Aleighsha Edwards
New Castle
Summary
Healthcare operations leader committed to enhancing patient satisfaction and operational efficiency. Successfully managed high-volume communications and resolved escalated concerns, fostering a collaborative environment that drives team performance and service excellence.
Overview
17
17
years of professional experience
Work History
Clinical Floor Supervisor
Westside Family Health
01.2024 - 09.2025
- Supervised and coached a team of 14 Medical Assistants and clinical staff.
- Oversaw daily clinical operations, enhancing patient experiences through effective service delivery.
- Addressed complex patient concerns and service issues as escalation point, ensuring timely resolutions.
- Led orientation, training, and onboarding for staff, fostering skill development and performance management.
- Educated patients regarding services, insurance requirements, healthcare programs, and resources.
- Managed high-volume phone calls, electronic communications, and patient inquiries.
Practice Manager
Crozer Health
01.2018 - 01.2024
- Managed high-volume patient communications, ensuring timely responses to phone calls, scheduling, billing inquiries, and insurance questions.
- Directed daily operations and managed a team of 12 employees.
- Resolved escalated concerns, upholding exceptional customer service standards to enhance patient satisfaction.
- Educated patients on insurance coverage, referrals, authorizations, and healthcare services to facilitate informed decision-making.
- Recruited, hired, trained, and coached staff while improving operational performance.
Clinical Coordinator
Crozer Health
01.2017 - 01.2018
- Supervised eight staff members in high-volume OB/GYN practice, ensuring optimal team performance and patient care.
- Managed patient inquiries and coordinated care as primary contact, facilitating seamless communication and support.
- Maintained documentation and coordinated communications across providers and hospitals to enhance care continuity.
- Assisted patients with scheduling, referrals, authorizations, and service questions.
- Managed incoming patient calls and inquiries effectively.
Medical Assistant
Crozer Health
01.2015 - 01.2017
- Assisted healthcare providers with patient examinations and procedures.
- Provided direct patient support and scheduling assistance, ensuring accurate insurance documentation and high-quality customer service.
- Scheduled appointments and coordinated patient referrals efficiently.
- Answered phones and scheduled appointments while managing patient flow and welcoming visitors professionally.
- Managed patient records using electronic health record systems.
Program Specialist
Elwyn
01.2009 - 01.2016
- Facilitated communication between residents, families, and community partners to advocate for needs and provide support.
Education
Coursework Completed - Health Administration
University of Phoenix
Medical Assistant Diploma -
Star Technical Institute
Skills
- Customer service excellence
- High-volume call handling
- Inbound and outbound calls
- Member support
- Benefits education
- Escalation resolution
- Team leadership
- Staff supervision
- Performance management
- Training and coaching
- Workflow optimization
- Healthcare operations
- Recruitment and onboarding
- Compliance and quality assurance
- CRM and EHR systems
- Microsoft Office Suite
- Workforce scheduling
- Data reporting
- Patient relations
- Conflict resolution
- Problem solving
- Case documentation
- Multi-line phone systems
- Cross-functional collaboration
Timeline
Clinical Floor Supervisor
Westside Family Health
01.2024 - 09.2025
Practice Manager
Crozer Health
01.2018 - 01.2024
Clinical Coordinator
Crozer Health
01.2017 - 01.2018
Medical Assistant
Crozer Health
01.2015 - 01.2017
Program Specialist
Elwyn
01.2009 - 01.2016
Coursework Completed - Health Administration
University of Phoenix
Medical Assistant Diploma -
Star Technical Institute