Emilee Otey
Carbondale
Summary
Dynamic professional with a strong background in patient care and customer service. Proven track record in coordinating teams, managing operations, and improving patient satisfaction through effective communication. Proficient in NextGen and Microsoft applications to enhance workflow efficiency.
Overview
24
24
years of professional experience
Work History
Waitress
Bennies Italian Foods
Marion
01.2026 - Current
- Provided excellent customer service in a fast-paced dining environment.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Took orders accurately and communicated special requests to the kitchen.
- Took orders for food and drinks and delivered them to guests.
- Delivered food and drinks promptly to ensure guest satisfaction.
- Checked back with customers throughout meal service to ensure satisfaction.
- Resolved customer complaints professionally to enhance dining experience.
- Developed positive relationships with regular customers through friendly conversation.
- Assisted other wait staff members in times of heavy customer traffic.
- Collaborated with kitchen staff to streamline food preparation and service.
- Maintained cleanliness of tables and dining areas throughout shifts.
- Maintained a clean work station by restocking supplies, wiping down counters.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Handled cash transactions and processed payments efficiently.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Provided accurate change for cash transactions using a cash register system.
- Prepared checks accurately and processed payments promptly.
- Utilized POS system to total meal costs and add taxes for final bill calculation.
- Answered questions about menu items, ingredients, and pricing.
- Refilled beverages during service.
- Bussed tables promptly during busy shifts.
- Organized take-out orders efficiently according to customer requests.
- Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
- Set up tables in between patrons to reduce wait times.
- Refilled condiments and napkin containers during slow periods.
- Garnished dishes and beverages to serve visually appealing menu items.
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Served alcoholic beverages responsibly in accordance with state laws.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Adhered to all health codes set forth by local authorities regarding food preparation and storage.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Participated in team meetings to discuss new menu items or changes in policy.
- Prepared salads, appetizers, and garnishes to assist kitchen staff.
- Assisted in preparing salads, appetizers and desserts to speed up food service.
- Stocked service areas with supplies during slow periods.
- Performed basic math calculations when computing bills for customers' meals.
- Performed additional cleaning duties at the end of each shift.
- Garnished dishes and beverages to serve visually appealing menu items.
- Brought wine selections to tables with appropriate glasses and poured for customers.
Clinic Coordinator
Surgical Affliates Management Group Inc
Carbondale
06.2025 - Current
- Coordinated patient scheduling and appointment confirmations for surgical procedures.
- Managed daily appointment schedules for physicians and other clinical personnel.
- Facilitated communication between patients, surgeons, and administrative staff.
- Responded to inquiries from patients and healthcare providers regarding clinic services and policies.
- Managed medical records including updates and confidentiality compliance.
- Maintained confidentiality of patient health information according to HIPAA guidelines.
- Maintained compliance with healthcare regulations and standards in daily operations.
- Oversaw inventory management of surgical supplies and equipment.
- Monitored inventory levels of supplies and medications to ensure adequate stock on hand at all times.
- Prepared purchase orders for procurement of office supplies or equipment needed by the facility.
- Performed data entry of patient information into electronic medical records system.
- Provided administrative support to clinic staff, such as filing paperwork, maintaining databases, and preparing reports.
- Assisted with various administrative tasks in the clinic, including scheduling appointments and managing patient records. such as making appointments, answering telephone calls and greeting patients.
- Recorded patient medical histories, updated charts, and obtained insurance approvals.
- Directed and escorted patients to treatment areas per appointment plans.
- Arranged for prescribed laboratory tests, specialist referrals and diagnostic procedures.
- Assisted with biopsies, injections and aspirations based on treatment requirements.
- Answered telephone calls from patients seeking advice or assistance with their medical needs.
- Resolved customer complaints or answered customers' questions.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Kept examination rooms and smaller pod areas clean for new patients.
Supervisor of Registration/Scheduling
Orthopaedic Institute of Southern Illinois
Herrin
01.2024 - 06.2025
- Directed and supervised team of 15 employees in daily operations.
- Supervised daily operations and staff at a leading orthopaedic institute.
- Coordinated patient schedules and ensured timely service delivery.
- Trained new staff on protocols and best practices in patient care.
- Facilitated communication between departments to enhance workflow efficiency.
- Conducted performance evaluations and provided constructive feedback to team members.
- Addressed patient concerns promptly to ensure quality service and satisfaction.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Created new strategies for improving customer service standards within the organization.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Streamlined workflow processes, reducing project completion times.
- Developed strategies to improve team performance and productivity.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
Registration
Orthopaedic Institute of Southern Illinois
Herrin
02.2015 - 06.2024
- Greet patients entering the clinic
- Register scheduled patients, verifying all demographic and insurance information, updating as necessary
- Create encounters for patients along with creating billing encounter for the appointment
- Verify insurance coverage using as many as three (3) different websites
- Scanning documents into a batch into the electronic medical record system, including but not limited to, progress notes, operative reports, lab results, radiology reports, physician referrals, and many other items deemed necessary for documenting in patient charts
- Print provider daily schedule(s)
- Retrieved and printed radiology orders, laboratory orders, physical therapy orders, physician referrals, and surgical information for patient appointments.
- Scanning, uploading and saving schedules, radiology orders and patient demographic information onto desktop computer creating file attached to an email
- Creating an email attaching the saved file, encrypting the file and emailing file to referring providers, insurance companies, and outlying clinics
- Adding employers to NextGen database
- Adding pharmacies to NextGen database
- Verifying pre-authorization for MRIs, CTs, and scheduled surgeries
- Point of contact between patient and physician/staff relaying patient questions/concerns to medical staff and informing patients of answers/responses from medical staff
- Resolved patient concerns and complaints, collaborating with supervisors to ensure satisfactory outcomes and improve patient experience.
- Tracked and followed up on unresolved patient complaints, enhancing patient satisfaction through personalized communication and resolution efforts.
- Work with local hospitals and surgery centers providing accurate patient demographic and insurance information for upcoming procedures
- Managed multi-line telephone system, efficiently answering, transferring, and parking calls to ensure timely communication with staff.
- Extremely proficient with medical terminology, understanding medical diagnosis and procedures with ability to communicate with medical staff internal and external as well and patients
- Complete travel vouchers for specific insured patients
- Set up patient portal access for patients
- Obtain records requests from patients, physicians and insurance companies
- Scan, index and upload record requests to our copy service for fulfillment
- Scan, index and upload record requests from Social Security Disability for patients seeking disability status to our copy service for fulfillment
- Electronically/computer fax information to physicians and insurance companies
- Gathering necessary information from patients or referring physicians to schedule appointments
- Schedule consultation and follow-up appointments for all patients in medical setting
- Making telephone calls to patients to pre-register for upcoming appointments as needed for outlying clinics
- Cancel and reschedule appointments for all clinicians, either by telephone, in person or electronically via email
- Enter No Show status for those patients who have missed a scheduled appointment
- Relay information to appropriate staff of those No Show appointments
- Put in alerts in proper patients' electronic chart for VA authorization, including authorized dates, body parts and physician they are authorized to see
- Sort incoming faxes to the clinic routing information to designated recipients
- Mail or email new patient packets to patient for upcoming appointments
- Collecting co-payment from patients
- Maintaining and balancing a cash drawer
- Making up to three(3) daily deposits
- Responsible for using iPad for translation service for hearing impaired and foreign language speaking patients using the Cryacom app
- Order office supplies for the clerical and clinical areas of the clinic
- Stocking office supplies for clerical and clinical areas of the clinic, including cases of copy paper
- Put in alerts for patients who are authorized to be seen under state insurance
- Fax and copy machine maintenance including clearing jams, changing toner, filling with paper
- Processing release of information requests from patients, insurance companies, and other medical providers while ensuring the integrity of the request is valid while following proper HIPAA protocol
- Working coordinator helping register 125-150 orthopedic and Pain Management patients daily
- Performed various administrative tasks to support clinic operations.
- Outpatient healthcare setting specializing in Orthopedic Surgery with twenty (20) physicians and midlevels.
Front Desk- Case Manager
Alternative Healthcare and Wellness Center
02.2021 - 01.2022
- I was the receptionist for two (2) Chiropractors. Duties included:
- Case Management
- Served as Case Manager for two chiropractors, overseeing patient care and documentation.
- Greet patients entering the clinic
- Creating all new patients paper files and electronic health records
- Scheduling all consultation and follow-up appointments
- Pulling all patients files daily
- Balanced money drawer at the open and closing of the business day
- Printed all the massage schedules for the massage therapists for the day
- Scanning documents into the electronic health record such as hipaa forms, demographic sheets, allergies and medicine lists, radiology reports, lab results, physician referrals, and many other items deemed necessary for documenting in patients charts
- Retrieved and printed patient demographic information.
- Posting patient copays and payments to patient accounts
- Putting in all charges for patients the date of service
- Calling all patients to verify appointment for the next day
- Managing online confirmation page and answering patients questions/concerns throughout the day
- Verify insurance coverage as many as two (2) different websites and phone calls to insurance companies directly for eligibility
- Filled out proper insurance verification forms of eligibility for chiropractor and patient to show coverage. Building all insurance in patients electronic health record
- Performing all new patients exams with patients. Putting in all patient history, medications, allergies and the chief complaints before visit
- Performing all re-exams with patients. Making sure all histories were the same or changed, finding out if chiropractic care has been beneficial.
- Getting patient authorizations for patients who had to have prior authorization to be seen by the chiropractor
- Putting in all authorizations for patients and number of visits into electronic health record
- Responsible for getting all MRI orders and calling insurance companies for prior approval if necessary, calling imaging centers to set up MRI appointments for patients
- Made physician referrals to doctors/specialists per chiropractors request, faxed all referral information, demographic information, insurance coverage and doctors notes to the referring physician
Front/Back House Manager
Golden Corral Buffet and Grill
Carbondale
09.2002 - 06.2009
- Oversaw daily operations to ensure smooth restaurant functionality.
- Managed staff scheduling to maintain adequate coverage during peak hours.
- Coordinated training programs for new employees to enhance service quality.
- Implemented health and safety protocols to ensure compliance with regulations.
- Handled customer inquiries effectively and resolved issues to maintain satisfaction.
- Conducted regular team meetings to improve communication and teamwork.
- Collaborated with kitchen staff to streamline food preparation processes.
- Established standards for cleanliness, hygiene, and orderliness throughout the house.
- Offered positive reinforcement and taught life skills regarding chores and cooking techniques.
- Ensured compliance with local health and safety regulations at the residence.
- Assessed daily workloads, scheduled, and planned daily assignments and oversaw numerous projects.
- Monitored supply levels and requested new items to maintain completion of daily cleaning tasks.
- Clarified goals to trainees and expectations required of trainees.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Communicated with maintenance team on damage to repair.
- Delegated work to staff, setting priorities and goals.
- Polished furniture and room accessories to keep all areas bright and fresh.
- Recruited and hired workers, in addition to supervising and monitoring daily performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided staff on performance strategies on strategies to enhance performance and improve customer relations.
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
- Collaborated with multiple departments to maximize workflow and efficiency.
Skills
- Point of Sale
- Menu Knowledge
- Order Management
- Table Service
- Cash Handling
- Alcohol Awareness
- Sales Techniques
- Service Recovery
- Menu Presentation
- Time Management
- Customer Engagement
- Team Collaboration
- Microsoft Word
- Internet navigation
Timeline
Waitress
Bennies Italian Foods
01.2026 - Current
Clinic Coordinator
Surgical Affliates Management Group Inc
06.2025 - Current
Supervisor of Registration/Scheduling
Orthopaedic Institute of Southern Illinois
01.2024 - 06.2025
Front Desk- Case Manager
Alternative Healthcare and Wellness Center
02.2021 - 01.2022
Registration
Orthopaedic Institute of Southern Illinois
02.2015 - 06.2024
Front/Back House Manager
Golden Corral Buffet and Grill
09.2002 - 06.2009