Breonna Thomas
Humble,TX
Summary
Dynamic Senior Scheduler at Houston Methodist with expertise in appointment scheduling and patient flow management. Proven ability to enhance operational efficiency and elevate patient satisfaction through effective communication and organization. Skilled in EHR systems and committed to delivering exceptional service while mentoring peers to foster a collaborative work environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Scheduler (OBGYN)
Houston Methodist
Katy, TX
01.2025 - Current
- Uses independent judgment and healthcare knowledge to adjust clinic and physicians' schedules and accommodate special requests from internal and external customers as indicated
- Works with the physician templates and clinical protocols directly as indicated by management and physicians on an as needed basis
- Leverages supervisor level access to Provider Match and Epic Gatekeeper access
- Serves as a liaison for agents, clinic staff and leadership and interacts with all levels of staff and management, physicians, patients and families to obtain information and properly schedule and register services
- Serves as a role model and mentor to less experienced staff
- Provides feedback to peers to effectively change behavior
- Motivates and inspires peers to impact a change in culture
- Triages calls for the Patient Access Center as appropriate to other areas as received on a daily basis while working under the guidelines and scripts as set forth by management
- Provides patients with information needed to prepare for appointment per Center/Service protocol
- Enrolls patients on the Patient Portal and provides PIN numbers, complying with HIPAA regulations
- Discusses department performance metrics and recommendations for performance improvement
- Keeps open channels of communication with all parties involved, including physician, patient and service areas, regarding action taken and resolution
- Promotes a friendly and professional customer service environment
- Handles first level escalations with patients leveraging override access and DAR management
- Leverages subject matter expertise for Epic with ability to override appointment templates when necessary
- Develops departmental scripting and holds others accountable to following appointment scheduling policies by ensuring I CARE values are met while working within the scripting provided
- Assists with new referral from E-fax and emails along with specific doctor's offices calling directly to schedule emergency patients same day or within 24 hours
- Acts as liaison between the patient and the physician and handles calls from physicians' offices, always making sure to maintain a good relationship and obtain all necessary documents needed to support the referral process and close out referral process
- Displays initiative to improve job functions, offers suggestions to streamline process for efficient patient flow and other quality or service matters
- Conducts workflow assessments with schedulers to improve department performance
- Utilizes resources to perform verification of patient insurance
- Obtains required data in order to support departmental and hospital clinical/financial needs
- Maintains standard of productivity set by department policy and procedures
- Uses established auditing procedures to process appointments and registrations
- Maintains internal controls for ensuring verification and eligibility is met and established correctly prior to patient visit
- Provides patients with information needed to prepare for appointment per Center/Service protocol
- Meets scheduling goals set by the department (e.g., abandonment rate, productivity per hour, etc.)
- Works directly with the revenue cycle team and other departments to ensure the correct information and registration is complete and accurate prior to the patient visiting the clinic
- Identifies areas of concern and improvement to better the team and the overall practice in collecting revenue from front end operations opportunities
- Identifies cost savings and other opportunities for efficiencies
- Obtains and enters accurate scheduling and registration data, including but not limited to: patient demographics, insurance, guarantor and clinical information on the information system in order to initiate financial clearance activities (benefit eligibility and verification, pre-certification notification and payment review)
- Documents patient's accounts with information related to any potential issue(s) that could result in service delays or cancellations due to the lack of financial clearance
Patient Access Representative
Avenue360 Health and Wellness
Houston, TX
01.2025 - Current
- Manage patient records and ensure all charts are filed accurately by the end of each day
- Provide prompt and professional communication, both via phone and in-person, to direct patients and handle inquiries, ensuring efficient patient flow and reduced wait times
- Coordinate with clinical and social service teams to address patient adherence, including follow-up on missed appointments and proactive appointment reminders
- Maintain clinic lobby cleanliness, ensure the availability of informational materials, and uphold strict adherence to confidentiality and privacy policies
ASR/Ambulatory Services Rep II
Texas Children's Hospital
The Woodlands, TX
10.2018 - 04.2025
- Managed patient admissions, registration processes, and financial transactions, ensuring efficient check-in and billing operations
- Coordinated appointment scheduling and insurance authorizations, maintaining a high level of customer service and operational effectiveness
- Oversaw charge entry and financial reconciliation, contributing to the accuracy and integrity of the facility's revenue cycle
Patient Care Assistant
03.2017 - 04.2025
- Provided comprehensive patient care, including assistance with personal hygiene, grooming, and restroom needs, enhancing patient comfort and well-being
- Monitored vital signs and EKG signals, contributing to patient health assessments and supporting nursing staff with basic treatments and procedures
- Maintained inventory of patient care supplies and ensured availability in rooms, while offering emotional support to patients with specific issues or needs
Medical Assistant
Wee Kare Pediatrics
Humble, TX
05.2016 - 04.2025
- Conducted nursing procedures and assisted healthcare professionals with patient examinations, ensuring high standards of patient care and support
- Recorded patients' vital signs, updated medical records accurately, and prepared exam rooms with necessary medical supplies and instrument sterilization
- Managed communication between patients, physicians, and pharmacies, providing timely responses and coordinating information for optimal patient service
Customer Service Representative
Aon Hewitt
Houston, TX
09.2015 - 04.2025
- Addressed customer inquiries regarding health benefit plans and dependent eligibility, efficiently processing life event changes such as marital status adjustments and child additions
- Provided comprehensive support for 401(k) plan queries and executed updates to clients' personal information, including address and name modifications
Education
Medical Assisting -
Remington College
Houston04.2016
Skills
- X-Ray Positioning
- Ekg
- Stress Test
- Phlebotomy
- Urinalysis
- Injections
- Specimen Collection
- Vital Signs
- Bandaging
- Patient Charting
- Ehr
- MS Office Applications
- Appointment Scheduling
- Medical Records
- Phone Etiquette
- Patient Flow Management
- Organization
- Communication Skills
- Filing
Certification
- BLS Certification
- CPR Certification
Timeline
Senior Scheduler (OBGYN)
Houston Methodist
01.2025 - Current
Patient Access Representative
Avenue360 Health and Wellness
01.2025 - Current
ASR/Ambulatory Services Rep II
Texas Children's Hospital
10.2018 - 04.2025
Patient Care Assistant
03.2017 - 04.2025
Medical Assistant
Wee Kare Pediatrics
05.2016 - 04.2025
Customer Service Representative
Aon Hewitt
09.2015 - 04.2025
Medical Assisting -
Remington College