Alma R. Lozano

Leadership & Staff Development

• Supported clinic leaders with development plans and evaluations that enhanced team confidence and consistency.
• Built relationships across multiple sites by actively listening, celebrating strengths, and ensuring team members felt valued.
• Promoted professional growth through continuing education and leadership development opportunities.

Operational Oversight & Quality Improvement

• Oversaw daily workflows and clinic operations to ensure families received smooth and compassionate care.
• Partnered with providers to align workflows and operational support with practice needs.
• Led workflow improvements that streamlined processes and created more supportive environments for staff.

Patient Experience & Collaboration

• Analyzed patient satisfaction surveys and implemented service-focused enhancements that aligned with family needs.
• Collaborated with cross-department teams to address operational challenges and foster system performance.
• Delivered timely service recovery to reduce escalations and promote a culture of care.

Financial & Strategic Support

• Support annual budget development and monitor revenue cycle performance to strengthen financial outcomes.
• Identify denial trends and workflow gaps to improve reimbursement accuracy and operational consistency.
• Collaborate with clinic leaders on auditing processes in a way that guides, supports, and reinforces quality rather than policing.

Operational Leadership

• Oversaw daily practice operations, ensuring smooth visits for families and thoughtful support for providers.
• Built trusting relationships with physicians to align on goals, enhancing access, efficiency, and patient experience.

Financial & Strategic Management

• Supported budgeting, billing workflows, and insurance processes to improve financial accuracy and operational alignment.
• Analyzed operational and financial trends to identify opportunities for improvement and strengthen clinic performance.

Physician & Surgical Collaboration

• Supported budgeting and billing workflows alongside insurance processes to enhance financial accuracy and operational alignment.
• Analyzed operational and financial trends to identify improvement opportunities, strengthening clinic performance.

Culture & Team Development

• Fostered positive work culture through clear communication and professional development.
• Encouraged staff engagement, enhancing consistency in service excellence and teamwork.

Operations & Workflow Management

• Directed daily operations including staffing, scheduling, inventory, and patient flow to ensure timely, compassionate care for families.
• Worked closely with physicians to align templates, staffing, and workflows with their practice goals and surgical needs.

Physician & Surgical Coordination

• Collaborated with ENT surgeons, surgical schedulers, and perioperative teams to strengthen coordination between clinic and OR.
• Supported providers through consistent communication and reliable operational alignment.

Financial Oversight

• Oversaw cash control, denials, charge entry, and A/R monitoring with emphasis on accuracy and collaboration.
• Partnered with billing teams to resolve claim issues and improve reimbursement outcomes.

Leadership & Culture

• Recruited, trained, and retained qualified staff, fostering a stable, engaged team rooted in trust and shared purpose.
• Strengthened workplace culture through communication excellence, recognition, and consistent expectations.
• Led quality improvement initiatives and supported organizational transformation with empathy and clarity.

Administrative & Physician Support

• Delivered high-level administrative support to physicians, directors, and specialty teams across multiple GI locations, managing confidential information, payroll tasks, ULearn assignments, and departmental reporting with precision.
• Ensured reliable clinic operations through effective staff scheduling.
• Coordinated float staff scheduling and daily assignments, ensuring reliable clinic operations.
• Recorded minutes for executive and provider meetings, facilitating alignment on priorities and decisions.

Family & Community Engagement

• Facilitated GI Family Advisory Council initiatives and quarterly newsletters to enhance family engagement.
• Collaborated with physicians and community partners for Crohn’s & Colitis Foundation events, and managed GI Clinic social media to connect families with resources and updates.

• Clarified insurance benefits, authorizations, and coverage requirements for patients, fostering understanding and support. Facilitated collaboration with physicians, nurses, and billing teams to achieve accurate claims processing and timely authorizations. Analyzed denial trends and resolved claim issues, enhancing reimbursement outcomes. Provided bilingual support to Spanish-speaking families, ensuring they felt understood and supported.
• Processed insurance claims accurately, ensuring timely reimbursements for patient services.
• Reviewed patient insurance eligibility to facilitate seamless access to gastroenterology services.
• Assisted in resolving billing discrepancies, enhancing customer satisfaction and operational efficiency.

• Welcomed families with warm, clear communication during check-in and check-out, enhancing patient experience. Coordinated procedures and verified insurance while maintaining accurate documentation to ensure a smooth process. Anticipated patient needs and supported families during high-volume clinic days, contributing to reduced wait times. Provided bilingual communication for Spanish-speaking families.
• Managed patient scheduling and appointment coordination to optimize clinic efficiency.
• Facilitated communication between patients and medical staff, enhancing service delivery.
• Processed insurance verification and patient registration with high attention to detail.

• Facilitated EEG and EMU processes to ensure accurate data collection and patient comfort., scheduling, precertification, timekeeping, physician coordination.
• Coordinated scheduling for multiple departments, ensuring efficient use of resources and time.
• Managed patient records using electronic health record systems, maintaining confidentiality and accuracy.
• Developed and implemented office procedures that improved workflow efficiency across administrative teams.

• Facilitated effective claims support by verifying eligibility and scheduling appointments for clients.
• Collaborated with staff to enhance patient satisfaction through effective communication.