Christela Gonzales

• Responsible for high call volume, answering an average 60-85 daily calls, accurate chart documentation, ability to handle challenging patients, while delivering excellent customer service.
• Scheduling and confirming of all surgical procedures averaging 100 or more monthly cases, and provide specific surgery instructions for all patients.
• Streamline all physician office appointments, outpatient procedures, medical referrals, and surgical procedures.
• Responsible for obtaining surgical consent clearances, notifying patients of medication restrictions, and providing specific instructions.
• Establish financial payment plans, managed an appointment wait list and all incoming referrals, scanning sensitive documents, verifying demographic information, and assist with obtaining pre authorizations.
• Serve as a daily checkout clerk, collect and calculate on all surgical pre-payments and office consults both via telephone and in person.
• Continuous patient correspondence, using EMR Outlook email, and KLARA Texting Communications, portal messages.
• Manage all medical records inquiries for my assigned surgeon.
• Responsible for distributing and tracking sample medications, with proper documentation for accurate record keeping.
• Multi-tasking and providing positive team interactions with all team members and physician staff.

• Coordinate and schedule complex neurosurgical procedures across multiple entities, ensuring accuracy and adherence to institutional protocols.
• Handle high-volume daily email communication to maintain accurate scheduling of surgery cases, pre-op/post-op appointments, and patient coordination.
• Manage and maintain accurate Outlook calendars for surgeons to ensure alignment with Q-Genda.
• Oversee daily scheduling updates on my self-created scheduling depot and surgery snap board.
• Create, write, and distribute the company newsletter.
• Develop quality improvement strategies such as keeping a shared MS Excel sheet used by the surgical team to monitor all combination cases.
• Create visual training materials, including Step-by-Step MS PowerPoint to self-explain and standardize work processes and serve as guide for Neurosurgery Scheduling.
• Assist with pre-operative workflow in helping obtain surgical medical clearances and confirm financial clearance for all surgical cases.
• Optimize surgical block time and collaborate with surgeons, OR staff, and tissue banks to prevent delays.
• Confirm accuracy of entries with the OR scheduling team and communicate any discrepancies.
• Keep an active log of all booked, rescheduled, or cancelled surgeries.
• Document changes in real time, including patient name, surgeon, updated date, and reason for rescheduling.
• Maintain accurate EPIC EMR documentation and ensure compliance with HIPAA and UTSW confidentiality policies.
• Serve as liaison between physicians, patients, to enhance communication and patient experience.
• Coordinated with facilities to set up complex surgeries for my team of four neurosurgeons.
• Answered an average of 30 phone calls and messages for my assigned physician's medical facility, scheduling appointments, and handling patient inquiries.

• Responsible for extremely high call volume, answering over 300 monthly calls, and delivering excellent customer service.
• Schedule an average of 140 plus surgical procedures every month.
• Streamline all physician office appointments, outpatient procedures, medical referrals, and surgeries.
• Responsible for obtaining surgical consent clearances, notifying patients of medication restrictions, and providing specific instructions.
• Establish financial payment plans, manage an appointment wait list and all incoming referrals, scan sensitive documents, and verify demographic information.
• Serve as a daily checkout clerk, collecting and calculating on all surgical pre-payments and office consults both via telephone and in person. Daily use of Document Sign for obtaining patient consents and HIPAA disclosures.
• Continuous patient correspondence, using EMR and patient total messages, email, and KLARA texting communications, of all essential surgery information and confirmations.
• Manage dictation of on-call service messages with prompt delivery according to company policy.
• Developed process improvements that enhanced scheduling accuracy and reduced conflicts.
• Analyzed scheduling patterns to identify trends and recommend adjustments for operational efficiency.

• Obtain surgical orders via EPIC from providers, completing necessary paperwork, coordinating schedules with hospitals and physicians.
• Advise the patient on all important pre- and post-operative instructions, like food, fluid, and medication intake and restrictions before surgery.
• Confirm important health information, such as allergies and current medications, before giving instructions.
• Schedule and obtain pre-op evaluations and surgical clearance documentation from requested physicians or surgeons prior to surgery date.
• Enter surgery appointments under the patient's appointment desktop. Ensure all insurance information is loaded accurately, attached to the visit, and verified. Attach authorization information to the appointment.
• Document phone calls to patients about surgery instructions.
• Maintains and monitors surgical block time to keep utilization high. Manage and advise surgeons of unused time and releases it to prevent loss. Adjusts schedules to use time from cancellations and accommodate emergency procedures.

• Accommodates last-minute emergent surgery cases and adjusts cases to satisfy patient needs and the surgeon's request.
• Responsible for verbalizing and electronically sending patient preliminary surgery prep instructions, including coordination of necessary medications and post-op appointments.
• Obtains preliminary operating room scheduling information from clinical and surgical services and enters it into the EPIC EMR scheduling system.
• Works effectively with management to meet satisfactory goals and make certain surgeons' schedules are properly scheduled.
• Closely monitor tentative schedules to determine missing components such as necessary procedure codes, appropriate diagnosis, and equipment according to specific surgeries.
• Proactively make surgical case changes, and communicate with both anesthesia and offsite surgical sites to confirm and resolve conflicts promptly.
• Verify and finalize surgical procedures according to company guidelines for continued surgical and patient satisfaction.
• Teach new staff my established workflow for surgery scheduling, documentation, and case coordination to help improve consistency.
• Provide hands-on guidance to ensure new employees understood system navigation, chart requirements, and scheduling protocols.
• Use of computer applications and automated systems such as spreadsheets, word processing, calendars, and e-mail to perform daily tasks.
• Accesses protected health information (PHI) in accordance with governing laws and company policy.
• Coordinated scheduling for multiple providers, optimizing patient appointment flow and resource allocation.

• Meticulously schedule approximately more than 100 monthly surgical cases in specialties: bariatric, spine, pain, GI, and cosmetic procedures directly with physician offices with high regard to special accommodations and equipment availability.
• Strategically market my facilities' services to include pre-op testing, diagnostic exams, and ER treatments by utilizing fax blasts, making sales calls, and making personal visits.
• Manage and maintain accurate calendars for surgeons and appropriate anesthesia blocks.
• Create, write, and distribute the company newsletter by use of productivity software.
• Manage special projects and presentations and utilize MS Excel to track scheduling trends and improve marketing strategies.
• Consistency in exceeding monthly budget goals by over one hundred percent.
• Daily use of managing physicians' calendars, CERNER, Sfax.
• Responsible for confirming surgical procedures and scheduling after-hour add-ons .
• Coordinated scheduling for multiple providers, optimizing patient appointment flow and resource allocation.

• Process outgoing payments in compliance with financial policies and procedures.
• Ownership of 80+ vendors, and proven track record of creating positive vendor relations by streamlining and improving payment records to ensure accuracy and efficiency.
• Proactively and reactively supply frequent proof of payment, issue stop payments.
• Perform day-to-day financial transactions, including verifying and classifying 2-Way and 3-Way matching.
• Responsible for preparing and effectively deliver the daily bank deposit, accurately handling large sums of cash and checks with confidentiality and attention to detail.
• Reconcile the accounts payable Excel spreadsheet for audit and accuracy.
• Skilled at problem-solving and critical thinking.
• Appropriately escalate complex financial situations to the business office manager.
• Facilitate payment of invoices due by communicating with clients via positive phone and email interactions.
• Provided new-hire training and implemented a comprehensive training manual outlining office processes, workflow guidelines, and reference materials, supported with hands-on instruction for effective onboarding.
• Assist with accounting records and ledgers by reconciling monthly statements and transactions and provide detailed MS EXCEL report to my manager.
• Prepare financial documents for proper payment processing; manage credits and analyze statements for accuracy.
• Fully support administrator and physicians with daily clerical needs.
• Serve as front desk admissions backup and surgery scheduler as needed use of EPIC EMR.

• Serve as surgical coordinator for a network of 60 physicians for an ambulatory surgery center with specialties in plastic, OB/GYN, moh's repair, endoscopic, GI cases, cardiac, and orthopedic.
• Adequately registering cases by use of E-Clinicals medical software.
• Determine and identify proper billing codes and payer diagnosis.
• Self-managed daily high volume of incoming and outgoing phone calls and emails to average a monthly scheduling of 450 surgical cases.
• Coordinate efforts with the clinical operations manager to improve surgery block time and release any unused time.
• Responsible for analyzing and monitoring scheduling trends and facilitating and creating new ideas for business marketing expansions.
• Serve as a marketing promoter with special projects such as meeting new potential business leads and onboarding of new physicians.
• Developed and maintained a comprehensive handbook outlining my workflows and responsibilities: Provided employee training.
• Routine attendance of strategic meetings with ASC business developers and administrators to help implement and influence successful surgery scheduling quality improvement and enhance HCA company growth.

• Admitting pre-op patients for outpatient imaging procedures.
• Verify accuracy of sensitive patient data scan and process paperwork according daily use of IPAD.
• Provide thorough Insurance Verification and benefit explanations prior to patient appointment.
• Collect patient payments, and posting charges.
• Answer phones and assist with scheduling procedures by use of CERNER Following HIPAA and OSHA guidelines at all times.
• Execute patient care communications and accommodating patients needs.
• Daily close professional interactions with patients.
• Track office supply needs and report restocking needs to imaging director.
• Prepare charts for next day Ability to float from insurance verification, co-insurance calculations and pre-authorizations as needed.
• Team collaboration such as assisting with medical records Avid participant in USPI EDGE program.

• Responsible for patient check in check out.
• Collect copays balance cash drawer.
• Confirm and schedule all patient appointments including special procedures.
• Insurance verification pre-certifications.
• Schedule minimal of 40 surgeries weekly for two physicians.
• Manage electronic and paper faxes high call volume.
• Responsible for Medical Records including purging paper charts medical records in compliance with organizational and regulatory standards.
• Develop Spanish/English patient intake forms including HIPAA documents to improve patient experience.
• Daily use of PRACTICE FUSION EMR & EHR.
• Utilize Paper Charts Register / Create New Patient Accounts.
• Serve as a Spanish Interpreter Oversee Office Supply Inventory.

• Administer scheduling of all patient appointments by use of NEXTGEN EMR/ EHR.
• Handle patient check in check out duties. Utilize Outlook to schedule and coordinate anesthesia for about 15 ablations weekly for one doctor.
• Daily collecting copays balancing cash drawer, confirming appointments, insurance verification and pre-certification.
• Manage paper charts faxing high call volume. Responsible for all medical records.
• Coordinate hospital surgeries and procedures for provider.

Positive interaction with referring clinical staff to ensure productive outpatient scheduling of diagnostic exams.

Assist Both Radiologist/ Technicians with Spanish Interpretations & Chaperoning.

• Scheduling Diagnostic Images with Proper Protocols; Confirm/ Follow up on all no-shows appointments
• Verify and confirm all types of health insurances, including Workers Compensation, LOP Cases.
• Obtain proper insurance benefits & timely authorizations. Handle Appeals for Insurance Denials.
• Thoroughly explained insurance benefits, coordinated financial payment plans to help patients.
• Checked in/out patients by use of EMR program RIS Collect /Post payments, Data Entry, Answer Multi-Phone Line, Fax Monitor.
• Responsible for all Films/CD Delivery, Handling of all Co. Mail & Front Office Supply Stock.
• Manage all incoming Fax Referrals, scan sensitive documents, Perform Opening/Closing procedures, stimulate new/repeat patient Growth by developing relationships, marketing tactics.
• Effectively make between 80-100 daily calls to patients in attempts to schedule pending exams.