Jacqueline Marcano
Lynnwood,WA
Summary
Dynamic healthcare professional with extensive experience at Swedish Urology, excelling in surgical scheduling and patient care coordination. Proven track record in managing complex insurance scenarios and enhancing patient access. Skilled in Epic and patient relationship management, delivering empathetic communication and achieving significant improvements in operational efficiency.
Overview
10
10
years of professional experience
Work History
Lead Patient Care Coordinator/Surgery Scheduler
Swedish Urology
Seattle, WA
08.2017 - 06.2025
- Supported Dr. James R. Porter Jr., Medical Director of Robotic Surgery, and Dr. Rogerio Huang.
- Directed patient care logistics and front-end operations for a high-volume urology practice specializing in advanced robotic procedures.
- Scheduled New patient visits, establish patient appointments, and a wide range of urologic surgeries, including major laparoscopic procedures, Da Vinci XI and Single Port robotic surgeries, and minor in-office interventions, ensuring accuracy, timeliness, and patient-centered coordination.
- Managed multiple high-volume phone queues and virtual consultation workflows, delivering timely, empathetic communication across Zoom and other platforms.
- Acted as the central liaison among physicians, nurses, schedulers, financial counselors, and external providers to facilitate seamless interdisciplinary coordination.
- Managed patient financial interactions by collecting copayments, estimating service costs, verifying insurance benefits, and mailing past-due balance statements. Ensured timely reconciliation of outstanding balances while maintaining trust and transparency with patients. Collaborated with billing teams and financial counselors to resolve coverage discrepancies
- Provided 1:1 coaching, on board training and peer mentoring, collaborated with the Supervisor to conduct new workflows and team meetings. Serve as the first point of escalation for day-to-day PCCs concerns and questions.
- Led referral processing through EPIC work queues with consistent accuracy, significantly reducing turnaround times and improving patient access.
- Streamlined care delivery by proactively securing authorizations, imaging and lab orders, and pre-admission documentation. Managed HIPAA-compliant release of information (ROI) requests, retrieving and distributing medical records to patients and external providers with precision.
- Ensured timely EMR entry and provider routing of lab and imaging results for coordinated follow-up.
- Expertly navigated complex insurance scenarios—including appeals, retroactive referrals, prior authorizations, and travel logistics for out-of-state surgical patients—to eliminate barriers to care.
Patient Services Representative
Office of Dr. Adrian P. Call
Seattle, WA
01.2017 - 07.2017
- Company Overview: Family Medicine/ Obstetrics
- Scheduled and provided data entry for all patient visits and minor in office procedures in a dual-specialty practice, providing compassionate support across family medicine and obstetric care.
- Managed high-volume inbound and outbound phone lines, ensuring prompt and courteous communication while triaging patient needs and scheduling appointments.
- Facilitated chat-based communications to prepare patients for upcoming appointments, confirming documentation, answering pre-visit questions, and reinforcing care instructions.
- Verified insurance coverage, processed co-payments, and managed referrals to external specialists with accuracy and discretion.
- Maintained organized patient records and ensured thorough pre-visit preparation in a fast-paced, high-volume clinical setting.
- Managed HIPAA-compliant release of information (ROI) requests, retrieving and distributing medical records to patients and external providers with precision.
- Family Medicine/ Obstetrics
Office Supervisor
Carkeek Park Veterinary Hospital
Seattle, WA
09.2015 - 01.2017
- Supervised front-desk operations including appointment scheduling, procedure scheduling, emergency triage, and multi-provider coordination in a busy veterinary practice.
- Collecting copayments and obtaining payments for services rendered, both in-person and remotely, while maintaining compliance with financial policies and patient confidentiality.
- Creating detailed estimates and patient statements, explaining coverage, out-of-pocket costs, and payment options to ensure transparency and trust.
- Serve as the first point of escalation for day-to-day staff, and client concerns and questions.
- Provided 1:1 coaching, on board training and peer mentoring.
- Manage workload distribution and prioritize tasks in a dynamic setting.
- Managed a multi-line phone system to support high call volumes, ensuring timely and professional communication with clients, providers, and referring veterinarians.
- Built strong relationships with referring veterinarians and ensured continuity of care through meticulous record management and follow-up.
- Scheduled and provided data entry for new clients and veterinary care packages.
- Developed and implemented a comprehensive training manual to standardize service delivery and streamline onboarding for new staff.
- Managed inventory for prescription foods and supplies and led the clinic’s social media strategy to enhance visibility and community engagement.
Education
GED - High School Equivalent
Washington State Board for Community and Technical Colleges
02.2020
Skills
- Epic (super user)
- Centricity EMR
- DVMax
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Access)
- Microsoft Teams
- Genesys Cloud
- Adobe Acrobat
- OnBase
- Availity
- One Health Port
- CPT / ICD-10 coding
- insurance verification
- 50 WPM typing speed
- Data Entry
- Appointment scheduling
- Medical billing
- Customer service
- Superior data entry accuracy
- 1:1 coaching
- Prior authorizations
- Advanced calendar management via Microsoft Outlook
- Medical Records
- Release of information
- Peer mentoring
- Microsoft Windows platforms
- Healthcare administration and workflow design
- Surgical scheduling and robotic procedure coordination
- Insurance authorizations
- Referral management
- HIPAA compliance and medical records integrity
- Patient and provider relationship management
- EMR systems
- On-board training
- Mychart
- Multidisciplinary team collaboration
- Medical terminology
- call center operations
- Medical documentation
- Remote work experience
Relocating To
Dallas, TX
References
References available upon request.
Timeline
Lead Patient Care Coordinator/Surgery Scheduler
Swedish Urology
08.2017 - 06.2025
Patient Services Representative
Office of Dr. Adrian P. Call
01.2017 - 07.2017
Office Supervisor
Carkeek Park Veterinary Hospital
09.2015 - 01.2017
GED - High School Equivalent
Washington State Board for Community and Technical Colleges
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