Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tonya Waters

Irving,TX

Summary

Experienced Office Management and Administration Professional with 10 years of experience optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader that blends advanced organizational, technical, and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Centralized Patient Access Services Supervisor

UT Southwestern Medical Center
03.2022 - 05.2024
  • Supervise a staff of 22 coordinators to accomplish scheduling referrals to determined customer service standards to all internal and external patients and meeting our monthly team goals of 90%
  • Oversees adherence to performance improvement projects
  • Prepares quality assurance auditing
  • Identifies coaching opportunities and works in collaboration with the Patient Referral Manager to address performance issues and makes recommendations regarding disciplinary actions for staff
  • Coordinates the training of Patient Referral Coordinators, ensuring adherence to new hire training standards, maintains a training program and supervises the training of new staff
  • Assisting in the interview process for new candidates

Patient Referral Management Coordinator

Southwestern Health Resources
09.2019 - 03.2022
  • Collects clinic specific medical records needed for all specialty clinic appointments
  • Fax release of information requests on patient behalf to assist patients with collecting medical records
  • Utilizes the computer system to document detailed patient information in the patient and physician telephone encounter regarding the reason for appointment request, symptoms or diagnosis, and purpose of visit with clinic
  • Links appointments to the correct insurance and creates appropriate accounts in Epic and Leading Reach as needed
  • Works closely with community physician offices to obtain referrals for patients
  • Enter patient, clinic and marketing information calls into provided software to allow for analysis by marketing and senior leadership

Practice Administrator Intern

Signature Smiles Dental
04.2018 - 09.2018
  • Schedule appointments for dental consultations and procedures over the phone and in person
  • Take insurance information from patients and follow up on verification and claims
  • Collect payment from patient’s post- procedure, set payment arrangements, and billing
  • Provide patients with treatment plans for dental procedures

Clinical Project Manager

Examination Management Services Inc
05.2017 - 12.2017
  • Use Microsoft Office to prepare documents/status reporting for client meetings
  • Overseeing and monitoring field personnel and clinical studies to ensure best results
  • Train remote personnel on the study-specific protocol as required
  • Provide status/quality reports to Senior Project Manager as requested
  • Serve as an EMSI field examiner protocol, site contact report forms, billing instructions and training materials specific to the client project
  • First escalation point for account-specific service issues and complaints
  • Maintain a constructive problem-solving attitude while dealing with time demands, incomplete information or unexpected events in clinical studies

Department Assistant

University of Texas at Arlington
06.2014 - 10.2015
  • Provide clerical and phone support for the admissions call center
  • Manage the office's email accounts by answering questions and requests
  • Answering admissions questions and providing customer service to students during the admission process
  • Maintain and update student data in the student information system
  • Office duties included: filing, mailing, scanning, faxing, preparing transcript materials, answering phones, making calls, and maintaining supply room

Department Assistant

Trio SSS North Lake College
10.2011 - 07.2013
  • Answering phone calls and listen effectively to relay information through oral or written communication
  • Set priorities to meet the established guidelines for the staff and students
  • Basic personal computer skills including knowledge of spreadsheet and word processing software
  • Ability to efficiently set up meetings and resolve scheduling conflicts
  • Experience providing general administrative support to include handling mail, scanning, sorting, distributing correspondence and performing general data entry duties
  • Skill in dealing effectively with staff at all levels with the organization, district and public
  • Assists staff members in meeting deadlines with various tasks and projects
  • Assisting the tutor coordinator with students who were struggling in their academics

Account Manager

Wells Fargo Dealer Special Services
06.2009 - 11.2010
  • Managed a two-three-million-dollar portfolio of sixty-one to ninety day past due automobile loans
  • Initiated appropriate collection activity by arranging payment plans to prevent charge-off and repossession
  • Knowledge and understanding of banking: regulations, compliance, policies, process, and procedures
  • Provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

Loan Service Counselor

Triad Financial Services
11.2006 - 03.2009
  • Collection of sub-prime automobile loans ranging from sixty-one to ninety days past due
  • Collects delinquent installment and revolving loans by contacting borrowers by telephone or correspondence to obtain payment, performing proper documentation
  • Collects in accordance with all state and federal laws inclusive of Fair Debt Collection Practices Act (FDCPA)

Loan Service Counselor

WFS Financial Services
08.2002 - 09.2006
  • Negotiate repayment schedules for forty to ninety days past due sub-prime auto loans
  • Daily collection calls on mid-stage delinquency consumer debts and updating collections system account

Education

Master of Science - Healthcare Administration

The University of Texas At Arlington
Arlington, TX
12.2018

Bachelor of Arts - Psychology, Business Administration

University of Texas At Arlington
Arlington, TX
12.2016

Associate of Science - Science

North Lake College
Irving, TX
05.2013

Skills

  • Excellent oral and written communications
  • Proficient in Microsoft Office Word, Excel, Power Point, Teams and Outlook
  • Strong leadership and management skills
  • Effective presentation skills
  • Decision making
  • Problem solving
  • Analytical skills
  • Planning and organization
  • Proficient in EPIC
  • Proficient in Power BI
  • Proficient in SPSS research
  • Proficient in Salesforce
  • Proficient in Service Now
  • Proficient in TAM
  • Patient and customer service-oriented
  • Interpersonal skills
  • Teamwork skills
  • Corrective Action Plans
  • Interviewing Candidates
  • Training and Coaching
  • Quality Assurance
  • Patient Registration
  • Performance Management
  • Team Leadership
  • Client Relations
  • Employee Relations
  • Clinic Management
  • Operation Process Improvement
  • Metrics reporting
  • Operation Management
  • Contact Center Management

Certification

  • Lean Six Sigma Green Belt Certified, Management and Strategy Institute, 06/30/20
  • Business Office Manager Certified, Management and Strategy Institute, 02/28/21
  • Leadership Foundation Certified, UT Southwestern Medical Center, 01/31/23

Timeline

Centralized Patient Access Services Supervisor

UT Southwestern Medical Center
03.2022 - 05.2024

Patient Referral Management Coordinator

Southwestern Health Resources
09.2019 - 03.2022

Practice Administrator Intern

Signature Smiles Dental
04.2018 - 09.2018

Clinical Project Manager

Examination Management Services Inc
05.2017 - 12.2017

Department Assistant

University of Texas at Arlington
06.2014 - 10.2015

Department Assistant

Trio SSS North Lake College
10.2011 - 07.2013

Account Manager

Wells Fargo Dealer Special Services
06.2009 - 11.2010

Loan Service Counselor

Triad Financial Services
11.2006 - 03.2009

Loan Service Counselor

WFS Financial Services
08.2002 - 09.2006

Master of Science - Healthcare Administration

The University of Texas At Arlington

Bachelor of Arts - Psychology, Business Administration

University of Texas At Arlington

Associate of Science - Science

North Lake College

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Tonya Waters