Amanda Guzman

Office coordinator/surgical scheduler

PRACTICE ASSOCIATE IV | COLUMBIA DOCTORS ORTHOPEDIC | 1/2023- PRESENT

· Handle 60 + inbound calls daily, providing prompt assistance to patients, families, and medical staff regarding appointments, procedures, and pre-operative requirements.

· Deliver a high level of customer service by managing patient scheduling, surgical coordination and intake for busy orthopedic practice.

· Serve as a liaison between hospital departments, ensuring efficient communication and seamless coordination of patient care.

· Manage physicians’ professional calendars.

· Interact with patients and families in person, on the phone, and via email communication in a professional manner.

· Obtain all required registration and intake information from patients; accurately indicate arrivals, no-shows, reschedules, and physician cancellations.

· Prepare patient charts in anticipation of office hours. Scan medical records into individual patient accounts within the EMR system.

· Verify patient insurance eligibility and benefits as needed.

· Conduct all pre-determination, authorization, and pre-certification.

· Financially, counsel patients and collect payment and consent before surgery.

· Verifying procedure codes for authorization purposes

• Proficient in EPIC software
• Practice Associate I at ColumbiaDoctors Orthopedics front desk, responsible for greeting patients, answering and triaging incoming phone calls, scheduling appointments, verifying insurance information, managing patient check-in and check-out, documenting patient information using Epic Systems software, and supporting clinical staff to ensure smooth and coordinated patient care.

• Proficient in ECW software
• Receive patients in a professional and caring manner
• Gather and update information regarding demographics and insurance in a respectful and confidential fashion
• Advise families regarding obtaining Medicaid coverage and/or financial assistance for their children
• Document and follow up on referrals
• Register patients, collect payments from patients
• Document and follow up on no-shows and cancellations
• Answer telephone using proper phone etiquette and direct calls accordingly
• Prior Authorization Analyst
• Referral Coordinator
• Managed Care referral Pre-Authorization

• Provide outstanding service to patients.
• Experience with dental insurance companies and handling patient accounts.
• Knowledgeable with Softdent software.
• Highly organized and efficient team player.
• Excellent phone and interpersonal skills.
• Handle accounts payable and accounts receivable.
• Responsible of all front desk duties for the office.

• Greeted patients and agency visitors, directing all people to the appropriate locations and services in courteous polite and helpful manner.
• Respected and maintained privacy of patients, assuring patient confidentiality at all times.
• Registered patients according to office protocols, determining the financial status of patients and their eligibility for services, assisting patients in correctly completing appropriate forms and documenting all information.

• Met and surpassed goals by promoting and demonstrating product features.
• Built a strong and loyal clientele base for the company.
• Maintained average sales support of $1,000.00 per day by focusing on customer satisfaction.
• Displayed productive problem solving skills and outstanding customer service to an International clientele