Cynthia Herrmann
Patient Scheduler
San Pedro,CA
Summary
Dynamic and results-oriented professional with over 30 years of experience in healthcare appointment scheduling, seeking to leverage extensive administrative expertise in a challenging role. Bilingual in Spanish and English, offering exceptional communication skills that enhance collaboration and service delivery. Committed to contributing effectively to organizational goals while ensuring a seamless experience for clients and colleagues. Authorized to work in the US for any employer, ready to make a positive impact in a dynamic environment.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Radiology Scheduler
R1 RCM - Out-resourced Company
04.2024 - 06.2025
- Coordinated patient scheduling for imaging services for Providence LCM Torrance Hospital and affiliated offices, optimizing appointment availability and minimizing delays.
- Collaborated with radiologists to ensure accurate and timely processing of referrals and orders.
- Managed incoming calls, efficiently handling patient inquiries and appointment requests.
- Developed a strong understanding of various radiology procedures and their prerequisites, allowing for accurate scheduling and patient education.
- Maintained strict adherence to HIPAA guidelines while handling sensitive patient information during the scheduling process.
- Facilitated same-day appointments whenever possible by constantly monitoring available time slots and communicating with clinical staff regarding urgent cases.
- Improved patient satisfaction with timely and accurate appointment confirmations and reminders.
- Assisted in training new schedulers on department protocols, policies, and software systems to ensure smooth integration into the team.
- Collaborated with radiologists to ensure smooth workflow throughout the day, addressing any scheduling conflicts or delays as they arose.
- Reduced patient wait times by effectively managing schedules for multiple radiologists and technicians.
- Worked closely with referring physicians' offices to coordinate timely referrals for diagnostic imaging services, expediting patient care when necessary.
- Enhanced communication between patients and medical staff through clear and concise instructions regarding appointment requirements.
- Contributed to a positive work environment by fostering strong relationships with colleagues across various departments within the facility.
- Provided excellent customer service to patients, answering inquiries about radiology procedures and billing processes promptly and accurately.
- Managed high call volumes efficiently while maintaining a professional demeanor and providing exceptional customer service to both internal staff members and external callers alike.
- Assisted in maintaining up-to-date patient records by diligently updating demographic information and insurance details.
- Proactively addressed potential scheduling issues by reviewing upcoming appointments regularly and making necessary adjustments as needed.
- Ensured that all required pre-appointment documentation was complete, reducing last-minute cancellations due to missing paperwork or information gaps.
- Retrieved medical data for physicians and patients.
- Secured confidential patient information from unauthorized access.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Catalogued patient data in clinical databases and registries according to regulatory practices.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
- Contact patients for their future appointments and schedule the studies accordingly, giving the patients instructions and preparations for the procedures.
- Record all appointments scheduled into the R1 'OF' system to coincide with appointments already scheduled in Epic.
- Assist in scheduling for the San Pedro, LCM Radiology team when needed.
- Speaking Spanish with Spanish-speaking patients to ease the way in scheduling.
- Work overtime when needed and approved by management after hours and on weekends.
Radiology Scheduling
Providence Little Company of Mary
02.2016 - 04.2024
- Schedule Appointments for referring providers to the Radiology Dept at Providence LCM Torrance Hospital and affiliated offices.
- Coordinated patient for radiology procedures, ensuring optimal utilization of resources.
- Assist in scheduling for the San Pedro, LCM Radiology team when needed.
- Update current demographics and insurances.
- Worked closely with referring physicians'' offices to coordinate timely referrals for diagnostic imaging services, expediting patient care when necessary.
- Contact patients for their future appointments, gave instructions and preparations for the procedures.
- Managed appointment rescheduling to enhance patient experience and operational efficiency.
- Collaborated with radiologists and technicians to streamline workflow and minimize wait times for patients.
- Speaking Spanish on the Spanish line to ease the way for our Spanish-speaking Patients.
- Record nightly: Work queue status for Active and Deferred Numbers and Trace Totals.
- Work overtime when needed and approved by management after hours and on weekends.
- Trained new staff on scheduling protocols, fostering a collaborative team environment and consistency in service delivery.
- Upheld HIPAA regulations and standards for protecting patient information.
Radiology Scheduling
Providence Little Co of Mary
02.2016 - 08.2017
- Coordinated patient scheduling for radiology procedures, ensuring optimal utilization of resources.
- Schedule Appointments for referring doctors to Providence Little Company of Mary, San Pedro Hospital Radiology Department, and affiliated offices.
- Update current demographics and insurances.
- Contact patients for their future appointments and schedule the studies accordingly, giving the patients instructions and preparations for the procedures.
- Led initiatives to track patient flow data, identifying trends to improve scheduling accuracy and resource allocation.
- Promoted a culture of continuous improvement within the scheduling department by actively participating in team meetings and offering constructive feedback on current processes.
- Increased overall department efficiency by identifying areas for improvement in the scheduling process, proposing solutions, and implementing changes as needed.
- Improved patient satisfaction with timely and accurate appointment confirmations and reminders.
Front Desk Administration: Internal Medicine and Pediatrics
Providence Axminister Medical Group
08.2015 - 11.2015
- Greet patients and check them in for their appointment.
- Verify all demographics and update data that is outdated or missing.
- Collect copays and prepare charts for the doctor.
- Handle high call volumes and record messages. Transfer calls to appropriate personnel.
- Prepare documents for medical records for scanning and collect faxes.
- Schedule appointments and write letters to the doctor to give to the patients when needed.
- Prepare charts for the next day and complete the EOD end-of-day cash drawer.
Call Center Customer Service Representative
USC Keck School of Medicine
03.2014 - 07.2015
- Managed a high volume of calls daily, maintaining composure under pressure while delivering exceptional service to over 20 doctors and staff.
- Intake insurance information over the phone, collect and verify Personal information for registration of new patients.
- Assist with several other outside departments with conversion in the current Cerner software.
- Member of the USC Spirit Committee and created a source of income that generated a great deal of funds for the holiday Celebrations for the end of the year.
- Received several awards for my commitment and teamwork with fellow employees and managers.
Administrative Assistant III
UCLA Orthopedic Department
02.2001 - 07.2013
- Answer high volume calls under 60 sec.
- Assist patients by making appointments for over 30 doctors on staff with very different protocols.
- Trained to perform front desk duties, including patient check in procedures.
- Collected co-pays
- Cross trained on the Spine Department phonelines and assisted with making appointments for 6 Spine doctors on staff.
- Assist the office manager with projects or tasks that need immediate attention with efficiency.
- Assist the back office, manager's office, and fellow employees with Insurance verification online.
- I have experience in a program called, Lean Projects, chosen to represent the phone room when companies from out-of-state hospitals come by to see how we manage our daily procedures.
- Trained new administrative staff on departmental procedures and software tools to promote consistency in operations.
- Implemented process improvements that enhanced overall service delivery within the orthopedic department.
Administrative Assistant II
UCLA Cerebral Palsy Clinic
01.2001 - 01.2001
- Personal secretary to Pediatric Surgeon, Dr. Albert Stroberg
- Managed scheduling and coordination of patient appointments, ensuring efficient clinic operations.
- Secretary to the Cerebral Palsy Clinic.
- Sent letters to patients and their doctors about progress updates and insurance authorizations.
- With Dr. Stroberg, I would make surgery appointments and prepare the patients for surgery.
- Call in prescriptions and assist parents in managing all aspects of their child's care.
Administrative Assistant II
UCLA Dermatology Department
01.2000 - 01.2001
- Managed front desk operations, ensuring positive visitor experiences and efficient appointment scheduling.
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
- Collect co-pays
- Answer heavy phone calls.
- Update demographics
- Provided exceptional customer service, addressing inquiries and resolving concerns promptly.
- Assist patients in making follow-up appointments.
- Updating insurance information
- Assist doctors with messages/pharmacy calls.
- Personal secretary to Dr. Takahashi and all her Residents and Faculty members.
- Encountered all visits to the Photo-derm Department as well as assisting all patients for the working day.
Administrative Assistant II
UCLA Iris Cantor Women's Health Center
01.1999 - 01.2000
- Greeted guests at the front desk and engaged in pleasant conversations while managing check-in process.
- Answer high-volume calls.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Personal secretary to Dr. Camille Davtyan and Dr. Annapoorna Chirra with messages and Pharmacy calls.
Education
Dual Certified Medical Administrative Assistant - Healthcare
Corinthians Bryman's College
Winnetka, CA01-1996
General Education - Health Care Administration
Santa Monica And Pierce College
Santa Monica, CA And Woodland Hills, Ca High School Diploma - undefined
Notre Dame High School
Sherman Oaks, CA01.1988
Skills
- Proficient in Epic software
- Experience with various insurance types
- CPT coding proficiency
- Proficient in English and Spanish communication
- Strong organizational abilities
- Effective multi-tasking
- Patient intake management
- Medical language proficiency
- Scheduling coordination
- Documentation review
- Efficient records retrieval
- Proficient in computer applications
- Radiological imaging procedures
- Hospital experience
- Courteous phone handling
- Front desk medical assistant
- Collaborative team player
- Compliance with HIPAA standards
- File maintenance
- Medical record auditing
- EHR software proficiency
- Effective time management
- Proficient in multi-line phone operations
- Detail-oriented
- Analytical problem-solving
- Task prioritization
- Consistent reliability
- Flexibility in changing situations
Certification
- CMA - Certified Medical Assistant- Dual Front and Back office
Additional Information
- Skills
- Leadership Qualities
- Team Player
- Self-Motivator and Positive Thinker
Customer Appreciation Awards
Several patients wrote in and complimented me on the service and care that was given in assisting them with the scheduling and procedure.
Languages
Spanish
Native or Bilingual
Timeline
Radiology Scheduler
R1 RCM - Out-resourced Company
04.2024 - 06.2025
Radiology Scheduling
Providence Little Company of Mary
02.2016 - 04.2024
Radiology Scheduling
Providence Little Co of Mary
02.2016 - 08.2017
Front Desk Administration: Internal Medicine and Pediatrics
Providence Axminister Medical Group
08.2015 - 11.2015
Call Center Customer Service Representative
USC Keck School of Medicine
03.2014 - 07.2015
Administrative Assistant III
UCLA Orthopedic Department
02.2001 - 07.2013
Administrative Assistant II
UCLA Cerebral Palsy Clinic
01.2001 - 01.2001
Administrative Assistant II
UCLA Dermatology Department
01.2000 - 01.2001
Administrative Assistant II
UCLA Iris Cantor Women's Health Center
01.1999 - 01.2000
High School Diploma - undefined
Notre Dame High School
Dual Certified Medical Administrative Assistant - Healthcare
Corinthians Bryman's College
General Education - Health Care Administration
Santa Monica And Pierce College