Heather Lapointe Email & Phone Number

Managed an extensive and diverse team of front desk associates across 20 locations throughout Charlotte and surrounding areas. Involved in all aspects of the hiring and orientation process. Assisted in developing training materials focusing on one-on-one instruction, monitoring and team building techniques to maximize employee engagement and performance. Accountable for implementing new technology trends, policies and processes company wide. Upheld the organization's mission through advocacy and collaboration with local municipal government agencies, non-profits and community partners. Composed staffing assignments, approved time-off and prepared bi-weekly payroll.

Charlotte, North Carolina, United States

Responsible for overseeing an extensive group of front desk staff across 20 locations. Provided guidance for daily work activities by monitoring performance, setting goals, deadlines and giving feedback. Conducted training, coaching, counseling and discipline. Maintained safe and healthy work environment by establishing, adhering, and enforcing legal regulations. Developed schedules, approved time-off, and completed bi-weekly payroll. Supported staffing levels through recruitment, selection, orientation and training of new employees. Insured mission of organization by enforcing quality and customer service standards.

Liaison between patients, front office staff, physician practices and company leadership. Oversaw day to day front office operations assisting team members in their professional development, providing guidance and offering workable solutions. Responsibilities included documentation development and training of new staff, milestone feedback and retraining if necessary. Continued to carry out front desk commitments of registration, payment processing, opening and closing procedures, call handling and appointment scheduling.

Forward facing role assisting in registration, appointment scheduling, payment processing, opening and closing procedures, call handling, problem resolution, budget reports and ordering office supplies.

Concierge account representative for seven physician groups consisting of ENT, Plastics, Neurological, Urology and Gastroenterology. Responsible for coordinating radiology examinations with practices, patients and departments within our partnering hospital. Accountable for ensuring proper authorizations were obtained prior to patient's appointment and notification to stakeholders if changes occurred.

Responsible for scheduling surgical, gastroenterology and pain management appointments. Worked closely with the Operating Room Charge Nurse to ensure procedure accuracy and efficiency within department. Posted intra-op data and managed corrections and/or entering of missing information. Participated on the GI Lab and Implant Record Tracking Task Forces.

Prepared and maintained Surgical Case Board. Notified surgeons, OR Charge Nurse, surgical staff, pre-op, post-op, radiology of changes to the case board. Transcribed physician orders and entered labs as received either through written or oral communication. Coordinated and worked closely with departments such as the Blood Bank, morgue, pain management, registration and waiting rooms.

Health Services/Allied Health/Health Sciences, General

Health Services/Allied Health/Health Sciences, General

General Studies