Stephanie Craig
Hope Mills,USA
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Brought in productivity for three offices during the pandemic.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Patient Services Manger
Southern Regional AHEC
Fayetteville, USA
08.2021 - Current
- Established efficient workflow processes, monitored daily productivity, and implemented modifications to improve overall effectiveness of personnel and activities.
- Work hand and hand with residents and faculty providers on schedules and productivity.
- Completed bi-weekly payroll for employees.
- Part of the Quality Improvement team, along with patient safety, CMEP cases, Making Care Primary Program, work with the Tailored Medicaid Plans.
- Work with nutritional counseling and scheduling.
- Registering new patients.
- Optimize organizational systems for payment collections, AP/AR, deposits, and record keeping.
- Hire, manage, develop, and train staff, establish and monitor goals, conduct performance reviews, and administered salaries for staff.
- Oversee appointment scheduling and itinerary coordination for patients.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Supervise and lead a team of patient services representatives for the front desk, and message center.
- Trained, supervised, and evaluated staff performance in order to maintain high standards of quality patient care.
- Provided guidance on billing processes and payment options for patients.
- Ensured that all patient inquiries were handled efficiently and effectively according to established protocols.
- Prepared monthly reports outlining key performance metrics associated with the department's operations.
- Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
- Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
- Served as a liaison between other departments within the organization and external customers.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Managed daily operations of the patient services department including scheduling appointments, assigning tasks, and ensuring compliance with regulations.
- Resolved complaints from patients in a timely manner while maintaining positive relationships with them.
- Entrepreneurial spirit and innovative drive for reaching the next great idea and exceeding goals.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Office Manager/PEC Abilities
Dental Works
Fayetteville, USA
12.2019 - 08.2021
- Established efficient workflow processes, monitored daily productivity, and implemented modifications to improve overall effectiveness of personnel and activities
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Completed bi-weekly payroll for 30+ employees.
- Performed billing, collection and reporting functions for office generating approximately $1 million annually.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Optimized organizational systems for payment collections, AP/AR, deposits, and record keeping.
- Hired, managed, developed, and trained staff, established and monitored goals, conducted performance reviews, and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for patients.
- Solved problems timely and effectively, ensuring customer satisfaction.
- Supervised and led team of dental hygienists, front desk over 30+ employees.
- Met challenging quotas for productivity and accuracy.
- Provided training to new hires on office policies and procedures.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
CDA/Ortho Coordinator/OSHA Officer/PRC Abilities/OS
Dental Works
Fayetteville, USA
07.2018 - 12.2019
- Exposed dental diagnostic x-rays.
- Documented patient records with procedures performed and added notes taken to charts.
- Performed administrative duties such as scheduling appointments, answering telephones and updating patient records.
- Briefed patients on dental procedures and payment plans to help make informed decisions.
- Took patient blood pressure, pulse and temperature and accurately recorded results in patient charts.
- Handled billing inquiries from insurance companies regarding claims submitted by the office.
- Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
- Provided chair-side assistance for the provider.
- Prepared dental materials.
- Analyzed accident trends to develop strategies for mitigating hazards or reducing injury rates.
- Participated in meetings with external auditors to discuss OSHA compliance issues.
- Maintained clear and safe workspace areas to meet OSHA standards.
- Ensured compliance with OSHA regulations when performing hazardous tasks.
- Drafted reports detailing findings of OSHA verifications and assessments.
CDA/PRC Abilities
Southeastern Dental Specialists
Fayetteville, USA
07.2015 - 02.2018
CDA/OS Clinical Coordinator
Carolinas Dentist
Spring Lake, USA
06.2014 - 07.2015
CDA
Village Family Dental
Hope Mills, USA
08.2008 - 06.2011
Education
Master of Science - Finance
Liberty University
Lynchburg, VA06-2022
Bachelor of Science - Business Administration- Healthcare Management
Liberty University
Lynchburg, VA05.2021
Certified Dental Assistant - Dental Assisting
Fayetteville Technical Community College
Fayetteville, North Carolina12-2008
Some College (No Degree) - Athletic Training/Biology
University Of North Carolina at Pembroke
Pembroke, NC06-2006
Diploma -
South View High School
Hope Mills, NC01.2004
Skills
- Patient registration
- Appointment scheduling
- Quality improvement
- Payroll administration
- Team building
- Staff training
- Process optimization
- Customer service
- Conflict resolution
- Interdepartmental communication
- Workflow analysis
- Patient relations
- Productivity improvement
- Office management
- Quality assessment
- Medical transcription
- Benefit verification
- Effective written and verbal communication
- Insurance verification
- Inpatient registration
- Strong leadership
- HIPAA compliance
- Effective problem solving
- Math skills and analytics
- Recordkeeping
- Staff management
- Emergency readiness
- Financial analysis
- Problem solving
- Communication skills
- Patient satisfaction
- Healthcare
- Patient education and counseling
Certification
- CPR Certification, 06/01/19, 06/01/23
- Infection Control Certified DANB, 12/05/07
- Radiation Health and Safety Certified by DANB, 04/30/08
- General Chair-side Certification by DANB, 07/02/08
- Nitrous Oxide Certification by AHEC, 07/11/08
- Challenging Pediatric Patients: Behavior Modification and Sedation Management AHEC course, 04/28/09
- NC AHEC Practice Manager Boot Camp Academy, 09/28/22, 06/22/23
References
References available upon request.
Timeline
Patient Services Manger
Southern Regional AHEC
08.2021 - Current
Office Manager/PEC Abilities
Dental Works
12.2019 - 08.2021
CDA/Ortho Coordinator/OSHA Officer/PRC Abilities/OS
Dental Works
07.2018 - 12.2019
CDA/PRC Abilities
Southeastern Dental Specialists
07.2015 - 02.2018
CDA/OS Clinical Coordinator
Carolinas Dentist
06.2014 - 07.2015
CDA
Village Family Dental
08.2008 - 06.2011
Master of Science - Finance
Liberty University
Bachelor of Science - Business Administration- Healthcare Management
Liberty University
Certified Dental Assistant - Dental Assisting
Fayetteville Technical Community College
Some College (No Degree) - Athletic Training/Biology
University Of North Carolina at Pembroke
Diploma -
South View High School