Courtney McGuire Scanapico

Patient Access Operations & Workflow Management

Call Overflow Support & High-Volume Call Handling

Appointment Scheduling & Online Request Management

Queue Management & Call Flow Oversight

Patient Experience & Satisfaction Improvement

Patient Outreach for Low Survey Scores & Complaints

Escalation Management & Issue Resolution

De-escalation & Conflict Resolution Techniques

On-Call Supervisory Support (Weekend Coverage)

Call Monitoring & Quality Assurance

Epic Electronic Health Record (EHR) – Super User

Epic Appointment Scheduling, Medication Refill Requests, Referral Processing & Message Management

Provider Schedule Monitoring & Template Management in Epic

Physician Profile Creation for Department Management

Physician Schedule Optimization

Patient Survey Data Analysis & Weekly Reporting

Staff Training, One-on-One Coaching & New Hire Epic Training

Knowledge Base Creation & Documentation (OneNote)

Cross-Location & Multidisciplinary Team Coordination

HIPAA-Compliant Patient Communication

• Recording important patient information, including insurance information.
• Updating electronic health records.
• Relaying information between patients and staff members, providing them with necessary updates.
• Obtaining pre-approval for treatment and medications.
• Obtaining payment information and handling payments.
• Assist patients with appointments, prescriptions, and communicating with their doctor.
• The first point of contact for all incoming calls to the doctor's office.