Crystal Neff
Northridge,CA
Summary
Experienced Hospice Office Manager and Patient Care Coordinator with 8+ years of experience supporting hospice operations, coordinating patient care, and maintaining a strong focus on regulatory compliance. Passionate about hospice care and dedicated to ensuring patients and families receive compassionate, efficient, and respectful support.
Known for strong organizational skills, compassionate customer service, and the ability to keep office operations running smoothly in fast-paced healthcare environments. Committed to continuously improving workflows, strengthening compliance, supporting interdisciplinary teams, and helping deliver high-quality patient-centered care efficiently and effectively.
Overview
10
10
years of professional experience
Work History
Office Manager/Lead Patient Care Coordinator
Allstate Care Hospice Inc
Los Angeles, California
05.2024 - Current
- Managed hospice office operations, supporting patient admissions, scheduling, and daily coordination.
- Maintained confidential patient records, charts, and documentation for hospice compliance.
- Answered phones, routed inquiries, and supported families with compassionate communication.
- Coordinated staff schedules, meetings, and office calendars for clinical teams.
- Processed billing documents, invoices, and insurance paperwork for hospice services.
- Tracked supply inventory and ordered office materials for Allstate Care Hospice Inc..
- Prepared reports, forms, and correspondence for management and care teams.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Maintained filing system for records, correspondence and other documents.
- Supported compliance checks, policy updates, and administrative procedures in hospice operations.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Managed office inventory and placed new supply orders.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Managed office budget to handle inventory, postage and vendor services.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Managed, scheduled and coordinated office functions and activities for employees.
- Developed and implemented office policies and procedures.
- Provided training to new hires on office policies and procedures.
- Ensured compliance with applicable laws regarding employment practices.
- Organized company events including holiday parties, team building activities.
- Provided administrative support to the management team including preparing reports and presentations.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Negotiated contracts with vendors, securing favorable terms and cost savings.
- Assisted in recruiting, onboarding and training new employees.
- Prepared agendas for board meetings and took minutes during sessions.
- Coordinated patient intake and verified demographic information
- Scheduled appointments and managed calendar changes
- Reviewed insurance coverage and routed authorization requests
- Entered intake data into electronic medical records
- Collected forms and organized confidential patient files
- Followed office procedures and supported front desk operations
- Answered calls and directed questions to appropriate staff
- Maintained accurate records of client intakes in an electronic database system.
- Assisted in developing policies and procedures related to intake processes.
- Communicated effectively with supervisors regarding current caseloads and resource availability.
- Collaborated with multidisciplinary team members to ensure quality care is provided to all clients.
- Met regularly with clients to review progress towards established goals and objectives.
- Monitored the client's activities while at the facility and documented any changes in behavior or attitude.
- Ensured compliance with relevant regulations pertaining to the provision of services.
- Actively sought out opportunities for professional development through continuing education courses or workshops.
- Developed strategies to assist clients in overcoming barriers that impede successful outcomes.
- Attended training on topics such as trauma-informed care, cultural competence, ethics.
- Delegated work to staff, setting priorities and goals.
Patient Care Coordinator
Sunset Hospice Care
Los Angeles, California
05.2024 - Current
- Supported patient admissions, transfers, and discharge planning for hospice care services.
- Shared care updates with families, nurses, physicians, and Sunset Hospice Care staff.
- Arranged patient visits, assessments, and interdisciplinary team meetings.
- Kept patient records, care notes, and referral documents accurate and current.
- Monitored care schedules and followed up on patient service requests.
- Verified insurance information and authorization details for hospice patient services.
- Routed calls, messages, and case updates to appropriate clinical team members.
- Supported end-of-life care planning with compassionate patient and family communication.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Provided administrative support for patient care staff.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Processed patient intake information and updated medical records prior to treatment.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Resolved payroll questions with employees and managers
- Maintained confidential payroll files and employee records
- Entered new hire and termination payroll changes
- Resolved discrepancies between payroll records and employee inquiries.
- Completed day-to-day duties accurately and efficiently.
- Collected patient demographic and insurance information
- Scheduled intake appointments and coordinated provider calendars
- Verified referrals and authorization requirements before processing
- Reviewed intake forms for completeness and accuracy
- Tracked pending documentation and followed up with contacts
- Communicated intake requirements to patients and families
- Entered case details into electronic record systems
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Maintained accurate records of client intakes in electronic database system.
- Collaborated with multidisciplinary team members to ensure quality care is provided to all clients.
- Met regularly with clients to review progress towards established goals and objectives.
Hospice Office Manager
Reliance Hospice Services
San Fernando, California
02.2021 - 01.2022
- Managed daily office operations for hospice patient intake and administrative support.
- Coordinated staff schedules, calendars, and visit coverage across Reliance Hospice Services teams.
- Scheduled patient visits, assessments, and interdisciplinary team meetings.
- Communicated care updates with families, nurses, physicians, and Sunset Hospice Care staff.
- Coordinated patient admissions, transfers, and discharge plans for hospice care services.
- Maintained accurate patient records, care notes, and referral documentation.
- Verified insurance information and authorization details for hospice patient services.
- Monitored care schedules and followed up on patient service requests.
- Supported end-of-life care planning with compassionate patient and family communication.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Routed calls, messages, and case updates to appropriate clinical team members.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Provided administrative support for patient care staff.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Processed patient intake information and updated medical records prior to treatment.
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Communicated with patients to ensure quality of care and develop care plans.
- Demonstrated flexibility during changes to patient care practice.
- Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
- Managed patient admission and discharge processes, ensuring smooth transitions.
- Educated patients and families on health maintenance and disease prevention.
Assistant office manager
Amenity Hospice Care
Los Alamitos, California
03.2017 - 01.2021
- Managed hospice office operations, supporting patient intake and daily workflow.
- Coordinated staff schedules, appointments, and visit calendars for care teams.
- Maintained patient records, charts, and confidential documentation in office systems.
- Processed insurance forms, billing paperwork, and reimbursement requests for hospice services.
- Trained front office staff on phone handling, filing, and customer service.
- Monitored supply orders, vendor communications, and office inventory for care operations.
- Assisted compliance reviews, ensuring hospice documentation met state and agency standards.
- Resolved patient family inquiries with calm communication and professional support.
- Responded promptly to customer inquiries via phone or email.
- Maintained a calendar of events, meetings, conferences, appointments.
- Entered intake data into electronic medical records
- Scheduled appointments and managed calendar changes
- Reviewed insurance coverage and routed authorization requests
- Coordinated patient intake and verified demographic information
- Collected forms and organized confidential patient files
- Answered calls and directed questions to appropriate staff
- Communicated with providers about referral and intake needs
- Followed office procedures and supported front desk operations
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Assisted in developing policies and procedures related to intake processes.
- Ensured compliance with relevant regulations pertaining to the provision of services.
- Monitored client's activities while at the facility and documented any changes in behavior or attitude.
- Actively sought out opportunities for professional development through continuing education courses or workshops.
- Met regularly with clients to review progress towards established goals and objectives.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
Education
High School Diploma -
Golden Valley Charter
Santa Clarita, CA05-2018
Some College (No Degree) - Child Psychology
Los Angeles Valley College
Van Nuys, CASkills
- Patient intake
- Insurance verification
- Payroll administration
- Hospice compliance
- Customer service
- Effective communication
- Attention to detail
- Records management
- Problem solving
- Team leadership
- Mail handling
- Training and coaching
- Scheduling
- Staff hiring
- Clear oral/written communication
- Scheduling and calendar management
- Payroll and budgeting
- Care coordination
- Medical records
- Appointment scheduling
- Compassionate communication
Timeline
Office Manager/Lead Patient Care Coordinator
Allstate Care Hospice Inc
05.2024 - Current
Patient Care Coordinator
Sunset Hospice Care
05.2024 - Current
Hospice Office Manager
Reliance Hospice Services
02.2021 - 01.2022
Assistant office manager
Amenity Hospice Care
03.2017 - 01.2021
High School Diploma -
Golden Valley Charter
Some College (No Degree) - Child Psychology
Los Angeles Valley College