Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Adriana Calderon

Lake Alfred,FL

Summary

Optimistic, hardworking, and friendly professional with a proven track record in healthcare operations, performance excellence, and patient care coordination. Known for attention to detail, strong communication skills, and the ability to quickly learn specialized training to meet and exceed job requirements. Adept at managing multiple tasks, solving complex problems, and fostering a collaborative environment to drive operational success.

Patient care professional with extensive experience in coordinating healthcare services. Known for strong organizational skills, effective communication, and ability to adapt to changing circumstances. Excel in team collaboration, ensuring seamless patient experiences and achieving optimal outcomes. Skilled in managing patient records, scheduling, and liaising between patients and medical staff. Reliable and focused on delivering high-quality patient care.

Overview

17
17
years of professional experience

Work History

Manager, Performance Excellence

ChenMed
11.2023 - Current
  • Lead performance excellence initiatives across multiple markets, collaborating with regional and field leaders to set benchmarks, monitor KPIs, and implement best practices.
  • Develop and deliver training on operational excellence, change management, and performance analytics to drive continuous improvement.
  • Analyze operational data to identify performance gaps and deploy targeted strategies that enhance efficiency, quality, and patient satisfaction.
  • Align center-level processes with organizational strategic goals while fostering a culture of accountability and high performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.

HEDIS Coordinator / Chenpion

ChenMed
03.2021 - 11.2023
  • Assisted with various aspects of the HEDIS process, including accurate reviews of medical records.
  • Educated PCPs and center teams on HEDIS measures and updates.
  • Scheduled meetings to review office scores and identify opportunities.
  • Maintained detailed logs and reports from chart audits.
  • Contacted patients for appointments related to non-compliance measures.
  • Entered data, generated reports, and produced tracking documents.
  • Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
  • Gathered and organized materials to support operations.
  • Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.

Care Coordinator - Referrals

ChenMed
06.2018 - 03.2021
  • Worked in a fast-paced call center handling numerous daily phone contacts.
  • Delivered exceptional customer service and documented interactions in web-based systems.
  • Maintained high performance standards and adhered to established schedules.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
  • Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
  • Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Facilitated appointments and transportation for patients, streamlining access to essential medical services.

Service Team Coordinator

ChenMed
02.2017 - 06.2018
  • Scheduled new patient appointments through the 'Brown Bag Project'.
  • Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
  • Converted prospective patients into active patients through proactive outreach.
  • Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
  • Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
  • Deliver an extraordinary customer experience by responding to inquiries and concerns.
  • Document interactions using web-based technology.
  • Maintain acceptable performance standards, including effectiveness, efficiency and quality.
  • Interact with employees across various levels and departments.

Receptionist / Administrative Assistant

US Impact Systems
11.2015 - 10.2016
  • Managed calls, processed invoices, and handled payments.
  • Utilized Microsoft Office and QuickBooks for daily administrative operations.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Resolved customer problems and complaints.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.

Patient Care Coordinator

Brident Dental & Orthodontics
04.2014 - 04.2015
  • Supported dental procedures and transferred X-rays using Dexis.
  • Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Explained treatment and financial options to patient

Customer Service Representative

Community Bank, Bank of America, N.A.
01.2009 - 10.2013
  • Opened/closed accounts, processed transactions, and handled customer requests.
  • Performed account maintenance and provided product knowledge to clients.
  • Processed loan applications and maintained compliance with operational policies.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

High School Diploma -

Mater Academy
05.2009

CRC Certification

AAPC
11-2022

Skills

  • Attention to Detail
  • Excellent Communication Ability
  • Computer Knowledge
  • Medical Terminology
  • Problem Solving
  • Insurance Knowledge
  • Data Analysis & KPI Monitoring
  • Process Improvement & Change Management
  • Training & Team Development
  • Critical thinking skills

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Manager, Performance Excellence

ChenMed
11.2023 - Current

HEDIS Coordinator / Chenpion

ChenMed
03.2021 - 11.2023

Care Coordinator - Referrals

ChenMed
06.2018 - 03.2021

Service Team Coordinator

ChenMed
02.2017 - 06.2018

Receptionist / Administrative Assistant

US Impact Systems
11.2015 - 10.2016

Patient Care Coordinator

Brident Dental & Orthodontics
04.2014 - 04.2015

Customer Service Representative

Community Bank, Bank of America, N.A.
01.2009 - 10.2013

High School Diploma -

Mater Academy

CRC Certification

AAPC

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