Grace Norman

Management and Leadership Skills: Recognized consistently as a team player. Provides excellent customer service through Microsoft Services. Independently handles patient's emotional and financial concerns.

Independently inputs data and retrieving data using electronic platforms. Data entry of insurance benefits, financial invoices and paid invoices. Calculates and develops financial payment plans for patient out of pocket costs.

Monitors incoming emails and Microsoft Teams as well as screening phone calls. Conducts payment confirmation, patient wait list, balance reminder, and unscheduled treatment calls. Processes payment request and notifies customers of past due financial balances.

Complies and fully understands HIPPA rules and regulations. Expert in Teams, Excel, Word, One Note, Outlook and able to learn multi operating systems. Manages and deposits cash and checks to financial institutions resulting in 100% accountability and balanced financial statements.

Patient Service Coordinator at Howard County Foot and Ankle (2022-05 – Present)

Manages patient financial services and coordination at a foot and ankle medical practice.

• Develops and drafts Excel and Word financial spreadsheets for payment history.
• Developed and implemented financial payment agreement plans.
• Tracks earned revenue and developed trackers for monitoring revenue.
• Handles sensitive information pertaining to patient financial files and personal information.
• Tracking insurance benefits and eligibility payments.
• Conducts and trains in meeting financial obligations to new employees.
• Effectively and strategically planning patient payments, office supplies, sterilization instruments payment vouchers.
• Creates a full and conducive schedule to patients and communicating through emails important information or amendments in a timely manner.

Patient Service Coordinator at Fusion Dental (2021-06 – 2022-05)

Coordinated appointments and finances in a high-volume dental office providing multiple dental services.

• Coordinated appointments and finances in a high-volume dental office that provides the following services: General Dentistry, Pediatrics, Endodontic, Oral Surgery, Orthodontics, and Periodontics.
• Reviews administration and financial spreadsheets for patients and doctors ensuring financial obligations are satisfied in a timely manner.
• Acts as a financial liaison between insurance companies and pharmacies for patients.
• Schedules a full and productive team and customer schedule meeting the needs of doctors, hygienists, assistants, and patients.
• Independently researches data entry of patient's insurance benefits to ensure the most accurate out of pocket cost estimates.
• Monitors all phone calls, mail, and emails the office receives.
• Understands and fully complies with HIPPA and OSHA guidelines and handling sensitive and protected patient information.
• Demonstrates teamwork, passion, and empathy for all patients and fellow colleagues.

Server at Great Sage Expo (2021-07 – 2022-06)

Provided food service and customer service in a restaurant setting.

• Effectively communicated with the kitchen staff to ensure orders are of the highest quality and meet the customer's needs.
• Created and maintained a clean and organized food station that is up to health department standards, and the restaurant's needs.
• Delivered orders to the guests in a quick and efficient manner while ensuring the items are received to the correct guest, and the guest's needs are met.
• Prioritized guest's tickets to ensure they're receiving their meal courses as desired.
• Consistently provided training and ongoing mentorship to new team members.

Lead Store Manager at Bark/Independent Pet Partners (2016-01 – 2021-05)

Managed retail pet store operations, staff, and strategic planning.

• Promoted to Lead Store Manager in 8 months after previous promotion to assistant store manager, coordinated and directed a staff team of over 20 employees.
• Responsible for overseeing all daily store operations, strategic planning of goals and objectives, and tracking daily and quarterly sales.
• Consistently creating new and inventive ways to increase sales, as well as building key relationships in the community with rescue groups and other companies.
• Flexibility with managing other store locations, worked at three locations, managed two of them.
• Attended training/meetings at various locations, a company training retreat in California, as well as leading weekly meetings and conducting quarterly staff meetings.
• Developed new policies to ease company mergers.
• Trained new employees educating on new products and trends in the pet food market, as well as training team on products and pet nutrition.
• Holding myself to the highest standards of performance and proving to be an invaluable asset to the company.

High School Diploma – Hampshire View Private School (2011)