HEATHER MCMANUS
Cantonment,FL
Summary
Experienced healthcare professional prepared for role, specializing in patient support and care coordination. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in patient advocacy, healthcare navigation, and effective communication. Reliable and compassionate, ensuring seamless patient experiences and optimal outcomes.
Enthusiastic motivated to work with patients, families and care teams efficiently. Friendly, adaptable, and collaborative professional successful devising satisfying solutions to complex problems.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
36
36
years of professional experience
Work History
Patient Coordinator
Oral Sugery Center of Pensacola
Pensacola, FL
06.2025 - Current
- Creating treatment plans by adding charges for procedures so patients know what to expect for upcoming surgeries
- Explain instructions, and other facts to patients.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Work with patients to schedule tests and procedures.
- Act as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
Patient Navigator
Sacred Heart Hospital Pensacola
FL,Pensacola
01.2022 - 05.2025
- Streamlined communication between patients and healthcare providers for enhanced care coordination and timely treatment.
- Ensured seamless transitions between levels of care by coordinating appointments, referrals, insurance authorizations, and follow-up communication.
- Assisted patients in scheduling doctor and healthcare appointments.
- Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
- Maintained detailed records of all patient interactions in accordance with privacy regulations and organizational policies.
- Improved patient satisfaction by providing personalized guidance and resources throughout their healthcare journey.
- Trained new employees on effective patient navigation techniques, ensuring continuity of care across the organization.
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Engaged with patients to provide critical information.
- Resolved customer complaints using established follow-up procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals.
- Streamlined appointment scheduling, reducing waiting times and improving patient experience.
- Reduced barriers to care by identifying and addressing individual patient challenges and concerns.
Out Patient Bariatric Clinic Insurance Representative
Sacred Heart Health System
FL,Pensacola
04.2011 - 01.2022
- Answer all questions from three email accounts regarding bariatric program
- Answer all phone calls with questions about the bariatric program
- Obtain all seminar inquiries off the internet
- Contact insurance companies to makes sure they have coverage
- Calculate amounts owed by patients based on the quote from their insurance company
- Make the patient an initial consult appointment
- See the patient after the initial appointment to discuss money owed and to make additional appointments needed
- Schedule all surgery referrals
- Help run the front desk as needed
- Maintain a monthly report to track patients that do the seminar
- Request medical records for patients when insurance requires proof
Out Patient Bariatric Clinic Medical Office Secretary
Sacred Heart Health System
FL,Pensacola
08.2009 - 04.2011
- Verify Insurance benefits
- Obtain authorizations for upcoming appointments
- Assist attendees at monthly bariatric seminars with insurance questions
- Set up Televox, a daily report that automatically calls patients for upcoming appointments
- Maintain monthly bariatric report
- Print report for the week for upcoming appointments of Post operative surgeries and fax to the nurses on the floor
- Mail out new patient paperwork
- Make charts for new patients
- Deliver the mail
- Answer the phones
- Prepare charts for upcoming appointments with clinical and insurance forms
- Make future appointments for patients at check out
Medical Office Secretary
Pediatric Care Center
09.2007 - 08.2009
- Schedule all appointments
- Keep all schedules current
- Schedule Doctor's PTO in clinics schedule
- Answer all phone calls
- Field triage questions
- Monthly meetings about improvements for the center
- Helping patients at the front desk
Case Management Assistant
Sacred Heart Health System
FL,Pensacola
03.2007 - 09.2007
- Keep all reports current within the Canopy System
- Make sure Case Managers have the current insurance requests
- Request and mail out all the records for the RAC/FIMQA/HUMANA project
- Keep spreadsheet current with status on requested charts current
- Enter data into the 3-M software
- BC/BS monthly report
- Schedule all appointments, reserve room, order catering
- Take and transcribe all minutes from meetings
- Approve and keep track of payroll/PTO in KRONOS
- Order all supplies for department
Pre-Certification Specialist
Sacred Heart Health System
FL,Pensacola
11.2006 - 03.2007
- Update patient insurance information
- Talk with insurance company to make sure surgical procedures would be covered
- Obtained insurance authorizations for medical procedures and entered the information into the AS400 system and Canopy
Group Billing Specialist
Sandestin Beach Resort
FL,Destin
01.2002 - 01.2006
- Consult with Meeting Planners
- Research, verify charges to customer accounts
- Post-billing consultations
- Field calls as needed
- New employee training
- Assist Supervisor with various reports
Receptionist
Telwares, LLC
FL,Destin
01.2001 - 01.2002
- Fielded incoming phone calls
- Greeted Clients
- Various office/clerical duties
- Organized mass mailings
- Shipped packages
- Ordered Supplies
Homemaker
01.1997 - 01.2001
- Stayed home for 4/2 years raising son
- Assisted in family business with general office duties and marketing
- Coordinated and participated in playgroups for other stay-home moms
Health Club Receptionist
Sandestin Beach Resort
FL,Destin
01.1995 - 01.1997
- Booked appointments for personal trainers and massage therapists
- Performed general clerical and customer service duties and greeted arrivals
- Sold retail health merchandise to members and clients
Front Desk Clerk
Blue Horizon Hotel
01.1994 - 01.1995
- Booked reservations, check-ins and check-outs
- Bookkeeping, night-auditing
- General guest services duties
Cashier
K&B Drugs
FL,Fort Walton Beach
01.1990 - 01.1994
- Cashier/customer service
- Pharmacy assistant, answered phones assisted in filling prescriptions
- Stocked merchandise
Education
High School Diploma - Pharmacy assistant
Escambia High School
Pensacola, FL06.1994
Skills
- Healthcare knowledge
- Insurance verification
- Office administration
- Patient care and education
- Electronic records management
- Patient confidentiality
- Appointment scheduling
- HIPAA protocol adherence
- Organizational standards
- Healthcare documentation
- Healthcare operations
- Medical record requests
- Policy compliance
- Database coordination
- Medical data collection
- Critical thinking skills
- Organizational skills
- Patient relations
- Patient records management
- Relationship building
- Multitasking
- Monitoring tools
Education
FL,Pensacola
Timeline
Patient Coordinator
Oral Sugery Center of Pensacola
06.2025 - Current
Patient Navigator
Sacred Heart Hospital Pensacola
01.2022 - 05.2025
Out Patient Bariatric Clinic Insurance Representative
Sacred Heart Health System
04.2011 - 01.2022
Out Patient Bariatric Clinic Medical Office Secretary
Sacred Heart Health System
08.2009 - 04.2011
Medical Office Secretary
Pediatric Care Center
09.2007 - 08.2009
Case Management Assistant
Sacred Heart Health System
03.2007 - 09.2007
Pre-Certification Specialist
Sacred Heart Health System
11.2006 - 03.2007
Group Billing Specialist
Sandestin Beach Resort
01.2002 - 01.2006
Receptionist
Telwares, LLC
01.2001 - 01.2002
Homemaker
01.1997 - 01.2001
Health Club Receptionist
Sandestin Beach Resort
01.1995 - 01.1997
Front Desk Clerk
Blue Horizon Hotel
01.1994 - 01.1995
Cashier
K&B Drugs
01.1990 - 01.1994
High School Diploma - Pharmacy assistant
Escambia High School