Hope Pawlak

Responsibilities

• Managed and scheduled endoscopy and referral work queues.
• Kept track of openings of both Sawgrass and Highland Hospital endoscopy locations.
• Ensured patients had thorough understanding of preparation prior to procedures.
• Kept a meticulous document on box of authorizations needed for both colonoscopies and appointments.
• Assisted scheduling additional appointments for the colorectal physiology clinic as well as the Wilmot cancer center clinic as needed.
• Updated patient’s charts once colonoscopy completed to reflect next screening due. Sent letters to patient’s and providers informing the results of the colonoscopy and when to expect next due date of screening.
• Used Endo soft software to maintain records of colonoscopy reports, next screening due date and recall letters.
• Put together weekly reports of scope room utilization across both locations and sent out detailed emails to all colon and rectal surgery administration.
• Ran additional reports as needed including provider specific utilization of endoscope suites from years past to now.
• Trained new and incoming staff on colonoscopy screening process and phone call triaging.
• Triaged phone calls as needed
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Promoted culture of continuous improvement by regularly reviewing and suggesting enhancements to referral process.
• Streamlined patient referral process, leading to more efficient tracking of patient appointments and follow-ups.
• Supported healthcare providers with timely access to patient referral information, aiding in better clinical decision-making.
• Engaged in professional development activities to stay informed about best practices in referral coordination.
• Collaborated with medical staff to ensure appropriate referrals based on individual patient needs and insurance coverage.
• Attended continuing education courses to stay current on referral processes and best practices.
• Fostered positive relationships with external healthcare facilities and specialists to expand referral options for patients.
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• Enhanced patient satisfaction by ensuring timely communication between medical providers and patients.
• Contributed to patient education by providing relevant information about their referral process and expectations.
• Scheduled and confirmed referral appointments to reduce wait times for patients.
• Optimized use of healthcare resources by efficiently managing referral appointments and follow-ups.
• Maintained accurate and up-to-date patient records, contributing to improved healthcare outcomes.
• Reduced administrative errors by meticulously reviewing and processing referral requests.
• Served as point of contact to answer questions and solve problems for difficult and unusual authorizations and referrals. Assists in problem identification, quantification and resolution.
• Performed quality assurance monitoring for activities in area of immediate responsibility and other areas that affect it utilizing specific criteria. Measures quality, quantity and timeliness of tasks performed. Prepares related logs and management reports.
• Acted as resource for information. Attended educational programs for department at the direction of supervisor. Educated other staff on materials.

Other duties as assigned

• RESPONSIBILITIES:
• Patient Scheduling:
• Scheduled office appointments and procedures for patients at multiple locations using electronic scheduling systems. Used electronic medical record system to correspond with attending physicians, advanced practice providers, patients, internal customers, external provider offices, and others regarding the status of patient requests for appointments. Accurately communicated to patients various preparation requirements for procedures and other appointments in writing, by telephone, and electronically. Effectively maintained clinic schedules of multiple providers; consistently monitored them for opportunities to improve all provider's productivity and increase appointment availability and access for patients. Responsible for active management of provider's bump list, wait list and recall list.
• Administrative Support:
• Disseminated correspondence to patients per direction from providers regarding plan of care. Responded to provider's requests to alter their master schedules as requested. Ensured schedules were accurate and scheduled changes are made in a timely manner. Processed requests for medical information from provider's offices in a timely manner to ensure patient receives quality care. Ensured all notifications were professional and timely.
• Patient Call Triage:
• Determined appropriate disposition of incoming patient phone calls, tasking appropriate provider and scheduling follow up appointments as necessary. Communicated with staff members providing them with appropriate direction on Neurosurgery policies and procedures. Ensure phone calls are routed to correct pool or provider in a timely manner.
• Work Queue and In Basket Management and Oversight:
• Worked multiple work queues on a daily basis and maintained appropriate levels of messages in eRecord in baskets. Assisted teammates with coverage of in baskets during vacations, absences and lunch periods. Responded to urgent requests within assigned work queues in a timely manner.
• Other duties as assigned.

• Provided transportation and served as advocate for scheduled and/or assigned medical appointments
• Tracked and scheduled medical appointments for services provided, physicians orders, upcoming appointments and follow-up.
• Filled and organized all medical documents.
• Communicated with providers to schedule appointments, order medications and or obtain supplies.
• Promoted person-centered approach to service planning.
• Developed rapport to create safe and trusting environment for care.
• Monitored clients' overall health and well-being and noted significant changes.
• Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
• Completed regular check-ins and progress report for each client.
• Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
• Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
• Provided compassionate and patient-focused care to cultivate well-being.
• Entrusted to handle confidential and sensitive situations in professional matter.
• Applied mobility assistance knowledge to safely ambulate patients in different spaces involving varying elevations and obstacles.
• Replaced bandages, dressings and binders to care for wounds and encourage healing.
• Assisted with daily living activities, running errands and household chores.
• Maintained strong connections within caregiver community to gain continuous knowledge.
• Handled more than 20 daily inbound calls from health care professionals.
• In charge of 11 patient caseloads at one time.