Gabriela Dell'Aquila

• Serve as a liason between scheduling department and various clinic supervisors/managers and physicians in identifying and resolving department scheduling issues and implementing workflows and process guidelines.
• Assist with scheduling updates and testing updates prior to implementing to ensure accuracy
• Manage up to 44 call queues
• Schedule appointments using automated scheduling software for optimal efficiency.
• Responsible for reviewing, interpreting, and analyzing applications in a manner that stimulates and supports innovative and enlightened thinking and decision-making.
• Participated in regular meetings with upper management discussing ways of optimizing current systems and procedures.
• Documented all changes made to the schedule in order to maintain an accurate record of activities.
• Adhered to established policies, procedures, and guidelines when scheduling call center personnel.
• Provided guidance and advice on best practices related to call center scheduling processes.
• Consistently monitored phone queues throughout each day in order to adjust staffing levels accordingly; Managed up to 44 call queues
• Worked closely with supervisors and managers within the call center environment in order to meet organizational goals.
• Reviewed feedback from customers about their experiences with particular call center representatives in order to improve future scheduling decisions.
• Planning, coordination and analysis on various projects
• Provided customer service support by answering inquiries and resolving customer issues in a timely manner.
• Assisted in training new staff on scheduling protocols
• Collaborated with team members to address scheduling issues and improve workflows.

• Verified demographics and insurance information to register patients in computer system.
• Organized and maintained records by updating and obtaining both personal and financial information from patients.
• Applied HIPAA privacy and security regulations while handling patient information.
• Used EPIC to document calls and schedule appointments.
• Created new accounts and updated existing patient accounts with the most current details.
• Managed high call volumes while maintaining quality service standards.
• Scheduled and confirmed appointments for six specialty departments
• Navigated through computer systems to review information and respond appropriately to callers.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Offered resolutions to de-escalate calls and solve customer issues.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Managed more than 40 incoming calls per day
• Assisted customers with inquiries and resolved issues promptly.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

· Scheduled deliveries to 200+ patients weekly

· Ensured patients who are discharging have the supplies/medication needed upon discharge

· Answered phone calls to assist patients with information needed

· Requested refills from physicians

· Assigned and confirmed delivery tickets for maximum reimbursement

• Opened, sorted and distributed incoming mail and processed outgoing mail.
• Scheduled client deliveries by phone and through email.

· Reviewed incoming referrals from doctor’s offices and hospitals

· Successfully created new patient accounts

· Triaged phone calls to assist patients with information needed

Aided walk-in patients

· Was responsible for opening and closing the store

· Managed 4-6 cashiers; delegating specific duties that best met the needs of the store

Handled customer complaints on the retail level and found solutions to satisfy the customers

· Created new patient accounts

· Scanned patient documents

· Successfully scheduled any necessary appointments

Requested authorization for DME Supplies