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Skills

  • Supervision
  • Conflict resolution
  • Healthcare Metrics Reporting
  • Operational improvement
  • Inbound call management
  • Insurance Authorization Expediter
  • Patient Referral Scheduling Optimization
  • Bilingual/Multilingual Communication (e.g., Spanish, Mandarin)
  • Project organization
  • Data Migration (HubSpot)

Work Experiences

  • Consolidated 16 patient records.
  • Contributed to a 50% increase in patient awareness.
  • Kept track of office supplies by checking inventory and ordering new supplies as needed.
  • Coordinated with senior management.
  • Actively audited submission processes to ensure compliance with healthcare regulations, achieving zero audit findings in a 2021 review.
  • Collaborated with clinic managers.
  • Achieved a 54% improvement in patient satisfaction scores.
  • Collaborated with HR to create a positive team culture.
  • Analyzed historical referral data to predict seasonal surges and proactively adjust front office staffing, decreasing overtime costs by $17 per quarter.
  • Completed resolution within the past year.

Summaries

  • Trained in Microsoft Excel and possesses exceptional workflow optimization abilities.
  • Accomplished Referral Front Office Support Lead leveraging 15 years of call management expertise, handling over 14 referrals daily, and consistently achieving a 26% issue resolution within 24 hours.
  • Accelerated onboarding processes.
  • Accomplished a 70% reduction in wait times.
  • Opportunity to learn Portuguese was pursued in order to improve support for standard populations.
  • Accomplished front office leader.
  • Costs were consistently reduced while profits were increased.
  • Positive and upbeat personality with strong interpersonal communication skills.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished Referral Front Office Support Lead.

Accomplishments

  • Collaborated with insurance providers to streamline authorization for referrals, cutting down the approval time by 6 months.
  • Effectively reduced administrative costs by $157,000 through identifying bottlenecks in referral processing and leveraging technology for automation.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Implemented a new referral communication protocol between departments, cutting interdepartmental referral lag times by three years.
  • Improved patient referral scheduling efficiency by optimizing workflows between front office and patient care coordinators, shortening referral closing timelines by the past year.
  • Reduced patient referral processing errors by 60% through the implementation of framework.
  • Developed and implemented a standardized patient referral process across 15 clinics, reducing referral processing time by 68%.
  • Documented and resolved procedure which led to program.
  • Reorganized front office structure, optimizing workflows and reducing the time spent on referral verification and validation by three years.
  • Secured front office procedural compliance with the latest healthcare regulations, resulting in a zero-issue audit review for 2021.

Affiliations

  • Health Insurance Portability and Accountability Act (HIPAA) Compliance Training
  • Member, Society for Healthcare Strategy and Market Development (SHSMD)
  • International Customer Management Institute (ICMI)
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Healthcare Workforce Optimization Summit Attendee 2024
  • Referral Processing Leadership Forum Member
  • Association for Healthcare Documentation Integrity (AHDI)
  • Certified Healthcare Access Manager (CHAM)
  • National Healthcareer Association (NHA)

Certifications

  • Electronic Health Records (EHR) Certification – Northwind
  • First Aid/CPR Certified
  • CompTIA Security+
  • Certified Professional in Healthcare Quality (CPHQ) – National Association for Healthcare Quality
  • Certified Medical Billing Specialist (CMBS) – Lakeside Partners
  • Patient Relations Officer (PRO) Certification – Cedar Works
  • Certified Healthcare Referral Professional (CHRP) – Harbor & Co.
  • Certified Medical Program Management (CMPM) – Vantage
  • RSOH Certification in Managing Referral Systems – Workday by system
  • Certified Business Analysis Professional (CBAP)

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