Katrina M. Email & Phone Number

Phoenix, Arizona, United States

Completing, facilitating and reviewing compliance to maintain outpatient licensure status. Coordinating and completing state level audits with state representatives and internal agency staff. Implemented Policies and Procedures to bring facility into compliance. Responsible for all operations and administration functions of the business, including assisting in interviewing and hiring of new employees, on-boarding new employees, training clerical positions, management of all employees, monitoring proper certifications for the business and employees, and maintaining payroll.Create new hire folders for the facility to contain orientation logs, training logs, all legal documentation: AZ withholding, i-9 form, W-4 form and/or W-9 form, direct deposit form, job application/resume, fingerprint clearance card, CPR/first aid certification, all licensure/certification employee holds, negative TB test results, welcome packet, offer letter, employee handbook, receipt of employee handbook doc.Ensure all employees receive proper training needed to better serve patients on a day-to-day basis and ensure facility compliance with policies and procedure.Created and implemented in-office training materials for various departments in compliance with current policy and procedure. Maintain relationships with partners and third party service providers.Schedule all in-service meetings based on provider availability with partners, pharmaceutical sale representatives and service providers.Maintain and perform regular inventory audits of sample medications.Effectively and efficiently resolves discrepancies within the facility regarding facility compliance, disgruntled patients, and discontented employees. Supervise employees, provide feedback/counsel for growth and improvement Facilitate daily staff meetings.Participate in and notate weekly clinical meetings, executive meetings and billing meetings. Perform billing audits to ensure timely and accurate claims submission.

Phoenix, Arizona, United States

Created and implemented clerical templates for notating charts.Ensure staff follows HIPAA guidelines when communicating with individuals regarding PHI. Responsible for all front-end functions of the business, including but not limited to answering phones in a professional manner, communicating with patients professionally via phone, email and in-person, review emails and fax and complete tasks accordingly, checking-in patients, receiving payments, taking patient vitals, ensuring all patients complete required documentation, ensure all documentation is attached to patient charts, complete confirmation calls, follow up with no-shows and cancellations, and assist with medication refill requests.Prescreen all new patient inquiries for acuity level/criteria for service.Provide inpatient/rehab/wrap around resources to patients.Complete discharge summary/letters.Perform routine audits of facility supplies and place orders accordingly.

Remote

- Responsible for all operations and administration functions of the business, including but not limited to hiring, training clerical positions, management of all employees, monitoring and maintaining proper certifications for the business and employees, maintaining business insurance policies, and purchasing material.- Supervise the work of employees and provide feedback and counsel to improve efficiency and effectiveness.- Create new-hire paperwork folders to include, all legal documentation: AZ withholding, i-9form, W-4 form and/or W-9 form, MVD record request form, direct deposit form, background check and drug testing, job application, employee handbook and job offer letter template.- Prepare office for annual inspections per state regulations.- Insure all employees receive proper training needed to better serve customers on a day-to-day basis.- Communicate with upper management to implement new policies and procedures among daily operations.- Maintain relationships with partners, vendors, and suppliers.

Remote

- Plan strategies for streamlining and improving business operations.- Facilitate development of training materials including a receptionist manual to assist in accomplishing all clerical tasks efficiently.- Create binders of all labels and safety data sheets for all materials used to abide by federal and state regulations.- Facilitate development of all agreements for services offered to provide customers with detailed service information.- Process all necessary documentation to the Arizona Department of Agriculture Pest ManagementDivision and adhere to all state regulations.- Responsible for community relations and out-reach including company advertising, social media, and customer engagement.- Professionally represent the company at all events, conferences, etc.- Facilitate all printed and electronic communication.- Resolve complaints in a professional and concise manner.- Monitor employee timecards and submit company payroll.

Remote

- Guarantee positive customer experience while communicating with customers via phone, email and/or text.- Coordinate production of service agreements, invoices, and confirmation emails.- Prepare efficient technician routes to conduct services.- Process payments to customer accounts and monitor billing on unpaid accounts.- Scan, file and attach all paperwork to customer accounts and maintain general office filing system. • Monitor inventory of office supplies and restock as needed.

Flagstaff, Arizona, United States

August 2011 - July 2012August 2013 - February 2014Veterinary Clinic - Well-established animal care facility that has served Northern Arizona for nearly thirty years. Maintains trusting and personal relationships with both their clients and their pets.Supervising ReceptionistTrain and supervise new team members for receptionist tasks including however not limited to:• Excellent customer service, scheduling, billing, payment processing, follow-up calls, data entry, and documentation.• Improving company proficiency by improving task management processes and organization.• Balancing the needs of multiple clients simultaneously in a fast-paced environment.• Assisting in accurately maintaining patient records.• Maintaining a professional, organized, and clean office space.• Scan, copy and file documents.

Killeen, Texas, United States

September 2012 - August 2013Telecommunication Services - Contracted with Humana Insurance for telecommunication services to assist their clients with inquiries regarding insurance policies, benefits and procedures.Customer Service Agent• Formulate and enforce service center policies, procedures and quality assurance measures including federal, state and HIPPA laws.• Certified in billing, enrollment, and pharmacy with Humana.• Proficient with Humana Insurance policies.• Address customer service inquiries in a timely and accurate fashion while adhering to all laws.• Accurately document accounts for all inquiries.• Utilize five computer programs simultaneously.• Properly direct inbound calls in phone queue to improve call flow.

Flagstaff, Arizona, United States

June 2009 - May 2010Premier Boarding Resort - providing excellent boarding services with exceptional care in a clean and comfortable environment.Office ManagerTrain and supervise new team members for reception tasks including however not limited to:• Provide excellent customer service to all clients.• Create new processes and systems for increasing customer service satisfaction.• Professionally answer phones and schedule reservations.• Handle all incoming correspondence, including mail, deliveries, emails, and fax.• Monitor inventory control and merchandising products.• Conduct billing procedures and process payments accurately.• Maintain client records and accurately document accounts.• Implement new policies and procedures as they arise.