FRANCESCA DE MARCO

• Coordinated with two Hospitals and one surgery center to set up surgeries for two Orthopedic surgeons.
• Reviewed medical histories and current information to provide accurate information to surgeons.
• Received, recorded and addressed incoming and outgoing communication via telephone and email.
• Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
• Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
• Expertly managed planning, scheduling surgical procedures both inpatient and outpatient; coordinating pre-op operative appointments and medical clearances
• Educated patients about surgeries and provided treatment plan documentation.
• Coordinated and scheduled telephone depositions for two Surgeons.
• Verified insurance coverage and obtained pre-authorizations.
• Answered telephone calls to offer office information, answer questions and direct calls to staff.
• Organized and maintained patient chart filing system to promote quick data finding for staff.
• Answered phone calls and messages for a two physicians orthopedic medical facility, scheduling appointments and handling patient inquiries.
• Completed administrative patient intakes with case histories, insurance information and mandated forms.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

• Supervised 8 Call Center Reps in providing excellent customer service to callers requiring assistance for medical and health issues.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Established and oversaw performance targets for call center associates.
• Created team rotations to maintain center effectively during peak hours.
• Interpreted management directives to define and document administrative staff processes.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Drove implementation of Mitel Connect software to automate call center operations.
• Oversaw team of 8 Call Center Reps providing exceptional support by creating a positive & collaborative working environment
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Trained team members on performance metrics and consumer behavior identification.

• Organized and supervised receptionist staff (7 members) activities and office procedures.

• Organized, prepared meeting agendas / minutes, and leaded biweekly meetings.

• Analyzed and maximized office productivity.

• Established, modified, implemented, and monitored systems and procedures to enhance timely and efficient workflow.

• Helped with interviewing, training, and supervising as well as motivated, and developed clerical staff; managed schedules and workflow.

• Assigned duties and monitored quality of work; assured staff conforms to

organizational policies and procedures and government regulations (HIPPA).

• Provided day-to-day guidance and oversight of subordinates; actively worked to promote and recognize performance.

• Kept up to date on overall activities of the team, identifying problem areas and taking corrective actions

•Monitored ADP for PTO requests

• Answered, screened, and directed calls on multi-line phone system; took detailed messages and/or forwarded telephone calls to appropriate physicians and/or medical assistants.

• Scheduled patient appointments.

• Input and verified patient information and demographics into computer system.

• Copay and balance collections, verified insurance eligibility, and ensured referrals or authorization on file.

• Met and greeted patients with a positive attitude.

• Performed general clerical duties including but not limited to preparing and forwarding mail, scanning, photocopying, and faxing as required.

• Maintained an organized and clean reception area.

• Acted as first point of contact and set appointments for prospective clients.
• Handled complaints and questions, and re-directed calls to other team members.
• Scheduled office meetings and client appointments for staff teams.
• Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.

• Managed Front Desk and Call Center Operations
• Carried out front office duties utilizing data entry skills in framework of medical database
• Received, recorded and addressed incoming and outgoing communication via telephone and email
• Answered phone calls and messages for 3 physicians operating in 2 different practices, scheduling appointments and handling patient inquiries
• Organized paperwork such as charts and reports for office and patient needs
• Coordinated front office duties, including customer service, patient scheduling and billing
• Successfully scheduled patient appointments and placed reminder calls to ensure exceptional customer experience
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
• Maintained current and accurate medical records for over 1000 patients.
• Checked patient data including insurance, demographic and health history to keep information current.
• Responded to correspondence from insurance companies to verify patient's coverage.
• Adhered to strict HIPAA guidelines at all times to protect patient privacy.

• Held culture and theme days to show country culture and language history
• Used Blackboard system to assign web-based activities
• Customized strategies to help all levels students to excel and students with special needs
• Administered placement, progress and final ( approximately 30 tests for each class) to evaluate student grasp of language
• Selected appropriate support materials such as Video and Audio to meet student learning needs
• Utilized various methods, including exams, quizzes and assignments to assess student comprehension and monitored student performance using automated reporting system
• Developed curriculum standards, lesson plans and syllabus
• Educated students enrolled in classes and taught students art of Italian theatre to develop special communication skills and activities for improved leaning and student performances
• Developed and implemented lesson plans that covered literature, writing and communication objectives for Beginner and Advanced level Italian classes
• Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits to ensure long-term success
• Led activities that developed students' physical, emotional and social growth

• Employed diverse teaching approaches to help students of all abilities understand material
• Expanded student understanding of texts by spearheading in-depth discussions and assigning exploratory essays to help students articulate knowledge
• Immersed students in unfamiliar cultures by devising hands-on activities
• Created special handouts, study guides and assessments to evaluate and boost student knowledge
• Arranged materials and instructional plans to implement immersive activities delving into language and culture concepts
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways
• Created and implemented written and oral assessments
• Planned both one-to-one courses than group class courses
• Taught to approximately 6 children and 35 adults

• Performed diverse office assistance functions as required
• Reviewed incoming correspondence and determined action required and its priority
• Managed office operations including communications, mail distribution, supply ordering and inventory control (approximately 50 incoming calls, emails and faxes per customers)
• Addressed customer service inquiries thoroughly and quickly
• Provided logistical support for programs, meetings and events, including room reservations, room set-up, agenda preparation, materials printing and calendar maintenance
• Prepared detailed documents and reports in adherence administrative processes.
• Transcribed meeting minutes for management's records.

• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
• Prepared PowerPoint training materials for over 500 employees
• Responded to Company members and their offices requests via telephone and email
• Copied, logged and scanned supporting documentation
• Worked directly with Public Institutions (State and Government) and other Italian municipalities and governmental agencies to achieve documentations, data and benefits for workers
• Produced ad hoc reports and documents for senior team members to prepare and inform them about Italian employment changes
• Actively pursued personal learning and development opportunities
• Coordinated with healthcare staff from various disciplines to devise, carry out and manage personalized care plans to benefit patient health and recovery
• Calculated deductions and disability payments
• Consulted with Special Needs Dept. of Labour to assess cases and enhance care

• Evaluated students' competencies through written assignments and examinations (approximately 25 students per exam session)
• Administered PLIDA Certificate test to college students
• Designed exams to test fluency in reading, writing, speaking and comprehension of Italian language
• Graded students work based on completion, timeliness and accuracy and kept detailed records of grades
• Secured testing materials and maintained confidentiality of all details.
• Maintained compliance with test center policies, practices and procedures.
• Assisted PLIDA-Roma with setting up tests and coordinating test spaces.

• Planned lessons for classroom of 25 students.
• Planned and executed activities to promote writing, speaking and listening development of Italian second language (L2) Collaborated with faculty team to develop after-school tutorial program for students in need of extra help.
• Developed program to work with students and increase interest in higher learning.
• Created new lesson plans based on course objectives.

• Educated and coached adult migrants coming from different countries in Italian language fundamentals, creating an instructional environment enabling achievement of personal and professional goals.
• Planned and executed activities to promote speaking, writing and communicating development in Italian Language as L2.
• Created new lesson plans based on course objectives.
• Developed hands-on and culturally-immersive activities to promote a deeper understanding of Italian language and culture.

• Developed, implemented and enhanced employee targets and operational policies to promote productivity and strengthen team performance
• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
• Fostered relationships with local and national wedding suppliers to obtain best price, quality, and delivery of products
• Coordinated florists, photographers, videographers, musicians, officials and ceremony participants during rehearsals and pre-ceremony, ceremony and reception events
• Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions
• Supervised onsite team of 150, including caterers, audio-visual technicians, and facility management team
• Assist talent buyers, tour personnel and internal staff, as necessary, with event programming, reporting, ticket holds and other ticketing details

• Coordinated patient scheduling for surgical procedures, ensuring optimal use of operating room resources.
• Managed patient records and documentation, maintaining compliance with healthcare regulations.
• Collaborated with surgeons and medical staff to streamline pre-operative processes and improve patient flow.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Improved patient experience by efficiently coordinating pre-operative preparations and post-operative follow-up care.
• Provided comprehensive education materials for patients regarding their upcoming surgery, answering questions and alleviating concerns related to the procedure itself or recovery expectations afterward.
• Coordinated with facilities to set up surgeries for two Orthopaedic Surgeons and two Hospitals (Mercy Medical Center and Northwell Health in Plainview);plus, two Ambulatory Surgical Centers.
• Collaborated with insurance providers to verify coverage and obtain necessary authorizations for surgical procedures.
• Verified insurance coverage and obtained pre-authorizations.
• Arranged pre-operative and post-operative appointments for surgical patients.