EMILY GILBERT
Haslet
Summary
Results-driven Administrative Professional specializing in optimizing operational efficiency and enhancing patient satisfaction in medical settings. Expertise in managing front office teams and streamlining scheduling processes to improve patient interactions and ensure regulatory compliance. Strong organizational skills support collaboration with healthcare teams, enhancing patient care and service delivery.
Overview
20
20
years of professional experience
Work History
LASIK Coordinator
Texas Eye and Laser Center
Hurst
01.2024 - Current
- Coordinated patient scheduling for LASIK consultations and follow-up appointments.
- Scheduled patient appointments for LASIK procedures and preoperative visits.
- Educated patients on LASIK procedures, risks, and post-operative care instructions.
- Instructed patients on post-operative care instructions following the surgery.
- Handled patient inquiries and resolved concerns to enhance satisfaction levels.
- Provided information about the procedure and answered questions from patients or their families.
- Assisted patients with paperwork, payment options, and financing arrangements.
- Coordinated follow up visits with ophthalmologists after the procedure.
- Maintained accurate and confidential patient records in accordance with HIPAA regulations.
- Adhered to HIPAA regulations when handling confidential patient information.
- Adhered to HIPAA guidelines for protecting confidential information of patients undergoing LASIK surgery.
- Participated in continuing education seminars regarding advancements in laser vision correction technology.
- Prepared surgical rooms according to protocol and ensured equipment was functioning properly.
- Enhanced policies to align with best practices and regulations. and procedures through development, implementation, revision and evaluation of new protocols.
- Supported the surgical team during laser vision correction procedures.
- Organized patient charts, updated medical histories, and maintained patient files.
- Collaborated with healthcare professionals to plan and execute patient treatment plans effectively.
MEDICAL FRONT OFFICE SUPERVISOR
EYE CONSULTANTS OF TEXAS
08.2022 - 10.2023
- I oversee the daily functions of the front office
- Supported front office team in delivering quality patient care.
- Recruit, interview, hire, and train new staff
- Mentor and educate front office staff
- Ensure front office staff are following proper procedures and protocols when scheduling patients
- Assisting the front office team in daily patient care
- Monitor office supply inventory levels and reorder as needed.
- Respond to medical record requests promptly; request surgeon review when appropriate
- Follow HIPAA guidelines when accessing and sharing patient information
- Attended monthly Department Head meetings, quarterly chart review meetings, and periodic all staff meetings.
- Attend monthly Department Head meetings, quarterly chart review meetings, periodic all staff meetings as necessary
- Supervised staff members, providing guidance and support when needed.
- Developed cost control measures that maintained quality standards while minimizing overhead expenses.
- Resolved customer complaints in a timely manner.
- Implemented cost control measures to reduce overhead expenses while maintaining quality standards.
- Analyzed data to identify areas for improvement in operational efficiency.
- Ensured that all safety protocols were adhered to by the front office team members at all times during their shift duties.
- Coordinated daily workloads among front office staff to enhance efficiency. for front office team members to ensure efficient operations.
PRIOR AUTHORIZATION SPECIALIST AND SCHEDULER
COOK CHILDREN'S HEALTH CARE SYSTEM US
02.2019 - 08.2022
- Processed appeals after obtaining additional supporting documentation from provider offices.
- Monitored status of pending authorizations through proactive follow-up calls with provider offices, ensuring timely updates.
- Delivered prompt and effective responses to inquiries from members and providers regarding pre-certifications, enhancing customer satisfaction.
- Accurately documented all activities associated with pre-authorization requests within the appropriate systems and databases.
- Provided excellent customer service by responding promptly to inquiries from members and providers regarding pre-certifications.
- Proactively identified issues that could impact timely approvals or denials of services requested.
- Maintained a high level of knowledge regarding insurance plans, policies, regulations and requirements related to precertification.
- Demonstrated expertise in verifying insurance coverage and eligibility for patients by utilizing various online databases, phone calls, and other resources.
- Researched various payor websites for policy guidelines related to precertification requests.
- Analyzed complex medical information accurately while making decisions on the appropriateness of care provided by healthcare professionals.
- Resolved complex claims issues by coordinating communication among payers, providers, and patients, facilitating efficient resolution.
- Assisted in training new staff on pre-authorization processes, protocols, policies, and procedures.
PATIENT SCHEDULING COORDINATOR
ENT FOR CHILDREN
Southlake
08.2018 - 01.2019
- Coordinated office schedules for multi-physician group to enhance operational efficiency.
- Manage the schedules of a team of 3 doctors
- Assisted with front office duties
- Set and confirm patient appointments
- Manage the daily office schedules for both our locations
- Deliver high-quality administrative and customer service to sustain patient and workflows
- Utilize highly effective scheduling and interpersonal skills to cultivate and build professional relationships with the company's management team
- Deliver high-quality administrative and customer service to sustain patient and workflows
- Recorded messages from patients for appropriate staff follow-up. Relay messages Relay messages from patients and relay them to the appropriate staff
- Utilize electronic health records software to document and update patient information accurately.
- Screen and verify visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Identified and implemented streamlined workflows for patient appointment administration to improve scheduling efficiency.
- Created weekly reports on cancellations, no-shows, and rescheduled visits to inform scheduling strategies and improve patient management.
- Utilize electronic health records software to document and update patient information accurately.
- Communicated regularly with other departments regarding upcoming events that might impact the availability of personnel or resources.
SCHEDULING SUPERVISOR
LONE STAR ENDOSCOPY
Keller
08.2011 - 08.2018
- Developed policies and procedures for resolving scheduling conflicts in a timely manner.
- Supervised staff responsible for creating and maintaining employee work schedules.
- Conducted regular meetings with staff members to discuss challenges encountered while completing assigned tasks.
- Facilitated communication between team members and supervisors regarding upcoming events that could affect their workloads.
- Resolved customer complaints regarding delays or missed appointments due to incorrect scheduling.
- Verified patient insurance details with providers and collected pre-authorizations from providers
- Distributed treatment and procedural information to patients
- Managed patient check-in and check-out procedures and processed payments
- Created policies and procedures to resolve scheduling conflicts efficiently.
- Oversaw staff in developing and maintaining employee work schedules to ensure adequate coverage.
- Identified errors in data entry and related issues to supervisors
- Facilitated communication flow between team members between team members and supervisors about upcoming events impacting workloads.
- Entered client information into spreadsheets and databases into spreadsheets and the company database.
FRONT OFFICE ADMINISTRATIVE ASSISTANT
DR. EVELINA ALCALLEN
North Richland Hills
07.2006 - 08.2011
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files
- Pleasantly greeted each patient and offered the desk sheet for easy sign-in
- Scheduled and followed up on patient appointments, processed payments, and maintained accurate patient files to ensure seamless office operations.
- Delivered high-quality administrative and customer service to sustain patient and work flows
- Took messages from patients and relayed them to the appropriate staff
- Provided exceptional administrative and customer service to enhance patient experiences and support efficient workflows.
- Processed patient payments and scanned identification and insurance cards
- Evaluated patient care needs and prioritized treatments to optimize patient flow and enhance overall service delivery.
- Organized meetings between staff members and departments to enhance communication.
- Performed general administrative duties such as filing records, photocopying documents, ordering supplies.
- Managed incoming calls professionally while providing accurate information to callers.
- Handled confidential documents securely according to company policies and procedures.
- Developed processes that streamline workflow and improve overall productivity.
- Demonstrated strong organizational skills, including prioritizing tasks and managing multiple projects simultaneously.
- Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
- Created documents such as memos, letters, emails, faxes, as requested by management staff.
- Composed written correspondence for internal communications or external vendors and clients.
- Ensured front office space remained clean and organized at all times. at all times.
- Handled incoming calls with professionalism and courtesy. while providing accurate information to callers.
- Monitored inventory levels of office supplies to ensure adequate stock is available.
Education
HIGH SCHOOL DIPLOMA -
Wichita Falls High School
Wichita Falls, TX01-1994
Some College (No Degree) -
Midwestern State University
Wichita Falls, TXSkills
- Medical scheduling proficiency
- CRM Software
- Registration Management
- Front Office Management
- Time management skills
- Organizational planning
- Team leadership
- Staff Management
- Conflict resolution
- Customer relations
- Oral communication
- Interpersonal communications
- Training development
- Calendar Management
Timeline
LASIK Coordinator
Texas Eye and Laser Center
01.2024 - Current
MEDICAL FRONT OFFICE SUPERVISOR
EYE CONSULTANTS OF TEXAS
08.2022 - 10.2023
PRIOR AUTHORIZATION SPECIALIST AND SCHEDULER
COOK CHILDREN'S HEALTH CARE SYSTEM US
02.2019 - 08.2022
PATIENT SCHEDULING COORDINATOR
ENT FOR CHILDREN
08.2018 - 01.2019
SCHEDULING SUPERVISOR
LONE STAR ENDOSCOPY
08.2011 - 08.2018
FRONT OFFICE ADMINISTRATIVE ASSISTANT
DR. EVELINA ALCALLEN
07.2006 - 08.2011
HIGH SCHOOL DIPLOMA -
Wichita Falls High School
Some College (No Degree) -
Midwestern State University