VICTORIA PAGAN
Durham,NC
Summary
Organized Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
7
7
years of professional experience
Work History
Office Manager
New Jersey Pain Spine & Sports Associates
09.2023 - Current
- Supervise non clinical staff including receptionist, billers and administrative assistants.
- Ensuring all data, billing and insurance information are accurate and appropriately recorded
- Developing and implementing new policies and procedures.
- Ensuring HIPPA, OSHA and other regulations are being followed.
- Overseeing all day to day operations at the facility
- Coordinate and schedule meetings among doctors, nurses, attorneys, and non-clinical staff.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Principals Secretary
New Brunswick Health Sciences Technology High School
09.2022 - 07.2023
- Filed student data electronically to maintain accurate and complete records.
- Managed correspondence for school principal, including writing letters and responding to emails, in a professional manner
- Scan, fax and copy confidential documents with discretion using standard office equipment.
- Take attendance of all students each period via schools provided system.
- Provide general clerical support including directing phone communications, greeting visitors, and interacting with students
- Organized and completed purchase orders for all materials and supply orders placed
- Prepared and managed transition paperwork for both incoming and outgoing students.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Liaised between clients and vendors and maintained effective lines of communication.
TEAM LEAD MANAGER
CARVANA
09.2019 - 09.2022
- Trained, supervised, and coached teams in size of 15-30 underwriting agents within the contact center on customer support, SOP, and state law requirements
- Monitored day to day operations such as queue management, call monitoring, working tickets, and handling escalated situations
- Workforce management
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Established objectives and measures for team members to reach production goals
- Conducted daily group and 1 on 1 meetings to align on common goals, strategize, and monitor progress as well as facilitate agent professional development
- Monitored agent interactions with customers to ensure quality and compliances were met
- Provided coaching and assistance to all underwriting agents.
FRONT OFFICE SECRETARY
REVIVE PHYSICAL THERAPY AND WELLNESS
04.2017 - 08.2019
- First point of contact for all patients, shareholders, and business partners that entered the facility.
- Verified insurance documents and made contact with each patient at least 24 hours prior to their scheduled appointment.
- Reviewed legal documents with each patient to ensure understanding of policies, payments, and expectations.
- Prepared and sent insurance authorizations and plan of care to insurance, doctors and lawyers.
- Maintained and organized high volume of phone calls, messages, and communication.
- Confirmed and managed all payments and appropriate systems for accounting purposes at the end of business day.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Bachelors of Science -
ARIZONA STATE UNIVERSITY
Tempe, AZ08.2024
Allied health -
MIDDLESEX COMMUNITY COLLEGE
Edison, NJ01.2017
Skills
- Billing
- Customer Service
- Contract Administration
- Expense Reporting
- Employee Supervision
- Workforce Management
- Office Management
- Administrative Support
- Team Supervision
- Bilingual
- Scheduling Coordination
- Document Management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Office Manager
New Jersey Pain Spine & Sports Associates
09.2023 - Current
Principals Secretary
New Brunswick Health Sciences Technology High School
09.2022 - 07.2023
TEAM LEAD MANAGER
CARVANA
09.2019 - 09.2022
FRONT OFFICE SECRETARY
REVIVE PHYSICAL THERAPY AND WELLNESS
04.2017 - 08.2019
Bachelors of Science -
ARIZONA STATE UNIVERSITY
Allied health -
MIDDLESEX COMMUNITY COLLEGE
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