Tawanda Ross
Florence
Summary
Versatile and results-oriented, I excelled at Hope-Health by leveraging strong interpersonal skills and attention to detail to enhance patient satisfaction and streamline office operations. Expert in conflict resolution and patient scheduling management, I led teams to improve service delivery by fostering a culture of continuous improvement and empathy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Medical Office Manager
Hope-Health
09.2018 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Addressed and remedied all patient or team member issues.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal
- Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
- Managed employees with various personalities and from different cultures.
Customer Service Representative
Assurant Specialty Property
02.2013 - 09.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
West Florence High School
Florence, SCCertificate - Medical Assistant
Florence-Darlington Technical College
Florence, SCSkills
- Strong work ethic
- Effective multitasking
- Professional telephone etiquette
- Conflict resolution
- Patient scheduling management
- Patient demographics
- Attention to detail
- Insurance eligibility and verification
- Staff scheduling
- Patient check-in
- Team leadership
- Effective communication techniques
- Patient registration
- Critical thinking
- Organizational skills development
- Patient needs assessment
- Team supervision
- Time management mastery
- Team leadership and motivation
- Performance evaluation experience
- Continuous process improvement
- Strong interpersonal skills
- Performance data review
- Time management
Certification
Certificate in Executive Management.
Timeline
Medical Office Manager
Hope-Health
09.2018 - Current
Customer Service Representative
Assurant Specialty Property
02.2013 - 09.2018
High School Diploma -
West Florence High School
Certificate - Medical Assistant
Florence-Darlington Technical College
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