Emily Watkins
Graham
Summary
Dynamic and results-driven professional with extensive experience at Duke Health System, excelling in patient confidentiality and appointment scheduling. Proven ability to enhance patient flow and team collaboration, while effectively managing sensitive information. Recognized for streamlining processes and training new staff, contributing to a positive and efficient healthcare environment.
Overview
18
18
years of professional experience
Work History
Patient Service Associate
Duke Health System
03.2023 - Current
- Promoted a welcoming atmosphere by greeting patients upon arrival, quickly addressing their needs, and answering questions clearly.
- Assisted patients with insurance verification, ensuring accurate billing and prompt payment processing.
- Maintained confidentiality by properly handling sensitive patient information in accordance with HIPAA guidelines.
- Contributed to a positive work environment by effectively collaborating with medical staff and other departments.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Facilitated communication between patients and various departments and staff.
- Head trainer for new staff and onboarding specialist
- Followed document protocols to safeguard confidentiality of patient records.
Assistant General Manager
Smithfields Chicken N Bbq
10.2018 - 01.2023
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
Operations Manager
Babies "R" Us
04.2014 - 10.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Assisted in recruiting, hiring and training of team members.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
General Manager
Cracker Barrell Old Country Store
06.2007 - 10.2018
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Kept restaurant compliant with all federal, state, and local hygiene and food safety regulations.
- Optimized table turnover rates by training staff on efficient service techniques and refining seating arrangements for peak hours.
- Evaluated employee performance using established metrics during regular evaluations, identifying opportunities for professional growth or necessary corrective action when warranted.
Education
High School Diploma -
Eastern Alamance High School
Mebane, NC06-2005
Skills
- Patient confidentiality
- Insurance verification
- Appointment scheduling
- Professionalism and etiquette
- Medical records management
- Medical terminology
- Calm and effective under pressure
- Teamwork and collaboration
- Time management
Timeline
Patient Service Associate
Duke Health System
03.2023 - Current
Assistant General Manager
Smithfields Chicken N Bbq
10.2018 - 01.2023
Operations Manager
Babies "R" Us
04.2014 - 10.2018
General Manager
Cracker Barrell Old Country Store
06.2007 - 10.2018
High School Diploma -
Eastern Alamance High School
Similar Profiles
Karen L. GraceKaren L. Grace
Assistant Research Practice Manager at Wake County Community Research Program, Duke Cancer Institute Duke University Health SystemAssistant Research Practice Manager at Wake County Community Research Program, Duke Cancer Institute Duke University Health System
John WilhelmJohn Wilhelm
Nuclear Medicine Technologist at Duke Health SystemNuclear Medicine Technologist at Duke Health System
Marlene BaileyMarlene Bailey
LPN Panel Manager at Duke Health SystemLPN Panel Manager at Duke Health System