Summary
Overview
Work History
Education
Skills
Timeline
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Susan Brown

Roswell,GA

Summary

Professional and well-rounded Administrative Assistant and Office Manager with over 20 years of experience. I am known for my eagerness to assist various office staff and customers with empathy and attentiveness. I am diligent and punctual and I employ exceptional relationship-building abilities to cultivate positive rapport among clients, staff and management. I am a highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. I have experience in many areas of Healthcare including Cardiac, Pediatric, Allergy Asthma and Immunology, Psychology and Naturopathic Medicine.

Overview

26
26
years of professional experience

Work History

Operations Manger

High Hopes Children's Therapy
Alpharetta, GA
11.2023 - Current
  • Manage phones, faxes, and other sources of communication daily.
  • Manage the schedule and authorization process.
  • Respond promptly to client inquiries about schedule changes or availability.
  • Collaborate with department managers and owners to address staffing needs and adjust schedules accordingly.
  • Respond to urgent scheduling changes promptly, minimizing disruptions to operations.
  • Provide excellent service and attention to clients' parents and outside offices, face-to-face, or through phone or email conversations.
  • Demonstrates strong problem-solving skills, resolving issues efficiently and effectively.
  • Work effectively in team environments to make the workplace more productive.
  • Work successfully with diverse coworkers to accomplish goals and address issues related to our services.
  • Explain complex insurance terms and policies to patients, providing clarity and support.
  • Process credit card transactions through point-of-sale terminals or online systems.
  • Eliminate inaccuracies in accounts payable payments by verifying information before generating checks and electronic payment transfers.
  • Monitor past-due accounts and pursue collections on outstanding invoices.
  • Generated periodic reports summarizing account balances and collection activities.
  • Investigate past-due invoices and delinquent accounts to generate revenue and reduce the number of unpaid and outstanding accounts.
  • Respond promptly to customer inquiries regarding billing issues or policy updates.

Front Desk Receptionist

North Atlanta Pediatric Associates
Sandy Springs, GA
08.2021 - 11.2023
  • Welcomed patients and families to front desk and engaged in friendly conversations while conducting check-in process.
  • Checked patients in and out for appointments and collected co-payments.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Handled correspondence, managed files and performed other clerical duties for office staff.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Gathered, transcribed and typed medical information into charts.
  • Entered insurance, demographics and health history into patient database.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Followed infection control procedures to protect patients and staff in waiting area.
  • Processed patient payments and scanned identification and insurance cards.
  • Protected patients by observing strict HIPAA guidelines.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Answered multi-line phone system and directed callers to requested personnel and departments.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.

Patient Service Representative

Atlanta Cancer Care
Alpharetta, GA
10.2020 - 07.2021
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
  • Referred patients to appropriate professionals and services.
  • Ran credit card batches and balanced deposits on daily basis.
  • Coordinated between patients and healthcare professionals to meet patient needs.
  • Answered patient questions and fielded complaints.
  • Checked daily doctor schedules and verified insurance was verified and uploaded.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.

Practice Coordinator/Patient Concierge

Wholistic Medicine Specialists of Atlanta
Alpharetta, GA
10.2018 - 08.2020
  • Kept reception area clean and organized to offer positive first impression to every visitor.
  • Maintained electronic record management (EMR) systems to store data and develop reports.
  • Cultivated healthy working relationships with the entire staff.
  • Ordered all supplies needed for the practice and kept tabs on inventory levels.
  • Communicated with patients with compassion while keeping medical information private.
  • Coordinated delivery of exceptional patient care by evaluating workflows and facilitating positive changes.
  • Processed and followed up on financial documents including contracts and invoices.
  • Maintained spreadsheets for various needs of the practice.
  • Contacted customers via phone and email to confirm deliveries and follow up with inquiries.
  • Prioritized administrative tasks, including filing, answering phones and processing requests from patients and outside requests.
  • Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
  • Liaised with patients, insurance companies and billing office personnel to effectively create and post bills, obtain payments and update system information.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations when scheduling appointments or ordering supplements or lab services for them.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Office Manager

Georgia Pediatric Psychology
Sandy Springs, GA
04.2014 - 09.2018
  • Managed day to day operations of the office to ensure it ran smoothly.
  • When needed, answered overflow of phones and scheduled appointments.
  • Collaborated with staff to maximize customer satisfaction.
  • Led employee performance reviews and discussed improvement strategies with each team member.
  • Trained employees on additional job positions to maintain coverage of roles at all times.
  • Led monthly meetings with providers to discuss patient and employee satisfaction, areas to improve and ways to improve upon those areas.
  • Retained strong medical terminology understanding in effort to better comprehend procedures.
  • Ensured that appropriate coding is managed to maximize efficiency.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
  • Followed specific security rules and guidelines to protect sensitive data, including patient medical records and payment card information.
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Verified that patients had the proper insurance coverage and insurance authorization prior to any services or appointment scheduling.
  • Examined claims, records and procedures to grant approval of coverage.
  • Ran credit card batches and balanced deposits on a daily and monthly basis
  • Provided excellent service and empathy to patients or their family when face to face or over the phone with a complaint or concern.

Patient Flow Coordinator

Ellis Hospital, Clifton Park Urgent Care Campus
Clifton Park, NY
11.2012 - 03.2014
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
  • Educated patients and families on treatments, procedures, medications, continuing care and community resources.
  • Prepared patients for examinations, taking vital signs along with cardiac rate updating medical histories so that the emergency provider has the most recent set of information.
  • Checked daily doctor schedules and verified insurance.
  • Coordinated between patients and healthcare professionals to meet patient needs.
  • Transcribed doctors orders and ordered appropriate tests. Clarifying any inaccuracies with appropriate provider if needed.
  • Conducted patient interviews to gather health history, vital signs and information about current medical issues.
  • Maintained clean and organized work area with adequate supplies and reagents.
  • Maintained incoming phone calls, faxes and emails accordingly.
  • Supported functions for diagnostic and technical treatment procedures, including setting up and operating special medical equipment and apparatuses.
  • Monitored patient hemodynamic status during procedures using electrocardiogram monitoring and reported any concerns to the provider.
  • Assisted with discharge instructions and transportation when needed.

Medical Receptionist/Medical Assistant

Capital Care Pediatrics
Clifton Park, NY
02.2013 - 03.2014
  • Entered patient insurance, demographic and health information into software and confirmed records.
  • Verified current immunizations in New York State Database.
  • Pulled patient records and transferred information to appropriate parties.
  • Answered patient questions and provided take-home materials for further information.
  • Stocked clinical workstations and procedure rooms with necessary supplies.
  • Answered phones, faxes scheduled appointments and set up referrals to specialists.
  • Maintained well rounded schedule for two medical providers.
  • Transferred job duties to Medical Assistant with back up support to Medical Secretary.
  • Obtained vitals and current health history for physical appointments and entered it into EMR.
  • Counseled patients to ease fears, explain procedures and enhance cooperation during finger sticks (lead screenings and H&H's).
  • During cold and flu season obtained throat and nasal cultures to test for illnesses.

Site Supervisor

Capital Care Allergy, Asthma And Immunology
Clifton Park, NY
09.2009 - 02.2013
  • Answered all incoming correspondence, phone, fax, mail and email.
  • Scheduled and confirmed patient appointments.
  • Obtained and managed insurance authorizations in a timely manner.
  • Maintained open and professional team relationships to quickly identify and resolve issues.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Maintained point of contact with Vaccines For Children a State ran vaccine program.
  • Managed all aspects of staff PTO, Vacation time, Time off requests and Payroll.
  • Checked daily doctor schedule, verified insurance and insurance authorizations.
  • Coordinated between patients and healthcare professionals to meet patient needs.
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Checked claims for errors, corrected issues and interoffice mailed out in a timely manner.
  • Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
  • Collected copay's, co insurance or deductibles from patients as necessary.
  • Processed credit card batches and balanced deposits on a daily and monthly basis.

Medical Secretary

Capital Care Medical Group
Schenectady, NY
05.2004 - 09.2009
  • Created and maintained accurate and confidential patient files according to regulatory mandates.
  • Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
  • Conducted patient intake interviews to collect medical information and insurance details.
  • Prepared and sent financial statements to support bookkeeping functions.
  • Managed physician calendar, including scheduling patient appointments and procedures.
  • Updated group medical records and technical library to support smooth office operations.
  • Addressed, documented, and responded to incoming correspondences to address client queries.
  • Obtained vitals, eye chart and urine samples to prepare patient for annual exams.
  • Collected copay's and explained balances to parents.

Telephone Operator/Medical Receptionist

Capital Care Medical Group
Niskayuna, NY
08.2002 - 05.2004
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Operated telephone switchboard of six employees and routed calls to the correct destination.
  • Communicated general company information to inquiring customers in a professional and pleasant manner to project a positive company image.
  • Completed connections between callers, departments and professionals.
  • Scheduled appointments by sharing availability with callers and entering information into Practice Management Software.
  • Supported staff with office clerical tasks, including processing mail and covering for another receptionist while they were out of the office.
  • Dispatched urgent and non-urgent messages to staff members via chat, email and voice mail.
  • Developed strong professional relationships with employees and clients through effective customer service skills.

Unit Clerk/Cardiac Telemetry Monitor

St. Clares Hospital
Schenectady, NY
06.1999 - 08.2002
  • Organized ordered medical tests, including sample collection and patient transportation.
  • Coordinated supply replenishment to meet expected unit demands.
  • Screened calls and collected messages for unit personnel to promote team efficiency.
  • Recorded patient data in permanent records while maintaining HIPAA compliance and internal standards to protect individual medical information.
  • Supported patients with timely and knowledgeable response to diverse requests.
  • Conveyed special dietary restrictions and requirements to food preparation team and verified compliance of delivered food items.
  • Documented vitals and put all lab results into patient charts.
  • Prepared charts for outpatient and inpatient services.
  • Compared measurements of heart wall thickness and chamber sizes to evaluate conditions and identify abnormalities.
  • Tested patient cardiac activity with specialized equipment to conduct tests such as echocardiograms, phonocardiograms and electrocardiograms.
  • Checked, tested and maintained cardiology equipment to uphold optimal diagnostic standards.

Education

High School Diploma -

Schenectady High School
Schenectady, NY
06.1996

Skills

  • CRM and office management software
  • Professional demeanor
  • Time management ability
  • Dependable
  • Self-directed
  • Computer proficiency
  • Motivational leadership style
  • Detail oriented
  • Scheduling and calendar management
  • Ability to prioritize
  • Insurance billing
  • Team building
  • HIPAA compliance
  • Medical billing
  • Medical terminology
  • Courteous demeanor
  • Problem-solving abilities
  • Customer service

Timeline

Operations Manger

High Hopes Children's Therapy
11.2023 - Current

Front Desk Receptionist

North Atlanta Pediatric Associates
08.2021 - 11.2023

Patient Service Representative

Atlanta Cancer Care
10.2020 - 07.2021

Practice Coordinator/Patient Concierge

Wholistic Medicine Specialists of Atlanta
10.2018 - 08.2020

Office Manager

Georgia Pediatric Psychology
04.2014 - 09.2018

Medical Receptionist/Medical Assistant

Capital Care Pediatrics
02.2013 - 03.2014

Patient Flow Coordinator

Ellis Hospital, Clifton Park Urgent Care Campus
11.2012 - 03.2014

Site Supervisor

Capital Care Allergy, Asthma And Immunology
09.2009 - 02.2013

Medical Secretary

Capital Care Medical Group
05.2004 - 09.2009

Telephone Operator/Medical Receptionist

Capital Care Medical Group
08.2002 - 05.2004

Unit Clerk/Cardiac Telemetry Monitor

St. Clares Hospital
06.1999 - 08.2002

High School Diploma -

Schenectady High School

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Susan Brown