Hi, I’m
OLIVIA HOUSTON
Odenton,MD
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Results-oriented administrative professional with a diverse background in coordination and management roles. Strong expertise in customer service, communication, and problem-solving. Proven ability to manage customer communications through multiple channels, streamline inventory activities, and design impactful marketing materials. Skilled in supervising and training teams, resolving conflicts, and ensuring compliance with regulations. Adept at maintaining accurate records and handling confidential information. Demonstrated success in improving operational efficiency, increasing customer satisfaction, and achieving organizational goals. Seeking a challenging administrative role to leverage my skills and contribute to the success of an organization.
Overview
15
years of professional experience
Work History
Zyzven Naturals-DCWashington , DC
Administrative Coordinator
03.2020 - Current
Job overview
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed company inventory activities by ordering and requisitions and stocking and shipment receiving.
- Designed website marketing, advertising and educational materials for the purpose of informing customers on holistic health products offered.
- Coordinated outreach and advertising events to recruit and inform potential customers on company brand, which lead to the increase of 18% in committed customers.
- Developed educational training materials for staff to increase product knowledge base by using webinars, manuals, and quick guides in order to encourage growth and confidence while working independently.
Anne Arundel Medical Center- Outpatient RehabAnnapolis, MD
Site Coordinator
08.2018 - 11.2019
Job overview
- Supervised staff of 20 employees providing support with training and coaching through escalated situations.
- Monitored and evaluated employee performance to complete annual reviews, recommend advancement or address productivity concerns.
- Facilitated resolve of escalated patient procedure conflicts and coordinated accomodations with providers and supporting staff to ensure continuity of care and recovery.
- Prepared weekly facility reports to ensure accuracy of recorded patient information, procedure scheduling and insurance claims, resulting in 15% fewer claims being returned due to errors.
- Lead weekly debriefing huddles with staff and interns to ensure pertinent center policies and procedures were properly communicated
- Responded to inbound communications from provider offices and patient insurance companies to ensure consistent continuity of rehabilitative care
- Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to staff and interns.
Unity Hospital Emergency CenterRochester, NY
Patient Access Specialist
04.2018 - 08.2018
Job overview
- Documented personal information and confidential medical records for 20-30 patients per day in compliance with HIPAA privacy standards to protect patient's privacy.
- Collected and verified patient insurance coverage and collected financial liabilities using EPIC hospital systems.
- Obtained consents for all emergency and admitting patients and completed referrals for patients requiring financial assistance.
- Maintained hospital's communications center to ensure smooth flow of internal and external communications between physicians, patients and community.
- Coordinated discharging services for patients upon completion of treatment.
Maximus Healthcare IncRochester, New York
Insurance Verification Administrator
07.2017 - 05.2018
Job overview
- Assisted clients through NYS Health Exchange in accordance with Federal Affordable Care Act in obtaining mandated Health Insurance.
- Consistently achieved 100% quality control and productivity rating based on company requirement of 90% for enrollment, accuracy and client satisfaction.
- Determined insurance eligibility based on submitted financial records and verified through public data sources and claims software.
- Counseled clients experiencing financial difficulties on how to reinstate health insurance and escalated concerns to specialized units for review.
Tender Loving Family Child Learning CenterBrockport, NY
Program Manager
08.2016 - 07.2017
Job overview
- Hired and trained qualified teachers and staff members according New York State childcare regulations and federal standard.
- Provided professional development opportunities for all staff members in order to increase efficiency in job duties.
- Supervised and assisted 25 teachers and support staff with implementation of educational programs and means of measuring student progress.
- Maintained computerized records and generated evaluation reports for center.
- Initiated audit process to evaluate thoroughness of documentation and maintenance of facility standards.
The Institute for Survey Research, Temple UniversityPhiladelphia, PA
Call Center Lead Supervisor
08.2010 - 05.2016
Job overview
- Hired qualified candidates to conduct social science research on multiple contracted studies.
- Managed staff of 35 including supervisors and interviewing examiners.
- Trained examiners on proper interviewing and de-escalation techniques for respondents with PTSD, Anxiety Disorders and Juvenile Delinquency.
- Maintained 90% respondent completion rate for all research studies with company expectation of 80%.
- Evaluated production and enforced rules and regulations of conduct including retraining examiners.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Children's Crisis Treatment Ctr - Cornerstone HospitalPhiladelphia, PA
Clinical Care Coordinator
05.2014 - 06.2015
Job overview
- Conducted initial intake and assessment for each client admitted for partial hospitalization using established medical necessity criteria.
- Maintained caseload of 25 patients on 30 day evaluation cycle.
- Obtained documents, clearances and insurance approvals for mental health and medical treatment of all clients.
- Managed and concisely documented clinical rationale such as client diagnosis and trauma history, presenting behaviors and progress during treatment.
- Coordinated with respective continuing services to ensure that supplemental benefits, case management, inpatient therapy and other client needs were completed before client discharge.
Children's Crisis Treatment CenterPhiladelphia , PA
School Therapeutic Worker
11.2011 - 05.2014
Job overview
- Provided one-to-one and small group interventions to children in school based behavioral health programs.
- Provided emotional support via peer mediation, anger management and conflict resolution programming.
- Provided crisis intervention techniques, immediate behavioral reinforcements, emotional support and time structuring activities when needed.
- Tracked measurable objective and communicated progress through assessments and clinical team meetings.
- Reported difficulties in implementing treatment plan, new behavioral difficulties or family issues in order to reassess client needs.
- Provided positive reinforcements for parent-child communication.
Education
LaSalle University
Bachelor of Science from Health Science-Public Health
Skills
- Staff Leadership
- Problem Anticipation and Resolution
- Mentorship and Training
- Service-Orientation
- Managing Operations and Efficiency
- Scheduling and Coordinating
- Performance Goals
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Excellent Customer Support Skills
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Administrative Coordinator
Zyzven Naturals-DC
03.2020 - Current
Site Coordinator
Anne Arundel Medical Center- Outpatient Rehab
08.2018 - 11.2019
Patient Access Specialist
Unity Hospital Emergency Center
04.2018 - 08.2018
Insurance Verification Administrator
Maximus Healthcare Inc
07.2017 - 05.2018
Program Manager
Tender Loving Family Child Learning Center
08.2016 - 07.2017
Clinical Care Coordinator
Children's Crisis Treatment Ctr - Cornerstone Hospital
05.2014 - 06.2015
School Therapeutic Worker
Children's Crisis Treatment Center
11.2011 - 05.2014
Call Center Lead Supervisor
The Institute for Survey Research, Temple University
08.2010 - 05.2016
LaSalle University
Bachelor of Science from Health Science-Public Health
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