Quavette Giles
Washington,District of Columbia
Summary
Experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.
Overview
10
10
years of professional experience
Work History
Lead Trainer, Medical
Community of Hope (COH)
06.2019 - Current
- Responsible for the daily operations/ supervision of 5 full-time employees and ensures adequate staffing
- Prepares and conducts annual performance reviews for non-physician employees
- When appropriate, creates opportunities for team building that connects staff to one another and COH’s mission to encourage connection between staff who are virtual, hybrid, and/or on-site
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
- Supported the transition of multiple systems (Five9, Access Nurse, Star2Star) in the organization assisting with workflow assessments and applications
- Partners with the Talent Management team regarding personnel matters including but not limited to, terminations, leaves of absence, training, onboarding, and other COH handbook policies
- Developed customized training materials tailored to individual roles and responsibilities within the organization.
- Championed a shift towards blended learning approaches that combined face-to-face instruction with digital tools for an enhanced learning experience.
- Facilitated learning through classroom instruction, on-the-job coaching and virtual training for receptionist, care coordinators and emotional wellness providers employees.
- Implemented robust tracking systems to monitor employee progress throughout various stages of their training journey.
- Teamed with practice managers to brainstorm ways to enhance and improve training effectiveness.
- Consistently updated training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Maintained files and documents by preparing Excel spreadsheets to track and maintain relevant training data.
- Monitored training effectiveness through observation and metrics analysis.
- Contributed to a positive work environment by fostering strong relationships with colleagues and displaying excellent teamwork skills.
- Increased patient satisfaction by promptly resolving any concerns or issues related to appointments or billing matters.
- Assisted in the training and development of new reception staff members, increasing office efficiency and cohesion.
- Conducted regular audits on patient accounts to ensure accuracy in financial records.
- Participated in ongoing professional development opportunities relevant to the role of Lead Trainer role.
- Collaborated closely with hiring managers to understand specific job requirements, ensuring appropriate interview questions were asked.
- Conducted interviews with participants to assess eligibility.
- Maintained accurate records of interview outcomes, ensuring timely follow-up and feedback to candidates.
- Communicated with hiring managers to deliver feedback on candidate's performance in each interview stage.
Medical Office Assistant
Washington Hospital Center (WHC)
12.2014 - 06.2019
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Updated patient information and insurance details for accurate electronic medical records.
- Collaborated with clinical team members to optimize patient flow and maintain seamless operations during peak hours.
- Displayed flexibility in accommodating last-minute schedule changes while maintaining orderliness within the practice.
- Used multiple EHR systems such as IDX, Amalga, Centricity and Medconnect for various task related to the Medical Receptionist role.
- Contributed to a positive work environment by maintaining organized files and facilitating clear communication between staff members.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient information.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Provided exceptional customer service to patients, addressing their needs promptly and professionally while demonstrating empathy and understanding.
- Enhanced office productivity by assisting in training new hires on software systems, office procedures, and best practices.
Education
Bachelor of Arts - Human Relations
Trinity Washington University
Washington, DCSkills
- Team Management
- New Hire Training
- Planning and coordination
- Public Speaking
- Program implementation
- Front Desk Operations
- HIPAA Compliance
- Data Entry
- Interviewing Clients
- Data Collection
- Problem-solving abilities
- Performance Tracking
Academic Successes And Professional Affiliations
- Bachelor of Arts (B.A.) – Trinity Washington University, Washington, District of Columbia (current)
- Certification – Medical Administrative Assistant (2011)
Mobile Telephone
202.905.4348
Selected Professional Achievements
- DRAMATICALLY IMPROVED patient access through strategic and tactical planning, departmental reassignments, and employee training.
- REDUCED administrative errors through weekly audits and additional administrative training.
- COLLABORATED with Practice Manager in workflow management.
- EFFECTIVELY OVERSAW schedules of medical providers using eClinicalWorks appointment scheduling.
Timeline
Lead Trainer, Medical
Community of Hope (COH)
06.2019 - Current
Medical Office Assistant
Washington Hospital Center (WHC)
12.2014 - 06.2019
Bachelor of Arts - Human Relations
Trinity Washington University
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