Diana Loyola
Franklin Square,NY
Summary
Patient-focused support services Manager with over 20 years of experience in healthcare settings, equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, enhancing patient satisfaction, managing high-performing teams, and policy enforcement. Talented in finding balanced solutions and resolving conflicts. My goal is to obtain a challenging position where I can utilize my leadership skills, acquire new abilities, and bring success to the company.
Overview
20
20
years of professional experience
Work History
Manager Support Services
Mount Sinai Union Square Radiology
New York, NY
10.2023 - Current
- Manage and coordinate day-to-day activities for a team of 20 administrative personnel, providing coaching and performance feedback.
- Managed escalated patient care issues and facilitated resolutions.
- Interprets and administers personnel policies such as hiring, performance appraisals, training, staff disciplinary activity.
- Ensures accuracy and efficiency by preparing and reviewing operational reports and schedules.
- Collaborate with technologists and radiologists to address office and patient concerns, improving patient experience.
Senior Patient Coordinator
Weill Cornell Medicine ENT and Hearing & Speech Department
New York, NY
11.2013 - 10.2023
- Provide administrative support and coordination for the Hearing & Speech Department Director, 12 Audiologists and 4 Speech Pathologists
- Assist in supervising and analyzing the day-to-day activities of the H&S administrative staff
- Perform the training of H&S procedures and guidelines to new employees in multiple locations, in conjunction with ENT protocols
- Coordinate H&S meetings to discuss new ideas and improvements to ensure maximum efficiency
- Verify that all Audiology & Speech referrals are in Epic to ensure all compliance protocols are met
- Screen and greet callers for multiple providers, maintain heavy communication with patients, referring physicians and other faculty/staff regarding patient care and administrative responsibility
- Support the check-out area by scheduling internal/external appointments
- Meet the department's needs by maintaining professional relationships with outside organizations.
Customer Service Representative
Columbia Doctors Radiology
New York, NY
08.2008 - 09.2012
- Checked-in patients in a courteous and helpful manner and collected all payments upon check-out
- Registered new patients and verified the accuracy of demographics and insurance information by EMR
- Communicated with physicians' staff and medical records to effectively meet patients' needs
- Answered multi line phone system, confirmed, and scheduled patients' appointments including but not limited to follow up for diagnostic procedures and securing pre-certification and authorization for medical services as necessary
- Provided administrative assistance to Technologists and Radiologists in the center.
Medical Secretary / Biller
Psychotherapy & Counseling Center
Queens, NY
05.2007 - 06.2008
- Called insurance companies to verify authorizations, eligibility, and outpatient mental health benefits
- Utilized Therapist Helper to enter patient demographics, submit insurance claims, and make psychotherapy appointments in accordance with the requirements of the provider.
Receptionist
Office of Drs. Evan T. Steadman, Robert Sassoon & Stanley Birnbaum
New York, NY
02.2004 - 06.2006
- Assisted with patient registration, check-in, OB/GYN appointments, confirmation, and other patient care related tasks that took part in all office day-to-day activities
- Received and handled phone calls and directed them to appropriate personnel
- Maintained the cleanliness of waiting area.
Education
Bachelor of Science in Health Services Administration -
CUNY School of Professional Studies
01.2025
Associate of Applied Science in Computer Information Systems -
Bramson ORT College
06.2006
Associate of Arts in Communication Studies -
LaGuardia Community College of The City University of New York
Skills
- Fluent in spoken and written English and Spanish
- Knowledge of EPIC, IDX, Media Manager, Imagecast, RIS, Eagle, and Therapist Helper
- Strongly skilled in organization, communication, working under pressure and handling multiple tasks
- Self-confident with professional and personable attitude, reliable, productive and a team player
Timeline
Manager Support Services
Mount Sinai Union Square Radiology
10.2023 - Current
Senior Patient Coordinator
Weill Cornell Medicine ENT and Hearing & Speech Department
11.2013 - 10.2023
Customer Service Representative
Columbia Doctors Radiology
08.2008 - 09.2012
Medical Secretary / Biller
Psychotherapy & Counseling Center
05.2007 - 06.2008
Receptionist
Office of Drs. Evan T. Steadman, Robert Sassoon & Stanley Birnbaum
02.2004 - 06.2006
Bachelor of Science in Health Services Administration -
CUNY School of Professional Studies
Associate of Applied Science in Computer Information Systems -
Bramson ORT College
Associate of Arts in Communication Studies -
LaGuardia Community College of The City University of New York
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