ASJANA GONZALES
Abilene
Summary
Dynamic Referral Specialist with a proven track record of connecting clients to medical providers and ensuring seamless access to essential healthcare services. Expertise in collaborating with insurance companies and medical professionals to secure prior authorizations and coordinate vital client appointments. Proactive problem-solver with a resourceful approach, leveraging an extensive industry network to navigate challenges efficiently. Versatile administrative professional skilled in healthcare practices, compliance standards, and operations, complemented by advanced proficiency in Athena, Apollo, Order Facilitator, Citrix, Epic, and other key platforms.
Overview
14
14
years of professional experience
Work History
Medical Referral Specialist
Hendrick Medical Center
08.2025 - Current
- Obtained prior authorization for diagnostic testing procedures.
- Entered health information data using Athena and Order Facilitator to document referrals and authorizations.
- Followed up with clients and specialists to inquire about insurance and collect reports.
- Verified insurance benefits and eligibility for diagnostic testing procedures before referring clients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Acquire and verify third-party information related to referrals such as insurance and provider data.
State Medical Scheduler
Centurion Forensic Health Care of Tennessee
07.2018 - 12.2019
- Maintained a high level of professionalism when interacting with patients and other staff members.
- Maintained accurate patient files by verifying and obtaining authorization for services prior to scheduling appointments.
- Reviewed records for completeness, accuracy and compliance with regulations.
- Maintained medical records, technical library, and correspondence files.
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations.
- Obtained and entered authorizations and correspondence relating to referrals in patients' charts and computers.
- Managed patient scheduling and appointment confirmations, ensuring accuracy of medical records.
- Coordinated transportation arrangements for patients requiring special attention or accommodations.
- Collaborated closely with doctors, nurses and other staff members to ensure smooth operations within the practice.
- Resolved conflicts related to scheduling discrepancies or miscommunications between provider offices.
- Communicated effectively with staff members regarding changes in schedules or cancellations due to emergency situations.
- Monitored incoming calls, emails, faxes, responding promptly to inquiries or requests for assistance.
- Processed referrals from primary care physicians to specialists in timely manner.
- Scheduled new and return appointments in electronic systems.
Health Information Manager
Centurion Forensic Health Care of Tennessee
05.2017 - 12.2019
- Identified opportunities for process improvement through analysis of workflow patterns across multiple departments.
- Ensured that all accesses into electronic health records are compliant with privacy regulations.
- Analyzed facility activities and data to aid planning and risk management and to improve service utilization.
- Oversaw the recruitment, hiring, orientation, and training of new staff members in accordance with applicable laws and regulations.
- Developed instructional materials and conducted in-service educational programs.
- Performed audits on medical records to identify areas for improvement in documentation practices.
- Demonstrated expertise in implementing and maintaining electronic health record systems.
- Cultivated relationships with clinical staff to facilitate efficient management of patient data.
- Collaborated with IT personnel to troubleshoot technical issues related to health information systems.
- Maintained communication between governing boards, medical staff, and department heads by attending board meetings and coordinating interdepartmental functioning.
- Utilized strong organizational, analytical, and problem-solving skills to manage a variety of tasks simultaneously.
- Identified ways to improve efficiency in operations and implemented process changes.
- Utilized advanced software applications such as Adobe Acrobat Professional and MS Office Suite to create, edit, format and convert documents.
Key Holder Supervisor
Books-A-Million
12.2015 - 04.2017
- Led by example on sales floor, achieving individual sales goals.
- Offered product suggestions that complemented customer selections.
- Analyzed daily sales reports to identify areas requiring improvement or further development.
- Performed regular audits to ensure accuracy of pricing, stocking, shipping and receiving procedures, and store displays.
- Maintained daily records of sales and deposits, balancing cash register and reconciling discrepancies.
- Provided constructive feedback and coaching to team members to address performance concerns and encourage growth and development.
- Provided exceptional customer service and resolved customer complaints quickly and efficiently.
- Supported store manager in achievement of store goals and KPIs.
- Demonstrated strong leadership skills by training, motivating, and leading a team of associates in achieving daily goals.
Trainer, Cashier, Hostess, Server
Cracker Barrel Old Country Store
04.2012 - 11.2015
- Conducted one-on-one coaching sessions with employees to develop their skills and knowledge.
- Assessed individual performance levels to identify areas for improvement and create targeted training plans.
- Contributed ideas at team meetings regarding new approaches for delivering instruction.
- Collaborated with management to periodically review and update training program objectives.
Call Center Supervisor - United Healthcare Medical
Teleperformance
06.2013 - 02.2014
- Resolved customer complaints in a timely and professional manner.
- Performed same work duties as those supervised, and performed more difficult and skilled tasks and assist in performance.
- Participated in hiring process by reviewing credentials, conducting interviews, and making hiring decisions and recommendations.
- Collaborated with other departments within the organization in order to coordinate activities that would benefit both parties.
- Followed and enforced timekeeping practices to comply with contract policies.
- Assessed training needs of staff and arranged for and provided appropriate instruction.
- Provided guidance and support to subordinates in order to reach common goals.
- Demonstrated proficiency in managing a team of employees and providing coaching to ensure excellent customer service.
- Conducted staff meetings to relay general information or to address specific topics.
- Assisted with hiring new personnel by conducting interviews, making recommendations, and participating in the onboarding process.
- Analyzed call trends to identify areas for improvement and develop strategies for resolving customer issues efficiently.
- Assisted with escalated calls when needed, providing guidance to agents on best practices for handling difficult customers.
- Created reports summarizing daily activities, including total number of calls handled and average wait times.
Education
High School Diploma -
Clyde High School
Clyde, TX06.2012
Skills
- Health Data Management
- Insurance Eligibility Verification
- Referral Management
- Prior Authorization Processing
- HIPAA Regulations Adherence
- Cross-Functional Teamwork
- Client Support
- Proficient in Microsoft Office
- Clinical Record Management
- Team Coordination
- Clinical Terminology Expertise
- Process Enhancement
Timeline
Medical Referral Specialist
Hendrick Medical Center
08.2025 - Current
State Medical Scheduler
Centurion Forensic Health Care of Tennessee
07.2018 - 12.2019
Health Information Manager
Centurion Forensic Health Care of Tennessee
05.2017 - 12.2019
Key Holder Supervisor
Books-A-Million
12.2015 - 04.2017
Call Center Supervisor - United Healthcare Medical
Teleperformance
06.2013 - 02.2014
Trainer, Cashier, Hostess, Server
Cracker Barrel Old Country Store
04.2012 - 11.2015
High School Diploma -
Clyde High School