Emily Zapata
Orlando,USA
Summary
Skilled administrative team member with an in-depth understanding of medical standards, compliance requirements, and operational procedures. Practiced problem-solver with afriendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service, and inner-office operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Surgical Concierge/Front Desk Assistant
BioSpine Institute
11.2020 - Current
- Assisting the provider and the surgery center director.
- Schedule surgical and injection procedures daily.
- Working cooperatively with physicians, nurses, the director of the surgery center, and the clinical team.
- Communicating schedule changes effectively throughout the organization when necessary.
- Providing HR administrative assistance to the management team.
- Obtain clearances and other medical necessities for anesthesia approval.
- Assisting patients in coordinating labs and EKGs.
- Handling a high volume of calls from surgical patients and other facilities.
- Coordinated home health post-surgical care for drain removal and wound care.
- Coordinated DME equipment for surgical patients.
- Working collaboratively with legal offices.
- Scheduled commercial and LOP patients.
- Monitoring and updating surgical charts.
- Responding to staff and patient inquiries by phone and email.
- Assist with clerical tasks as required.
- Participating in weekly meetings with department heads to discuss upcoming surgeries, or issues that may arise during them.
- Managed a concierge desk, organized the area, and stocked it with necessary materials.
- Performing administrative duties, such as filing paperwork related to concierge service transactions.
- Handling guest inquiries and resolving issues promptly to ensure satisfaction.
- Answering multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Entering work orders for housekeeping, pest control, and maintenance issues.
- Scheduling space or equipment for special programs, meetings, and conferences.
- Efficiently handling complaints from customers while working toward satisfactory resolutions.
- Arranging for tours and expeditions, setting up accommodations, transportation, equipment, and the availability of medical personnel.
- Developing relationships with local vendors and service providers to enhance guest experiences.
- Training new staff members on proper policies and procedures related to customer service delivery.
- Analyzing resource requirements for each project, and identifying potential conflicts or delays.
- Monitoring the office services mailbox for business support needs and requests.
- Greeting guests and vendors to assist in navigating the space.
- Maintaining accurate records of all tasks completed by the team.
- Creating, updating, and monitoring project schedules for multiple departments.
Medical Assistant/Injection Coordinator
Advent Health Orlando Foot and Ankle Clinic
03.2019 - 11.2020
- Coordinate and assist with injections.
- Scheduled surgical procedures.
- Assisted in clinical procedures.
- Assessed billing statements for correct diagnostic codes and identified problems with coding.
- Followed up on unpaid invoices to ensure timely collection of payments due.
- Gathered information to produce accounts payable reports for review.
- Reviewed legal claims for accuracy and issues.
- Reviewed engine-assigned codes and modifiers to update and verify accuracy.
- Collaborated with other departments to resolve any discrepancies in billing data or documentation.
- Marketed and built a relationship with a medical representative for surgical equipment.
- Checking patients in and out of clinic rooms.
- Take the patient's vitals.
- Processed incoming and outgoing calls in an independent, professional manner.
- Sent outpatient prescriptions.
- Assist in post-surgical wound care.
- Assist in X-rays.
- Input patient information.
- Educated patients about medications, procedures, and physicians' instructions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Scheduled appointments for patients via phone and in person.
- Collected, labeled, and stored laboratory specimens properly before testing.
- Conducted patient interviews to gather health history, vital signs, and information about current medical issues.
- Completed day-to-day duties accurately and efficiently.
- Assigned ICD-10-CM and CPT codes to diagnoses and procedures by accepted coding principles.
Surgical Scheduler/Insurance Authorization Specialist
Brain and Spine Institute for Children
06.2017 - 03.2019
- Work collaboratively with surgical facilities (Park Place Surgery Center, AdventHealth, Orlando Health, Arnold Palmer Hospital).
- Obtained authorizations for scheduled surgical procedures.
- Educated on pre-op and post-op instructions for surgical candidates.
- Coordinated with physicians' offices on scheduling changes or cancellations due to emergency cases or patient cancellations.
- Scheduled and confirmed patient appointments and consultations.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Provided timely follow-up with payers regarding the payment status of claims.
- Updated patient accounts with insurance verification information to ensure accurate billing.
- Analyzed and interpreted insurance coverage policies to determine patient eligibility for services.
- Collaborated with internal staff members, such as billing specialists and medical coding, to resolve any discrepancies in patients' insurance information.
- Processed pre-operative orders including lab work, imaging studies and any other required tests prior to surgery date.
- Scheduled follow-up appointments as designated by physician.
- Maintained open contact with insurance carriers, policy underwriters and marketing team members.
- Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
- Ensured that all necessary documentation was completed accurately before the surgery date.
- Performed data entry into various computer systems related to surgical scheduling activities.
- Gathered current medical information and reviewed histories to gather details for surgeons.
- Arranged hospital admissions for patients as required.
- Resolved conflicts in scheduling by working closely with nursing personnel and hospital administration.
Medical Assistant Externship
Orlando Health Internal Medicine
05.2016 - 05.2016
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Organized patient charts before each day's clinic sessions began.
- Assisted the physician during physical examinations.
- Scheduled appointments for patients via phone and in person.
- Verified appointment times with patients, and prepared charts, pre-admission forms, and consent forms.
- Answered phones, scheduled appointments, and managed patient flow while professionally greeting visitors.
- EMR
- Administer intramuscular, subcutaneous, and tuberculosis injections.
- Blood glucose testing.
- Collected and prepared laboratory sampling.
- Performed EKG.
- Educated the patient on procedures and post-surgical treatment.
- Coordinated laboratory and diagnostic test results.
- Processed orders for medical supplies and lab equipment.
- Kept the facility stocked with necessary supplies, equipment, and instruments.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
Education
B.S - Biology
University of Central Florida
01-2026
Associates Degree - Health Sciences
Valencia College
05-2020
Medical Assisting Program -
Orange Technical College
05.2017
High School Diploma -
Acceleration Academy High School
05-2016
Skills
- Front desk support
- Hospitality service expertise
- Issue troubleshooting
- Information management
- Customer service
- Team player mentality
- Training and mentoring
- Time management
- Detail-oriented approach
- Conflict resolution
- Excellent multitasking
- Administrative support
- Multitasking and organization
- Reliable punctuality
- Strategic planning
Certification
- Certified AHA Healthcare Provider CPR and AHA HeartSaver First Aid
- Certified AHA Basic Life Support
Personal Information
Authorized To Work: US
Languages
Spanish
Native/ Bilingual
English
Full Professional
References
References available upon request.
Timeline
Surgical Concierge/Front Desk Assistant
BioSpine Institute
11.2020 - Current
Medical Assistant/Injection Coordinator
Advent Health Orlando Foot and Ankle Clinic
03.2019 - 11.2020
Surgical Scheduler/Insurance Authorization Specialist
Brain and Spine Institute for Children
06.2017 - 03.2019
Medical Assistant Externship
Orlando Health Internal Medicine
05.2016 - 05.2016
B.S - Biology
University of Central Florida
Associates Degree - Health Sciences
Valencia College
Medical Assisting Program -
Orange Technical College
High School Diploma -
Acceleration Academy High School