Toya Houston
Cleveland,OH
Summary
Reliable and organized Administrative Assistant with an Associate degree in Business Management and over 5 years of experience in scheduling, billing support, and office operations. Proven ability to handle high-volume phone calls, manage complex calendars, and coordinate details across different departments. A strong communicator skilled at resolving schedule conflicts, keeping documentation accurate, and ensuring daily operations run smoothly.
Overview
23
23
years of professional experience
Work History
Administrative Assistant
Cuyahoga County Board Of DD
Cleveland, OH
11.2023 - Current
- Scheduled and coordinated dental operating room (OR) procedures, ensuring efficient use of surgical suites and provider availability.
- Verified patient insurance eligibility, benefits, and authorization requirements prior to scheduled procedures.
- Obtained and tracked prior authorizations to ensure timely approval of dental and surgical services.
- Collaborated with dentists, oral surgeons, anesthesiologists, nursing staff, and administrative teams to coordinate patient care.
- Generated and analyzed monthly scheduling and productivity reports to support operational planning and performance monitoring.
- Maintained accurate patient records, surgical schedules, and documentation in compliance with organizational policies.
- Communicated with insurance companies, providers, and patients regarding scheduling, coverage, and procedure requirements.
- Resolved scheduling conflicts and accommodated urgent cases while maintaining workflow efficiency.
- Monitored referral status and coordinated follow-up activities to ensure continuity of care.
- Provided exceptional customer service while managing high-volume scheduling and administrative responsibilities.
Administrative Assistant
Renaissance Behavioral Health
Cleveland, OH
07.2021 - 11.2023
- Managed high-volume incoming calls, triaging requests and coordinating scheduling with internal staff to ensure timely service delivery and efficient daily operations.
- Scheduled and adjusted appointments based on provider availability and priority needs, ensuring smooth workflow and minimal service delays.
- Monitored open service requests and internal task queues, providing follow-up to ensure completion, documentation accuracy, and timely resolution.
- Maintained and updated confidential client and service records, ensuring accurate tracking of status changes, documentation, and system updates.
- Supported internal coordination between administrative and clinical teams to resolve scheduling conflicts and prioritize urgent service needs.
- Assisted with administrative processing tied to service delivery, including documentation support and workflow tracking for ongoing cases.
- Communicated professionally with clients, staff, and external contacts to ensure clear expectations, timely responses, and a high level of customer service.
Customer Service Representative
Cleveland Clinic
Brecksville, OH
09.2020 - 07.2021
- Assisted patients with billing inquiries related to medical services, insurance claims processing, account balances, and payment arrangements, ensuring clear communication and resolution.
- Reviewed and interpreted patient account activity, including charges, payments, adjustments, and insurance transactions, to accurately explain billing details.
- Resolved account discrepancies and billing concerns while maintaining a professional, customer-focused approach to ensure a positive service experience.
- Documented all customer interactions, updates, and account actions accurately within patient account and billing systems to maintain compliance and record integrity.
- Managed a high volume of inbound calls while maintaining productivity standards, accuracy, and timely follow-up on open account issues.
- Coordinated payment plans and assisted patients with financial assistance options, ensuring appropriate routing and completion of account resolutions.
- Collaborated with billing departments, insurance carriers, and clinical teams to resolve complex account issues and ensure accurate claim and payment processing.
Specimen Processor
Quest Diagnostics
Cleveland, OH
02.2020 - 09.2020
- Received, verified, and processed patient specimens to ensure accurate testing and timely laboratory workflow.
- Checked specimen labels, patient information, and accompanying documentation for accuracy and completeness.
- Entered specimen information into the laboratory information system and maintained accurate records.
- Prepared, sorted, and routed specimens to the appropriate laboratory departments for testing.
- Followed established procedures for handling, storing, and transporting specimens.
- Identified and resolved specimen discrepancies according to laboratory guidelines.
- Maintained compliance with safety, quality, and confidentiality standards, including HIPAA requirements.
- Worked closely with laboratory staff, couriers, and healthcare professionals to support efficient operations.
- Prioritized urgent and time-sensitive specimens to meet turnaround time expectations.
- Assisted in maintaining an organized work area and ensuring proper inventory of laboratory supplies.
Dietary Aide
McGregor Nursing Home
Cleveland, OH
06.2003 - 02.2020
- Inspected meals against dietary restrictions and quality standards.
- Prepared hot and cold meals with attention to safe food-handling standards.
- Established and maintained safe, friendly atmosphere for residents and guests.
- Served additional meals and snacks to maintain resident wellness and satiety.
- Cleaned and sanitized kitchen, dining and utility areas to promote healthy environment.
- Set up trays and food service carts to deliver food to residents.
- Helped with meal prep for daily meals, following strict sanitation and food handling guidelines.
- Served food and beverage items to residents, meeting therapeutic diets.
- Stocked food and other supplies for main kitchen and units.
- Delivered snacks to nurse station for distribution to specific residents.
Education
Associate of Science - Business Administration And Management
Cuyahoga Community College
Cleveland, OH12.2025
Skills
- Scheduling & Calendar Management
- Billing Support & Documentation
- High-Volume Call Handling
- Customer Service & Relations
- Data Entry & Record Keeping
- Interdepartmental Communication
- Problem Solving & Conflict Resolution
- Microsoft Office (Word, Excel, Outlook)
- Time Management & Organization
- Attention to Detail
Timeline
Administrative Assistant
Cuyahoga County Board Of DD
11.2023 - Current
Administrative Assistant
Renaissance Behavioral Health
07.2021 - 11.2023
Customer Service Representative
Cleveland Clinic
09.2020 - 07.2021
Specimen Processor
Quest Diagnostics
02.2020 - 09.2020
Dietary Aide
McGregor Nursing Home
06.2003 - 02.2020
Associate of Science - Business Administration And Management
Cuyahoga Community College