ANDREA Austin
Healthcare Coordinator
Alameda,CA
Summary
Professional Coordinator with experience overseeing multiple tasks and managing staff training successfully. Independent self starter, exhibits a high-level of responsibility, adept in prioritizing. Disciplined individual needing minimal guidance. Demonstrate the ability to transcend in adverse situations. An advocate for team work and building. I strive to communicate effectively with staff members and persons of diverse backgrounds. I am committed In providing outstanding quality customer service and assistance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Medical Front Office Coordinator
Alameda Health System
08.2020 - 08.2023
- Clinic administrative support.
- Responsible for pleasantly greeting, assisting and directing patients and visitors.
- Answer telephone promptly in a courteous manner.
- Effectively maintain the department inbox, voicemails, staff messaging and communication encounters.
- Forwarded calls and messages efficiently to appropriate team member.
- Sorted, opened and routed mail and deliveries to meet business requirements.
- Assist with maintenance and auditing of data within various database.
- Analyze and assist in 95% error corrections and QA.
- Evaluated operational practices and identified process improvement opportunities.
- Assisted PI team to develop revisions for systems and standard workflows.
- Supported the execution of standard workflow processes.
- Meet project deadlines in timely manner.
- Senior scheduler and Patient Care Coordinator
- Oversee two systems for scheduling (Epic and Iheal)..
- Maintain calendar New Patient scheduling
- Block template 30 days for future scheduling.
- Complete patient registration process check in and check out.
- Obtain insurance verification and eligibility.
- Coordinate pre-authorization with insurance company.
- Communicate insurance coverage benefits and out of pocket expense to patients prior to appointments.
- Maintained product inventory.
- Provided explanation of summary benefits for products.
- Assist with billing inquires.
- Maintained 85% accuracy of errors to decrease any interruptions on claims from processing.
- Assisted in project to improve incoming referrals thru portal epic link externally and internally.
- Collect documents, information upon receipt of referral.
- Maintain current list of insurances for providers.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Transcribed 100 incoming new patient referrals via fax, online, internal and external methods monthly and scheduled.
- Responsible for retrieving all pertinent documentation for processing.
- 100% completion of new patient scheduling and registration.
- Established and monitored standard workflow processes.
- Responsible for training staff and new hires.
- Arrange patients transportation as needed.
- Proficient in Epic And Medial Terminology.
Call Center Representative
Lucile Packard Children's Health
03.2017 - 09.2019
- Managed over 75 incoming calls per day, utilizing via staff, IM, Mychart, inbox and email messaging systems.
- 75+ outgoing messages thru email and messaging systems. Responding to inquiries.
- Maintaining high quality of customer service and patient requests.
- Appointment coordination with alternate specialties.
- Responded to client calls and emails to answer questions about patient care.
- Processed 100+ referrals and manage provider schedules for various specialties.
- Schedule appointments within 8-10 various specialties and 15 locations..
- Increase quality assurance of errors by 99%. Verification of insurance and eligibility.
- Additional tasks assigned by department Clinical Manager.
- Adhered to company policies achieving call-time to a quality of standards on incoming and outgoing calls. Monitored by Score Buddy.
- Assisted customers by answering questions and facilitating inquiries to appropriate staff member or dept.
- Processed 100+ incoming correspondences via fax thru electronic filing system.
- Proficient in Epic Icd10 codes in various specialties.
Intake Coordinator
Lucile Packard Children's Health
11.2015 - 09.2019
- Liaison between clients and healthcare providers to maintain continuity of care.
- Maintain appeals for peer to peer.
- Facilitate all urgent requests to RN.
- Processed 50+ referrals, recorded, inputted data entry, client demographics and insurance information.
- 100% registration completion.
- Collected, verified, recorded and processed demographics, insurance, and referral information.
- Secure financial clearance prior to service date.
- Implement new workflow processes.
- Assisting in escalations to appropriate teams.
- Supported office staff and operational requirements with administrative tasks.
- Trained and supervised new intake staff to deliver high-quality client care.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Documented patient medical information, case histories and insurance. details to facilitate smooth appointments and payment processing.
- Enhanced office productivity by handling high volume of callers per day.
- Answered calls and provided new clients with required paperwork to initiate service.
- Determined eligibility for scheduling and referral processing 50+ clients daily.
- Interacted with insurance providers to obtain necessary documents to complete registration processes.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Proficient in Epic and Icd10 codes in various specialties.
Patient Access Specialist
UCSF Benioff Children's Hospital
08.2016 - 07.2019
- Epic registrar in level 1 trauma facility,
- Obtained 100% demographic, guarantor and I insurance information, for data entry.
- Insurance eligibility verification
- 100% quality assurance of performance, error corrections.
- Cash handling, deposits and balancing
- Strong verbal communication skills and patient relations,
- Proficient in medical terminology
- Worked flexible hours across night, weekend and holiday shifts
- Developed and maintained courteous and effective working relationships
- Offered friendly and efficient service to patients and families. Handled challenging high stressful situations with confidence.
- Completed paperwork, recognizing errors, promptly addressing for resolution in a timely manner.
- Maintained energy and enthusiasm in fast-paced critical environment.
New Patient Referral Coordinator
Bay Area Pediatric Pulmonary
08.2012 - 11.2015
- Process incoming new referrals.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Coordinate special clinics (CCS and No show clinic).
- Maintain log of incoming referrals,
- Manage database for new referrals and data entry.
- Maintained accurate records on in-progress and completed referrals, ensuring full data entry throughout process.
- Scheduled appointments with specialists on behalf of clients.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- 100% registration upon completed referral.
- Maintained provider availability, and insurance coverage to determine optimal scheduling.
- Coordinate insurance with utilization board on authorization (revisions and extensions).
- 98% increase corrected error rate.
- Record keeping in database, proficient in Epic.
- Maintained accurate records on active and completed referral data base.
- Manage over 50 calls per day with quality of customer service .
Education
Certificate - Massage Therapy
National Holistic Institute
Emeryville, CA08.2001
Certified - Medical Assisting
Chabot College
Hayward, CA08.1998
Skills
- Medical Office Support
- Staff Training
- Customer Inquiries
- Benefits Explanations
- Office Workflow Support
- Process Improvements
- Data Security
- Medical Office Procedures
- HIPAA Guidelines
- Operational Requirements
- Online Systems
- Office Organization
- Confidential Records Management
- Office Supplies and Inventory
- Weekly and Monthly Calendars
- Correspondence Review
- Microsoft Office
- Referral Arrangements
- Patient Referral
- Electronic
- Electronic Health Record System
- Copying and Scanning
- Customer Service Management
- Leadership and Change Management
- Handling Complaints
- Data Communications
- Patient Interviews
- Inquiry Requests
- Operational Efficiency
- Special Requirements
- Data Analysis and Modeling
- Payment Collection
- Reminder Calls
- Evaluate Performance
- Coordinate Schedules
Certification
- Medical Assisting Certified- 1998
- Massage Therapy Certified - 2002
- Nutritional Certified - 2002
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Timeline
Medical Front Office Coordinator
Alameda Health System
08.2020 - 08.2023
Call Center Representative
Lucile Packard Children's Health
03.2017 - 09.2019
Patient Access Specialist
UCSF Benioff Children's Hospital
08.2016 - 07.2019
Intake Coordinator
Lucile Packard Children's Health
11.2015 - 09.2019
New Patient Referral Coordinator
Bay Area Pediatric Pulmonary
08.2012 - 11.2015
Certificate - Massage Therapy
National Holistic Institute
Certified - Medical Assisting
Chabot College
- Medical Assisting Certified- 1998
- Massage Therapy Certified - 2002
- Nutritional Certified - 2002
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