Rainee Hicks
Gorham,Maine
Summary
Seeking a full-time position that offers professional challenges. Methodical and detail-oriented Office Manager with excellent interpersonal, leadership, communication and organizational skills with noted experience in administrative management. Highly dependable candidate with a positive attitude. Successful at managing multiple priorities with the ability to prioritize projects effectively to achieve business goals. Willingness to take on added responsibilities to meet team goals. Offering these skills and strong work ethic.
Overview
12
12
years of professional experience
Work History
Central Scheduling Manager
Maine Optometry
03.2021 - 09.2023
- Experience scheduling, rescheduling, and canceling various appointments with sound ability to analyze and resolve all appointment issues in a timely manner.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Evaluated and updated demographics, health and vision insurance, and ensured eligibility of services prior to appointments.
- Proactively managed a team of nine, conducted interviews, performance improvement plans, and terminations while maintaining call center metrics and business standards
- Created Standard of Operation Procedures (SOP) Job Aides, phone scripts, formal letter templates to ensure consistency and accuracy
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and salary increases.
- Built and managed processes for tracking and monitoring department performance.
Coordinator of Receivable and Collections
Kyocera Document Solutions
02.2020 - 03.2021
- Received, processed and applied checks, credit cards, and ACH payments to customer accounts.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Researched accounts and completed due diligence to resolve collection problems and contacted customers to formulate payment plans.
- Analyzed accounts to discover discrepancies and resolve all variances promptly.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Compile daily reconciliation reports for management.
- Delivered accurate and on-time monthly financial reports to the corporate office.
Financial Solutions Team Lead
National Government Services, NGS
11.2015 - 03.2019
- Promoted conflict resolution by listening and offering reasonable solutions.
- Supported internal and external customers to ensure service level requirements were exceeded.
- Composed reports and trainings for management to help increase production and build efficiency.
- Oversaw Small Business Health Options Program (SHOP) issuer enrollment, billing and account maintenance.
- Managed inbound and outbound calls with customers to ensure changes to employee or dependent information was correct to facilitate with insurance companies regarding enrollment changes to ensure proper changes to employee or dependent health and dental plans.
- Transmitted group and member level files to the issuer for group coverage.
- Provided information and education to Customer Service Representatives to aid in their calls with external customers.
- Assisted employers with finding plans and prices that fit their business and employee needs.
- Accepted or declined health and dental coverage on behalf of the employee for themselves and dependents.
- Provided information and education to employers and Agent/Brokers regarding the SHOP enrollment process.
Security Officer
Securitas
04.2015 - 11.2015
- Observed and reported activities and incidents for the security and safety of client property and personnel.
- Preserved order and enforced regulations.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Housing Support Caseworker
Preble Street
02.2012 - 08.2014
- Maintained a secure environment for low-barrier clients.
- Contributed to a team-based program model.
- Employed creative problem solving to address high-stress situations.
- Collaborated with community partners to provide crisis intervention and emergency services for clients.
- Professionally documented incidents, intakes, case notes and monthly reports.
- Administered assessments to identify clients' needs and establish treatment plans.
- Documented client progress and activities in accordance with agency policies and procedures.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Assisted clients in finding housing and employment.
Education
Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling
Intercoast Career Institute
Gannett Drive, South Portland, Maine06.2012
Certificate in Motivational Interviewing - Social Work
Health Education Training Institute
25 Middle Street, Portland, Maine08.2013
Certificate in Suicide Prevention - Social Work
National Alliance On Mental Illness
52 Water Street, Hallowell, Maine01.2014
Skills
- Time Management Skills
- Reminder Calls
- Appointment Coordination
- Call Center Metrics
- Insurance Authorizations
- Verbal and Written Communication
- Process Improvement
- Aging Reports Analysis
- Monthly Reconciliations
- Credit and Collections
- Invoice Preparation
- Accounts Receivable Expertise
Timeline
Central Scheduling Manager
Maine Optometry
03.2021 - 09.2023
Coordinator of Receivable and Collections
Kyocera Document Solutions
02.2020 - 03.2021
Financial Solutions Team Lead
National Government Services, NGS
11.2015 - 03.2019
Security Officer
Securitas
04.2015 - 11.2015
Housing Support Caseworker
Preble Street
02.2012 - 08.2014
Certificate in Alcohol and Drug Counseling - Alcohol Abuse Counseling
Intercoast Career Institute
Certificate in Motivational Interviewing - Social Work
Health Education Training Institute
Certificate in Suicide Prevention - Social Work
National Alliance On Mental Illness
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