Rebecca Rudnick
Carthage,NC
Summary
Motivated Medical Office Manager with extensive clerical and supervisory experience. Strong focus on customer service, using quality recruiting, hiring, and training techniques to create productive teams. Skilled in working under pressure and adapting to new situations and challenges to enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Medical Office Manager
Banki Dermatology & Cosmetic Center
Glastonbury , CT
08.2023 - Current
- Optimized office operations to enhance efficiency and profitability
- Coordinated patient appointments based on personal needs and preferences
- Introduced improvements to the practice by integrating an advanced PM system.
- Trained new staff on office procedures, software programs and customer service protocols.
- Addressed patient concerns efficiently through various communication channels.
- Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
- Enhanced efficiency of medical records processing procedures.
- Monitored inventory levels of supplies necessary for daily operations of the office.
- Reviewed employee time sheets for accuracy before submitting them for payroll processing.
- Participated in budgeting activities for the practice by analyzing cost trends over time.
- 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.
- Resolved disputes between vendors providing services or products to the practice in a timely manner.
- Managed staff scheduling and set patient scheduling policy.
- Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
- Handled administrative duties including the preparation of correspondence.
- Interviewed, hired, and trained medical office teams and conducted performance reviews.
- Achieved targets by implementing a tiered bonus system for surpassing sales goals. Provided non-monetary rewards, including product discounts and recognition events, to motivate staff
- Developed plans to streamline patient flows, increase office and patient care efficiency and generate new revenues.
Patient Care Coordinator
Physical Therapy and Sports Medicine Centers
Wethersfield , CT
04.2022 - 08.2023
- Liaison effectively with patients, therapists, and staff members, assessing medical charts and promoting a high level of communication and interaction.
- Scheduled evaluations and procedures for patients.
- Assured regulatory compliance and professionalism across patient service.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility, and legal requirements.
- Explained policies, procedures, and services to patients.
- Obtained informed consent and payment documentation from patients, and filed it in the system.
- Cultivated positive relationships with patients to help facility meet satisfaction scores, and patients obtain the best possible care.
- Identified potential problems and patient care trends.
- Entered insurance, demographics and health history into patient database.
- Checked patients in and out for appointments, and collected co-payments.
- Processed patient payments, scanned identification, and insurance cards.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Informed patients of financial responsibilities prior to rendering services.
- Utilized Virtual Sally, a virtual receptionist, for checking in patients at locations other than my home site.
Customer Care Center Supervisor
Jefferson Radiology
East Hartford , CT
01.2011 - 11.2021
- Supervise a call center with 60+ employees.
- Manage inbound call and outbound call processes, which include but not limited to call quality monitoring, employee performance appraisals, Key Performance Indicators (KPI) and timesheets.
- Evaluate, develop and implement workflows and performance to maximize productivity.
- Develop incentive programs to maintain a positive environment.
- Provide guidance, motivation, and coaching to Call Center Agents (CCA).
- Create and update departmental and company policies.
- Well versed with OSHA and HIPAA policies.
- Maintaining compliance within the department.
- Provide departmental statistic reports.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Meet with referring physicians offices to ensure needs are met.
- Assist and cover for the Customer Care Center (CCC) Manager for operational issues.
- Resolved external and interpersonal conflicts.
- Purchase equipment and supplies for the department staying within budget.
- Resolved customer complaints and adjusted policies to meet changing needs.
Lead Customer Care Center Agent
Jefferson Radiology
East Hartford , CT
05.2009 - 01.2011
- Responsible for providing assistance and training to the call center schedulers.
- Assist the office manager with employee evaluations and coaching employees on development opportunities.
- Keep the staff up to date with any scheduling changes and company policies.
- Order supplies for the Call Center and Authorization departments.
- Scheduled exams for 9 offices for several different modalities and helped with Spanish speaking calls.
- Covered for the supervisor in the authorization department while they were out on leave.
Customer Care Center Agent
Jefferson Radiology
East Hartford , CT
05.2008 - 05.2009
- Scheduled exams for 9 offices for several different modalities and helped with Spanish speaking calls.
- Assisted the CCC Manager with various tasks upon request.
Veterinary Receptionist
Bristol County Veterinary Hospital
Seekonk , MA
01.2003 - 05.2008
- Handled the daily office operations for a high volume veterinary hospital with 4 doctors and the Rehabilitation Center.
- This included, but was not limited to, scheduling appointments, checking patients in and out, answering a multi-line telephone and helping customers with question.
- I handled the accounts receivable and reconciled the daily intake for the offices.
- I was responsible for setting up patient charts for appointments and surgeries.
- This included ensuring the proper paperwork needed for surgeries and referrals was in place.
- Contributed in updating policies and procedure for the hospital.
- Knowledgeable in medical terminology as it pertained to the work that was done in the veterinary hospital.
Education
Small Business Management Course -
Thomas A. Edison High School
Skills
- Strong interpersonal skills
- Team Leadership and Motivation
- Proficient in Microsoft Outlook, Excel and Power Point
- Knowledgeable with ICD10 codes
- Performance Evaluation
- Medical terminology
- Experienced with Telopti software
- Expertise in ModMed EMA Systems
- Medical Spanish interpreter
- Budgetary planning
- Certified Office Ergonomist
- Medinformatix
- ADP Management Services
- Ultipro
- Virtual Sally
- EMR Software
- ADP
- Paychex
Affiliations
Management and Leadership Skills for Managers & Supervisors Workshop provided by Chatsworth - 6 month course.
Fred Pryor Seminars:
Management Development Program
Creative Leadership Workshop for Managers and Supervisor
Communicating with Confidence and Influence Workshop
Excel Workshop
Assertive Manager or Supervisor
Languages
Bilingual (English/Spanish) and Qualified Spanish Medical Interpreter
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Implemented a new practice management (PM) system that improved scheduling efficiency and streamlined the insurance eligibility workflow for the practice.
- Supervised team of up to 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Native language
Spanish
Advanced (C1)
C1
Interests
Kayaking
Crochet
Painting
Baking
Hiking
Spending time with family and friends
Helping people in need
Timeline
Medical Office Manager
Banki Dermatology & Cosmetic Center
08.2023 - Current
Patient Care Coordinator
Physical Therapy and Sports Medicine Centers
04.2022 - 08.2023
Customer Care Center Supervisor
Jefferson Radiology
01.2011 - 11.2021
Lead Customer Care Center Agent
Jefferson Radiology
05.2009 - 01.2011
Customer Care Center Agent
Jefferson Radiology
05.2008 - 05.2009
Veterinary Receptionist
Bristol County Veterinary Hospital
01.2003 - 05.2008
Small Business Management Course -
Thomas A. Edison High School
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