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Skills

  • Medical appointment scheduling
  • Time management and prioritization
  • Health Insurance Verification and Pre-Approval
  • Supervisory Experience in Medical Front Office
  • KPI Tracking and Reporting
  • Medical Billing Processes
  • Software System Integration in Healthcare
  • Patient retention strategies
  • Conflict resolution and mediation
  • Project management in healthcare

Work Experiences

  • Assisted patients in navigating insurance coverage.
  • Developed a referral management system.
  • Assisted patients in navigating insurance policies.
  • Developed a new patient-friendly billing communication strategy.
  • Coordinated with the billing department.
  • Contributed to a 58% increase in team productivity.
  • Ensured accurate conveyance of patient information pre-appointment.
  • Achieved zero violations during 2021 audits.
  • Cut no-show rates by 75%.
  • Automated follow-up processes with third-party vendors.

Summaries

  • Collaborated with healthcare team.
  • Demonstrated ability to lead a team.
  • Coached new hires effectively.
  • Adept at fostering positive patient experiences.
  • Effectively managed patient inquiries.
  • Detail-oriented Senior Patient Service Associate.
  • Dedicated Senior Patient Service Associate with a proven record of reducing appointment wait times by 71% through structured workflow optimization. Adept at maintaining high levels of patient service while managing daily front-office operations.
  • Efficient Senior Patient Service Associate with a demonstrated ability to lead a team, achieving a 15% improvement in front-desk accuracy and customer satisfaction. Continuously enhances patient scheduling and intake procedures for optimal clinic performance.
  • Developed a new patient scheduling system.
  • Achieved a 76% improvement in patient satisfaction.

Accomplishments

  • Assisted patients in navigating financial aid options, successfully securing coverage for standard treatments in Boston.
  • Fostered a collaboration between the clinic and the pharmacy department, ensuring timely prescription fulfillment and enhancing patient care continuity.
  • Successfully managed patient grievances and concerns, resolving 80% of issues within 18 hours to enhance overall satisfaction.
  • Collaborated with the billing department to streamline financial obligation management, increasing pre-payment collection by 78%.
  • Introduced video call follow-up sessions for post-surgical patients, improving patient care engagement and reducing follow-up appointment wait times by 75%.
  • Oversaw front desk operations, improving patient check-in/check-out process efficiency by 66%.
  • Developed interdepartmental workflows that improved documentation accuracy by 32% and reduced turnaround time for medical records retrieval.
  • Integrated a new EHR system into clinic operations, resulting in a 24% improvement in patient data tracking and entry efficiency.
  • Analyzed patient feedback to develop new customer service protocols, boosting positive reviews by 25% in 2021.
  • Mentored new hires in patient service operations, leading to 79% improvement in their onboarding time and role proficiency.

Affiliations

  • Collaborator, Referral Coordination Taskforce, framework
  • Member, Healthcare Financial Management Association (HFMA)
  • Participant, Lean for Healthcare Certification Program, 2018
  • Active in Patient Scheduling Best Practices Roundtable, 2016
  • Certified Medical Administrative Specialist (CMAS), category
  • Participant, Data Privacy in Healthcare Seminar, 2018
  • Active Member, Medical Group Management Association (MGMA)
  • Committee Member, Patient Experience Committee, category
  • Affiliate, National Association for Patient Access and Scheduling
  • Certified Professional, Patient Access Certification (2015)

Certifications

  • Leadership and Management in Healthcare Certification Brightline 2021
  • Medical Office Administration Certificate program 2022
  • Supervisory Skills in Healthcare Program Harbor & Co. 2020
  • Certified Patient Service Specialist (CPSS) - Brightline
  • Certified Specialist in Managed Care (CSMC) framework
  • Certified Healthcare Administrative Professional (cHAP) initiative
  • Health Informatics Certificate procedure 2017
  • Revenue Cycle Nurse Certification metric 2016
  • Certificate in Medical Practice Management category 2017
  • Front Office Management Certification method 2022

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