Susan Mikula
Lakeland,FL
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
Tivnavica
Bartow, FL
01.2017 - 01.2021
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Medical Office Manager
MId Florida Foot Ankle and Vein Clinic
Lakeland, FL
09.2012 - 12.2017
- Developed and implemented a new filing system for medical records, resulting in improved patient care.
- Provided support to physicians by organizing patient charts prior to scheduled appointments.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Monitored inventory levels of supplies necessary for daily operations of the office.
- Monitored office supplies to replenish needed inventory before depletion.
- Determined staffing requirements, interviewing, hiring and training new employees.
- Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
- Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
Medical Office Manager
DR VIctor J Wright DPM
Bartow , FL
02.2003 - 05.2012
- Provided support to physicians by organizing patient charts prior to scheduled appointments.
- Developed and implemented a new filing system for medical records, resulting in improved patient care.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Monitored inventory levels of supplies necessary for daily operations of the office.
- Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Interviewed, hired and trained medical office teams and conducted performance reviews.
Education
Some College (No Degree) -
South University
West Palm Beach, FLSkills
- Customer service excellence
- Service ticket management
- Live chat support
- Quality assurance
- Email communication
- Customer relationship management (CRM)
Affiliations
Horseback riding, gardening, and grandparent support for the lacrosse team of granddaughter
Timeline
Customer Support Specialist
Tivnavica
01.2017 - 01.2021
Medical Office Manager
MId Florida Foot Ankle and Vein Clinic
09.2012 - 12.2017
Medical Office Manager
DR VIctor J Wright DPM
02.2003 - 05.2012
Some College (No Degree) -
South University
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