Sandra Fabela
Hampshire,IL
Summary
Experienced administrative office manager with a strong focus on providing exceptional clerical support and operational assistance to meet the needs of staff. Highly organized and capable when it comes to coordinating documents, supplies, and project resources. A clear communicator and self-motivated worker with a decisive nature. Excels at managing independent work and has a proven track record of implementing positive changes that drive company success. Primary goal is to maximize employee engagement and performance through effective training, monitoring, and morale-building techniques.
Overview
24
24
years of professional experience
Work History
Administrative Manager
Associates in Pediatrics, S.C.
07.2019 - Current
- Coordinated between patients and healthcare professionals to meet patient needs
- Utilized customer service skills and detailed system knowledge to support clinic operations
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Created agendas and communication materials for team meetings
- Collaborated closely with team members to deliver project requirements, develop solutions, and meet deadlines
- Kept team on track by assigning and supervising their activities and giving constructive feedback
- Created new programs that resulted in increasing productivity and customer satisfaction
- Worked successfully with diverse group of coworkers to accomplish goals and address issues.
- Improved operations by collaborating with team members and customers to find workable solutions
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Defined strategies and created a plan to achieve ambitious operational objectives
- Trained employees on additional job positions to maintain coverage of roles at all times
- Recruited and hired qualified candidates to fill open positions
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction
- Interacted with prospects and customers at various events, including trade shows, seminars, and workshops
- Led staff meetings for team of 13-45 to communicate customer service and engagement directives
- Studied existing procedures and policies to offer optimal leadership to employees
- Scheduled appointments, meetings, and conferences with employees to discuss and mitigate personnel issues
- Conducted employment verification and background investigation to facilitate hiring process
- Guided new hires through orientation and on-boarding and explained documentation requirements to facilitate HR process
- Supported 45 employees at all levels, including executive leadership
- Developed and maintained training materials and benefits packets for new hires
- Developed job postings, recruited candidates, and scheduled interviews to fill vacant positions
- Consulted with HR management to devise and update policies based on changing industry and social trends
- Assisted with employee termination process to drive consistency and reduce discrimination claims
- Examined employee files to answer inquiries for assistance with personnel actions
- Verified previous employers and other references to determine applicants' employment acceptability
- Coordinated training schedules and filed crucial administrative paperwork
- Filed documents, delivered mail, and performed bookkeeping to facilitate office operations of HR department
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Proactively identified and solved complex problems that impact management and business direction
- Recruited, trained, and developed dynamic administrative team, supporting all corporate growth and productivity objectives
- Supervised and tasked employees, including referral coordinators, medical records coordinators, and medical receptionist
- Reviewed employee performance every 6 months and delivered constructive feedback to improve weaknesses
- Trained Referral coordinators and medical Receptionist in customer service initiatives
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction
- Created Monthly weekday and yearly Saturday schedules for front office administrators to keep every shift well-staffed during holidays and busy periods
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
- Recruited, hired, and trained new employees, including monitoring and review of individual performance
- Addressed internal and customer-related issues each day and affected strategic resolutions.
- Created a welcoming office environment by maintaining clean, organized spaces for staff use.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Medical Receptionist
Associates in Pediatrics
07.2005 - 08.2019
- Answered 50-100 phone calls daily to aid, information, and medical personnel access to maximize office efficiency
- Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
- Entered patient information, including insurance, demographic and health history into system to keep all records up to date
- Delivered high-quality administrative and customer service to sustain patient and workflows
- Always observed strict HIPAA guidelines according to company policy
- Scheduled and followed up on patient appointments, collected, processed patient payments, and maintained patient files
- Answered multi-line phone system and directed callers to requested personnel and departments
- Conducted patient intake interviews to collect medical information and insurance details
- Supported administrative and healthcare staff, providing order fulfillment and inventory management services to ease operations
- Oversaw all office supply ordering including ink cartridges, toner, and paper
- Took messages from patients and promptly relayed to appropriate staff
- Informed patients of financial responsibilities prior to rendering services
- Straightened up waiting room to maintain neat and organized space
- Greeted callers with enthusiasm, answering all phone calls by second ring
- Checked daily doctor schedules and verified insurance.
File Clerk
Associates in Pediatrics
08.2000 - 07.2005
- Scanned and filed forms, reports, correspondence, and receipts
- Answered and directed incoming calls using multi-line telephone system
- Pulled patient records and transferred information to appropriate parties
- Determined and implemented techniques to improve medical records retrieval process
- Verified record copies before handing each over to check for and remove unnecessary details
- Entered patient insurance, demographic and health information into software and confirmed records
- Set up patient charts and documented information in various company software
- Disseminated information to correct department, individual or outside location
- Logged all requests for medical records into spreadsheets
- Provided respectful assistance to all parties, including patients, staff members and insurance company representatives.
Education
Bachelor of Arts - Business Administration and Human Resource Management
Judson University
Elgin, IL05.2021
Skills
- Employee training & development
- Project planning
- Issue and conflict resolution
- Organization and Multitasking
- Office Management
- Staff Management
- Critical Thinking
- Customer Service Management
- Administrative Support
- Microsoft Office Suite
- Organizational Leadership
- Event Coordination
- Performance Evaluations
- Performance Improvement
- Hiring and Training
- Human Resources
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Led team to achieve high Press Gainey scores, earning recognition from upper management and financial reward.
- Created highly effective new customer engagement procedures that significantly impacted efficiency and improved operations.
- Promoted to Director of Patient Relations due to exemplary job in other assigned roles within the company.
Activities
- Member, Alumni Association
- Charity Committee for Associates in Pediatrics Chair
- Events coordinator for Associates in Pediatrics. Events included: charity haunted house, Let’s move events, 5k events.
Languages
Spanish
Native or Bilingual
Timeline
Administrative Manager
Associates in Pediatrics, S.C.
07.2019 - Current
Medical Receptionist
Associates in Pediatrics
07.2005 - 08.2019
File Clerk
Associates in Pediatrics
08.2000 - 07.2005
Bachelor of Arts - Business Administration and Human Resource Management
Judson University
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