Gina O'Shaughnessy
Tustin,CA
Summary
Highly efficient Patient Coordinator with 8 years of experience. Proven ability to enhance patient satisfaction and optimize scheduling systems. Expertise in healthcare administration and insurance processes.
Overview
25
25
years of professional experience
Work History
Patient Services Coordinator
University of California, Los Angeles
11.2021 - 05.2025
- Managed patient scheduling with 98% on-time rate
- Reduced waiting times by 15 minutes on average
- Handled patient inquiries, improving satisfaction by 20%
- Coordinated patient scheduling, ensuring efficient appointment management and minimal wait times.
- Assisted patients with inquiries, providing clear information on services and procedures.
- Maintained accurate patient records using electronic health record systems for seamless data access.
- Implemented process improvements to enhance patient flow and reduce service delays.
- Collaborated with healthcare teams to develop and execute patient communication strategies.
- Trained new staff on operational procedures and best practices in patient care coordination.
- Analyzed feedback to refine service delivery, fostering a positive patient experience environment.
- Led initiatives to streamline administrative tasks, improving overall clinic efficiency and effectiveness.
- Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
- Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
- Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
- Scheduled appointments to enter appointment date and time into computerized scheduler.
- Collected patient co-pay and issued receipt to confirm payment.
- Enhanced patient satisfaction by efficiently scheduling appointments and handling registration tasks.
- Called patient to confirm appointment and prepared paperwork prior to visit to expedite check-in process.
- Used NextGen to maintain electronic patient files, successfully maintaining over 50-100 patient files.
- Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
- Maintained accurate patient records by diligently updating information in the electronic health record system.
- Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
- Streamlined communication between patients and medical staff, ensuring timely responses to inquiries and concerns.
- Verified patient's insurance eligibility and benefits coverage.
- Contributed to a positive clinic environment by consistently displaying compassion, empathy, and professionalism when interacting with patients.
- Respected patients by recognizing rights and maintaining confidentiality.
- Established strong relationships with referring physicians'' offices by maintaining open lines of communication for seamless coordination of care across providers.
- Telephoned and interviewed patients and family members to obtain pre-registration information and confirm appointments.
- Collected forms, insurance card, and co-pay to facilitate registration process and prepare patient for appointment.
- Reduced wait times for patients through effective coordination of appointment schedules with providers.
- Communicated with primary care offices and insurance companies to obtain authorization.
- Collaborated with colleagues to maintain and upkeep office and waiting area to provide clean and organized environment for patients.
- Collected time of service payments and issued receipts.
- Organized administrative workflows within the office space to improve overall efficiency among team members while minimizing disruptions during busy periods.
- Contacted insurance company to verify patient coverage before visit.
- Inputted accurate patient insurance, billing, and payment information in NextGen.
- Ensured timely and accurate completion of all required documentation for regulatory compliance, contributing to the overall quality of patient care services provided by the clinic.
- Assisted in increasing patient retention rates by conducting follow-up calls for appointment reminders and satisfaction surveys.
- Verified patient availability during appointment scheduling process to reduce reschedules and cancellations.
- Assisted in improving overall clinic efficiency by managing patient flow during peak hours and high-volume situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
- Resolved customer complaints using established follow-up procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Verified patient insurance eligibility and entered patient information into system.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Intake Coordinator
SouthBay Family Healt Care
05.2013 - 10.2021
- Coordinated patient intakes, ensuring accurate collection of demographic and insurance information.
- Assisted in developing intake procedures to enhance patient experience and compliance.
- Managed scheduling for new patient appointments, optimizing workflow efficiency.
- Maintained electronic health records with precision, ensuring data accuracy and confidentiality.
- Collaborated with healthcare providers to streamline communication and support patient care initiatives.
- Analyzed feedback from patients to identify areas for improvement in the intake process.
- Led efforts to implement a new electronic system for tracking patient referrals, improving follow-up efficiency.
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Completed intake assessment forms and filed clients' charts.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Contributed to a positive work environment through effective teamwork and open communication among colleagues.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Ensured regulatory compliance by maintaining up-to-date records and documentation.
- Expedited critical cases through close coordination with clinical teams, reducing wait times for essential services.
- Resolved issues related to insurance authorizations or medical necessity quickly, minimizing delays in service provision.
- Conducted initial assessments of patient needs and eligibility for various programs or services offered by the organization.
- Assisted in developing an improved tracking system for incoming referrals, resulting in faster response times.
- Coordinated interdisciplinary communication for smoother transitions between care providers.
- Developed strong relationships with referral sources, resulting in increased referrals for services provided by the organization.
- Enhanced office productivity by handling high volume of callers per day.
- Supported office staff and operational requirements with administrative tasks.
- Implemented best practices in record-keeping as per organizational standards, ensuring accuracy across all documents.
- Trained new staff members on intake procedures, contributing to a well-prepared team.
- Improved efficiency within the department by prioritizing tasks and managing time effectively.
- Maintained accurate and up-to-date client records.
- Compiled and analyzed intake data to identify trends, assisting in improvement of services and patient care practices.
- Leveraged feedback from patients to refine intake procedures, contributing to overall improvement in intake experience.
- Improved client satisfaction scores with personalized attention during intake procedure.
- Reduced paperwork errors by meticulously reviewing and updating patient records, ensuring accuracy in treatment plans.
- Coordinated with healthcare providers to ensure accurate and timely sharing of patient information, enhancing continuity of care.
- Improved data management with introduction of new software, streamlining intake process and enhancing record accuracy.
- Increased efficiency in patient intake flow, optimizing scheduling procedures and minimizing delays.
- Monitored front areas so that questions could be promptly addressed.
Medical Biller
South Bay Family Health Care
01.2000 - 05.2013
- Processed medical claims accurately and efficiently, ensuring compliance with healthcare regulations.
- Utilized billing software to manage patient accounts and resolve discrepancies promptly.
- Collaborated with healthcare providers to gather necessary documentation for claim submissions.
- Audited billing statements for accuracy, identifying and correcting errors to maintain integrity.
- Implemented streamlined workflows that improved claim processing times and reduced denials.
- Analyzed payment trends to identify areas for revenue cycle improvements and optimization strategies.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Filed and updated patient information and medical records.
- Ensured timely payments from insurance providers through submission of accurate and complete claims.
- Collected payments and applied to patient accounts.
- Posted payments and collections on regular basis.
- Reduced claim denials by meticulously reviewing patient insurance information and coding practices.
- Enhanced revenue collections for the medical practice with diligent follow-ups on unpaid claims.
- Implemented quality control measures to identify potential errors before submitting claims, reducing rejections significantly.
- Liaised between patients, insurance companies, and billing office.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Maintained compliance with industry regulations by staying updated on changes to medical billing codes and requirements.
- Delivered timely and accurate charge submissions.
- Collaborated with healthcare providers, ensuring accurate documentation for seamless billing operations.
- Acted as liaison between healthcare providers and insurance companies; resolved disputes quickly while maintaining positive relationships.
- Supported efficient scheduling practices by verifying patient eligibility and coverage prior to appointments.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Established strong relationships with insurance representatives, facilitating prompt resolution of billing issues.
- Organized filing system for patient records, expediting access to essential documents when needed.
- Adhered to established standards to safeguard patients' health information.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Reduced instances of denied claims, carefully reviewing and rectifying coding errors before submission.
- Maintained up-to-date knowledge of billing software and healthcare regulations, contributing to department's compliance and efficiency.
- Enhanced accuracy of insurance claims with meticulous verification and updating of patient records.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
Education
Medical Billing Certificate - Medical Billing And Coding
Harbor Community College
Harbor City, CA07-2017
Medical Billing Certificate - Medical Billing And Coding
S.C.R.O.C
Torrance, CA03-1999
High School Diploma -
St.Domitilla's
Quezon City Philippines06-1978
Skills
- Patient Scheduling
- Medical Billing
- Patient Care Coordination
- Healthcare Administration
- Insurance Claims Processing
- Efficient Multitasking
- Effective Communication
- Quality Improvement
- Patient registration
- Strong organization
- Appointment scheduling
- Patient confidentiality
- Insurance verification
- Healthcare systems
- Follow-up care coordination
- Customer service
- Eligibility determination
- Problem-solving
- Multitasking and organization
- Team collaboration
- Team leadership
- Verbal and written communication
- Patient check-in
- Registration and admissions
- Electronic health records
- Phone and email etiquette
- Medical terminology
- Policy understanding
- Insurance billing
- Payment processing
- Quality assurance
- Intake assessment
- Process improvement
- EMR
- Registration management
- Referral coordination
- Complaint processing
- Medical insurance
- Registration and scheduling
- Multi-line telephone systems
- Patient confidentiality and data security
- Calm and effective under pressure
- Gathering information from patients
- HIPAA compliance
- Medical billing
- Conflict resolution
- Filipino fluency
Languages
English
Native or Bilingual
Timeline
Patient Services Coordinator
University of California, Los Angeles
11.2021 - 05.2025
Intake Coordinator
SouthBay Family Healt Care
05.2013 - 10.2021
Medical Biller
South Bay Family Health Care
01.2000 - 05.2013
Medical Billing Certificate - Medical Billing And Coding
Harbor Community College
Medical Billing Certificate - Medical Billing And Coding
S.C.R.O.C
High School Diploma -
St.Domitilla's