Angelica Flores

Deliver excellence, and healthcare service by creating efficient processes for international patients

• Provide strategic leadership to coordinate international and provider relations operations and medical administration to streamline workflow
• Ensure optimum customer satisfaction by assisting patients with questionnaires, forms, test/procedure preparation cards and providing patients with general information and front-line customer service
• Facilitate communication to multicultural patient community
• Evaluate and interpret patient data for medical consultations and medical records translation from Spanish into English
• Served as Liaison for all staff, patients, and providers, including Mayo Clinic Care Network international providers
• Facilitated data collection and reported quality improvement projects such as cultural readiness project, which assisted in improvement and awareness of patient diversity currently serve
• Provide concierge-level service to innovation stakeholders, listen, and understand needs
• Executive, Development and High-Profile Patient navigation and relationship building
• Ongoing participation in International Medicine expansion project to restructure current state to meet all department needs for Mayo Clinic Bold Forward project within international practice
• Project prioritization and policy initiation implementation
• Managed risk effectively through meticulous planning and creative solutions
• Maintained confidentiality and discretion with sensitive information
• Multiple project Navigation with task progress and analyzation for improvement
• Support all office administrative functions while developing and maintaining updates
• Assist with coordination and communication
• Achieved 100% compliance with company policies and procedures through effective operations management
• Attained 100% goals and objectives by developing and implementing strategic schedule plans
• Provided e-consult management service for international patients with highest satisfaction rate
• Lead of BOLD project for center of innovation and international cultural readiness on-time and within budget
• Mayo Clinic Arizona International Medicine Expansion Project
• International Provider Relations for event participation with Neurosurgery Department Symposium.
• Recommended service improvements to minimize recurring patient issues and complaints
• Offered simple, clear explanations to help clients and families understand hospital policies and procedures
• Helped address client complaints through timely corrective actions and appropriate referrals
• Resolved customer complaints using established follow-up procedures
• Responded to inquiries by directing calls to appropriate personnel
• Engaged with patients to provide critical information
• Facilitated communication between patients and various departments and staff
• Followed document protocols to safeguard confidentiality of patient records
• Applied administrative knowledge and courtesy to explain procedures and services to patients
• Provided excellent customer service to patients and medical staff
• Answered incoming calls, scheduled appointments and filed medical records
• Verified patient insurance eligibility and entered patient information into system
• Worked with patients to ascertain issues and make referrals to appropriate specialists
• Supported patients with necessary care during end-of-life phases by coordinating hospice care
• Organized discharge planning for home care and rehabilitation care stays to ease patients' transition from hospital
• Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services
• Provided support and guidance to patients and families to navigate healthcare systems
• Monitored patient health records for accuracy to meet compliance with healthcare guidelines
• Performed as subject-matter expert for case management processes
• Delivered excellent patient experiences and direct care
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures
• Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally
• Managed hospital admissions and patient flows while organizing patient care
• Ensured accuracy of insurance information for each patient visit, verifying coverage details ahead of time for smooth processing at appointment time
• Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges
• Contributed to the achievement of clinic goals by consistently meeting or exceeding performance metrics related to patient satisfaction and efficiency
• Managed incoming calls from patients, directing them appropriately while maintaining confidentiality at all times
• Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills
• Created an organized system for tracking outstanding tasks such as lab results, ensuring timely follow-up and effective patient care
• Assisted in the training of new Patient Coordinators, sharing best practices and ensuring consistent quality of service across the team
• Provided complete patient assessments and communicated with patients to understand medical histories
• Contributed to a positive atmosphere within the clinic by maintaining a professional demeanor and compassionate attitude towards all patients
• Improved workflow processes by implementing new procedures that increased overall efficiency within the Patient Coordinator role
• Supported clinical staff in providing high-quality care by organizing necessary paperwork and ensuring timely access to information
• Explained upcoming treatment preparation, instructions, and other facts to patients
• Communicated with patients, caregivers and families members to relay diagnoses and treatment options
• Maintained accurate electronic health records for improved patient care and compliance with privacy regulations
• Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information
• Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication
• Worked with patients to schedule tests and procedures
• Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability
• Educated patients by explaining preparation instructions for upcoming procedures and tests
• Maintained confidentiality of patient data and condition to safeguard health information
• Upheld confidentiality requirements and regulatory compliance guidelines
• Aided in development and betterment of patient management and workflow processes
• Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients
• Streamlined communication between patients, providers, and insurance companies for a seamless healthcare experience
• Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow
• Partnered with other healthcare professionals to create and implement individualized care plans for patients in various units

• Collaborated closely with team members on various projects, sharing expertise in linguistic nuances and cultural differences.
• Developed a comprehensive glossary of industry-specific terms to improve translation accuracy and consistency across projects.
• Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
• Maintained message content, tone, and emotion as closely as possible.
• Maintained up-to-date knowledge of industry trends and best practices in interpretation techniques through ongoing professional development initiatives.
• Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery.
• Assisted foreign language-speaking clients with inquiries.

• Collaborated closely with team members on various projects, sharing expertise in linguistic nuances and cultural differences.
• Developed a comprehensive glossary of industry-specific terms to improve translation accuracy and consistency across projects.
• Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
• Maintained message content, tone, and emotion as closely as possible.

• Optimized appointment schedules for maximum efficiency while still meeting the needs of individual patients and their preferences.
• Enhanced clinic efficiency by scheduling appointments, managing patient flow, and maintaining accurate medical records.
• Assisted in minimizing appointment cancellations through proactive confirmation calls and follow-up reminders.
• Contributed to a positive clinic environment by maintaining a clean, organized, and welcoming reception area for patients.
• Reduced administrative workload for healthcare providers by effectively managing incoming phone calls, emails, faxes, and correspondence from patients and other stakeholders.
• Streamlined communication between patients, healthcare providers, and insurance companies to ensure seamless coordination of care.
• Increased patient understanding of treatment plans with clear explanations and guidance on next steps.
• Boosted team morale by consistently demonstrating professionalism, empathy, and attentiveness towards colleagues and patients alike.
• Improved patient satisfaction by providing exceptional customer service and addressing their concerns promptly.
• Assisted in reduction of wait times by efficiently managing patient check-ins and checkouts.
• Promoted patient privacy by diligently adhering to HIPAA regulations when handling sensitive medical information.
• Enhanced overall patient experience with compassionate assistance during difficult or emotional situations, while remaining mindful of professional boundaries.
• Consistently received positive feedback from both patients and colleagues for outstanding customer service skills in high-pressure environments.
• Supported patients and family members, actively listening to concerns and offering compassionate care.
• Answered patient inquiries and provided information about healthcare services.
• Provided family members with general health education and tips for patient care.