THERESA EMERSON
Summary
Administrative Assistant and HR Representative with expertise in customer service and administrative functions. Proven ability to manage multiple tasks with strong attention to detail and effective decision-making. Experienced in employee relations, recruitment, and compliance, ensuring adherence to HR policies. Proficient in software applications and data entry, enhancing operational efficiency and workplace harmony.
Overview
6
6
years of professional experience
1
1
Certification
Work History
HR Representative
LaSalle Network/Ahold Delhaize
10.2024 - Current
- Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
- Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
- Recognize when escalation to a subject matter expert or to the Supervisor is necessary
- Record the details of each call or self-ticket. Maintain confidentiality of all information.
- Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
- Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
- Participate in ongoing training to improve expertise, customer service skills and productivity
- Processes routine insurance premiums
- Assist as needed with projects (processing mail, term folders, etc.)
Administrative Assistant
Fairfax ENT, Plastic Surgery
Falls Church, VA
01.2021 - 09.2023
- Provides quality clerical support through data entry, document management, email correspondence, running reports and overseeing operation of office equipment
- Organizes and tracks incoming and discharging patients
- Assist with recruitment and interviews
- Conducts orientation and training on front office policies and procedures
- Maintains adequate office supplies, ensuring that purchases are cost efficient and within budget
- Oversees staff collections of co-pays and fees
- Greets visitors, employees, and clients politely and professionally for excellent reception service
- Monitors call queue, answers incoming calls, routs messages and resolves patient inquiries within targeted timeframes
- Documents patient medical information, case histories, and insurance details in the patient electronic medical record (EMR) to facilitate smooth appointments and payment processing
- Conducts insurance verification, preauthorization's, and claim resolutions
- Ensures patient status with demographic information, HIPAA acknowledgements, DMAS/Medicaid status, medical history reporting, and other patient record standards are up to date
- Manages master calendar and schedules appointments for providers based on optimal patient loads and clinician availability
- Maintains composure in stressful situations and continues to provide helpful and kind guest services for fantastic customer satisfaction
- Takes tasks during internal and external meetings and complete them within 24 hours of the meeting time.
Front Desk Officer
Ortho Bethesda Physical Therapy
Bethesda, MD
10.2019 - 08.2020
- Under limited supervision, handled a wide variety of office procedures and administrative duties such as setting-up and maintaining files, composing, and proofreading documents, collecting, and compiling data, ordering office supplies, balancing daily deposits, and coordinating the flow of reports, invoices, and records
- Warmly greeted and welcomed patients, coordinated check-ins, collected insurance/copays, and assessed patient flow for increased efficiencies
- Coordinated and managed incoming client referrals from various referral sources, via phone call, email, or fax
- Anticipated administrative needs through proactive attention to email, calendar, pending deliverables, and workload; weigh competing priorities and make autonomous decisions whenever possible
- Utilized expert knowledge of MS Office software applications (i.e., Word, Excel, PowerPoint, and Outlook: Mail, Calendar, and File Functions)
- Conducted insurance verification, preauthorization's, and claim resolutions
- Assist in the support and management of medical records insuring state regulation compliance
- Ensured that patients understood their insurance benefits coverage, billing, and charges before their appointment
- Facilitated telephone, fax, and e-mail requests in a timely and organized manner to ensure effective communication and excellent customer service
- Performed open and closing office administrative task such as unlocking and locking doors and appropriate drawers for the day following company protocol
- Supervised onboarding of new staff and answered questions related to duties and responsibilities.
Education
Bachelor of Science - General Studies, Biology
University of Maryland Eastern Shore
Princess Anne, MD05.2019
Skills
- Delegation and supervision
- Healthcare operations management
- Medical software proficiency
- Medical terminology expertise
- Healthcare legislation knowledge
- Time management skills
- Organizational abilities
- Multitasking capabilities
- Recruitment and training
- Leave of absence administration
- ICD-10-CM familiarity
- Billing and invoicing
- Critical thinking skills
- Problem-solving abilities
- Independent work capacity
- Medical records management
- Payroll processing
Certification
CPR and First Aid
Accomplishments
Front office Lead
Office Trainer
Medicare & Medicaid license
Timeline
HR Representative
LaSalle Network/Ahold Delhaize
10.2024 - Current
Administrative Assistant
Fairfax ENT, Plastic Surgery
01.2021 - 09.2023
Front Desk Officer
Ortho Bethesda Physical Therapy
10.2019 - 08.2020
Bachelor of Science - General Studies, Biology
University of Maryland Eastern Shore