Erica Ligonde
North Miami Beach,FL
Summary
Dynamic Patient Care Specialist with a proven track record at AHF Magic Johnson Health Center, excelling in conflict resolution and active listening. Recognized for enhancing patient satisfaction through empathetic communication and efficient appointment management. Committed to maintaining HIPAA compliance and fostering a safe, welcoming environment for all patients.
Overview
21
21
years of professional experience
Work History
Patience Care Specialist
AHF Magic Johnson Health Center
North Miami Beach, FL
01.2023 - Current
- Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
- Successfully managed challenging behavioral situations by utilizing de-escalation techniques rooted in empathy.
- Ensured a clean, safe environment for patients by following infection control protocols and maintaining proper hygiene practices.
- Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements within the caregiving profession.
- Improved patient satisfaction by addressing concerns promptly and escalating issues as necessary to supervisory staff.
- Organized medical appointments for patients while coordinating transportation when necessary.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Answered incoming calls, scheduled appointments and filed medical records.
Front Desk Coordinator
Lifetime EyeCare
Miami Gardens, FL
03.2022 - 01.2023
- Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
- Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
- Scheduled appointments in computer system.
- Facilitated effective communication between clients, guests, and internal staff by serving as a central point of contact.
- Updated client records accurately and efficiently, ensuring data integrity within the system.
Patient Experience Representative
Boston Children's Hospital
Boston, MA
08.2014 - 03.2022
- Supported a positive patient experience through active listening, empathetic communication, and prompt issue resolution.
- Collaborated with clinical staff to ensure timely communication of test results and care plans to patients.
- Monitored waiting room area to ensure cleanliness and comfort for all patients throughout their visit.
- Reduced wait times for patients by effectively managing front desk operations and promptly addressing concerns.
- Assisted healthcare providers with administrative tasks such as obtaining prior authorizations or scheduling follow-up appointments.
- Actively participated in staff meetings, contributing ideas for improving overall patient experience at the facility.
- Facilitated smooth clinic operations by coordinating appointments, referrals, authorizations, and insurance verification processes.
- Contributed to high-quality customer service by consistently receiving positive feedback from patients in satisfaction surveys.
- Increased office efficiency by maintaining organized workspaces, ensuring necessary supplies were available for daily operations, and updating documentation as needed.
- Provided exceptional customer service during phone interactions with patients regarding their appointments or questions related to their care plan.
- Managed a high volume of incoming calls efficiently while maintaining accuracy in data entry and documentation.
- Maintained patient confidentiality by adhering to HIPAA regulations and securely handling sensitive information.
- Maintained clean and safe environment to promote patient safety and comfort.
Patient Service Representative
Codman Square Health Center
Boston, MA
10.2004 - 07.2014
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic and Centric to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Built and maintained positive working relationships with patients and staff.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
Education
High School Diploma -
Dorchester High School
Boston, MA05-1986
Skills
- Data entry
- Healthcare systems
- Respectful and compassionate
- Multitasking and organization
- Dependable and responsible
- Verbal and written communication skills
- Patient care
- First aid and safety
- HIPAA compliance
- Active listening
- Verbal and written communication
- Safety awareness
- Medical record-keeping
- Conflict resolution
- Documentation
- PPE usage
Timeline
Patience Care Specialist
AHF Magic Johnson Health Center
01.2023 - Current
Front Desk Coordinator
Lifetime EyeCare
03.2022 - 01.2023
Patient Experience Representative
Boston Children's Hospital
08.2014 - 03.2022
Patient Service Representative
Codman Square Health Center
10.2004 - 07.2014
High School Diploma -
Dorchester High School