Carissa Augello
Batavia,NY
Summary
Diligent Medical Receptionist with strong background in medical office administration. Successfully managed patient appointments, medical records, and front-desk operations, ensuring smooth workflow and patient satisfaction. Demonstrated ability to handle high-volume phone calls and maintain confidentiality while providing excellent patient care and support.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Medical Receptionist
Three Little Birds Pediatrics
08.2025 - Current
- Managed patient scheduling and appointment coordination for optimal clinic workflow.
- Processed insurance verifications and maintained accurate patient records.
- Communicated effectively with parents regarding patient care and appointment details.
- Assisted in implementing electronic health record systems to enhance data management.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
Dining Server
Batavia Downs Gaming
06.2020 - Current
- Enhanced customer dining experience by providing attentive, friendly, and efficient service.
- Maintained a clean and organized dining area for an enjoyable and comfortable atmosphere.
- Assisted with special events and large parties, ensuring smooth operations and guest satisfaction.
- Collaborated with kitchen staff for accurate order preparation and timely delivery to guests.
- Handled cash transactions accurately, processing payments quickly for increased customer turnover rate.
- Managed challenging situations professionally, resolving any guest complaints or issues promptly.
- Provided exceptional food recommendations tailored to individual guest preferences and dietary restrictions.
- Contributed to teamwork efforts in the restaurant, supporting both front-and back-of-house team members as needed.
- Implemented upselling techniques effectively, boosting average ticket value while meeting diners'' needs appropriately.
- Consistently adhered to safety regulations by maintaining proper sanitation practices within the serving area.
- Efficiently managed multiple tables simultaneously while consistently delivering superior customer service experiences.
- Participated in ongoing training programs to continuously improve skills and better serve the needs of patrons.
- Actively participated in staff meetings and training sessions, contributing ideas for service improvements and staying informed about restaurant updates.
Lead Patient Service Representative
Oak Orchard Health
07.2017 - 08.2020
- Enhanced patient satisfaction by providing exceptional customer service and addressing concerns in a timely manner.
- Streamlined appointment scheduling for increased efficiency and reduced patient wait times.
- Collaborated with medical staff to ensure accurate record keeping and proper documentation of patient information.
- Implemented new procedures for managing patient flow, decreasing wait times and improving overall clinic efficiency.
- Trained new Patient Service Representatives, contributing to a smooth onboarding process and fostering team cohesion.
- Managed front desk operations, maintaining organization and ensuring all necessary paperwork was completed prior to appointments.
- Improved communication between departments by serving as a liaison between patients, healthcare providers, and administrative staff.
- Conducted insurance verifications and pre-authorizations to expedite patient care and reduce billing errors.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, safeguarding privacy and confidentiality.
- Developed strong relationships with patients by actively listening to their needs and coordinating appropriate services accordingly.
- Increased revenue by accurately collecting copayments at the time of service, reducing outstanding balances owed by patients.
- Assisted with special projects as assigned by supervisors or management, demonstrating versatility within the role of Lead Patient Service Representative.
- Ensured compliance with organizational policies and procedures through thorough monitoring of daily operations at the front desk area.
- Reduced no-show rate by implementing a reminder system for upcoming appointments, improving patient engagement and clinic efficiency.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Handled customer service inquiries in person, via telephone and through email.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Assisted patients in filling out check-in and payment paperwork.
- Resolved billing inquiries and disputes in timely fashion.
- Answered incoming calls, scheduled appointments and filed medical records.
- Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
Secretary
GCASA
11.2013 - 07.2017
- Enhanced patient satisfaction by efficiently scheduling appointments and managing calendars for multiple counselors.
- Ensured compliance with HIPAA regulations through proper handling of sensitive patient information within the office setting.
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Organized paperwork such as charts and reports for office and patient needs.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Performed various administrative tasks by filing, copying and faxing documents.
- Streamlined office communications by promptly answering phone calls, routing messages, and providing accurate information to patients.
- Boosted patient retention by providing exceptional customer service and building rapport with each individual.
Education
Associate of Science - Health Studies
Monroe Community College
Rochester, NY05.2026
High School Diploma -
Elba Junior-Senior High School
Elba, NY06.2003
Skills
- Patient Advocacy
- Interpersonal Skills
- Insurance Verification
- HIPAA Compliance
- Excellent Communication
- Patient Confidentiality and Data Security
- Word Processing
- Insurance Authorizations
- Outbound/Inbound Calling
- Patience and empathy
- Front desk operations
- Telephone etiquette
- Appointment scheduling
Certification
Medical Billing and Coding with ICD 10-December 2017
Timeline
Medical Receptionist
Three Little Birds Pediatrics
08.2025 - Current
Dining Server
Batavia Downs Gaming
06.2020 - Current
Lead Patient Service Representative
Oak Orchard Health
07.2017 - 08.2020
Secretary
GCASA
11.2013 - 07.2017
Associate of Science - Health Studies
Monroe Community College
High School Diploma -
Elba Junior-Senior High School