Jacinda Mills
Phoenix
Summary
Highly skilled and enthusiastic professional 5 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
14
14
years of professional experience
Work History
Practice Manager
Eyeshine Veterinary
Phoenix, AZ
08.2021 - Current
- Oversaw the day-to-day operations of a veterinary clinic, including staff management, client relations, financial oversight, inventory control, and scheduling appointments while collaborating with veterinarians to maintain a high standard of animal care.
- Oversaw financial operations such as budgeting, billing, and collections.
- Supervised and provided guidance to staff members, motivating them to perform their best.
- Streamlined daily operations to enhance patient care and improve service delivery.
- Developed and implemented protocols for efficient workflow management in veterinary practice.
- Coordinated facility cleaning, vendor management, DVM license updates, and secured AAHA approval, ensuring compliance with industry standards.
- Negotiated contracts with vendors for supplies needed for the practice's day-to-day operations.
- Reviewed and updated policies and procedures regularly, ensuring compliance with changing regulations and enhancing operational efficiency.
- Facilitated communication between providers regarding referral patterns or other administrative issues.
- Developed and implemented marketing strategies to increase patient volume while upholding high quality standards of care.
- Ensured compliance with all applicable laws including HIPAA regulations by implementing best practices in document management.
Client Service Representative
Eyeshine Veterinary
08.2021 - 06.2022
- Provided excellent customer service to clients at a veterinary clinic by answering phone calls, scheduling appointments, managing client information, processing payments, and creating a positive experience for both clients and their pets, often acting as the first point of contact for the practice.
- Provided excellent customer service by promptly responding to inquiries and resolving complaints.
- Resolved complaints and issues promptly, ensuring high-quality customer service and client satisfaction.
- Cultivated strong customer relationships through courteous communication, enhancing client loyalty.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Received and responded to high-volume incoming calls and emails in a timely manner.
- Managed multiple tasks while meeting tight deadlines and maintaining high standards of customer service.
- Ensured compliance with customer service procedures to maintain quality.
- Assisted prospective clients with enrollment process for products or services.
- Scheduled client meetings or responded to calls to address questions.
- Navigated multiple computer applications while interacting with clients.
- Trained new customer service representatives on policies.
- Followed up with customers after each interaction to ensure satisfaction levels were met.
- Resolved billing disputes in a timely manner while adhering to company policies and procedures.
- Managed relationships with referral sources, resulting in a steady referral stream.
- Gathered and analyzed customer feedback on product quality and service satisfaction to inform improvements.
- Performed case management to provide outstanding client services and meet company's mission.
- Provided training for new staff members on the company's client relations policies.
- Developed in-depth knowledge of company products and services to better assist customers.
EVS Coordinator and Supervisor
Banner University Medical Center Phoenix
12.2017 - 01.2021
- Conference set ups and scheduling, ordering office supplies, running capacity management, requesting new hire access, scanning daily sheets, and much more.
- Coordinated patient scheduling and resource allocation to optimize departmental efficiency.
- Worked with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Collaborated with cross-functional teams to develop strategies that improved workflow efficiency.
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Collaborated with other departments to ensure customer orders met deadlines.
- Assisted in the development of process improvement initiatives to increase operational effectiveness.
- Coordinated office activities by ordering supplies, maintaining inventory, and scheduling equipment repairs to minimize downtime.
- Responded to telephone calls and emails from customers or clients to answer questions or resolve problems.
- Used computer software and systems to enter data and review and draft documents.
- Developed and maintained comprehensive documentation for operational processes and protocols.
Front Receptionist
A Tender Dental Care
01.2017 - 12.2017
- Coordinated office schedules, managed patient calls, created patient charts, facilitated treatment planning, conducted insurance verifications, provided administrative support for office care, assisted in dental procedures, led morning meetings.
- Managed patient scheduling and appointment confirmations to enhance office efficiency.
- Coordinated patient intake processes, ensuring compliance with HIPAA regulations.
- Provided exceptional customer service, addressing patient inquiries and concerns promptly.
Server
Chili's
01.2014 - 12.2016
- Greeted and accommodated guests, building positive experience from first interaction.
- Provided excellent customer service by anticipating needs and responding promptly to requests.
- Demonstrated ability to interact with customers in a friendly and professional manner.
- Communicated effectively to address guest concerns and enhance overall satisfaction.
- Resolved customer complaints and inquiries in a timely manner.
- Monitored food and beverage levels to satisfy customer needs.
- Encouraged guests to buy additional items such as appetizers, drinks, and desserts.
- Assisted with training of new staff members.
- Memorized menu to help diners make informed meal choices.
- Delivered customer checks and securely processed credit card or cash payments.
- Maintained hygiene by thoroughly cleaning and sanitizing hands and surfaces after each task to optimize food safety and comply with health department regulations.
- Prioritized multiple tasks in dynamic environment and stayed calm and composed.
- Informed kitchen of special dietary needs or requests, delivering personalized meal options.
Server
IHOP
12.2012 - 12.2013
- Served customers at tables, handled money transactions, delivered food, cleaned service area, and answered phone orders.
- Delivered exceptional customer service to enhance guest satisfaction and loyalty.
- Processed customer orders efficiently using point-of-sale systems to improve transaction speed.
- Collaborated with kitchen staff to ensure timely food delivery and order accuracy.
Education
Marine Biology and Zoology -
University Of Hawaii Manoa
Honolulu, HI12-2012
Marine Biology and Zoology -
Glendale Community College
Glendale, AZ12-2012
Clinical Psychology -
Northern Arizona University
Flagstaff, AZ12-2010
High School Diploma -
Radford High School
US01-2009
Skills
- Healthcare administration
- Regulatory compliance
- Practice administration
- Schedule management
- Workflow optimization
- Time management
- Multitasking
- Task prioritization
- Problem solving
- Team leadership
- Organizational skills
- Computer skills
Timeline
Practice Manager
Eyeshine Veterinary
08.2021 - Current
Client Service Representative
Eyeshine Veterinary
08.2021 - 06.2022
EVS Coordinator and Supervisor
Banner University Medical Center Phoenix
12.2017 - 01.2021
Front Receptionist
A Tender Dental Care
01.2017 - 12.2017
Server
Chili's
01.2014 - 12.2016
Server
IHOP
12.2012 - 12.2013
Marine Biology and Zoology -
University Of Hawaii Manoa
Marine Biology and Zoology -
Glendale Community College
Clinical Psychology -
Northern Arizona University
High School Diploma -
Radford High School