Thania Flores
Summary
Experienced administrative professional skilled in streamlining office workflows and overseeing a variety of administrative duties with expertise in customer service. Committed to ensuring both smooth business operations and customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Administrator/Billing Coordinator
Dominique Dawes Gymnastics & Ninja Academy
03.2023 - Current
- Facilitate customer billing updates, account adjustments, and payment resolutions.
- Handle enrollment processes including transfers, waitlists, cancellations, and drop requests.
- Investigate and resolve billing concerns in a timely and customer-friendly manner.
- Provides general account maintenance, maintaining accurate and timely data entry for all change requests.
- Perform routine membership audits and account reviews & supply tax receipts to customers.
- Adhere to operational and customer service requests via email, phone and social platforms.
- Maintain up-to-date knowledge of current programs, offerings, events, and promotions.
- Collaborate regularly with the General Manager, Program Manager, and Member Experience team to ensure consistent, effective, and timely communication across departments.
- Assist in employee training within department.
- Run sales reports for finance team & assist in credit card disputes.
- Schedule appointments & submit payments for uses/vendors (Amazon, Comcast, Building maintenance/cleaning services, Cintas, etc).
- Assist in company networking/grand opening events – as needed.
- Represent the company with professionalism, integrity, and enthusiasm.
ED Unit Support Coordinator & Home Health Coordinator
Washington Adventist
06.2021 - 03.2023
- Supported the department by providing communication to the doctors, nurses, technicians & patients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Intake of patient information provided by EMS & police officers.
- Prepared patient charts for department staff.
- Answered calls incoming to Emergency Department.
- Coordinate ambulatory transportation to nursing homes & transfers to other hospitals.
- Scanned medical records to EMR.
- Track bed assignment for patients.
- Maintained a clean and safe environment in the department.
- Coordinated home health care for clients- establish & build relationships.
- Assisted nurse practitioner in scheduling & coordination via voicemails, emails & care platforms.
- Documented availability of caregivers (spreadsheets).
- Responded to complaints & emergencies received from clients or caregivers.
- Preformed monthly client rounding.
- Prepared reports for director & nurse case manager.
- Marketing/outreach/ networking.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
Member Experience Associate
Kaiser Permanente
07.2019 - 06.2021
- Assisted members with all medical record requests.
- Worked closely with doctors in progress & completion of forms/record requests.
- Responded to member inquiries related to changes or corrections of birth, gender, other demographic information, and PCP assignment and center changes.
- Ordered new/replacement ID cards.
- Assisted patients with navigating KP systems including kiosks and way-finding.
- Scanned member forms and log member forms into ROI.
- Released records and forms back to members in a timely manner.
- Answered member inquiries via window, phone, fax, mail and in-basket messages.
- Food management/ front door screening (Surge: Gaithersburg April-June 2020).
- Contributed to the development of initiatives aimed at enhancing the overall member experience.
- Educated members on the benefits of various programs and services (KP.org) increasing engagement levels and retention rates.
- Trained new associates in my department
- Utilized CRM systems effectively to manage member information efficiently while maintaining strict confidentiality protocols.
Front desk supervisor/Assistant
Capitol Orthopedics & Rehabilitation
06.2015 - 06.2018
- Greeted customers at check in and ensured a smooth front desk experience.
- Answered incoming calls ,entered demographics into system, collected copays and balances to ensure positive balance account.
- Handled physician calendars to include patient appointments time off, events, luncheons and surgeries.
- Completed Prior authorizations as needed.
- Helped the doctors translate for Spanish speaking patients.
- Performed vitals & assisted the doctors in procedures as needed.
- Scanned paperwork into EMR – Sent out medical records.
- Assisted check out department as necessary-entering ICD & CPT codes.
- Learned introduction to surgical coordinating.
- Trained new employees on front desk operations.
Office manager
Admiral Driving School LLC
03.2013 - 06.2015
- Managed instructor availability on work calendars.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Payroll preparation and submission.
- Registered customers for classes.
- Submitted completion of program and classes to motor vehicle administration in a timely manner.
- Booked motor vehicle administration appointments for customers.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities.
- Streamlined office operations by implementing efficient filing system
- Customer complaint resolution
- Provided comprehensive administrative support to business owner.
Education
Associates Degree -
Montgomery College
Rockville, MD05-2015
High School Diploma -
John. F Kennedy High School
Silver Spring, MD06-2012
Skills
- Expertise in Customer service
- Conflict resolution
- Business administration/support
- Willingness to learn
- Effective communication
- Teamwork and collaboration
- Adaptability and flexibility
Certification
- CPR/AED - First Aid Certified
- Digital Marketing & E-commerce course - In progress
Languages
Spanish
Native or Bilingual
Timeline
Administrator/Billing Coordinator
Dominique Dawes Gymnastics & Ninja Academy
03.2023 - Current
ED Unit Support Coordinator & Home Health Coordinator
Washington Adventist
06.2021 - 03.2023
Member Experience Associate
Kaiser Permanente
07.2019 - 06.2021
Front desk supervisor/Assistant
Capitol Orthopedics & Rehabilitation
06.2015 - 06.2018
Office manager
Admiral Driving School LLC
03.2013 - 06.2015
Associates Degree -
Montgomery College
High School Diploma -
John. F Kennedy High School
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