Cheri Carter
Charlotte,NC
Summary
Detail-oriented surgery scheduling professional with extensive experience in coordinating patient care. Skilled in streamlining workflows, training staff, and improving departmental efficiency. Committed to enhancing patient satisfaction through effective communication and teamwork.
Overview
21
21
years of professional experience
Work History
Lead Surgery Scheduler
UPMC
Pittsburgh, PA
04.2021 - Current
- Scheduled surgeries efficiently, optimizing appointment availability and resource allocation.
- Coordinated communication between patients, surgeons, and clinical staff to ensure seamless scheduling processes.
- Managed patient records using electronic health record systems to maintain accuracy and confidentiality.
- Developed strategies for minimizing scheduling conflicts, enhancing overall departmental workflow.
- Assisted in training new staff on scheduling protocols and software usage for improved team performance.
- Collaborated with multidisciplinary teams to streamline pre-operative procedures and enhance patient experience.
- Implemented best practices for appointment reminders, reducing no-show rates among scheduled patients.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
Lead Medical Support Assistant
US Department of Veterans Affairs
Pittsburgh, PA
12.2015 - 04.2021
- Coordinated patient appointments and managed scheduling for multiple healthcare providers.
- Implemented electronic health record system updates to enhance patient data accuracy.
- Trained new staff on administrative procedures and best practices for patient interaction.
- Streamlined office workflows, reducing appointment wait times and improving patient flow.
- Developed training materials to enhance staff understanding of VA policies and processes.
- Oversaw inventory management of medical supplies, ensuring timely replenishment and compliance.
- Ensured accurate record-keeping of patient information, maintaining strict confidentiality in compliance with HIPAA regulations.
- Enhanced interdepartmental collaboration through facilitating regular team meetings, allowing for more effective care planning and resource allocation strategies.
- Streamlined appointment scheduling process for better patient experience and reduced wait times.
- Provided compassionate customer service, addressing patient concerns and fostering positive relationships between patients and healthcare providers.
- Supported the development of staff training programs to enhance team performance and improve service quality.
Customer Service Representative
Peoples Gas
Pittsburgh, PA
12.2011 - 12.2015
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Assisted in processing service requests, ensuring timely responses to customer needs.
- Streamlined workflow processes to enhance response time and improve overall customer satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Patient Access Coordinator II
Allegheny Health Network
Pittsburgh, PA
09.2005 - 12.2011
- Managed patient registration processes to ensure accurate data entry and compliance with healthcare regulations.
- Coordinated insurance verification and authorization processes, enhancing patient access to care services.
- Streamlined appointment scheduling systems, improving patient flow and reducing wait times for services.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
- Scheduled diagnostic tests efficiently, ensuring minimal waiting time for patients and reducing the strain on department resources.
- Promoted patient-centered care through facilitating open lines of communication between medical professionals, patients, and their families regarding treatment plans and progress updates.
- Supported revenue cycle management efforts through precise coding of services rendered for proper reimbursement from insurers.
- Greeted and assisted patients with check-in procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Education
GED -
Woodland Hills
Skills
- Schedule coordination
- HIPAA
- Medical terminology
- Office coordination
- Epic systems
- Teamwork orientation
- Organization and time management
- Documentation and recordkeeping
- Insurance authorizations
Timeline
Lead Surgery Scheduler
UPMC
04.2021 - Current
Lead Medical Support Assistant
US Department of Veterans Affairs
12.2015 - 04.2021
Customer Service Representative
Peoples Gas
12.2011 - 12.2015
Patient Access Coordinator II
Allegheny Health Network
09.2005 - 12.2011
GED -
Woodland Hills