Victoria Jones
Jacksonville,FL
Summary
Highly organized and detail-oriented Operations Manager with several years of experience providing support to senior leadership. Expertise in creating and implementing best practices, employee development, decreasing company nutrition and managing employees to achieve operational standards. Seeking to build a safe, enjoyable, and productive work environment. Seasoned Operations Manager and talented leader with 5+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
18
18
years of professional experience
Work History
Operations Manager
CIOX Health
04.2020 - Current
- With over 7 years of experience in health information management, I have been responsible for providing strategic daily planning and executing operational standards.
- As part of my role, I have assisted in the hiring process, as well as staff performance evaluations, conducting reviews and administering disciplinarian action as required.
- Organize and restructure several call center teams to reduce abandonment rate under 3%, while reducing direct reporting team from 1.8% to 0.28% within a year for call center performance rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Developed and implemented strategic project plans to meet business objectives.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Client site service supervisor
Ciox Health
12.2015 - 01.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Creating team schedules to ensure an effective work environment
- Managed department call volume 700+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Developed and implemented training programs for staff.
- Took ownership of customer issues and followed problems through to resolution.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Hosting daily team huddles with staff to level set and execute adjectives
- Managing daily pending inventory, providing burndown plans to senior leadership.
- Managed internal operational standards and productivity targets.
- Wrote and conducted formal performance reviews for production personnel.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Client Representative Specialist II
Healthport Technologies
07.2009 - 12.2015
- Completing medical record request for variety of different requester types
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Maintained patient records in compliance with security regulations.
- Problem solving and completing special projects for risk management department
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Chart creation and recreation, filing charts back to storage housing facility
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Assisted in training new staff on medical record processing and filing procedures.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
ROI Specialist
ChartOne
04.2007 - 07.2009
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Maintained patient confidence by keeping patient records information confidential.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Printed and photocopied documents to provide patients with copies of medical records.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Analyzed complex medical records to identify discrepancies in accuracy and completeness.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Scanned and uploaded medical records into electronic medical records system.
- Tracked and monitored requests for medical records release.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Maintained patient records in compliance with security regulations.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
Receptionist
Merrill Lynch
07.2005 - 01.2007
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained visitor log for entering and leaving facility for security purposes.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Education
High School Diploma -
Andrew Jackson High
Jacksonville05.2005
Certified inpatient coder(CIC) and certified outpatient coder(COc) -
Remington College
Jacksonville02.2007
A.S - Business administration
Florida State College At Jacksonville
Jacksonville, FL03.2019
B.S - Administrarion
Florida State College of Jacksonville
Skills
- Staff Management
- Assignment Delegation
- Project Management
- Productivity Improvement & Staff Development
- Customer Service Management
- Planning and Implementation
- Operation Monitoring
- Process Improvement Strategies
Timeline
Operations Manager
CIOX Health
04.2020 - Current
Client site service supervisor
Ciox Health
12.2015 - 01.2020
Client Representative Specialist II
Healthport Technologies
07.2009 - 12.2015
ROI Specialist
ChartOne
04.2007 - 07.2009
Receptionist
Merrill Lynch
07.2005 - 01.2007
High School Diploma -
Andrew Jackson High
Certified inpatient coder(CIC) and certified outpatient coder(COc) -
Remington College
A.S - Business administration
Florida State College At Jacksonville
B.S - Administrarion
Florida State College of Jacksonville
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