Summary
Overview
Work History
Education
Skills
Timeline
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Sally DeWitt

Administrative Supervisor/Lead
Dundalk,MD

Summary

Diligent Administrative Lead skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Well-qualified Leader proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure customer service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

23
23
years of professional experience

Work History

System Service Lead Administration

Fireline
Baltimore, MD
10.2017 - 03.2023
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Provided primary customer support to internal and external customers.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Used Profit Zoom to keep records of customer interactions, customer accounts, and file documents.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Patient Access Team Lead

Johns Hopkins Hospital
601 North Caroline Street
09.2009 - 10.2017
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Delivered support to medical staff in completion of patient paperwork.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Provided excellent customer service to patients and medical staff.
  • Resolved customer complaints using established follow-up procedures.
  • Engaged with patients to provide critical information.
  • Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Greeted and assisted patients with check-in procedures.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Facilitated communication between patients and various departments and staff.
  • Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
  • Trained new staff on hospital processes and procedures.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
  • Resolved patient billing issues in line with established guidelines.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Addressed bad debts in line with set protocols.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Educated patients on importance of preventive health care and insurance coverage.
  • Contacted patients on annual renewal dates to offer assistance.

Customer Service Call Center Supervisor

Bravo Health Insurance Company
3611 O'Donnell Street
09.2000 - 09.2009
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Completed bi-weekly payroll for [Number] employees.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Monitored front areas so that questions could be promptly addressed.
  • Interceded between employees during arguments and diffused tense situations.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Kept high average of performance evaluations.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Education

Personal Study - Legal Administrative Assistance

Dundalk Community College
Dundalk, MD
01.2025

Skills

  • Credit Card Applications
  • Customer Care
  • Inventory Control Processes
  • Staff Meetings
  • Training Development Aptitude
  • Customer Inquiries
  • Service Requests
  • Employee Performance Evaluations
  • Customer Needs Assessments
  • Confidentiality Requirements
  • Organization and Recordkeeping
  • Inbound Call Answering
  • Operational Standards
  • Supporting Personal Needs
  • Special Requests
  • Shift Coverage
  • Customer Service Excellence
  • Special Assignments
  • Behavior Identification
  • Professional Relationships
  • Performance Goals
  • Operational Efficiency
  • Corrective Actions
  • Goal Attainment
  • Service Assistance
  • Information Updates
  • Business Solutions
  • Onsite Visits
  • Payroll Completion
  • Assignment Delegation
  • Employee Guidance
  • Administrative Support
  • Service Tickets
  • Call Volume Analysis
  • Quality Assurance Reviews
  • Past Due Account Management

Timeline

System Service Lead Administration

Fireline
10.2017 - 03.2023

Patient Access Team Lead

Johns Hopkins Hospital
09.2009 - 10.2017

Customer Service Call Center Supervisor

Bravo Health Insurance Company
09.2000 - 09.2009

Personal Study - Legal Administrative Assistance

Dundalk Community College

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Sally DeWittAdministrative Supervisor/Lead