Dilenia Polanco
Assistant Coordinating Manager
Vanderveer St Queens Village,NY
Summary
Experienced Office Management, Clinic supervisor, and Administration Professional with over twelve years of experience optimizing productivity, efficiency and service quality across various environments in the healthcare field. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
22
22
years of professional experience
Work History
Assistant Coordinating Manager
Elmhurst Hospital Center
Queens , New York
01.2021 - Current
- Collaborated with clinic manager to maintain daily operations.
- Created customized care plans, working with providers and patients to assess and meet individual needs.
- Develops weekly/monthly production status reports for Department Director
- Works director and providers to plan and coordinate clinic schedules.
- Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Coordinates outpatient Neurology clinics and laboratory scheduling
- Insures continuity of care by the same provider
- Manage physician diagrammatic Botox reports received from providers
- Kept optimal quality levels to prevent critical errors and support team performance targets.
- Maintains surveillance data on show rates, number of cases, wait times for appointments, and reports
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
CLINIC SUPERVISOR
NYC HEALTH + HOSPITALS/ELMHURST
QUEENS, NY
01.2007 - Current
- Supervise and develop front desk staff, managing operations across 25 clinics.
- Drive process improvement initiatives to enhance the patient experience while minimizing costs and optimizing staff performance.
- Evaluate staff schedules and performance to ensure efficient coverage and provide constructive feedback and training opportunities.
- Order supplies and maintain inventory, sourcing out vendors and negotiating best pricing.
- Prepare operational analysis, flow charts, presentations and reports, as required by project specifications.
- Partner with management to develop tools and metrics to evaluate performance of target initiatives.
- Collect data and schedule meetings.
- Provide care coordination to improve patient satisfaction through communications with Primary Care Providers, Radiology, Phlebotomy, EKG, Pediatrics, and Pre-admission/Finance units.
- Engage patients on a one-to-one basis, via telephone and letters to remove any barriers in obtaining appointments in appropriate timeframes.
- Ensure financial/medical compliances met prior to scheduled surgery dates.
- Participate in meetings to improve unique patients, communications, fiscal improvement, and clinical flow.
- Comply with HIPPA and maintain patient confidentiality in accordance with facility policies and procedures.
- Liaise across departments and organizations to meet customer needs and expectations; address patient/guest/visitor questions, concerns and resolve issues.
- Follow up with patients and/or providers to ensure linkages to medical care were successful.
- Meet with executive director to improve patient experience.
ADMINISTRATIVE CLERICAL ASSOCIATE
ELMHURST HOSPITAL CENTER
QUEENS, NY
01.2006 - 01.2007
- Consistently praised for efficient handling of administrative duties, including answering phone calls, and scheduling appointments and opening visits.
- Verified patients managed care eligibility, processing and maintaining medical records.
- Attended monthly meetings and committee assignments.
- Built relationships and leveraged professionalism to improve patient satisfaction.
- Interacted with nurses and providers to improve the efficiency and productivity of the facility.
- Utilized Unity, Patient Electronic EDAR, Quadramed, and EFAS systems.
- Clarified information for patients in a clear and concise manner.
- Ensured compliance with complex healthcare regulations.
- Liaised across departments and organizations to meet customer needs and expectations, address members' questions and concerns, and resolve problems.
- Consistently stayed ahead of schedule through careful planning and time management.
- Gained track record of excellent customer service and retention.
OFFICE MANAGER/ CUSTOMER SERVICE REPRESENTATIVE
EXPRESS COMUNICATION AGENCY
CORONA, NY
01.2000 - 01.2006
- Collaborated within a multifaceted environment, providing a wide-ranging customer service that included insurance policy negotiation as well as sales and support.
- Generated leads, established relationships, and acquired new customers, proactively responding to customers' questions and concerns.
- Managed administrative functions, global transactions, and resolved financial issues.
- Served as translator for non-English speaking customers.
- Successfully built customer base, resulting in consistent annual profitability increases.
Education
Associate Degree - Liberal Arts
Hostos Community College
Bachelors’ Degree - Business Administration/Management
Plaza College
Trained as a Supervisor Development Program by heath and Hospital corporation - undefined
Skills
Epic Template Manager
undefinedTimeline
Assistant Coordinating Manager
Elmhurst Hospital Center
01.2021 - Current
CLINIC SUPERVISOR
NYC HEALTH + HOSPITALS/ELMHURST
01.2007 - Current
ADMINISTRATIVE CLERICAL ASSOCIATE
ELMHURST HOSPITAL CENTER
01.2006 - 01.2007
OFFICE MANAGER/ CUSTOMER SERVICE REPRESENTATIVE
EXPRESS COMUNICATION AGENCY
01.2000 - 01.2006
Trained as a Supervisor Development Program by heath and Hospital corporation - undefined
Bachelors’ Degree - Business Administration/Management
Plaza College
Associate Degree - Liberal Arts
Hostos Community College
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