Tonia Anderson
Summary
Dynamic leader with a proven track record at Cleveland Clinic, specializing in team collaboration and process optimization. Expertise in hospital software systems has led to substantial improvements in departmental performance metrics while fostering a culture of support and efficiency. Highly detail-oriented, consistently drives initiatives that enhance organizational effectiveness. Career aspirations include leveraging leadership skills to further elevate healthcare operational standards.
Overview
14
14
years of professional experience
Work History
Department Supervisor
Cleveland Clinic
04.2022 - Current
- Maintain staffing levels, approve schedules, and manage paid time off and leave requests.
- Provide leadership and training.
- Analyze the workflow and procedures, identify, and implement opportunities to improve processes, speed, quality, and effectiveness.
- Communicate with employees, and provide orientation on policies.
- Delegated work to staff, setting priorities and goals.
- Trained, managed and motivated employees to promote professional skill development.
- Participated in weekly meetings with senior leadership teams to discuss progress.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Built clinical templates for internal medicine physicians.
- Collaborated with other departments to coordinate activities and resolve issues.
- Fostered a positive and inclusive work environment, promoting teamwork and collaboration.
- Evaluated department performance, and incorporated feedback to implement improvement plans.
- Monitored and reported on departmental performance metrics, adjusting strategies as necessary.
- Organized and completed weekly schedules to ensure each shift was adequately covered.
- Trained employees on new processes or procedures as needed.
- Responded to patient inquiries and delivered appropriate information after carefully researching issues.
Work Leader
Cleveland Clinic
09.2021 - 04.2022
- Responsible for establishing clear performance expectations for the team, aligned with organizational priorities.
- Tracking the progress on Cisco Finesse and providing feedback to individuals, and the team as a whole.
- Distributing work assignments and meeting deadlines effectively among the team members.
- Clearly communicating the goals, updates, and company policies to the team.
- Fostering collaboration, building positive relationships, and creating a supportive work environment.
- Identifying and addressing challenges or obstacles that arise within the team.
- Coaching and mentoring team members to enhance their skills and performance.
- Responsible for mediating disagreements among team members to maintain a productive atmosphere.
- Providing updates on team performance to upper management.
- Used daily system logs to document production information, discussing issues with management.
- Resolved any conflicts between team members that arose during projects or assignments.
- Maintained records of personnel performance evaluations and disciplinary actions.
- Conducted regular staff meetings to discuss updates on current projects and initiatives.
Administrative Assistant
Cleveland Clinic
01.2015 - 09.2021
- Responsible for managing patients assigned to our 75 internal medicine residents.
- Served as a liaison between patients and providers to assist with MyChart messages and refill requests.
- Answering thousands of calls, triaging patients.
- Creating telephone encounters and sending messages to the appropriate pools in Epic.
- Responsible for completing prior authorization for the patient's medication through CoverMyMeds.
- Completing multiple forms for patients (FMLA Patient Assistance application for medications, RTA applications, utility forms).
- Inputting time away in Qgenda for providers.
- Creating and submitting travel and non-travel reimbursement reports via Oracle.
- Ordering office supplies through WB Mason.
Patient Service Specialist
Cleveland Clinic
01.2012 - 12.2015
- Worked in accordance with HIPAA laws, adhered to legal, and company policies and procedures.
- Provided world-class service by enforcing quality and customer service standards.
- Communicated effectively with clinical and clerical staff.
- Thoroughly prepared patient information for providers and patients.
- Scheduled appointments, maintained patient data, and insurance and billing information.
- Communicated scheduling information, instructions, and directions.
- Processed web and other electronic appointment-scheduling requests.
- Determined the appointment type and urgency.
- Performed point-of-service activities such as visit preparation, pay collection, patient tracking, and record tracking.
- Substantially used In-Baskets, MyChart, Waitlist, Epic system, I-Terminal, and Core on an everyday basis.
- Assisted in the appointments of internal medicine residents with internal medicine patients.
- Scheduled international patients.
- Helped roll out appointment passes at H18, the employee walk-in clinic.
Education
Dental Assistant Certificate -
Cleveland Institute of Dental and Medical Assistant
Cleveland, Ohio06.2001
GED -
Max Hayes Technical School
Cleveland, Ohio06.2000
Skills
- Detail-Oriented Organizational Abilities
- Effective Leadership
- Effective Task Organization
- Structured Interviewing Techniques
- Expertise in Hospital Software Systems
- Proficient in Microsoft Word
- Advanced Excel Proficiency
- Advanced PowerPoint Presentation Skills
- Proficient in Microsoft Outlook
- Oracle Software Proficiency
- Expertise in CoverMyMeds
- Experienced with ICD-10 Coding
- Experienced in CPT Code Utilization
Skills Certifications Awards
- Strong organizational and leadership skills
- Can schedule and manage tasks effectively
- Experience conducting interviews
- Recipient of multiple Caregiver Celebration awards
- Employee of the month
- Proficiency with hospital systems: Epic, OnBase
- Proficient in Microsoft Office Word, Excel, PowerPoint, and Outlook
- Proficiency with SAP Concur, Oracle, CoverMyMeds
- Knowledge of ICD-10 and CPT codes
Timeline
Department Supervisor
Cleveland Clinic
04.2022 - Current
Work Leader
Cleveland Clinic
09.2021 - 04.2022
Administrative Assistant
Cleveland Clinic
01.2015 - 09.2021
Patient Service Specialist
Cleveland Clinic
01.2012 - 12.2015
Dental Assistant Certificate -
Cleveland Institute of Dental and Medical Assistant
GED -
Max Hayes Technical School