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Summary

Personable Account Manager successful at building strong professional relationships. Experienced in successfully selling a boutique brand into independent retailers. Excellent time management skills. Proficient with CRM systems, sales analysis and reporting.

Skills

Professional

Business Development

Leadership Skills

Customer Service

Proactive Communication

Conflict Resolution

IT/CRM Managment

Autonomous

Public Speaking

 

Personal

Motivated

Articulate

Excellent Listener

Problem Solver

Adaptable

Experience
Agency Owner
April 2018 to Current
Ashley & Co Australia Neutral Bay, NSW

Service current clients in both the retail and commercial sector

Improve sales with current stockists by improving product merchandising and staff knowledge

Establish new stockists relationships

Identify hospitality opportunities

Director
January 2017 to May 2019
GDK Construction Melbourne, Victoria

Manage project schedules and budgets

Liase with clients on interiors decisions

Generating work by meeting with both Architects and potential clients

Working to match client briefs with budgets and manage expectations

Maintain supplier relationships and costings

Project Consultant
May 2018 to November 2018
Archiblox Burnley, VIC

Manage all web and phone enquiries

Qualify potential clients based on budget and property suitability

Ability to convert sales with a complete knowledge of both traditional and prefab building methods

Manage the project from initial enquiry through the concept and Architectural stage. Build a strong relationship to retain clients into the building stage.

Manager Customer Services
June 2017 to December 2017
Zagame Automotive Group Richmond, VIC

Design and implement a holistic sales approach for Audi clients

Work with the onsite service team to capture sales from existing Audi clients

Create a VIP sales experience

Identify and convert potential sales through existing data base

Sales Account Manager
January 2012 to February 2017
Armadillo & Co Richmond, VIC

Significantly increased wholesale sales in VIC, TAS and NZ over 5 years

Established the first Melbourne showroom

Established and maintained a market in NZ

Managed A & D sales and relationships

Held information evenings educating clients on Interior Design principles (rug specific) at stockists

Updated client knowledge with regular training sessions

Developed conflict resolution strategies with both clients and end users

Maintained the highest level of customer service

Met quarterly KPI's

Identified, followed up and converted appropriate leads obtained from trade events

Carefully selected retail partners based on the company's brand criteria

Scheduled regular visits to retail partners to help implement creative merchandising techniques and strategies

Monitored and utilised production schedules

Project Coordinator
July 2007 to October 2011
CNC Woodworks Tullamarine, VIC

Managed project budgets up to $2m

Monitored costs, timescales and resources used to achieve projects delivered on time and on budget

Liaised with Architects and Builders on contract negotiations and interpretations

Read Architectural plans and drawings

Ran quality control inspections

Ensured a team of tradesmen adhered to quality expectations

Practice Manager
September 2004 to June 2007
Skinovate Essendon and Prahran, VIC

Oversaw operations at 2 medical clinics

Helped create a brand identity for the clinics

Recruited clinic staff

Ensured IT systems operated smoothly between both clinics

Managed conflict resolution with patients

Managed doctor schedules

Maintained the servicing of all laser equipment 

Attended conferences to procure future treatments and procedures that could be implemented

Education and Training
Diploma : Art Therapy, 2010 Phoenix Institute VIC

Emphasis in counselling

Ability to facilitate Art workshops with a healing outcome

Focus in understanding the human psyche 

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Professional Summary
I am a goal driven, ambitious critical thinker. I thrive in developing new strategies and implementing new ideas for any project I'm involved with. My skill sets include sales, management, critical thinking, versatility and customer relations. Utilizing these skills will be a useful tool in increasing the efficiency of day-to-day operations.
Education
Bachelor of Science: Minor in Chemistry, 2015
Indiana University -
GPA 3.577
  • Emphasis in Biology
  • Emphasis in Research
  • National Honors Society
  • Dean's List
  • Chancellor's List
Work History
Pathology Practice Manager , 06/2016 to Current
APS Medical Billing Toledo, Ohio
  • Supervise setup team to transition and administer revenue, patient accounts, and long term business 
  • Assign goals, tasks, and benchmarks to IT, Credentialing, Coding, and Insurance departments
  • Monitor gross charges and payments on a daily, weekly, and monthly basis
  • Integrate interface logic for business specifics and government laws
  • Manage 17 Pathology /Radiology labs
  • Update fee schedules to new Medicare allowable rates and manipulate bill cycles based on client guidelines 
  • Follow-up with current clients to make sure all expectations are exceeded. 
  • Consult with all 17 Physicians and Pathology / Radiology lab contacts to go over EOM books and business strategy changes
Sales Administrator, 10/2015 to 06/2016
Neaton Auto Products - Honda Administrator Eaton, Ohio
  • Devise mass production and service quotes for new Honda models
  • Negotiate pricing and part quantities to the buyer
  • Travel to buyer locations to pitch marketing strategies
  • Coordinated sales team to meet and exceed sales quotas and requirements
  • Prepare and present sales cost down and pricing to new clients
Critical Care Cardiac Monitor Technician, 06/2012 to 10/2015
Reid Hospital
  • Monitor ECG, BP, SPO2, and C02 data
  • Analyze and diagnose dysrhythmias
  • Measure QRS complexes, QT, PR, and ST segments
  • Report to Primary Care Physician
Skills

CAD (1+ Yrs)

Blueprint Reading (1+ Yrs)


Microsoft Office

Statistical Forecast Projecting (2+ Yrs)


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Professional Summary
Health Care Business professional with 29 years of experience in health care specializing in maximizing bottom line performance through optimizing staff management, accurate billing and coding polices, improving customer service experience and cost control practices.
Education
MBA, Business Management/Health Care Management 2016 Capella University Minneapolis, MN, USA Graduate with Distinction
Skills
  • Electronic billing and coding
  • Revenue cycle management
  • Hiring and managing staff
  • Resource allocation and management
  • Operations planning and management
  • Marketing campaigns
  • QA and process improvement
  • Government and legal compliance
Professional Experience
Practice Manager Aug 2016 to Jan 2017
Atlanta Pediatric Partners Atlanta, GA
  • Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.
  • Evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
  • Organized,  led and prepared reports for weekly personnel meetings with staff members and physicians.
  • Observed strict confidentiality and safeguarded all patient-related information.
  • Planned, supervised and provided workflow assignments for front office, nursing staff, and outsourced service providers Managed 9 direct report employees.
  • Served as liaison between management, clinical staff and the physicians. Directed improved work methods and procedures to achieve the practice's objectives.
  • Reviewed and approved time cards for payroll processing.
Practice Billing Manager Feb 2013 to Aug 2016
Signature Women's Healthcare Lawrenceville, GA
  • Managed and oversaw monthly physician surgery schedule.
  • Ensured authorizations and patient liability was determined prior to services.
  • Established effective communications that garnered payment of patient liability amounts prior to delivery and/or surgical procedures.
  • Managed processes that ensured daily charges were correctly coded, captured and submitted for electronic submission.
  • Maintained 100% accuracy rate of daily charge entry, reducing EDI rejections and billing errors.
Consultant Dec 2004 to Jan 2013
The Jones Group Inc Riverdale, GA
  • Analyzed operations and made recommendations for process improvement.  Implemented best practices that increased staff efficiency, confidence and quality patient experience.
  • Managed AR Revenue Cycle by reviewing billing procedures including medical coding, charge entry, EDI rejections, claims follow up, appealing denials, challenging refund requests from insurance carriers and verifying patient balances.
  • Developed brand, CSR and marketing plan to establish industry footprint and increase community presence.
  • Established financial benchmarks and budgets that minimized waste and increased general profits.
  • Streamlined processes that improved efficiency, increasing output and daily productivity.
  • Developed policies that improved communication within practice and with patients.
  • Transitioned practice from manual to EHR system improving service quality and patient outcomes.
  • Audited medical documentation to ensure compliance with CMS regulations.
  • Developed billing policies and procedures that increased revenue and reduced average days in AR.
  • Increased revenue by collecting denied and aged claims.
  • Developed and implemented financial policies that improved point of service receivables.
Office Manager Feb 2001 to Dec 2004
Georgia Center for Female Health Norcross, GA
  • Carefully selected, trained and retained qualified staff.
  • Created annual goals, objectives and budget and made recommendations to reduce costs.
  • Evaluated patient care procedural changes for effectiveness.
  • Directed the installation of improved work methods and procedures to achieve the practice's objectives.
  • Actively maintained up-to-date knowledge of state and Federal billing and coding protocols and regulations.
  • Diligently monitored the QA to improve performance and maintain high standards of care.
  • Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
  • Established and maintained positive relationships with patients and other area health care providers and physicians.
  • Organized and led monthly personnel meetings with team members.
  • Developed and managed budget and revenue expectations while actively seeking ways to eliminate or reduce expenses.
  • Observed strict confidentiality and safeguarded all patient-related information.
  • Reviewed and approved time cards for payroll processing.

Certifications
CPC (Certified Professional Coder) 3/2009 to 3/2017
Member #:  01009775
AAPC
Awards
Delta Mu Delta 2015 to present
International Business Honor Society
Capella Unviersity
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Professional Summary
Skilled Practice Manager offering over 18 years' progressive clinical experience. Self-directed and proactive with demonstrated track record of success.
Languages
Bilingual in Spanish and English
Skills
  • Adept multi-tasker
  • Strategic planning
  • Leadership experience
  • Decision-making ability
  • Strong clinical judgment
  • Successfully directs staff meetings
  • Patient/family focused
  • Patient and family advocacy
  • Office management professional
  • Excellent verbal communication
  • Excellent problem solver
  • Palliative care awareness
  • Preceptor
  • Medical laboratory procedures professional
  • Professional bedside manner
Work History
Practice Manager, 05/2016 to Current
Tufts Medical Center Boston, Massachusetts, United States
  • Manage a 2 floor busy General and surgical Dermatology Department that currently employs 34 support staff and 10 clinicians.
  • Helped earn the department 90% Patient Satisfaction ratings on Press Ganey Scores by improving flow of clinics, establishing better telephone tree system, leading quality improvement groups, recreating provider templates.
  • Established operational objectives and work plans delegating assignments to medical office staff.
  • Confidently managed the overall operation of nursing services and patient care, including financial management, quality assurance, patient care, safety risk management, teammate satisfaction, quality index scores and facility maintenance.
  • Educated staff on state rules and regulations governing healthcare organizations.
  • Coordinate daily administrative and clinical schedules to ensure availability of appropriate clinical and support staff for high quality patient care.
  • Developed a system of staff communication that ensured proper administrative and clinical coverage to render all patient care needs throughout the day.
  • Facilitated an patient centered assessment of patient needs and implemented changes based on common comments/complaints.
  • Investigated issues relating to patient care or conditions that might hinder providing excellent patient care.
  • Led the department staff and providers in producing a patient centered plan that focused on all aspects of facility operations, including setting priorities and job assignments.
  • Encouraged creative thinking, problem solving, and empowerment as part of the incentive to improve morale and teamwork.
  • Closely collaborated with clinical team and providers to make necessary improvements and satisfy patient needs.
  • Monitored Infection Control and Critical Incidents, Risk Management and Quality Improvement plans.
  • Created and maintained computerized record management systems to record and process data and generate reports.


Surgical Nurse, 12/2013 to Current
Tufts Medical Center Boston, MA
  • Nurse for Mohs surgery unit.
  • Tasks include pre-operative scans and paperwork, vital signs, administration of any preventative medication, draw up anesthetic which will be utilized by surgeon, prepare patient for procedure, assist during surgery using complete sterile format, monitor health changes, apply proper dressings on operative site as post-op care, keep records on patient health, assist in cosmetic procedures, and provide emotional support for patients and their families, and other duties needed.
Licensed Practical Nurse, 04/2010 to 10/2013
Brigham and Women's Hospital Boston, MA
  • Accountable and responsible for providing direct and indirect patient care in pediatrics and adult medicine in an ambulatory setting as well as other areas in the health center as assigned.
  • Duties included nursing treatments and procedures, telephone triage, administer medications, provide basic health maintenance teaching to patient and families, documentation, participate in outreach activities, assist in patient flow according to scheduled patients, assist providers during examinations, participate in activities related to Patient Centered Medical Home as assigned, vaccine ordering and management as required by DPH, and other duties delegated under the direction of the Registered Nurse.
Medical Assistant Instructor, 05/2009 to 07/2012
Lincoln Technical Institute Somerville, MA
  • Responsible for plan, prepare and deliver quality classroom instruction in lecture and/or laboratory formats based on the approved curricula, Maintain a professional attitude and appearance at all times, Communicate, support and enforce school policies and procedures; advise students accordingly.
  • Advise students on attendance, grades and discipline issues as necessary, Complete, in a timely and accurate manner, all required forms such as those related to attendance, grade reports, mid-term reports, student advising forms and all other assigned educational materials, Provide students with academic support, tutoring, and skills enhancement as necessary pertaining to training.
Medical Assistant Instructor, 01/2007 to 01/2009
Everest Institute Chelsea, MA
  • Position required that all instructors maintain a teaching assignment for class.
  • Plan and follow course instruction based upon approved syllabus/outline provided, to assure course content and objectives are met.
  • Distribute and follow class calendar, utilize a variety of teaching styles and methods to accommodate diverse learning styles of students.
  • Design, administer and grade examinations to assess achievement of course objectives as identified in the syllabus.
  • Actively work to maintain retention in all classes taught by maintaining accurate attendance records daily, calling students who are absent, and recording absentee information rosters after each class.
Medical / Surgical Senior Assistant, 01/2004 to 01/2007
Phyllis N. Spieler, M.D
  • Hold a position of a senior assistant for a single physician practice.
  • Duties include patient triage, chief complaints, vital signs, ekg, appropriate sterile set up and assistance for procedure required.
  • Knowledge and sterilization of instruments that are used and needed with procedure.
  • Give patient care instructions as well as answer patient questions.
  • Administer injections, maintain patient charts up to date with current information, answer prescription requests and phone into pharmacy needed, review labs reports, schedule appointments as needed by referral, supervise the daily flow of patients, as well as work side by side with physician for other tasks as needed.
Surgical Technician / Medical Assistant, 01/2004 to 01/2004
Alternative Solutions
  • Medical technician in a very fast paced dermatology office.
  • Responsibilities included patient check in and chief complaints, assist in surgical and cosmetic surgeries and procedures, maintain sterile areas and responsible for setting up for sterile procedures, assist in sterile cosmetic surgeries, suture cutting and proper wound care instructions, dispose of all disposable and sharps, autoclaving, keep accurate medical records, request pathology reports and other labs as needed as well triage telephone calls, maintain patient flow, request referrals, and schedule appointments.
Medical Receptionist, 01/2004 to 01/2004
Alternative Solutions
  • Medical receptionist for a private physician specializing in sleep disorders as well as a routine healthcare professional.
  • Job tasks included answering telephones, message taking, patient co-pay collections, faxing, calling in prescriptions, patient referrals, insurance updates, maintaining and balancing a daily log sheet, appointment scheduling and confirmation as well as some medical assistant responsibilities.
Medical Assistant, 01/2004 to 01/2004
Alternative Solutions
  • Worked in busy pulmonary specialty office as a medical assistant.
  • Responsibilities included all vital signs, ekg, phlebotomy, administer injections, maintain current lab results, holter monitor, PFT, nebulizer treatments, prescriptions refills, telephone triage, medication administration training, minor surgery assist, suture removal, finger sticks, as well as appointment scheduling and other duties as need required.
Medical Assistant, 01/2001 to 01/2003
Massachusetts General Hospital
  • Work in fast paced adolescent/pediatric practice as medical assistant.
  • Job duties included weight, height, blood pressure, temperature, chief complaints, proper chart documentation, assist physicians with cpx, minor surgery assist, suture removal, blood drawing, urinalysis, catherization, patient education, lab results follow ups, and other duties as required.
Medical Assistant, 01/2000 to 01/2002
Primary Care Family Center
  • Duties included weight, height, blood pressure, hearing/vision screening, urinalysis, pregnancy test, administer injections, blood drawing, throat culture, finger sticks, minor surgery assist, suture removal, autoclaving, H-pylori, cholesterol, and glycohemoglobin screenings, stress testing, ekg, telephone triage, prescription call in, and other tasks needed.
Medical Assistant, 01/1999 to 01/2000
425 Medical Associates
  • Part of a very busy family practice health care team.
  • Job requirements included height, weight, blood pressure, blood drawing, administer injections, telephone triage, assist physician with cpx, throat culture, pap smear set up, keep patient chart up to date, and all other duties as needed.
Education
Diploma: LPN, 2010
Shawsheen Valley School of Nursing - Billerica, MA

Certificate : Medical Assistant, 1999
Bryman Institute - Brighton, MA
Medical Assistant
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EDUCATION

MASTER OF HEALTH ADMINISTRATION: GERONTOLOGY 2014

University Of Phoenix, Phoenix, AZ, US

BACHELOR OF SCIENCE: FINANCE 2003

DePaul University, Chicago, IL, US 

SKILL HIGHLIGHTS
  • Ability to work on multiple projects and prioritize the workload.
  • Workflow Analysis/Strategic Planning.
  • Reporting/Budgeting.
  • Fully committed to providing the highest possible standards of customer service and support. 
  • Skilled communicator who consistently motivates staff to provide total quality service to clients.
  • Supportive team player and leader; committed and responsible.
  •  Program management.
  • Bilingual in English and Spanish. 



PROFESSIONAL EXPERIENCE
Practice Manager, Current
PRIMECARE COMMUNITY HEALTH Chicago, IL
  • Successfully manage a residency clinic program with 18 resident physicians, 6 physicians, 5 mid levels, and 12 support staff.
  • Creates templates/schedules for all providers at the clinic and makes any necessary adjustments based on schedule changes.
  • Meets with physician's and staff to ensure clinical and administrative policies were followed for compliance and better quality of care.
  • Responsible for overseeing staff recruitment, training, supervision, and addressed employee issues with confidentiality.
  • Work closely with billing to monitor charges and payments and conduct timely and accurate cash management duties, including overseeing the collection of co-pays and patient balances and processing of clean bill batches, in-house cash balances, and bank deposits in order to influence profitability.
  • Maintains inventory of clinical supplies, equipment, instruments, medications, and vaccines.
  • Participate and assist in preparation of monthly team meetings with clinic resident physicians, physicians, and non-clinical staff with a focus on systems, team building, patient flow, staffing needs, and patient/physician relationships.
  • Increased revenue of clinical practice by 300% in 6 months.
  • Reduced operating costs by 25%.
  • Increased revenue by improving front desk collection work processes from $75 per day to $900 per day.
Senior Outreach/Admissions Associate, 11/2014 to 08/2016
OAK STREET HEALTH Berwyn, IL
  • Proven ability to work effectively with physician leaders and medical team members.
  • Proven ability to organize teams, delegate responsibility, and lead change appropriately.
  • Made recommendations for improvements and implemented accordingly.
  • Designed and proposed various outreach engagement strategies, and managed organizational outreach and marketing initiatives such as direct marketing to local hospitals, physician groups, and community leaders.
  • Created and presented educational and informational materials to groups and individuals.
  • Developed concepts, gathered and formatted information, and prepared clear communications to engage new organizations and prospective patients.
  • Maintained relationships with legal and financial professionals, senior organizations, assisted living and senior housing facilities, appropriate special interest groups, churches and other community contacts.
  • Conducted admissions counseling and tours with potential patients, families, and/or responsible parties.
  • Advised patients and families of admission requirements and responsibilities as well as expedited assessment and admissions processes in an assertive manner.
  • Administered the facility and ensured smooth functioning of operations to ensure quality service.
  • Reported the problem areas in the departments and suggested ways to improve the services.
  • Created effective tracking tools, and maintained databases to monitor and analyze program effectiveness.
  • Professional understanding of guidelines of Medicare, Medicaid, private insurance, self-insurance, and managed-care plans.
  • Implemented a new program in collaboration with Clinical Services to decrease attrition rate for new patients.
  • Attrition went from 20% to 12.5% in three months.
  • Increased patient customer satisfaction from 70% to 90% or better through staff education and phone audits.
  • Developed and implemented plans which expanded the company's presence in the market by 44%.
  • Improved current outreach programs efficiency by a huge margin by tweaking the communications angle and distribution procedures.
Business Development Associate, 05/2014 to 11/2014
PRESENCE HEALTH FOUNDATION Chicago, IL
  • Managed incoming contributed income, donor records, and gift acknowledgement; tracked schedules of annual and multi-year gifts and pledges.
  • Performed gift analysis and ran donor database queries.
  • Assisted in developing a budget and price estimates using standard models.
  • Developed an account strategy and customer contact plan for owned accounts.
  • Generated standard sales reports and files on a weekly or monthly basis in conjunctions with the manager.
  • Analyzed corporate data to identify trends.
  • Generated sales reports and analyzed numbers.
  • Generated standard monthly reports and customized reports for clients.
Psychologist Assistant, 08/2012 to 12/2012
VETERAN AFFAIRS HOSPITAL Hines, IL
  • Interacted directly with administrators, nursing staff, and physicians.
  • Facilitated group therapy sessions in a supportive manner that involved all group members and provided feedback on patient functioning to professional staff.
  • Gained first-hand knowledge of the applied use of Vista, CPRS (Client Patient Record System) and evidence-based treatments for anxiety and mood disorders.
  • Maintained and documented patient information pertaining to ongoing treatment.
Accountant - Contract Administrator, 07/2008 to 05/2012
EQUITY LIFESTYLE PROPERTIES Chicago, IL
  • Directly responsible for (but not limited to) product additions/deletions, price adjustments and price reductions, and changes to contract terms and conditions.
  • Oversaw the proposal plans and administration of contracts.
  • Ensured that contracts were in compliance with legal requirements, government regulations, and owner specifications.
  • Conducted closeout of high dollar volume contracts upon contract cancellation, termination, or expiration, ensuring all contractual obligations have been met (i.e. refunds have been paid, rebates have been processed and applied, etc.)
  • Managed and resolved all client issues for all claims and contract processes.
  • Verified, compiled, and reconciled information in order to meet strict deadlines.
  • Created a file used to verify that all contract deposits are posting to the correct general ledger.
  • Delivered positive customer experience within agreed time frames and always met targets in terms of quality and accuracy.
  • Handled credit processing, credit evaluation, documentation and facility increase requests for new secured loan applications and for existing customers.
  • Handled customer inquiries in regards to general memberships, refunds, and other items of question.
  • Served as direct point of contact with sales reps, managers, customers, and outside organizations related to secure contract applications.
  • Maintained audit files for all contracts including any amendments, clarifications, payment schedules, and correspondences.
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Professional Summary
Manager with 17-year background in employee management, hiring, training and benefits. Highly detail-oriented and organized, with an emphasis on teamwork, productivity, and customer service.
Skills
  • Customer service-oriented
  • Staff training/development
  • Effective leader
  • Exceptional interpersonal communication
  • Human resources management
  • Employee scheduling
  • Organized
  • Deadline-oriented
Work History
May 2000-Current Practice Manager | Carver Lake Veterinary Center | Woodbury, MN

I have had the distinct joy of managing this clinic for 17 years. I\'ve always loved working with the public, and in this leadership role I am able to take my passion and pass it along to others.  I start by recruiting and hiring the right people for our team.  Once hired, I am responsible for a large portion of their training.  I conduct employee reviews, deal with issues, and plan team building events to ensure we continue to grow individually and as a team.  My success in this is evident in the longevity not only of our team members themselves, but also of our clientele who often state they continue to come to our clinic specifically because of our people. 

In addition to the above, I also handle most of the inner workings of our clinic, including but not limited to; scheduling, payroll, benefits management, marketing & social media, staff meetings & continuing education, injury reporting, customer complaints, conflict management, and so much more.

Education
2003 Bachelor of Science: Speech Communications University of Wisconsin - River Falls, River Falls, WI
Volunteer Work

Minnesota National Guard Youth Camp - Team Leader & Junior Counselor Coordinator:

I have been volunteering for the MN National Guard Youth Camp for over 20 years.  During the one-week camp, I lead a team of counselors as we guide our 30+ kids through the week's activities.  Throughout the rest of the year I am on the camp's board of directors and serve as the Junior Counselor Coordinator, which means I am responsible for choosing and training the select few 16-17 year olds who get to participate in our camp as Junior Counselors.