Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
OfficeManager

ROCHELLE A MARSHALL

Richmond,VA

Summary

Experienced professional with 18 years in medical and customer service settings. Strong prioritization and multitasking skills. Thrives under pressure and excels both as a team member and independently. 10 years of supervisory experience. Demonstrated dedication to the organization through involvement in the Medical Advisory Council and Employee Campaign. Extensive knowledge of ICD-10 Codes, CPT codes, HMO's, MCO's, and commercial insurances.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Office Manager

Clinton Medical and Urgent Care
09.2022 - 04.2023
  • Safeguarded sensitive information to uphold confidentiality.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Ordered required items ahead of time to avoid stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Facilitated recruitment activities, including interviews with potential candidates.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Ensured confidentiality while handling employee and client data.
  • Implemented comprehensive training program for new hires, improving their integration into team and productivity.
  • Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
  • Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
  • Increased customer satisfaction by developing effective client feedback system that led to service improvements.
  • Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
  • Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
  • Enhanced communication within office by implementing centralized digital messaging platform.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Monitored shift transitions to maintain effective operational strategies.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Office Manager

Choice Pain and Rehabilitation
12.2019 - 09.2022
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
  • Increased customer satisfaction by developing effective client feedback system that led to service improvements.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Patient Access Manager

UNITED MEDICAL CENTER
10.2014 - 06.2019
  • Partnered with technical staff to address interdepartmental challenges.
  • Prepare accurate daily reports while ensuring current policies and procedures.
  • Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
  • Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
  • Educated all registration staff personnel regarding updates and changes to job positions.
  • Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
  • Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
  • Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
  • Ensured compliance with federal, state, and local regulations pertaining to privacy laws and medical record documentation requirements within the Patient Access department.
  • Reduced wait times for patients with effective resource management and staff allocation strategies.
  • Implemented customer service training programs that led to increased employee satisfaction and a reduction in patient complaints.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.

Call Center Manager

UNITED MEDICAL CENTER
08.2008 - 10.2014
  • Facilitated efficient registration for various hospital patients.
  • Coordinated with insurers to secure precertification.
  • Processed patient documentation including ID, insurance cards and physical orders accurately.
  • Generated reports on a daily basis.
  • Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Established and oversaw performance targets for call center associates.
  • Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
  • Evaluated data to identify trends and determine customer service needs.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Education

GED -

Academy of Hope
Washington, DC
03.2023

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Performance evaluations
  • Work prioritization
  • Policy and procedure development
  • Skype
  • Teamwork and collaboration
  • Disciplinary techniques
  • Computer skills
  • Effective communication
  • Problem resolution
  • Positive attitude
  • Attention to detail
  • Adaptability and flexibility
  • Multitasking
  • Multitasking Abilities
  • Excellent communication
  • Team development
  • Hiring and training
  • Scheduling and coordinating
  • Employee coaching and mentoring
  • MS office
  • Active listening

Languages

English
Full Professional

Certification

Customer Service

Timeline

Office Manager

Clinton Medical and Urgent Care
09.2022 - 04.2023

Office Manager

Choice Pain and Rehabilitation
12.2019 - 09.2022

Patient Access Manager

UNITED MEDICAL CENTER
10.2014 - 06.2019

Call Center Manager

UNITED MEDICAL CENTER
08.2008 - 10.2014

GED -

Academy of Hope

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