Phyllis Haywood
Management
Durham,NC
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
4
4
years of post-secondary education
22
22
years of professional experience
Work History
Office Manager
Reliable Health Services
Durham, NC
09.2016 - 09.2018
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Developed close working relationships with front office and back office staff.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Assisted with regulatory issues such as compliance.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Developed policies and procedures for effective practice management.
- Created and implemented organizational policies and procedures.
- Accurately collected personal, billing and medical details for [Number] patients per day.
- Pulled charts and prepared for nurse and doctor assessment.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Verified confidentiality of medical records relating to clients' treatment by performing [Task].
- Accommodated patients by scheduling appointments, and establishing relationships with managed care organizations, area hospitals and insurance companies to expedite payments and resolve issues.
- Adhered to strict HIPAA guidelines at all times to protect patient privacy.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled, rescheduled and handled cancelled appointments for patients.
- Efficiently performed insurance verifications, pre-certifications and pre-authorization functions.
- Gathered forms, copied insurance cards and [Action] to collect patient information for billing and insurance filing.
- Aided with prescription refill requests.
- Reviewed and sent medical records to other physicians upon request.
- Audited customer files to verify medical necessity and satisfaction of coverage criteria.
- Entered procedure codes and diagnosis codes into medical billing software.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Received, recorded and filed medical payments by check, cash and credit card.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Scheduled appointments for doctor visits and procedures using desktop calendar software.
Restaurant General Manager
NATH Franchise
Raleigh, NC
01.1997 - 08.2016
- Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
- Limited portion sizes and used garnishes to control food costs.
- Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Set schedules for 30 staff by planning and designating shifts and hours.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Organized and oversaw food service training to educate employees on various tasks, including resetting tables, relaying orders to cooks and upselling food and beverages.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank each [Timeframe].
- Verified accurate records and sufficient supplies by conducting [Timeframe] inventories of food, beverages, glassware and other materials.
- Recruited top-notch employees for [Job title] and [Job title] positions.
- Correctly calculated inventory and ordered appropriate supplies.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
Education
Associate of Arts - Data Processing
Johnston Community College
Smithfield, NC 08.1984 - 08.1986
Associate of Arts - Paralegal Studies
Durham Community College
Durham, NC 08.2013 - 06.2015
Skills
Insurance billing procedures
Medical Records Management
Follow-up skills
Industry software applications
Understanding of medical ethics
Insurance billing
Managing patient records
Policy and procedure modification
Staff Management
Scheduling
Timeline
Office Manager
Reliable Health Services
09.2016 - 09.2018
Associate of Arts - Paralegal Studies
Durham Community College
08.2013 - 06.2015
Restaurant General Manager
NATH Franchise
01.1997 - 08.2016
Associate of Arts - Data Processing
Johnston Community College
08.1984 - 08.1986