Ivelisse Fernandez

• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Updated patient information and insurance details for accurate electronic medical records.
• Used Epic to schedule appointments for doctor visits and procedures.
• Registered patients and completed associated paperwork for accurate records.
• Prepared patient charts by gathering and organizing medical records ahead of appointments.
• Assisted physicians in providing high-quality care, completing insurance forms and handling referrals promptly.
• Contributed to a positive work environment by maintaining organized files and facilitating clear communication between staff members.
• Enhanced patient care with timely and accurate data entry of medical histories, prescriptions, and lab results.
• Maintained strict compliance with HIPAA regulations, ensuring confidentiality of sensitive patient information.
• Ensured smooth daily operations by managing incoming calls professionally while addressing inquiries or directing them to appropriate personnel.
• Received, recorded and filed medical payments by check, cash, and credit card.
• Answered phone calls and messages for 5-physician medical facility, scheduling appointments, and handling patient inquiries.

• Lean, organized, and professional office environment to support maximum productivity.
• Supported positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
• Provided exceptional customer service by addressing client inquiries promptly and professionally.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
• Supervises employees Patient Access call Center.
• Ensure practice management, providers and staff have full understanding of call center roles and responsibilities
• Direct review and documentation of charge submission process for all practices. Determine best processes and implement uniformly across practices. Develop training manual to document process for each practice
• Evaluate employee performance.
• Resolves employee issues and addresses procedure and performance related issues.
• Authorizes attendance, schedules, and sick time changes.
• Establishes office procedures, communicates responsibilities, and expected performance to staff.
• Trains staff according to specific job responsibilities and expectations.
• Ensures appropriate cross-training and cross-coverage for all practice administrative activities.
• Plans, coordinates and schedules interrelated activities of practice office.
• Resolves all complaints and problems using independent judgment and decision-making skills, to ensure patient satisfaction and adherence to faculty practice standards.
• Determines and establishes explanation to complex calls, issues and questions not covered by specific instructions or common practice.
• Receives, compiles, classifies, reconciles and consolidates data from varied sources.
• Maintains accurate, well-organized, up to date files for retrieval of needed documentation.
• Compiles daily statistical data as requested and reports data monthly to appropriate parties.
• Organizes, prioritizes and expedites own work flow and uses independent judgment.
• Meets routinely with billing coordinators to review current tasks and assignments. Assists in establishing priorities, and allocating resources as needed to support operations.
• Meet FGP Administrative Practice Managers, monitor weekly charge submission volume, weekly charges posted, daily cash, incomplete charges, denials, collection reports, refunds, etc. Develop dashboard to track these indicators and conduct routine meetings with staff to discuss results of these indicators and redirect staff efforts as needed.
• FGP APMs and staff, attend physician billing meetings. Assist FGP APMs in meeting preparation including review of billing reports and presenting ad hoc analysis.
• Assist in implementation of new charge capture technology to physician practices. Work with FGP consultant, FGP APMs, staff and vendor to address physician concerns, operational and IT issues. Help track these issues as new physicians are brought on to he application.
• Assists in training office personnel for front-desk, reception, and billing activities
• Participates in on-going training/development/monitoring of staff by office
• Attends meetings, prepares minutes and participates on committees as requested.
• Recognizes routine problems and recommends suggestions, ideas and solutions.
• Completed bi-weekly payroll for 5 employees.

• Oversees the day-to-day activities of non-physician staff to ensure a high level of productivity. Establishes priorities and allocates resources needed to support front end and clinical support operations
• Supervises employees, interview new employee, completes non-physician performance evaluations; manages disciplinary and performance issues.
• Assist in quality assurance as directed by Medical Director. Work with other supervisors and administrative staff to address organization wide issues, including program development, personnel policies, and employee evaluations, safety concerns and quality assurance indicators.
• Determines and establishes the explanation to complex calls, issues and questions not covered by specific instructions or common practice.
• Manages EPIC administrative in baskets, patient escalations, patient access and waitlists.
• Determines physical maintenance and equipment needs and repairs by coordinating internal or external resources. Resolves problems relating to the facility on a day-to-day basis.
• Ensures all areas are appropriately stocked and supplies are readily accessible.
• Works with Office Management and Physicians to ensure adherence to all regulatory and HIPAA guidelines.
• Enforce all office policies and procedures. Specifically track issues related to attendance, lateness, and behavioral patterns that require a verbal or written warning.
• Monitors intake work queue for timely intake completion
• Answers patient questions to ensure understanding and patient satisfaction.

• Works with administrators on developing optimal staffing and patient’s schedules.
• Implements and ensures compliance with all organization standards, guidelines, rules, regulations, policies, and procedures.
• QAPI meeting monthly and quarterly to assure proper reporting of outpatient QAPI activities.
• Resolve patient complaints/issues and establish systematic approach for delivery of quality patient care.
• Responsible for updating and maintaining inventory, dispensing and documenting to ensure all applicable regulations.
• Obtain pre-authorization for radiology service, diagnostic procedures, and surgeries.
• Manage receptionist area.
• Supervised and managed daily activities of clinical team consisting of 8 physicians, nurses, and support staff.
• Supervised and managed daily activities of clinical team consisting of 4 physicians, nurses, and support staff.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Update patient demographic information i.e. insurance information, contact information
• Verify insurance eligibility, schedule appointments and obtain insurance authorization for ancillary services, surgical and radiological procedures
• Review lab and testing results to determine priority of appointment request
• Review and process disability forms.
• Collect co-payments and post in Emdeon software.
• Pull and review patient charts prior to appointment in timely fashion.
• Facilitate Physician and Nurse Coordinator review of charts prior to office hours.
• Create, review, organize and file heavy volume of patient charts daily Prepare all patient correspondence.
• Ensure reception and patient waiting area are kept clean and organized
• Pick up and distribute all incoming mail
• Perform all other related duties as assigned

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Certified Clients by determining financial and residential eligibility
• De-obligated checks and maintained records of appointments
• Made Appropriate referrals as requested by client and program
• Distributed WIC Checks and served as customer service representative
• Answered heavy volume of calls and directed calls appropriately

Managed physical records storage, ensuring proper labeling, organization, and safekeeping of essential documents.

• Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
• Maintained awell-functioning filing system, conducting periodic audits to identify areas for improvement or discrepancies that required resolution.
• Supported team members, providing necessary documents and files for efficient decision-making processes.
• Oversaw file room operations for 10 employees and streamlined workflows to promote quicker turnaround.