Autumn Kotani
Waianae,HI
Summary
Dynamic Head Patient Concierge at Hawai’i Family Dental with exceptional communication and strong organizational skills. Enhanced patient satisfaction through compassionate care and efficient appointment scheduling, reducing wait times significantly. Proven ability to manage sensitive information while ensuring patient confidentiality and fostering trust among patients and staff.
Overview
6
6
years of professional experience
Work History
Head Patient Concierge
Hawai’i Family Dental
Kapolei
06.2019 - Current
- Greet patients warmly, creating welcoming environment for visits.
- Schedule appointments efficiently, optimizing patient flow and reducing wait times.
- Assist patients with insurance verification, ensuring clarity in coverage details.
- Provide information on dental services, helping patients make informed choices.
- Addressed any concerns or issues raised by patients promptly to maintain high levels of satisfaction throughout their visit.
- Ensured HIPAA compliance while managing sensitive patient information for secure data handling practices.
- Established strong rapport with patients, fostering trust and open communication for improved outcomes.
- Coordinated with various departments to facilitate seamless patient transfers and transitions between services.
- Served as a liaison between patients, families, and healthcare providers to ensure clear communication and mutual understanding of treatment goals.
- Educated new employees on proper protocols related to serving as a Patient Concierge team member, contributing to consistent service quality across the department.
- Improved patient satisfaction by providing personalized care and addressing individual concerns.
- Assisted patients with navigating insurance processes, reducing confusion and financial stress surrounding healthcare expenses.
- Collaborated with medical staff to ensure patients received timely and appropriate care.
- Assisted in the development of patient education materials, enhancing understanding and compliance with treatment plans.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Engaged with patients to provide critical information.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Maintain accurate patient records in electronic health systems for data integrity.
- Managed appointment scheduling, ensuring optimal use of resources and minimizing conflicts
- Experience with dental coding and dental terminology
- Managing oral surgery consultations and dental coding
- Managing patient concierge staff scheduling
Education
High School Diploma -
Leilehua High School
Wahiawa, HIMedical Assisting
Hawai’i Medical College
Honolulu, HI02.2014
Skills
- Strong organizational skills
- Reliability and punctuality
- Patient confidentiality
- Exceptional communication
- Compassionate care
- Appointment scheduling
- CPR certification
- Team collaboration
Timeline
Head Patient Concierge
Hawai’i Family Dental
06.2019 - Current
High School Diploma -
Leilehua High School
Medical Assisting
Hawai’i Medical College