Nancy Roth

Key Responsibilities:

• Team Leadership: Provides leadership, training and performance management with support staff, fostering a positive and collaborative work environment.
• Office Management: Oversee day-to-day operations and workflows, including, scheduling appropriate coverage during hours of operation, ensuring accuracy of patient demographics and insurance verifications entered into EHR according to CHC policy as well as new patient registration, education and communication. Assist staff in patient check in and check out, insurance verifications and outreach.
• Departments responsible for:

General Medicine

Family Medicine

Emergent Care/ Walk in

• Trained new staff on office procedures, software programs and customer service protocols.
• Monitored inventory levels of supplies necessary for daily operations of the office.
• Reviewed employee time sheets for accuracy before submitting them for payroll processing.
• Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
• Recruited qualified candidates for open positions within the practice when necessary.
• Supervised patient billing, collection and financial counseling and assisted with cash posting.
• Interviewed, hired and trained medical office teams and conducted performance reviews.
• Pitched in to help with office tasks during busy periods and staff absences.
• Established work procedures or schedules to organize daily work of administrative staff.
• Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
• Handled telephone inquiries from patients regarding appointment scheduling or general questions about the practice's services.
• Patient Experience: Ensure an exceptional patient experience by maintaining high-quality service standards and working and addressing any patient concerns effectively.

• Excellent Patient Service
• Managed patient service and scheduling employees across multiple locations and departments
• Handled patient volume of 150 patients a day in clinic
• Triaged incoming calls and distributed them to the appropriate department
• Drafted and distributed weekly clinical scheduling calendars
• Resolved patient grievances, complaints, and issues
• Collected patient receivables
• Scheduled and coordinated patient appointments
• Managed electronic templates and scheduling spreadsheets
• Mentored, trained, and recognized employees
• Addressed and resolved internal associate issues and concerns
• Reviewed, scheduled, and approved associate time off requests
• Coordinated scheduling coverage
• Interviewed potential job candidates
• Guided and supported the practice through COVID protocols and regulations.
• Created and distributed employee work schedules in accordance with labor laws.
• Tracked employee overtime hours and adjusted schedules accordingly.
• Consulted with department managers regarding staffing needs and shift changes.
• Resolved conflicts between employees' requests for time off or shift changes.

• Excellent Patient Service
• Front Desk Operations
• Answered incoming calls
• Scheduled appointments
• Assisted patients.

• Prescription preparation
• Insurance Verification
• Excellent Customer Service
• Cash Register Experience.

• Excellent Customer Service
• Cash register handling.

• Excellent Patient Service
• All front office duties
• Scheduling of patients
• Triaging phone calls
• Cash, check deposits daily reconciliation
• Insurance Referrals to specialty offices
• Medical record and Filing.
• Supervised staff members, organized schedules and delegated tasks.
• Maintained filing system for records, correspondence and other documents.
• Ordered supplies and equipment to maintain adequate inventory levels.
• Answered phone calls, responded to emails, routed mail and coordinated courier services.
• Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.

• Excellent customer service
• Handling of cash, checks, mortgage transactions
• Excellent verification of teller drawer totals at the end of day.