Athena Napoleon
San Francisco,CA
Summary
Dedicated and detail-oriented Hospital Practice Coordinator with 6+ years of experience in healthcare administration. Proven ability to enhance operational efficiency and improve patient care outcomes. Seeking a Lead position to leverage expertise in healthcare administration, team leadership, and process optimization to enhance patient care and operational efficiency at UCSF.
Overview
4
4
years of professional experience
Work History
Practice Coordinator III
Ambulatory Contact Center UCSF Health
01.2024 - Current
- Demonstrated strong problem-solving skills by successfully handling 30+ daily phone inquiries
- Consistently provided exceptional administrative and customer service, ensuring optimal patient care and streamlined workflows.
- Meticulously documented all patient-related servicing needs by reviewing and managing the Apex IN-Basket and Workqueue on a daily basis.
- Ensured accurate and timely transcription of incoming referrals for new patients to 11 Neurology specialty clinics.
- Actively scanned, faxed, and reached out to internal and external referring offices to expedite referrals.
- Utilized Epic and Care Everywhere regularly for patient referral processing, scheduling, updating patient charts, and retrieving records from other facilities.
- Provided essential support to the clinic home team by ensuring timely delivery of telephone encounters and CRMs pertaining to patient care requirements including medication refills, medical advice queries, and escalation requests
- Maintaining patient confidentiality by adhering to HIPAA regulations in the management of sensitive health information.
Practice Coordinator II
Ambulatory Call Center UCSF Health
01.2022 - 01.2024
- Demonstrated commitment to protecting patient confidentiality by adhering to HIPAA regulations when managing sensitive health information.
- Aided in the coordination of patient needs and care plans by facilitating communication among physicians, nurses, front office staff, and clinical personnel using CRM.
- Utilized EPIC to schedule and reschedule medical consultations and follow-up appointments across 7 departments in various SF Bay Area locations.
- Successfully addressed and resolved an average of 50+ daily phone inquiries.
- Obtained and verified patients' insurance information for record and billing purposes.
- Delivered high-quality administrative and customer service to sustain patients and workflows.
Practice Coordinator I (Temp)
General Internal Medicine UCSF Health
08.2021 - 01.2022
- Ensured patients were greeted and welcomed in a friendly manner, creating a positive initial experience.
- Utilized EPIC to register, schedule, and cancel patient appointments
- Triage of calls and accurate documentation within the CRM system
- Updated patient's chart by scanning necessary documents and images through media manager
- Created and distributed new patient materials, optimizing clinic operations
- Administered efficient documentation and invoicing of Home Health Care Certification, guaranteeing external assistance for patients during their absence from the clinic.
Shelter in Place Pandemic Lead
Department of Public Health and Human Services
05.2020 - 03.2021
- Facilitated daily meetings to coordinate schedules, track patients, and assign staff responsibilities
- Ensured accurate and up-to-date client records aligned with program standards.
- Coordinated with other agencies to provide additional assistance for clients as needed.
- Effectively managed conflicts arising between clients and staff members at the shelter.
- Reminded patients to take prescribed medications or nutritional supplements.
- Implemented effective inventory management techniques across multiple hotel sites, resulting in sufficient availability of PPE, cleaning supplies, and timely distribution of essential items such as food.
- Consistently upheld compliance with pandemic-related laws, regulations, and policies, specifically following HIPAA guidelines.
- Maintained a safe and healthy environment for patients through the implementation of onsite wellness checks and symptom screening.
Education
Medical Administrative Assistant Certification - Medical Administration
UCSF/JVS EXCEL Program
07-2021
High School Diploma -
John O'Connell High School
06-2003
City College of San Francisco
San Francisco, CASkills
- Patient care coordination
- Ability to work independently and as part of a team
- Healthcare Administration
- Medical terminology knowledge
- Proficient in Microsoft Office Suite, Word, Excel, and healthcare management software
- Workflow Management
- HIPAA and OSHA regulations
- Insurance Verification
- Appointment Coordination
- Health Information Systems
- Critical Thinking
- Decision-Making
- Teamwork and Collaboration
- Excellent Communication
- Attention to Detail
Leadership
UCSF Learning and Organization Development • Engagement Ambassador
04/2023-Present
- Offer essential support by facilitating survey participation and delivering continuous peer guidance with engagement action planning for local teams. Additionally, gather and disseminate feedback to the Learning & Organization Development department to motivate peers to take part in engagement activities.
- The Staff Engagement Survey is actively promoted as a continuous opportunity for all staff to pinpoint UCSF's strengths and areas for improvement within the workplace. It stands as one of the most significant methods we possess to enhance our work lives, those of our peers, and UCSF as a whole. Engagement encompasses the emotional bond employees have with their roles and the employer, extending beyond mere job satisfaction to express the degree of commitment and alignment employees have with the success of their teams and the institution.
References
References available upon request.
Timeline
Practice Coordinator III
Ambulatory Contact Center UCSF Health
01.2024 - Current
Practice Coordinator II
Ambulatory Call Center UCSF Health
01.2022 - 01.2024
Practice Coordinator I (Temp)
General Internal Medicine UCSF Health
08.2021 - 01.2022
Shelter in Place Pandemic Lead
Department of Public Health and Human Services
05.2020 - 03.2021
Medical Administrative Assistant Certification - Medical Administration
UCSF/JVS EXCEL Program
High School Diploma -
John O'Connell High School
City College of San Francisco
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