Samantha Spence
Brooklyn,NY
Summary
Customer service-oriented, conscientious, and hands-on Practice Administrator with 15+ years of experience spearheading office administration, business development, and marketing operations across fast-paced healthcare environments. Adept at employing knowledge of medical codes, billing procedures, and customer service to exceed patient satisfaction and retention targets. Demonstrated success engaging key referral sources and serving as liaison between physician, tech support, and front desk staff.
Overview
21
21
years of professional experience
Work History
Medical Secretary/Biller
Columbia Ophthalmology Consultants
New York , NY
12.2001 - 12.2004
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Organized paperwork such as charts and reports for office and patient needs.
- Enhanced office productivity by handling high volume of callers per day.
- Maintained current and accurate medical records for patients.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
Office Assistant
Arnold Rosen
New York , NY
Site Practice Manager
Vitreous Retina Macula Consultants
Brooklyn, NY
04.2018 - Current
- Streamline operations; implement policies and procedures to improve marketing, nurture referral relationships, and upscale service delivery by 25%
- Overhaul budgeting by tracking expenses and devising cost-cutting solutions, saving $10k annually
- Demonstrate exceptional problem-solving, utilizing sound judgment to resolve critical issues
- Multitask and analyze provider RVU data to boost physician capacity and productivity by 10%
- Monitor inventory, conducting stock takes and ordering surgical supplies to facilitate operational readiness
- Maintain patient confidentiality and effect measures to increase compliance with HIPAA, OSHA regulations, and state/federal laws by 10%
- Troubleshoot issues across company’s software systems, liaising with tech support to expedite resolution
- Develop marketing objectives and lead outreach projects, implementing strategies to increase publicity and engagement by 5
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed close working relationships with front office and back office staff.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed policies and procedures for effective practice management.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Oversaw accounting, budgeting, and financial reporting.
- Provided supervision and management to team of Job titles and support personnel.
- Addressed and remedied all patient or team member issues.
- Communicated closely with patients, ensuring medical information was kept private.
- Assisted with regulatory issues such as compliance.
- Ordered all office supplies and kept check on inventory levels.
- Consulted with healthcare professionals on business decisions.
- Trained interns and newly hired team members on office procedures and computer system.
- Stacked magazines, removed trash and managed Task to keep office and waiting areas clean and presentable.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
- Developed and maintained electronic record management systems to analyze and process data.
- Motivated and supervised Number Job title and Job title in delivering quality patient care.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to board of directors.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all residents.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Ordered all pharmacy supplies and kept check on inventory levels.
Front Office Manager
Ophthalmic Consultants of Mount Sinai
New York, NY
12.2004 - 04.2018
- Supported administrative operations; scheduled meetings and appointments, and compiled reports to facilitate decision making
- Monitored online communication platforms and utilized service knowledge and professionalism in addressing inquiries via phone, email, and walk-ins, increasing trust by 51%
- Maintained friendly/enthusiastic demeanor, engaging key referral sources to gain new and repeat business
- Spearheaded billing operations and insurance negotiations, auditing payments to ensure 100% accuracy
- Enhanced documentation and filing systems, adopting practices to improve storage and retrieval by 75
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Standardized office structures and processes to promote collaboration and increased performance.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Assisted Job Title with interviewing potential employees by asking appropriate questions and providing feedback after interviews.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Completed bi-weekly payroll for Number employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Performed billing, collection and reporting functions for office generating over $Number annually.
- Monitored front areas so that questions could be promptly addressed.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Resolved issues through active listening and open-ended questioning, escalating major problems to Job Title.
- Mentored office employees on proper administrative procedures and how to use programs such as Software, keeping operations consistent and efficient for maximum performance.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Type software.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Supervised Number administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Education
Bachelor of Sociology - Psychology/Sociology
CUNY, Hunter College
New York, NYMaster of Healthcare Administration - Health Administration
Southern New Hampshire University
Manchester, NH10.2022
Certified Professional Biller and Coder - undefined
2016
Skills
- Practice Administration, Budgeting & Cost-Control, HIPAA Regulations, Health & Safety Compliance,
- Scheduling & Records Management, Inventory Control, Customer Service, Administrative Support, Verbal &
- Written Communication, Medical Billing & Coding, Troubleshooting & Repair, Social Media Marketing
- Technical Skills
- EMR Systems, Microsoft Office Suite, ICD 10/CPT Coding
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Nothing in life is to be feared. It is only to be understood.
Marie Curie
Timeline
Site Practice Manager
Vitreous Retina Macula Consultants
04.2018 - Current
Front Office Manager
Ophthalmic Consultants of Mount Sinai
12.2004 - 04.2018
Medical Secretary/Biller
Columbia Ophthalmology Consultants
12.2001 - 12.2004
Office Assistant
Arnold Rosen
Bachelor of Sociology - Psychology/Sociology
CUNY, Hunter College
Master of Healthcare Administration - Health Administration
Southern New Hampshire University
Certified Professional Biller and Coder - undefined
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