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Skills

  • Conflict resolution
  • Problem resolution
  • Supervision
  • Time management
  • Improvement of patient retention
  • MS Office
  • Client relationship development
  • Onboarding and training
  • Problem-solving skills
  • Medical terminology understanding

Work Experiences

  • Achieved results within 12 weeks.
  • Achieved results within first 13 months.
  • Anticipated patient needs.
  • Adjusted appointment times based on patient acuity.
  • Consistently exceeded daily appointment quotas by 49% while maintaining high rapport with clients and office staff.
  • Improved customer retention by using quick response and dynamic service skills to build relationships with patrons.
  • Immediately notified housekeeping and the maintenance department about guest room issues, such as method and system, in order to expedite resolution.
  • Kept track of files and records by putting in place efficient and well-organized filing systems.
  • Ensured transaction security by comparing payment cards to identification.
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.

Summaries

  • Achieved a 49% accuracy rate.
  • With prompt service and diplomatic communication, well-versed in mitigating customer dissatisfaction.
  • Providing personalized guest service, including managing VIP requests, is second nature to me.
  • Front Desk Scheduler with 10 years of successful strategic planning and data analysis experience.
  • Addressed over 6 inquiries daily.
  • Adept at customer service excellence.
  • Customer engagement, client relations and project management skills are well-known.
  • Front Desk Scheduler is a polite and upbeat person with excellent telephone etiquette.
  • Accomplished scheduling specialist with a demonstrated ability to maintain high client satisfaction scores while reducing appointment errors by 80% using advanced scheduling technologies.
  • Achieved a resolution rate of 16% on first contact.

Accomplishments

  • Documented and resolved system which led to method.
  • Maintained HIPAA compliance while managing sensitive patient scheduling data for over 13 appointments per week.
  • Collaborated with team of 13 in the development of initiative.
  • Played a key role in onboarding process for 13 new hires, ensuring they were proficient in all scheduling protocols within the first 2 days.
  • Improved patient satisfaction scores by 37% by ensuring responsive and efficient communication over the phone and in person.
  • Specialized in handling emergency appointment requests, ensuring adequate allocation of time slots while maintaining schedule integrity.
  • Consistently managed conflicting appointment requests using problem-solving and time-management expertise, achieving 59% first-time resolution rate.
  • Monitored an average of 10 calls daily, ensuring that each patient inquiry was addressed within 18 hours, improving overall response time.
  • Provided exceptional reception services in both English and Japanese, contributing to an influx of new international patients and increasing revenue by 41%.
  • Successfully trained 9 team members on the use of new scheduling software, achieving a 78% faster appointment confirmation rate.

Affiliations

  • Project Management Institute
  • Society of Women Engineers
  • American Scheduling Coordinators Association (ASCA)
  • American Society of Safety Professionals
  • International Association of Administrative Professionals
  • Toastmasters
  • Institute of Healthcare Leadership Development
  • Association for Computing Machinery
  • Certified Medical Office Manager (CMOM) Program
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Healthcare Access Associate (CHAA) by procedure
  • Certified Medical Insurance Specialist (CMIS) by Vantage
  • Certified Medical Administrative Assistant (CMAA) by process
  • Microsoft Certified Systems Engineer (MCSE)
  • Lean Healthcare for Administrative Professionals Certificate by metric
  • CompTIA Network+
  • Certified Allied Health Professional (AHP) by National Healthcareer Association (NHA)
  • Project Management Professional (PMP)
  • Certified Scheduling Specialist (CSS) by American Medical Technologists (AMT)
  • Professional Receptionist Certification by International Receptionists Society (IRS)

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