Heather Stewart

Mentoring-minded leader who leads with integrity, compassion, and care, encouraging a growth mindset. Reliable source of support and guidance, helping team members to succeed. Proficient at finding and objectively evaluating any possible complications or errors in the work process, and comfortable creating constructive solutions and discussing concerns with management.

Well-suited for customer service and adept at conflict resolution. Experienced in managing, coaching, and providing constructive feedback to staff and fellow co-workers needing training and/or assistance. Proficient at maintaining clear, detailed, and proactive communication with various personalities, departments, cultures, and languages in support of a positive team environment.

Homeschool Teacher and Homemaker - Self

(2020-12 - 2023-08)

• Manage daily household and classroom tasks.
• Research and choose appropriate curriculum to meet children's abilities and grade levels.
• Organize hands-on and experiential instructional activities to supplement textbook instruction to engage and motivate students.
• Proactive planning

Office Supervisor - Compass Health Network

(2023-08 - 2024-04)

• Manage daily operations of three office locations, including primary care and behavioral health
• Supervise a team of ten customer service representatives across the three office locations
• Oversee and enforce compliance with HIPAA, Health Information Management, and Release of Information
• Provide staff with coaching, development, and conduct regular performance reviews (AIMS/SMART Goals)
• Oversee general office duties and tasks for Compass Health Clinical Team at the three locations
• Reconcile drawer transactions daily for four locations
• Audit sliding fee scale applications and financial documentation
• Cross-train fully on all staff responsibilities, and fill in for absent staff as the need arises
• Oversee scheduling, process improvement, change management, triage care, supply purchasing and maintenance

Operation Support Coordinator - Veterans United Home Loans

(2020-01 - 2020-12)

• Managed a significant pipeline of home refinance files, assisting customers through the process while ensuring compliance with policy and regulations.
• Gathered, organized, and input data and documentation into a large volume of accounts, verifying completion in order to schedule loan closings.
• Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Collaborated with operations team to provide excellent customer service and foster positive work environment.

Operations Specialist - Veterans United Home Loans

(2019-10 - 2020-01)

• Coordinated with vendors, customers and internal departments to understand, monitor and communicate changes to workflows.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Evaluated customer needs and feedback to drive product and service improvements.
• Updated account information to maintain customer records.

Disclosure Specialist - Veterans United Home Loans

(2019-07 - 2019-10)

• Managed and maintained high volume re-financing loans, as a special project for the company.
• Worked with loan officers and outside lenders and title companies to quickly and efficiently process loans for customers.

Student Support Assistant - Columbia College

(2016-09 - 2018-10)

• Responded with superior customer service to phone, email, and walk-in requests from students, faculty, and visitors.
• Processed student applications, registration, and payments.
• Coordinated with Academic Advisors on student academic planning and retention outreach.
• Assisted students with registration processes, including book vouchers, assisted registration, financial aid applications, past due collections, and address updates.
• Coached students through course planning and use of school's online teaching platform.
• Provided prospective students with information about the school and programs.
• Coordinated with other campus departments to resolve student issues and requests.
• Nominated by peers to be a member of Staff Association Advisory Council, serving on professional development, health and wellness, and activities subcommittees.

Assistant Manager of Operations Support - The Outsource Group

(2011-01 - 2013-01)

• Enforced HIPAA and FDCPA compliance.
• Performed daily account management and reconciliation as a primary contact for VIP clients with multi-million-dollar account portfolios.
• Developed and simplified processes to improve employee and department productivity.
• Initiated revisions and improvements to the daily workflow.
• Trained and developed team members, and assisted in oversight of the offshore programs training and development process.
• Set goals and introduced incentive programs to boost morale and increase production.
• Assisted in managing approximately 35 team members.
• Conducted interviews and assisted in department hiring decisions.
• Mentored and coached key team members for future advancement.
• Enforced and supported staff achievement in monthly production goals.
• Excellent and comprehensive assessment of client needs.

Operations Support Specialist - The Outsource Group

(2008-07 - 2011-01)

• Completed routine daily functions such as reports and reconciliations in a timely and consistent manner.
• Improved the department by transitioning manual processes into electronic processes for better productivity and efficiency.
• Effectively corresponded with clients and collections to research and resolve problematic accounts on a daily basis.
• Exercised extreme confidentiality and sensitivity to both the client and patient.
• Complied with HIPAA and FDCPA regulations.
• Met deadlines consistently.

AR Collection Representative/Selfpay - The Outsource Group

(2008-01 - 2008-07)

• Provided excellent customer service.
• Updated and maintained patient accounts.
• Maintained knowledge of client policies and procedures.
• Conducted all business in compliance with HIPAA and FDCPA, using extreme confidentiality and sensitivity to both patient and client.

Online coursework toward Bachelor of Science degree. - Human Services - Columbia College

High School Diploma - Sturgeon High School