Ileiska Algarin
Central Falls,RI
Summary
Results-driven and motivated bilingual Practice Assistant with extensive training in healthcare administration prepared to thrive in high-pressure, fast-paced environments.
Healthcare professional with proven track record in patient coordination and support. Known for strong interpersonal skills, adept at navigating patient needs and streamlining processes. Effective collaborator who adapts seamlessly to evolving demands and prioritizes team success. Proficient in patient intake, scheduling, and ensuring positive patient experience.
Overview
12
12
years of professional experience
Work History
New Patient Coordinator, Lead
Dana-Farber
04.2024 - Current
- Assist in the training of New NPC's, sharing knowledge and best practices for efficient scheduling and increase patient satisfaction.
- Promote a positive work environment by fostering teamwork, open communication. Maintain an inclusive and diverse team culture, promoting respect and understanding among all members.
- Provide clear instructions to new patients regarding necessary documentation and pre-appointment preparations.
- Resolve scheduling conflicts promptly, demonstrating empathy and professionalism in addressing patient concerns.
- Ensure compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
- Adapt quickly to changing office procedures and demonstrated flexibility during peak hours or staff shortages, assuming additional responsibilities as needed to maintain efficient workflow within the scheduling department.
- Collect all patient information during intake and request patient medical information, imaging and pathology slides for a productive appointment.
- Increase patient satisfaction through timely and accurate appointment coordination.
New Patient Coordinator
Dana-Farber
10.2022 - 04.2024
- Coordinated scheduling or rescheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Answers telephone calls appropriate for new patients. This includes the responsibility to collect detailed clinical information provided by patients, internal/external providers.
- Provided exceptional customer service by addressing concerns, answering questions promptly and professionally., and ensuring patient satisfaction with their care experience.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Dermatology Department Practice Assistant - Temporary
BRIGHAM WOMENS HOSPITAL
01.2022 - 10.2022
- Follow hipaa guidelines for the management of patient privacy and confidentiality
- Ensure patient satisfaction by appropriately managing the appointment schedule and access to clinical services
- Work closely with Physicians to ensure scheduling of patients appointment is done in accordance with physicians preferences and template
- Maximize epic and use in a manner that supports optimal access
- Coordinate interpreter service or language line representatives into patient phone call to provide high quality service to patients who require interpreting services
Referral Coordinator - Temporary
HARBOR HEALTH SERVICES INC
07.2021 - 12.2021
- Review and corrected patients registration/ verify and edit patient insurance coverage
- Submit prior authorization when required by patient's insurance/ correspond with insurance carriers when needed
- Understand, manage, and process internal and external referrals
- Manage a large volume of incoming calls and assisted patients with their inquiries
Ambulatory Service Representative III
BOSTON MEDICAL CENTER
03.2017 - 06.2021
- Answer all incoming calls
- Schedule procedures (elective, urgent cases) including all pre- op appointments
- Complete a variety of administrative duties (faxing, mailing letter, sending prescription request to providers)
- Understand and schedule referrals received internally or from outside facilities
- Answer patients questions or concerns regarding procedures, preparations and medications
- Manage or block time to ensure providers time is maximized while in session
- Review and corrected patient registration/ verify and edit patient insurance coverage and respond to any billing inquires
- Submit prior authorization when required by patients insurance/ correspond with insurance carriers when needed
Ambulatory Service Representative
BOSTON MEDICAL CENTER
06.2016 - 03.2017
- Answered patients' questions or concerns regarding appointments
- Called patients and book, reschedule, or cancel appointments
- Called Community Health Centers to gather referrals if not received
- Responsible for gathering faxed referrals and filing them in appropriate locations
- Liaison to the Call Center representatives and answer any questions they might have
- Completing any assignments given by assigned providers
Masshealth Customer Service Representative
MAXIMUS
05.2013 - 05.2016
- Informed members about their MassHealth insurance and benefits
- Informed members on locations and provider who accept their coverage
- Enrolled and dis-enroll members from managed care organizations
- Informed members in billing and transportation
- Provided accurate and appropriate information in response to customer inquiries in a timely and accurate manner
- Demonstrated mastery of customer service call script within specified time frames
Customer Service
OLD NAVY
09.2013 - 12.2015
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
- Expressed appreciation and invited customers to return to the store
- Assisted customers with store and product complaints
- Assisted customers in finding out-of-stock items also recommended, selected and helped locate merchandise based on customer needs and desires
- Processed merchandise returns and exchanges
Education
Bachelor of Arts - Sociology
Suffolk University
Boston, MASkills
- Bilingual
- EHR & EMR Software (EPIC)
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Strong organization / Multitasker
Timeline
New Patient Coordinator, Lead
Dana-Farber
04.2024 - Current
New Patient Coordinator
Dana-Farber
10.2022 - 04.2024
Dermatology Department Practice Assistant - Temporary
BRIGHAM WOMENS HOSPITAL
01.2022 - 10.2022
Referral Coordinator - Temporary
HARBOR HEALTH SERVICES INC
07.2021 - 12.2021
Ambulatory Service Representative III
BOSTON MEDICAL CENTER
03.2017 - 06.2021
Ambulatory Service Representative
BOSTON MEDICAL CENTER
06.2016 - 03.2017
Customer Service
OLD NAVY
09.2013 - 12.2015
Masshealth Customer Service Representative
MAXIMUS
05.2013 - 05.2016
Bachelor of Arts - Sociology
Suffolk University
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