Tottianna Wastak
Joliet
Summary
Dedicated professional with over five years of experience in customer service and healthcare, demonstrating a strong commitment to patient care and satisfaction. Proven ability to interact respectfully and professionally with patients and colleagues, fostering a positive environment. Recognized for punctuality, politeness, and a strong work ethic, consistently striving to exceed expectations in all interactions. Passionate about delivering exceptional service and contributing to the overall success of the team.
Overview
11
11
years of professional experience
Work History
Operations Manager
Westside Children's Therapy
10.2022 - Current
- Streamlines operational workflows, enhancing service delivery efficiency.
- Leads cross-functional teams to implement process improvements and optimize resource allocation.
- Developes training programs for staff, fostering professional growth and skill enhancement.
- Analyzes performance metrics to identify areas for operational improvement and increase productivity.
- Coordinates with interdisciplinary teams to ensure compliance with industry regulations and standards.
- Manage inventory systems, improving accuracy in order fulfillment and reducing discrepancies.
- Supervise operations staff and kept employees compliant with company policies and procedures.
- Analyzes and reported on key performance metrics to senior management.
- Oversees facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
Patient Service Representative
Westside Children's Therapy
08.2021 - 10.2022
- Managed patient inquiries and resolved issues efficiently to enhance customer satisfaction.
- Scheduled patient appointments using electronic health record systems, ensuring accurate information management.
- Collaborated with providers to streamline communication and improve patient service workflows.
- Trained new staff on office procedures and best practices for delivering exceptional patient care.
- Led initiatives to enhance data accuracy in patient records, ensuring compliance with regulatory standards.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
Patient Care Coordinator
Physicians Immediate Care
06.2018 - Current
- Facilitated patient intake processes, ensuring accurate data collection and documentation.
- Coordinated patient appointments and managed scheduling for optimal clinic efficiency.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
Lead Scheduler
DuPage Medical Group
05.2019 - 08.2021
- Utilized advanced scheduling software to manage complex calendars, ensuring compliance with regulatory requirements.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Improved project efficiency by developing and implementing comprehensive scheduling plans.
- Managed change requests effectively, minimizing impacts on established schedules while accommodating evolving client needs.
- Enhanced team productivity with regular progress tracking and schedule adjustments based on real-time data analysis.
- Resolved scheduling conflicts diplomatically, balancing the needs of multiple stakeholders while maintaining focus on overall project objectives.
Customer Service Representative
VITAS Healthcare
02.2017 - 06.2018
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Assisted patients and families with healthcare navigation, providing empathetic support.
- Documented interactions accurately in CRM system, maintaining compliance with regulations.
- Trained new team members on service protocols and effective communication techniques.
- Analyzed customer feedback to identify areas for improvement and drive strategic changes for drivers' routes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Home Health Aide
Abcor Home Health, Inc.
05.2016 - 01.2017
- Provided compassionate personal care, assisting with daily living activities to enhance patient comfort and dignity.
- Collaborated with healthcare team to develop and implement individualized care plans, improving patient outcomes.
- Administered medications and monitored vital signs, ensuring adherence to prescribed health plans and protocols.
- Documented patient progress and communicated changes in condition to medical professionals for timely interventions.
- Enhanced quality of life through engaging patients in social and recreational activities tailored to individual interests.
Customer Service Representative
Xerox
12.2014 - 10.2016
- Analyzed customer feedback to identify areas for improvement and drive strategic changes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High school diploma -
Joliet Central High School
Joliet, IL01.2012
Skills
- Process optimization
- Inventory management
- Performance analysis
- Cross-functional leadership
- Staff training and development
- Compliance coordination
- Scheduling efficiency
- Data documentation
- Appointment coordination
- Key performance indicators (KPI) tracking
- Customer relationship management (CRM)
- Equipment maintenance oversight
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Staff training
- Employee relations and conflict resolution
- Operations oversight
- Staff management
- Staff development
- MS office
- Workflow optimization
- Client relations
Accomplishments
Recently promoted to Dual Site Operations manager, now overseeing two sites.
Languages
English
Full Professional
Timeline
Operations Manager
Westside Children's Therapy
10.2022 - Current
Patient Service Representative
Westside Children's Therapy
08.2021 - 10.2022
Lead Scheduler
DuPage Medical Group
05.2019 - 08.2021
Patient Care Coordinator
Physicians Immediate Care
06.2018 - Current
Customer Service Representative
VITAS Healthcare
02.2017 - 06.2018
Home Health Aide
Abcor Home Health, Inc.
05.2016 - 01.2017
Customer Service Representative
Xerox
12.2014 - 10.2016
High school diploma -
Joliet Central High School