Ann Nicole Ortiz Molina
Santa Clarita,CA
Summary
Dynamic Advanced Medical Support Assistant with a proven track record at the Department of Veterans Affairs, excelling in patient care coordination and conflict resolution. Enhanced patient satisfaction through effective appointment scheduling and streamlined operations, while maintaining HIPAA compliance. Committed to continuous learning and fostering a compassionate environment for patients and staff alike.
Experienced with administrative support in medical settings, ensuring smooth patient interactions and efficient operations. Utilizes strong organizational skills and attention to detail to manage healthcare processes effectively. Knowledge of electronic health records, appointment scheduling, and patient communication to enhance service quality.
Healthcare professional with strong background in providing administrative support in medical environments. Proven ability to manage high-volume patient interactions and ensure accurate and timely documentation. Reliable team player focused on achieving efficient workflows and adapting to changing needs. Skilled in electronic health records management and patient communication.
Performance-focused Advance Medical Support Assistant offering broad-based experience in medical administration and patient care management. Talented at building and cultivating professional relationships, coordinating appointments and performing wide range of treatment procedures. Well-defined communication, technical and analytical aptitudes.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
Department of Veterans Affairs
11.2019 - Current
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Verified and updated clinical records.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless transitions between departments.
- Used CPRS to maintain and record patient data and generate reports.
- Eased patient anxiety through clear explanation of procedures, treatments, and upcoming appointments while addressing their concerns respectfully.
- Maintained and obtained medical records.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Walked individuals through basic troubleshooting tasks.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Managed approximately 30 incoming calls, 30 emails and 40 faxes per day from Providers.
Surgical Scheduler Coordinator
Los Angeles Gastroenterology Institute
07.2017 - 09.2017
- Demonstrated adaptability by managing unexpected schedule changes or emergencies, ensuring minimal disruption to other scheduled surgeries.
- Reduced patient wait times by effectively coordinating with surgeons, nurses, and support staff.
- Decreased errors in scheduling system through regular audits, identifying discrepancies, and implementing corrective actions when needed.
- Assisted in maintaining a safe environment for patients and staff by adhering to infection control protocols during scheduling procedures.
- Enhanced patient satisfaction by efficiently scheduling surgeries and pre-operative appointments.
- Contributed to hospital efficiency by managing schedules for multiple operating rooms and surgical teams.
- Streamlined the surgical scheduling process for improved accuracy and time management.
- Provided exceptional customer service to patients, addressing their concerns promptly while maintaining professionalism at all times.
- Mitigated risk of miscommunication between departments by proactively sharing updates on surgery schedules within the hospital network.
- Supported successful surgical outcomes by ensuring accurate documentation of patient medical histories, insurance information, and surgical consents.
- Developed strong relationships with referring physicians'' offices to facilitate seamless scheduling of surgeries and enhance overall patient experience.
- Improved staff productivity by organizing regular meetings for surgical coordinators to discuss best practices and workflow improvements.
- Elevated the reputation of the surgical department by consistently delivering high-quality scheduling services, leading to increased referral rates from physicians.
- Continuously updated personal knowledge about surgical procedures, medical terminology, and relevant software systems through professional development opportunities.
- Expedited registration process for new patients by gathering necessary information prior to their arrival at the hospital or clinic setting.
- Collaborated with insurance providers to obtain necessary authorizations for scheduled surgeries, minimizing delays or cancellations due to coverage issues.
- Increased patient satisfaction with timely communication regarding appointment confirmations and reminders.
- Promoted effective teamwork among colleagues through consistent communication and collaboration on complex cases requiring coordination across multiple departments.
- Optimized resource utilization within the hospital by closely monitoring surgery schedules and adjusting staff assignments accordingly.
- Maintained a high level of organization in managing appointment calendars for multiple surgeons simultaneously without compromising accuracy or efficiency.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Verified insurance coverage and obtained pre-authorizations.
- Educated patients about surgeries and provided treatment plan documentation.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Updated daily operating room calendars with accurate appointment schedules.
- Checked patients in and out and collected payments.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT12-2027
Bachelor of Science - Criminal Justice Administration Law Enforcement
California State University, East Bay
Hayward, CA06-2017
Bachelor of Arts - Psychology
California State University, East Bay
Hayward, CA06-2017
Skills
- Conflict resolution techniques
- Professionalism and ethics
- Continuous learning mindset
- Data entry proficiency
- Troubleshooting
- ITIL framework
- Customer service
- Microsoft outlook
- Call center operations
- MS office proficiency
Accomplishments
- Recognized for going above and beyond the call of duty.
- Recognized for outstanding dedication to patient care.
- Mentored junior staff on new and existing policies and procedures within the department.
- Telephone Service - Professionally processed 40+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- California Driver's License
- IT Infrastructure Library (ITIL) 4 Foundation Certification - AXELOS. - 2024
- CompTIA A+ - Computing Technology Industry Association. - In Progress
- CompTIA Network+ - Computing Technology Industry Association. - In Progress
- CompTIA Security+ - Computing Technology Industry Association. - In Progress
- IT Operations Specialist - In Progress
- Secure Infrastructure Specialist - In Progress
- Amazon AWS Cloud Practitioner - In Progress
- PMI Certified Associate in Project Management (CAPM) - In Progress
- LPI Linux Essentials - In Progress
- Google IT Support Professional Certificate. - In Progress
Languages
English
Native or Bilingual
Interests
- Animal Care
- Participate in Volleyball and Mixed Martial Arts, as recreational activities to maintain physical fitness
- Volunteering
- I like working with my hands and fixing things
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Personal Development and Self-Improvement
Timeline
Advanced Medical Support Assistant
Department of Veterans Affairs
11.2019 - Current
Surgical Scheduler Coordinator
Los Angeles Gastroenterology Institute
07.2017 - 09.2017
Bachelor of Science - Information Technology
Western Governors University
Bachelor of Science - Criminal Justice Administration Law Enforcement
California State University, East Bay
Bachelor of Arts - Psychology
California State University, East Bay
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