Florence Suarez

• Processed patient information efficiently using EPIC electronic health record systems to enhance service delivery.
• Followed established scheduling protocols to ensure seamless medical care across multiple specialties.
• Consistently achieved 75 to 90 calls daily via Genesys phone system with zero data entry mistakes.
• Adhered strictly to SY Health policies, demonstrating a strong commitment to punctuality and attendance.

• Executed direct implementation of ABA services under Supervisor/BCBA guidance, collecting session data per treatment plan.
• Provided services in diverse settings, including home, community, school, and clinic environments for individuals with autism or related disabilities.

• Completed referrals with accurate ICD-9 and CPT codes, adhering to department protocols.
• Entered initial appointments into CMIS and provided cancellation information promptly.
• Tracked follow-up and referral pools actively; scheduled patient services as required.
• Updated clinic staff on pending referral statuses through CMIS and chart notes.
• Documented essential data, including insurance details and screening information.
• Delivered fee information for self-pay patients to ensure transparency.

• Achieved all call center metrics by efficiently handling 50 to 70 calls daily.

Delivered exceptional customer service and professionalism on each interaction.

• Accurately communicated customer billing policies to enhance understanding.
• Maintained patient confidentiality in compliance with HIPAA regulations.
• Documented patient accounts meticulously, adhering to departmental standards.
• Resolved issues independently through research and solution-oriented approaches, and escalated unresolved concerns to management, ensuring timely follow-up.