Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Tonya Cooper

Tonya Cooper

Louisville,US

Summary

Dynamic and results-driven professional with extensive experience in customer service and scheduling. Proven ability to enhance patient satisfaction through effective communication and conflict resolution. Skilled in HIPAA compliance and billing processes, ensuring accuracy and adherence to regulations while fostering a welcoming environment.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Front Desk Receptionist

Louisville Orthopedic Clinic
Louisville, KY
06.2024 - Current
  • Schedule patient appointments aligned with doctor availability for effective time management.
  • Explain intake processes to new patients, ensuring clarity and compliance.
  • Process payments accurately for treatment services and co-pays.
  • Greet and attend to patients, both in person and over the phone, with professionalism and compassion.
  • Ensure adherence to HIPAA regulations while managing sensitive patient information.
  • Assist with scheduling appointments for clients and visitors.
  • Discuss the appointments needed for future procedures, and explain the process.
  • Have a positive attitude with patients to make them feel more comfortable.
  • Complete basic bookkeeping and document filing.
  • Provide administrative support, including photocopying, faxing, and filing.
  • Greet customers, answer general questions, and direct them to appropriate locations.
  • Perform data entry into computer systems to maintain accurate records of customer information.
  • Assist patients with iPads and cell phones to ensure correct registration updates and information.
  • Prepare a daily balance report to accurately reflect transactions.
  • Welcome patients to front desk and engage in friendly conversations while conducting check-in process.
  • Maintain business office inventory and equipment by checking stock for needed supplies.
  • Manage the message line to answer, screen, and forward calls to the appropriate personnel.
  • Maintain a clean and organized reception area to uphold the company image.
  • Schedule and confirm appointments for patients.
  • Manage incoming and outgoing mail, courier services, and other correspondence.
  • Prepare paperwork for patient appointments in advance to ensure a smooth check-in process.
  • Input and verify insurance for payment accuracy.
  • Help co-workers when needed to ensure a proficient and pleasant work environment.
  • Provide guidance and training to new hires.

CSR/Dispatcher/Accounts Payable

Elder Heating and Air
Louisville, US
09.2019 - 06.2024
  • Create, maintain, and enter information into databases
  • Schedule and set up routes according to skill level and availability of technicians.
  • Schedule and confirm appointments for clients, customers, or supervisors.
  • Arrange meetings and training for technicians.
  • Prepare conference or event materials, such as flyers or informational material.
  • Make copies of correspondence or other printed material.
  • Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
  • Learn to operate new office technologies as they are implemented and train other associates how to operate and navigate the programs.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Consulted with customers regarding needs and addressed concerns.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Performed account maintenance activities such as updating client information in databases.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Generated daily reports on the number of booked, canceled, rescheduled appointments.
  • Performed follow up calls to confirm scheduled appointments.
  • Answered incoming calls from potential new customers and existing customer inquiries.
  • Managed timely invoicing of clients and ensured accurate billing details.
  • Verified vendor accounts by reconciling monthly statements and related transactions.
  • Kept detailed records of accounts payable by creating reports and updating vendor balance sheets.
  • Reconciled or entered report discrepancies found in financial records.
  • Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
  • Prepared and processed payroll.
  • Assisted with month-end closing activities as needed.

MERCHANDISE RUNNER

Ben's Bargain Center
Louisville, US
11.2018 - 09.2019
  • Cleaned and maintained work areas on a regular basis.
  • Ensured that all products were labeled properly before stocking the shelves.
  • Monitored expiration dates of perishable items to ensure freshness.
  • Assisted with store displays and window dressing as needed.
  • Kept work areas clean, neat and organized for optimal productivity and worker safety.
  • Updated product labels to reflect accurate pricing.
  • Greeted customers and retrieved requested products to drive satisfaction.
  • Stocked shelves with newly arrived products.
  • Inspected merchandise for wear or defects, disposing of damaged items.

CUSTOMER SERVICE REPRESENTATIVE

Prudential Heating and Air Conditioning
Louisville, US
08.2012 - 10.2013
  • Using computers. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise
  • Generated daily reports on the number of booked, canceled, rescheduled appointments.
  • Performed follow up calls to confirm scheduled appointments.
  • Maintained accurate records of customer appointments in computer system.
  • Answered incoming calls from potential new customer and existing customer inquiries.
  • Managed a high volume of emails related to appointment scheduling requests.
  • Resolved customer complaints in a professional manner.
  • Provided timely, courteous, and knowledgeable responses to information requests.

Education

Human Resources -

INDEPENDENCE UNIVERSITY
Salt Lake City, UT
10.2014

Skills

  • Customer Service
  • HIPAA Privacy and Compliance
  • Billing
  • Communications
  • Appointment scheduling
  • Payment processing
  • Problem solving
  • Training new hires
  • Teamwork and collaboration
  • Dispatching
  • Proficient in Microsoft Word, Excel, and spreadsheets

Certification

  • HIPPA Privacy and Security
  • OSHA
  • Code of Conduct Compliance
  • Conduct Resolution
  • Active Aggressor/Shooter

Timeline

Front Desk Receptionist

Louisville Orthopedic Clinic
06.2024 - Current

CSR/Dispatcher/Accounts Payable

Elder Heating and Air
09.2019 - 06.2024

MERCHANDISE RUNNER

Ben's Bargain Center
11.2018 - 09.2019

CUSTOMER SERVICE REPRESENTATIVE

Prudential Heating and Air Conditioning
08.2012 - 10.2013

Human Resources -

INDEPENDENCE UNIVERSITY

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Tonya Cooper