Wykena Yates
Richton Park,IL
Summary
Center Operations Supervisor with several years of successful experience providing exceptional customer service. Ability to solve problems and think critically. Strong collaboration skills and demonstrated success working within a team. Flexible and positive attitude with the ability to work in a fast-paced, and often ambiguous environment. Proactive and adaptable working style; able to take ownership of task and lead by example. Experience in managing all facets of front office administration including, managing provider and transportation schedules, handling multi-line phone systems, patient requests, complaints and or concerns, specialist request, and maintaining a pleasant/welcoming reception and waiting area. Hands on skills in using applications such as Greenway, Canopy, and Google Doc to facilitate daily office operations.
Overview
12
12
years of professional experience
Work History
Center Operations Supervisor
Oak Street Health
01.2023 - Current
- Manage hourly center staff ranging from front desk staff to medical assistants and phlebotomists.
- Monitor front desk activities for completion, accuracy and quality including scheduling appointments, confirmation calls, and copay collection.
- Support front desk coverage and contributes to service team work.
- Monitor provider schedules daily to ensure smooth flow of patient visits.
- Utilize practice dashboards and reports to identify areas for operational improvement.
- Assist in recruiting, hiring and training of new team members.
- Train and guide team members to maintain high productivity and performance metrics.
- Engage in service recovery efforts, as needed and facilitate resolution
- Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- De-escalate conflict as it arises, and seek resolution to maintain exceptional patient care.
- Exhibit great standards of leadership for employees, consistently leading by example.
Welcome Coordinator
Oak Street Health
01.2018 - 01.2023
- Responsible for greeting patients and visitors in a courteous and friendly manner.
- Assisted patients with appointment check-in/check out, verification of demographics and the completion of required document and forms.
- Managed phone lines by routing calls to appropriate staff, taking messages, handling non-clinical matters, and placing outbound calls to ensure patients are aware of the next appointment date and time.
- Responsible for managing providers schedules, ensuring that appointments are accurately categorized according to company's care module.
- Managed transportation schedule to ensure patients will arrive in a timely manner for scheduled appointments.
- Responsible for managing Welcome Coordinator's work-flow to ensure metrics are made top priority.
- Assisted Hard to Reach team with the re-engagement of unengaged patients.
- Provided clinic operational support as needed in the absence of Practice Manager.
- Responsible for de-escalating any patient concerns and or issues that may occur at the front desk.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Office Manager
Grand Prairie Services
05.2014 - 12.2017
- Managed front office staff.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing and accounts receivable.
- Developed close working relationships with front office and back office staff.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Built relationships with physicians to create steady referral pipeline.
- Addressed and remedied all patient or team member issues.
Habilitation Trainer
Grand Prairie Services
12.2012 - 05.2014
- Responsibilities included day-to-day implementation of vocational goals for 8 to 10 developmentally disabled individuals.
- Provided counseling and personal support to clients and assisted clients with problem solving, interpersonal and communication skills.
- Assisted billing department with DHS billing, client registration, creating spreadsheets, filing documents, and maintenance of medical records.
- Responded to subpoena request for medical records
- Trained staff on companies safety policy
Employment Specialist
Southwest Community Services,Inc.
01.2012 - 12.2012
- Assisted clients with various levels of mental illness with such matters as job readiness skills, job search strategies, resume writing and preparing for job interviews through resources and informational job search workshops.
- Completed pre-employment assessments that focused on setting, developing, and reaching appropriate employment objectives/goals leading toward securing and maintaining employment.
- Established relationships with potential employers to benefit population being serviced.
Education
Paraprofessional License -
South Suburban College
05.2007
Skills
- Ability to successfully take ownership of any project or task put before me
- Attention to detail with excellent communication, time management, and organizational skills
- Ability to manage patient complaints and/or concerns in a caring, courteous, and professional manner
- Strong interpersonal skills, easily develops excellent rapport with co-workers
- Proficient PC skills
- Knowledgeable in medical terminology, medical billing and coding
Timeline
Center Operations Supervisor
Oak Street Health
01.2023 - Current
Welcome Coordinator
Oak Street Health
01.2018 - 01.2023
Office Manager
Grand Prairie Services
05.2014 - 12.2017
Habilitation Trainer
Grand Prairie Services
12.2012 - 05.2014
Employment Specialist
Southwest Community Services,Inc.
01.2012 - 12.2012
Paraprofessional License -
South Suburban College
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