates
11.2015 - 03.2017
- Conducted regular audits of billing processes to identify discrepancies or potential errors, resulting in increased accuracy rates.
- Processed 50 to 60 medical claims daily
- · Processed Medicaid, Workman Compensation and Commercial claims
- · Researched and resolved billing invoice issues as a third party
Medication Technician/On- Call Supervisor
Wildewood Downs Retirement
08.2009 - 07.2015
- Monitored medication storage area to maintain medication security and control.
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Balanced the needs of multiple patients simultaneously while maintaining accuracy in medication preparation and distribution, contributing to overall patient satisfaction.
- Reviewed patient progress to document effects of any prescribed medication.
- Reordered medication to maintain adequate supply.
- Reduced medication errors by implementing a double-check system before administering medications to patients.
- Counted and recorded medication inventory routinely to maintain medication security and control.
- Administered psychotropic medications and anxiety education to patients to provide mental health care.
- Assisted in training new Medication Technicians on best practices and company policies, fostering a culture of continuous learning.
- Strengthened patient trust by maintaining confidentiality and demonstrating empathy during interactions.
- Reduced stress for patients and families by providing compassionate communication regarding medication management.
- Ensured cleanliness and safety in medication storage areas, preventing potential medication cross-contamination.
- Provided compassionate care to residents, improving their overall well-being and satisfaction.
- Ensured compliance with healthcare regulations by accurately documenting medication administration.
Education
No Degree - Medical Assistant
Beta Tech
Columbia, SC11-2007
High School Diploma -
AC Flora High School
Columbia, SC 05-2006
Skills
- Customer service
- Office management
- Organizational skills
- Office administration
- Data entry
- Customer relations
- Clear oral/written communication
- Billing
- Scheduling and calendar management
- Administrative support
- Payroll processing
- Bookkeeping
- Document management
- Clerical support
- Account reconciliation
- Credit and collections
- Relationship building
- Mail handling
- Scheduling
- Scheduling coordination
- Staff management
- Employee supervision
- Operations management
- Staff hiring
- Supply management
- Administrative oversight
- Employee training
- Training and coaching
- Policy implementation
- Team leadership
- Managing operations and efficiency
- Task delegation
- Goal setting
Timeline
Office Manager
Southern Med Pediatrics
09.2024 - Current
Patient Services Supervisor
Prisma Health Richland
04.2023 - 06.2024
Medical Records Specialist
Prisma Health Richland
02.2022 - 03.2023
Patient Service Representative
Prisma Health Richland
03.2019 - 02.2023
Patient Information Coordinator
Apogee Physicians
09.2018 - 02.2019
Senior Customer Service Representative
Computer Sciences
04.2017 - 08.2018
Medical Business Associate
Virtual Business Office Associates
11.2015 - 03.2017
Medication Technician/On- Call Supervisor
Wildewood Downs Retirement
08.2009 - 07.2015
No Degree - Medical Assistant
Beta Tech
High School Diploma -
AC Flora High School
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