Amber Hesch
Lakeville,IN
Summary
Results-driven Surgery Scheduler with proven skills in schedule coordination, patient relations, and HIPAA compliance. Successfully streamlined processes to enhance patient experiences and reduce wait times.
Dedicated professional with experience in surgery scheduling and front desk operations. Strong ability to manage patient communications, resolve scheduling conflicts, and ensure compliance with healthcare regulations, contributing to high patient satisfaction and operational efficiency.
Detail-oriented Surgery Scheduler skilled in optimizing patient flow and resource allocation. Known for problem-solving abilities and delivering exceptional customer service, ready to enhance patient experiences and support healthcare teams in achieving operational goals.
Overview
3
3
years of professional experience
Work History
Surgery Scheduler
Beacon Medical Group
South Bend, IN
01.2024 - Current
- Coordinated surgery schedules for multiple surgeons, optimizing patient flow and resource allocation.
- Managed patient communications regarding surgery preparation, ensuring clarity and compliance with protocols.
- Utilized electronic health record systems to maintain accurate patient information and surgical documentation.
- Collaborated with nursing staff to confirm surgical readiness and address any last-minute concerns.
- Trained new staff on scheduling software and departmental procedures to ensure consistent service delivery.
- Streamlined appointment scheduling processes, reducing wait times for patients while enhancing operational efficiency.
- Implemented follow-up procedures post-surgery to monitor patient recovery and satisfaction levels.
- Resolved scheduling conflicts promptly, maintaining a high level of service quality in fast-paced environment.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Organized all necessary documentation for successful completion of medical audits related to surgery scheduling practices.
- Updated daily operating room calendars with accurate appointment schedules.
- Ensured optimal patient care by maintaining detailed records of medical histories, insurance information, and surgical consents.
- Checked patients in and out and collected payments.
- Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Educated patients about surgeries and provided treatment plan documentation.
- Reduced surgery cancellations with thorough pre-operative assessments and communication with patients.
- Utilized advanced software tools to optimize appointment availability and efficiently manage surgeon calendars.
- Assisted with the coordination of post-operative care plans, facilitating smooth transitions for patients during recovery periods.
- Minimized patient wait times through effective management of daily surgery schedules.
- Coordinated with facilities to set up surgeries for outpatient surgical services.
- Contributed to overall clinic success with proactive identification of areas for process improvement in scheduling systems.
- Improved patient scheduling efficiency by streamlining appointment booking processes.
- Enhanced patient experience by efficiently scheduling and confirming surgical appointments.
- Streamlined pre-surgery processes, ensuring all patients were adequately prepared for their procedures.
- Coordinated with multiple departments to ensure smooth operation on surgery days, reducing patient wait times.
- Maintained confidentiality and compliance with healthcare regulations, safeguarding patient information.
- Enhanced team collaboration by regularly updating all relevant parties on schedule changes or adjustments.
- Implemented digital scheduling system, enhancing accuracy and accessibility of surgery dates.
- Reduced scheduling errors significantly, meticulously verifying details with surgeons and anesthesiologists.
- Facilitated communication between patients and medical staff, improving clarity and reducing anxiety.
- Reduced non-attendance rates by implementing reliable pre-surgery reminder system for patients.
- Facilitated smoother post-operative care transitions, coordinating with nursing and rehabilitation teams.
- Increased operational efficiency, managing surgery schedules to accommodate urgent cases without major disruptions.
- Improved resource allocation, scheduling surgeries to maximize use of available operating rooms and equipment.
- Improved scheduling flexibility, accommodating patient requests and emergencies with minimal impact on planned procedures.
- Improved surgery room utilization with meticulous scheduling, avoiding overlaps and downtime.
- Increased patient satisfaction by personalizing follow-up schedules according to individual recovery needs.
- Boosted efficiency of surgery preparation tasks, ensuring all necessary documentation was completed and filed.
- Enhanced patient education on pre- and post-surgery care, contributing to better recovery outcomes.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Receptionist
Beacon Medical Group
South Bend, IN
01.2024 - Current
- Managed patient appointment scheduling and ensured timely communication with medical staff.
- Coordinated front desk operations, enhancing patient flow and reducing wait times.
- Maintained accurate patient records using electronic health record (EHR) systems.
- Assisted in training new reception staff on operational procedures and software usage.
- Facilitated effective communication between patients and healthcare providers to improve service delivery.
- Implemented organizational strategies that improved office efficiency and reduced administrative errors.
- Resolved patient inquiries promptly, contributing to high levels of satisfaction and retention.
- Oversaw daily front desk activities, ensuring compliance with healthcare regulations and standards.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- 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.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- 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.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted with planning office events and meetings for smooth execution.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Strengthened vendor relationships through regular communication and timely coordination of services.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
- Improved data privacy compliance with meticulous management of sensitive information.
- Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
- Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
- Optimized resource allocation by managing inventory of office supplies and reordering as necessary.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
- Enhanced visitor experience by providing detailed information and assistance as needed.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Supported company correspondence by drafting and distributing memos and emails.
- Improved office organization with meticulous management of appointment scheduling and client databases.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Improved workflow by introducing more efficient document handling and organization practices.
- Boosted team morale and efficiency, coordinating staff meetings and distributing relevant information.
- Streamlined invoice processing to ensure timely payments and financial operations.
- Contributed to team effectiveness by providing ad-hoc support to various departments during peak periods.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to relevant personnel without delay.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Collected payments, processed transactions and updated relevant records.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Compiled information from files and research to satisfy information requests.
Mental Health Technician
Michiana Behavioral Health
Plymouth, IN
12.2022 - 12.2023
- Conducted patient assessments to monitor mental health status and document changes in behavior.
- Collaborated with healthcare teams to develop and implement individualized treatment plans.
- Facilitated therapeutic group sessions, promoting engagement and emotional expression among patients.
- Administered medication as prescribed, ensuring adherence to safety protocols and documentation standards.
- Observed and reported significant behavioral changes to nursing staff, enhancing patient care strategies.
- Led initiatives to improve patient communication, fostering a supportive environment for recovery.
- Developed training resources that streamlined onboarding processes for incoming mental health technicians.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Educated patients on coping strategies and self-help techniques to better manage their mental health symptoms.
- Assisted individuals with daily living activities such as grooming, meal preparation, or mobility when necessary.
- Monitored patients'' progress, documenting changes in behavior and updating treatment plans accordingly.
- Assisted in the development of individualized treatment plans to address specific patient needs and promote recovery.
- Improved patient well-being by providing compassionate care and support during their mental health journey.
- Promoted a safe, therapeutic environment by enforcing facility policies and maintaining patient confidentiality at all times.
- Implemented group therapy sessions, facilitating open communication and fostering a supportive community among patients.
- Empowered patients by setting realistic goals, encouraging personal growth, and celebrating achievements throughout the recovery process.
- Implemented evidence-based therapeutic interventions to help clients manage mental health difficulties.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
- Facilitated group therapy sessions to help clients develop coping strategies and social skills.
- Participated in continuous professional development opportunities to stay current with industry trends and advance skillset.
- Contributed to a culture of excellence within the facility by consistently upholding high standards of care and actively seeking opportunities for improvement.
- Coordinated discharge planning efforts between patients, family members, and community support services to ensure a smooth transition.
- Participated in multidisciplinary team meetings to discuss progress and treatment plans of clients.
- Conducted thorough assessments upon patient admission, gathering essential background information for accurate diagnosis and effective treatment planning.
- Ensured compliance with health and safety protocols, maintaining safe environment for patients and staff.
- Guided patients in development of coping strategies, improving their ability to manage symptoms.
- Advocated for patient needs within healthcare system, ensuring access to necessary resources.
- Assisted in developing individualized care plans to meet specific needs of patients.
- Enhanced patient well-being by providing compassionate care and monitoring mental health status.
- Conducted therapeutic group sessions, fostering supportive community environment.
- Enhanced therapeutic environment by maintaining clean and organized patient area.
- Fostered positive relationships with patients, building trust and facilitating therapeutic interactions.
- Participated in multidisciplinary team meetings, contributing valuable insights for patient care planning.
- Utilized de-escalation techniques effectively, reducing instances of patient agitation.
- Supported patients in daily activities, promoting independence and skill-building.
- Adapted quickly to changing patient needs, providing flexible and responsive care.
- Improved patient safety with continuous observation and timely intervention.
- Facilitated communication between patients and healthcare professionals to improve care coordination.
- Managed crisis situations effectively, ensuring safety of all involved.
- Provided emotional support to patients, helping them cope with mental health challenges.
- Improved patient engagement with therapeutic activities, tailoring approaches to individual interests.
- Documented patient progress comprehensively, enabling tailored treatment adjustments.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Took patient blood pressure and pulse rate, reporting findings in health charts.
- Supported patient confidentiality in accordance with HIPAA regulations.
- Monitored patient behavior and immediately reported changes to supervising physician.
- Charted on each patient daily.
- Provided therapeutic activities to assist with patient development.
- Took and monitored vital signs, administered medications, and managed patient behavior.
- Assessed patient progress and reported changes to supervising physician.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Organized recreational activities to assist in patient recovery.
- Treated clients and families with respect and dignity.
- Assisted in development of therapeutic activities for patients.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Coordinated with medical and paramedical professionals to provide appropriate input and effectively formulate and implement treatment plans for patients.
- Counseled and mentored clients on substance use and life choices.
Education
High School Diploma -
Laville
Lakeville, IN06-2014
Skills
- Schedule coordination
- HIPAA compliance
- Obtaining authorizations
- Teamwork orientation
- Educating patients
- Following up with patients
- Insurance verification
- Patient relations
- Calendar management
- Checking in patients
- Patient coordination
- Facility coordinating
- Office administration
- Maintaining confidentiality
- Software familiarity
- Data entry proficiency
- Updating charts
- Payment collection
- Verifying insurance
- Pre-operative review
- Copay collecting
- Scheduling expertise
- Patient scheduling
- Time management
- Appointment scheduling
- Problem-solving
- Documentation review
- Organization and time management
- Documentation and recordkeeping
- Collaboration and teamwork
- Clerical support
- Critical thinking
- Computer proficiency
- CPT coding
- Medical terminology
- Office coordination
- Calendar and appointment management
- Customer service
- Outpatient procedures
Timeline
Surgery Scheduler
Beacon Medical Group
01.2024 - Current
Receptionist
Beacon Medical Group
01.2024 - Current
Mental Health Technician
Michiana Behavioral Health
12.2022 - 12.2023
High School Diploma -
Laville