Susan Nash
Jacksonville,FL
Summary
Versatile and detail-oriented front desk team leader with 20 years of experience in patient service and reception roles. Proficient in patient registration, scheduling, and insurance verification. Skilled in customer service, time management, and cash handling. Proven ability to work effectively with minimal supervision and provide accurate information to patients and visitors. Authorized to work in the US for any employer
Knowledgeable front desk receptionist with solid background in managing front desk operations and ensuring seamless guest experiences. Successfully led teams by fostering positive environment and resolving guest concerns effectively. Demonstrated proficiency in team coordination and conflict resolution.
Experienced with front desk operations, ensuring smooth and efficient service delivery. Utilizes strong team leadership and communication skills to enhance guest experiences and operational efficiency. Track record of successfully managing front desk teams and resolving guest issues promptly.
Seasoned Front Desk professional offering 20+ years of customer-facing performance. Handles administrative, operational and guest areas to cultivate quality service.
Hardworking and passionate job seeker with strong organizational skills eager to secure front desk receptionist position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Front Desk team leader Receptionist
Ascension Health Care
Jacksonville, FL
10.2007 - 01.2025
- Greeted and welcomed guests, providing a positive first impression of the company
- Managed a high volume of incoming calls, directing them to the appropriate departments or individuals
- Scheduled appointments and maintained an organized calendar for multiple staff members
- Efficiently handled all incoming and outgoing mail, packages, and deliveries
- Maintained cleanliness and organization of the front desk area at all times
- Provided administrative support to various departments as needed, including data entry and filing
- Responded promptly to customer inquiries in person, via phone or email, resolving issues effectively
- Managed visitor logbook accurately by recording necessary details for security purposes
- Collaborated with other team members to ensure seamless communication across different departments
- Handled confidential information with utmost discretion while maintaining strict confidentiality protocols
- Trained new receptionists on office procedures, phone systems, and customer service best practices
- Served as a point of contact for building maintenance requests such as repairs or cleaning services
- Implemented digital check-in system resulting in improved efficiency by reducing wait times
- Assisted HR department in organizing interviews by scheduling candidates' appointments
- Investigated complaints from customers regarding unsatisfactory experiences; resolved issues promptly
- Prepared meeting rooms prior to client visits ensuring they were clean, well-stocked, and properly set up
- Aided in coordinating office events and celebrations to foster a positive work environment
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
- Handled high-pressure situations calmly, resolving guest issues in a professional manner while maintaining exceptional service standards.
- Prioritized tasks effectively during peak hours by delegating responsibilities among team members based on skillset.
- Trained and mentored new team members, contributing to a high-performing front desk team.
- Created a welcoming environment for guests upon arrival by maintaining a clean and organized reception area.
- Monitored inventory levels of essential supplies at the front desk, proactively ordering when necessary to avoid shortages.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Managed front desk maintenance of client records and lab data.
- Attended staff meetings and brought issues to attention of upper management.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Increased customer service success rates by quickly resolving issues.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Patient Svc Rep/Referral coordinator
Aurora Health Care
Milwaukee, WI
04.2018 - 10.2021
- Greeted and checked in patients, ensuring accurate collection of demographic and insurance information
- Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling efficiency
- Verified insurance coverage and obtained necessary authorizations for medical procedures, reducing claim denials by XX%
- Educated patients on financial responsibilities, explaining billing processes and payment options
- Resolved patient inquiries and concerns regarding appointments, insurance coverage, and billing discrepancies
- Implemented process improvements that reduced patient wait times by XX% through efficient registration procedures
- Performed pre-registration activities for upcoming surgeries or procedures, ensuring all necessary documentation is complete
- Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
- Coordinated with medical staff to prioritize urgent cases based on severity of condition or physician's instructions
- Developed strong relationships with patients through effective communication and empathetic support during their healthcare journey
- Ensured compliance with HIPAA regulations when handling sensitive patient information
- Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
- Collaborated with billing department to resolve coding errors or discrepancies that impacted reimbursement rates
- Utilized problem-solving skills to address complex insurance issues such as claim rejections or prior authorization requirements
- Maintained confidentiality of patient records according to established protocols
Education
High school diploma - undefined
Christian Fenger High School
Chicago, IL06.1987
Skills
- Customer service
- Cash handling
- Time management
- Athenahealth
- Medical Billing
- ICD-10
- Medical Records
- CPT Coding
- Epic
- PeopleSoft
Timeline
Patient Svc Rep/Referral coordinator
Aurora Health Care
04.2018 - 10.2021
Front Desk team leader Receptionist
Ascension Health Care
10.2007 - 01.2025
High school diploma - undefined
Christian Fenger High School