Abigail Maquera
Annandale,VA
Summary
Adept Patient Care Coordinator, seasoned Operations Manager and talented leader with 6 years of diverse experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities.
Possess a proven track record enhancing operational excellence and patient satisfaction through effective insurance practices and workflow optimization.
Skilled in Lean Six Sigma and team leadership, I significantly streamlined operations, achieving notable improvements in customer experience.
Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Friendly, adaptable, and collaborative professional successful devising satisfying solutions to complex problems.
Overview
7
7
years of professional experience
Work History
Patient Care Manager
MedStar Georgetown University Hospital
2022.11 - Current
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Responded to inquiries by directing calls to appropriate personnel.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Increased profit by streamlining operations.
- Assisted in recruiting, hiring and training of team members.
- Analyzed and reported on key performance metrics to senior management.
- Worked with providers to define quality metrics and outcome reporting process.
Patient Care Coordinator
INOVA
2019.09 - 2022.10
- Delivered excellent patient experiences and direct care.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Answered incoming calls, scheduled appointments and filed medical records.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
Insurance Specialist
VA Foot and Ankle Center
2019.03 - 2019.09
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained high standards of customer service by building relationships with clients.
- Processed eligibility and benefits verification and authorization requests.
- Communicated effectively with members of operations, finance, and clinical departments.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Met with customers to provide information about available products and policies.
Client Care Specialist
Caring Hands Animal Hospital
2017.10 - 2019.03
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Conducted case management activities and services with multidisciplinary team.
- Finalized sales, processed payments and scheduled deliveries.
- Interacted with team members across departments to research and resolve customer issues.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Bachelor of Science - Biology
University of Mississippi
University, MS2017
Skills
- Patient Education
- Insurance Practices
- Database coordination
- Program Oversight
- Workflow Optimization
- Lean Six Sigma
- Operational Excellence
- Customer experience
- Determining metrics
- Operations Management
- Continuous Improvement
Languages
Spanish
Limited Working
Timeline
Patient Care Manager
MedStar Georgetown University Hospital
2022.11 - Current
Patient Care Coordinator
INOVA
2019.09 - 2022.10
Insurance Specialist
VA Foot and Ankle Center
2019.03 - 2019.09
Client Care Specialist
Caring Hands Animal Hospital
2017.10 - 2019.03
Bachelor of Science - Biology
University of Mississippi
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