Shanda Grace

As the Office Coordinator I wear many hats. The Office Coordinator position is assigned to oversee the day-to-day operations of a designated location in conjunction with the Office Manager. My key role responsibilities include assuring a patient focused environment by managing daily workflow, addressing personal issues as outlined in expectations, enforcing adherence to company policies and providing support and resources for staff. I work directly under the discretion of the Office Manager to hold staff accountable to high service standards, educate staff and new hires and to promote cost effective, quality patient care.

While I have had this position, I have been fortunate in learning and adding more responsibilities such as: work in billing (accts payables), performance management, updating / creating provider templates, blocking providers schedules, facilitate meetings, take meeting minutes, create monthly quality reports and plethora of many other things.

Re-certifying the office as a Rural Health Clinic and adhering the enforcing the daily standards.

As the Lead Patient Service Specialist, I served as a Patient Service Specialist and lead the front desk team in assuring a patient / family focused environment in both waiting rooms and front desk areas, including check in and check out procedures. Demonstrate exacting standards in customer service, holding front staff accountable for accuracy, efficiency, and responsiveness to patient / families needs.

Educating and mentoring front office staff and new hires under the direct supervision of the Practice Manager to develop, implement and evaluate systems that ensure efficient workflow, appropriate time management, superior customer service and fosters effective communication in accordance with VPA policy and the company's credo.

As a PSS I had to be excellent at having customer service and communication skills. Check-in and check-out patient as they leave. Schedule follow up appointments, verify insurance, open and closing of office, collect copays and balances.