ANDREA G. RITTER
Lawrenceville,GA
Summary
Responsible for overseeing the effective management and daily operations of the departments. This includes evaluating performance, implementing operational improvements, and ensuring high-quality patient care. Provides leadership and directions for the department's managers or coordinators. Monitor daily operations and makes necessary adjustments to enhance service levels. Identifies departmental needs and develops strategic goals, objectives, and policies to support the departmental operation wide initiatives.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Regional Front Office Manager
Alliance Spine and Pain Centers
Lawrenceville, GA
11.2001 - Current
- Maintain high-quality service through empathetic, personalized, and efficient customer interactions
- Engage with customers through telephone, written correspondence, and electronic communication channels to provide updates and gather necessary information
- Train and monitor front office staff with daily workflow, ensuring all daily tasks are completed
- Prioritize work efficiently in a fast-paced office clinic using task-driven system
- Troubleshoot workflow and process problems and recognizes trends
- Recommends solutions
- Ensure understanding of policies, products, and services to promote customer understanding
- Utilized multitasking and organization skills to handle a high volume of patient contacts in a time-sensitive environment
- Achieved or exceeded key performance metrics in service quality and resolution timeframes
- Arranges and ensures compliance for daily front office duties
- Act as point of contact for Call Outs and PTO approvals
- Train and monitor staff with daily workflow, ensuring tasks are completed
- Conducts initial job interviews for clinic and provide recommendations for hire
- Conducts 45and 90 day annual performance reviews in conjunction with the Regional Administrator(s)
Surgical Coordinator Lead
Alliance Spine & Pain Centers
Lawrenceville, GA
05.2019 - 11.2021
- Managed a diverse caseload while adhering to deadlines and providing quality service
- Leveraged analytical skills to identify solutions for complex patient scenarios
- Acted as first defense when orders come from clinic to determine if claims are payable
- Investigated and evaluated claims to determine coverage, liability, and damages in alignment with policies and insurance regulations
- Worked with Regional Admin and Providers to balance schedule for problems or improvement
- Created and monitor all ASC appointments
- Strived to consistently achieve and exceed bogey targets set by management
- Assisted clients in understanding insurance policy coverage and claims processes
- Documented patient’s information accurately and ensured compliance with regulatory standards
Patient Advocate
Alliance Spine and Pain Centers
Lawrenceville, GA
03.2018 - 05.2019
- Assisted patients in resolving inquiries and concerns, providing a positive and empathetic customer experience
- Delivered clear and detailed explanations of policies, products, and services to support informed decision-making
- Demonstrated resourcefulness and accountability by independently managing a high caseload and ensuring resolution within time-sensitive deadlines
- Multitasked across multiple technical platforms to address customer needs efficiently
- Interact with patients, insurance agents, and other providers to gather essential information and provide updates on patient medical status
- Documented patient’s records and policy details accurately, applying critical thinking to analyze coverage and determine next steps
- Manage work efficiently in a task-driven environment, ensuring accurate documentation and compliance with regulatory standards
- Experience handling 100+ calls a day in fast paced business environment
- Experience working in Interventional Pain Management
Senior Sales Account Manager
Live Enterprise
Atlanta, GA
01.2017 - 03.2018
- Managed complex sales cycles, navigating internal hurdles to close deals successfully
- Identified potential customers and initiate contact through various channels (phone, email, in person)
- Presented, promoted and sold products/services to meet customer needs and objectives
- Developed and delivered sales pitches, product demonstrations, and presentations tailored to audience
- Expand client base through targeted outreach and networking
- Track customer interactions and sales activities
- Prepared and submitted sales reports and other required documents
- Demonstrated strong verbal and written communication
- Prioritized and managed multiple accounts or leads efficiently
Education
Some College (No Degree) - Early Childhood Education
Alabama State University
Montgomery, ALSkills
- Assumes responsibilities for projects and issues as assigned by Providers and Directors of Clinics
- Monitor and controls the operational budget and is responsible for the achievement of capital and operating budget objective
- Assign the department and develop departmental goals, objectives, policies, and procedures that meet the needs and promote the accomplishment of the department
- Has authority to hire, terminate and or take disciplinary action
- Evaluate daily activities and make operational changes as necessary to improve service level
- Work prioritization and task management
- Assign personnel to assure that the department is staffed with individuals who reflect the behavior and performance within the mission and value statement
- Cooperative Solution Development
Certification
- Certified Microsoft Office Specialist
- Administrative Assistant Certified
- Certified Nursing Assistant
- Certified Home Health Aide
References
Available upon request
Additional Qualifications
- Skilled in conflict de-escalation and personalized support delivery
- Excellent verbal and written communication skills
- Proven effective empathy with the ability to assess difficult and emotional conversation
- Demonstrate strong critical thinking and decision making
- Strong organizational and time management abilities
- Strong ability to multi-task
Timeline
Surgical Coordinator Lead
Alliance Spine & Pain Centers
05.2019 - 11.2021
Patient Advocate
Alliance Spine and Pain Centers
03.2018 - 05.2019
Senior Sales Account Manager
Live Enterprise
01.2017 - 03.2018
Regional Front Office Manager
Alliance Spine and Pain Centers
11.2001 - Current
Some College (No Degree) - Early Childhood Education
Alabama State University
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