Joeanna Hayes
Fuquay-Varina
Summary
My objective with any organization is to exercise my experience of more than ten years of customer service, support for the consumer, technical skills, and brand with am experience. I am looking to expand my knowledge as an administrative professional to pursue a career in the workforce environment. I am passionate about creating an experience for the client. To deliver successful results and profitable.
Overview
6
6
years of professional experience
Work History
Senior Administrative Assistant (Contractor)
Lenovo
Morrisville
07.2024 - Current
- Organize and schedule appointments and meetings
- Maintain contact lists
- Produce and distribute correspondence memos, letters, faxes, and forms
- Assist in the preparation of regularly scheduled reports
- Order office supplies
- Book travel arrangements
- Submit and reconcile expense reports
- Provide general support to visitors
- Provide information by answering questions and requests
- Take dictation
- Research and create presentations
- Generate reports-Expenses, Invoices (Concur) Bank Of America Works Tool: P-Card
- Handle multiple projects
- Prepare and monitor invoices
- Develop administrative staff by providing information, educational opportunities, and experiential growth opportunities
- Ensure operation of equipment by completing preventive maintenance requirements, calling for repairs, maintaining equipment inventories, evaluating new equipment and techniques
- Maintain supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies
- Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, participating in professional societies
- Contribute to team effort by accomplishing related results as needed
- Carry out administrative duties such as filing, typing, copying, binding, scanning, etc.
- Organize travel arrangements for senior managers
- Write letters and emails on behalf of other office staff
- Book conference calls, rooms, taxis, couriers, hotels, etc.
- Maintain computer and manual filing systems
- Handle sensitive information in a confidential manner
- Conduct data entry
- Confirm restaurant reservations for senior staff
- Coordinated travel arrangements for executive staff members.
- Supported HR functions such as onboarding new hires or processing employee benefits paperwork.
- Performed research tasks related to departmental projects or initiatives.
- Provided administrative support to senior management team.
- Prepared expense reports for executives using company software programs.
- Developed effective tracking systems to monitor progress on projects with multiple deadlines.
- Handled customer inquiries in a timely fashion while maintaining high standards of customer service.
- Processed invoices and payments through an automated system.
- Conducted interviews with prospective candidates for open positions within the company.
- Created and distributed documents, reports, presentations, and correspondence.
- Assisted with the preparation of budgets and financial statements for upper-level management review.
- Scheduled meetings, appointments, and events for executives.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
Appeals Analyst
Maximus Global Services
North Carolina
03.2024 - 06.2024
- Analyzed and interpreted data for Independent Medical Review, ensuring adherence to state laws, regulations, and client contractual requirements.
- Conducted in-depth fact-finding and analysis for complex adjudication cases, applying established procedures and utilizing reporting tools effectively.
- Delivered research support to leadership by authoring detailed reports and meeting stringent deadlines for case resolutions and task completions.
- Provided guidance and mentorship to production staff, while also handling inquiries from participants in the Independent Medical Review process via phone and email.
Administrative Assistant
UNC SCHOOL OF MEDICINE: DEPARTMENT OF UROLOGY
Raleigh
01.2023 - 05.2024
- Customer focused; and makes the customer and their needs their top priority and goes the extra mile to satisfy their customers. Demonstrates the ability to resolve customer problems
- Technical expertise: understands the technical aspects of one's job.
- May train others using verbal and written communication
- Performs more complex scheduling of providers, staff, facilities, home care and/or patients (involving critical meetings or multiple medical procedures as an example).
- Coordinates meetings, workshops, and other events, including travel, based on predetermined needs.
- Prepares and maintains basic financial records
- Prepares complex forms, reports, presentations and other documents requiring a higher level of proficiency with software. Creates, proofreads or edits correspondence and documents for internal and external circulation based on existing templates.
- Represents UNCHCS with internal and/or external entities in regards to budget, payments, collections, inventory to accomplish organizational goals.
- Serves as a second level of response to customer inquiries and complaints in person, by phone and/or electronic communication. This may include working with third party providers.
Scheduling Coordinator
WakeMed Health System
Raleigh
02.2022 - 08.2022
- Patient scheduling and opposing patient MyChart with most present demographic information.
- Insurance verification and scheduling or rescheduling appointments with providers for new patient or follow up.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Resolved customer inquiries regarding schedule changes or availability of services and products.
- Developed strategies for improving efficiency within the scheduling process.
- Set and confirmed customer appointments.
- Copied and faxed important information for patient and client records.
- Provided reminder calls to clients prior to scheduled visits.
- Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
- Responded to emergency scheduling changes promptly, minimizing disruptions to operations.
- Managed appointment setting, cancellations, and rescheduling for clients, enhancing customer satisfaction.
- Tracked and reported on scheduling errors or issues, implementing corrective actions as needed.
Prior Authorization Representative
CVS Health Caremark
Remote
08.2021 - 02.2022
- Company Overview: NTT Data Contractor
- Audit current coverage and appeal process
- Coverage determination and appeal process
- Prior authorization, Tier exception, Quantity limits exception, and Formulary appeals process
- Case details processed and decision making with knowledge base
- Requests have a coverage determination and redetermination process that's less than 7 days
- Utilizing multiple software systems to complete Medicare appeals case reviews
- Meeting or exceeding government mandated timelines
- Complying with turnaround time, productivity and quality standards
- Conveying resolution to beneficiary or provider via direct communication and professional correspondence
- Acquiring and maintaining basic knowledge of relevant and changing Med D guidance
- NTT Data Contractor
Senior Service Consultant
Wayfair SSC
Remote
10.2020 - 08.2021
- Troubleshooting and resolving customer service inquiries while building a relationship with the customer
- Provided service to customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries, and any other issues that may arise in the order fulfillment process
- Exceeded customer satisfaction, efficiency metrics and issue resolution targets
- Continuously look for areas of improvement and communicate trends in customer calls to leadership as appropriate
- Simultaneously navigate multiple software applications and technologies
- Demonstration of conflict management skills and maintain professional composure
- System usage Global Visibility, Password State, Freight Large Parcel tracking and Small parcel orders
Virtual Administrative Assistant
AnywhereWorks
Portland
04.2019 - 09.2020
- I serve as a virtual role to many fortune 500 companies and also with LEX Reception
- Virtual Receptionist
- Help desk
- Order desk
- Customer Service Agent
- Billing Agent
- Intake Specialist
- Multi task across several different switchboards and systems
- Using my analytical skills for quick processing on calls
- Making sure I direct the caller to the respective department
- Step by step solutions to guarantee accuracy and punctual assistance
- Assure customer service is delivered and required for a good experience
- Using the Amazon Works software, Team Viewer, Adaptive U, Shiftboard, Teleport and CRM
Education
Associate in Business Management -
Strayer University
Garner, NC04.2008
Skills
- Call center
- Technical Support
- Medical office experience
- Medical terminology
- Data entry
- Insurance verification
- Health information management
- Epic
- Operating systems
- Management
- Clerical experience
- Accounting software
- Documentation review
- Network Support
- Social media management
- Software Troubleshooting
- Guest services
- Human Resources Assistant
- Microsoft Office
- Help Desk
- Payroll
- Accounting
- SharePoint
- HIPAA
- Data collection
Additional Information
Successfully managed and trained internship trainees for Department providers., Managed use and decrease of per diem cost by 37%., Payment processing of vendors and inventory for five office locations for clinical staff., Improved moral by 60% by initiating a peer review assessment for each office location. Decrease turnover by 40%., Account management and payment for invoices for more than $95,000., Executed transactions for conferences, events and training sessions for 10 providers for UNC School of Medicine-Department of Urology on a budget of $230,000.
Timeline
Senior Administrative Assistant (Contractor)
Lenovo
07.2024 - Current
Appeals Analyst
Maximus Global Services
03.2024 - 06.2024
Administrative Assistant
UNC SCHOOL OF MEDICINE: DEPARTMENT OF UROLOGY
01.2023 - 05.2024
Scheduling Coordinator
WakeMed Health System
02.2022 - 08.2022
Prior Authorization Representative
CVS Health Caremark
08.2021 - 02.2022
Senior Service Consultant
Wayfair SSC
10.2020 - 08.2021
Virtual Administrative Assistant
AnywhereWorks
04.2019 - 09.2020
Associate in Business Management -
Strayer University