Hi, I’m
Gillian Miles
Suprise,USA
Summary
Dedicated healthcare operations professional with expertise in clinician scheduling for multi-location practices and remote services. Skilled in creating and managing provider schedules, backfilling appointments, and maintaining EMR accuracy while ensuring HIPAA compliance. Proven ability to coordinate across time zones, support remote teams, and streamline workflows to maximize efficiency and patient access in fast-growing digital healthcare environments. Strong team player and adept at thriving in fully remote settings.
Overview
7
years of professional experience
1
Certification
Work History
San Diego Therapy CenterRemote
Clinical Scheduler
05.2025 - Current
Job overview
- Perform daily monitoring and adjustment of therapist schedules, proactively managing blocks, reschedules, and availability changes through SimplePractice.
- Managed patient waitlists and backfilled open appointment slots as availability changed, maximizing clinician utilization and minimizing patient wait times.
- Coordinate scheduling for new and existing patients, ensuring accurate appointment placement and clear communication in a fully remote care environment.
- Utilized digital scheduling and communication tools to deliver a patient-centered experience while maintaining strict attention to detail, data accuracy, and confidentiality standards.
DermRight Mobile DermatologyRemote
Patient Care Coordinator
09.2024 - 05.2025
Job overview
- Coordinated physician schedules to optimize efficiency and ensure timely patient care.
- Conducted comprehensive phone-based patient intake, collecting medical history, demographic, environmental, and insurance information, and accurately entered data into the EMR.
- Received, reviewed, and processed patient referrals from physicians, clinics, skilled nursing facilities, and hospitals.
- Verified completion of all required consent and compliance documentation prior to appointments.
- Collaborated with patients, providers, and internal teams to schedule initial and follow-up appointments.
- Maintained strict adherence to HIPAA regulations when handling protected health information.
- Performed appointment confirmation and follow-up calls.
- Managed and reviewed electronic health records to ensure accuracy and completeness.
Skin and Cancer InstituteRemote
Clinical Operations Coordinator
01.2023 - 09.2024
Job overview
- In charge of operation clinician scheduling, creating, maintaining, and closing physician schedules across 50 locations within a centralized EHR to optimize patient access and provider utilization.
- Performed daily monitoring and real-time adjustment of clinician schedules, proactively resolving conflicts, rescheduling appointments, and maintaining operational continuity across multiple time zones.
- Managed high-volume patient scheduling and rescheduling workflows, including waitlist oversight and appointment backfilling to maximize schedule utilization and reduce patient wait times.
- Developed and implemented standardized digital scheduling guidelines to ensure consistency, accuracy, and scalability across providers and office locations.
- Collaborated cross-functionally with care coordination teams, supporting intake, follow-up scheduling, and coverage of additional care coordinator responsibilities as needed.
- Led and supported a distributed team of 60 onshore and offshore scheduling agents, overseeing appointment distribution, clinician time management, and patient communications in a fully remote environment.
- Utilized Zendesk ticketing and Klara messaging platforms to manage inbound patient inquiries and scheduling requests efficiently while maintaining high service levels.
Nuance CommunicationsRemote
Quality Documentation Specialist
01.2021 - 01.2023
Job overview
- Accurately recorded and verified detailed medical information, including patient histories, diagnoses, treatments, and procedures, ensuring completeness and compliance with clinical standards.
- Utilized Athena to access patient charts and coordinate documentation with provider workflows.
- Proofread and quality-checked transcribed reports prior to physician review, maintaining precision and attention to clinical details.
- Collaborated with healthcare providers and internal teams utilizing Slack and Google workspace to clarify discrepancies and ensure documentation accurately reflected patient encounters.
- Managed high-volume documentation workflows in a remote environment, meeting tight deadlines while maintaining accuracy and attention to detail.
Skin and Cancer InstituteRemote
Patient Service Specialist
12.2018 - 01.2023
Job overview
- Delivered high-quality patient support through digital scheduling platforms including Zendesk, and Klara, ensuring timely, accurate appointment coordination.
- Managed and retrieved appointment requests across 50 office locations in California, Arizona, and Nevada, supporting both new and established patients.
- Scheduled and coordinated appointments while actively monitoring availability to optimize clinician schedules and patient access.
- Actively listened to patient concerns, resolved scheduling issues efficiently, and escalated complex cases to leadership as appropriate.
- Served as a key liaison between patients and clinical teams, facilitating clear communication and a positive, patient-centered experience.
Education
Grand Canyon UniversityPhoenix, AZ
Bachelor of Science from Health Administration
08-2028
Skills
- Patient Scheduling & Workflow Optimization
- EHR/EMR Systems (SimplePractice, EMA, Athena)
- Appointment Coordination & Waitlist Management
- HIPAA Compliance & Quality Assurance
- Customer Service & Conflict Resolution
- Team Leadership & Remote Collaboration
- Zendesk, Klara, Teams, Slack, Google Workspace
- Microsoft Office (Excel, Outlook, Word)
Certification
- DEPARTMENT OF PUBLIC SAFETY - LEVEL ONE FINGERPRINT CLEARANCE CARD, 2029-11-01
- CPR/BLS/AED, 2026-06-01
Timeline
Clinical Scheduler
San Diego Therapy Center
05.2025 - Current
Patient Care Coordinator
DermRight Mobile Dermatology
09.2024 - 05.2025
Clinical Operations Coordinator
Skin and Cancer Institute
01.2023 - 09.2024
Quality Documentation Specialist
Nuance Communications
01.2021 - 01.2023
Patient Service Specialist
Skin and Cancer Institute
12.2018 - 01.2023
Grand Canyon University
Bachelor of Science from Health Administration