Tracy Schafer ODowd

I oversee 30+ PSR's and ensure daily workflow goes as smoothly as possible serving as their key point of contact if something is needed on the floor. On top of my regular PSR duties, I support supervisors and managers in implementing new policies or procedures for improved patient care. I am also included in screening new candidates and hiring interviews.

• Update the DAR with last appointment daily.
• Re-skill all PSR's into correct call queue's.
• Help create new hire trainer/trainee checklists.
• I work in the Error pool to keep updates on any mistakes that are made and reach out to the PSR that is responsible for a prompt resolution if any is necessary.
• I take the time to resolve patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
• Stay calm under pressure and successfully deal with difficult situations as well as have taken a course on Difficult Conversations.
• Adhere to timekeeping policies and attendance trackers.

In this role, I mainly supported the back PSR staff. I spent most of my time assisting the Ortho/Podiatry department, but I also knew the Eye Department and Physical Therapy as well as Front Desk.

• Assisted patients in filling out check-in and payment paperwork.
• Used Epic to schedule appointments.
• Took copayments and compiled daily financial records.
• Balanced deposits and credit card payments each day.
• Followed document protocols to safeguard confidentiality of patient records.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.

I worked my way up from a counter to-go person to supervisor. I oversaw a range of employees and calculated tips for payroll purposes. Ordered bar supplies and inventory.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.
• Worked with management team to implement proper division of responsibilities.
• Set overall vision and provided team leadership.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Introduced team contests and goals to enhance productivity and improve employee morale.