Joanna Nieves-Garcia

• Medical Receptionist with experience coordinating patient scheduling, insurance verification, and specialist referrals in busy primary care and urgent care settings.
• Brings strong customer service, medical office administration, and multitasking skills, with proficiency in electronic patient records and real-time eligibility checks.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Run real-time eligibility (RTE) on all patients to verify insurance and follow out of network policies as applicable.
• Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
• Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
• Improved patient satisfaction by managing front desk operations and addressing inquiries promptly.
• Streamlined overall workflow by taking on various responsibilities to improve team efficiency.
• Demonstrated ability to manage multiple tasks simultaneously in a fast-paced environment.
• Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
• Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
• Minimized no-shows by implementing an appointment reminder system through phone calls and text messages.
• Improved patient follow-up, reducing missed appointments through effective reminder calls.
• Optimized appointment scheduling to maximize doctor availability.
• Supported patient care by scheduling appointments to accommodate urgent health needs.
• Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
• Fostered a welcoming environment, greeting patients warmly upon arrival.
• Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others
• Interacts with internal customers to provide excellent support service to staff in departments that provide direct patient care.
• Adapted availability to cover full operational hours, ensuring adequate staffing.
• Demonstrates the ability to use all computer applications efficiently and to the capacity needed in this position.
• Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
• Reduced administrative errors by consistently verifying insurance information.
• Enhanced patient understanding by providing clear explanations of treatment procedures.
• Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
• Seeks to support efficient clinic operations while continuing to develop clinical administrative expertise and patient-centered communication.
• Cross-training between various departments (Urgent Care, Dental care) will take place to ensure coverage

• Greeting all patients with a smile, completing and updating patients' insurance information with accuracy and efficiency.
• Utilized electronic health record system to complete registration process, facilitating patient visits with physicians, certified nurses, midwives, and diagnostic technicians.
• Complete the check out process by assisting the patients with scheduling future appointments and providing referral information as directed by the providers.
• Verify insurance eligibility to ensure timely billing to a third party vendor, collect co-pays and deductible as directed by the billing policies.
• Answer the appointment line and check the email appointment request system, schedule appointments for the patients at one of office sites and /or diagnostic departments.
• Must have a strong commitment to providing exceptional services and ensuring each patient's encounter with our practice is professional, warm, caring and has met their needs.
• Ability to perform in a professional and calm manner when assigned frequent tasks while helping patients throughout the day.
• Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Coordinated specialist referrals for patients requiring additional care, ensuring timely transfer of medical records.
• Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
• Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
• Answered high-volume patient calls and directed inquiries to appropriate staff, improving call resolution and patient flow.
• Scheduled appointments across multiple clinics and specialties, ensuring adherence to clinical guidelines and reducing scheduling errors.
• Updated patient demographic and insurance details at scheduling to maintain accurate records and support billing accuracy.
• Verified Medical card enrollment in IHC via MEDI system to ensure program participation and coverage validation.
• Identified patient eligibility for state health programs such as ALL KIDS and IHC, supporting increased program enrollment.
• Paged nurses and providers through intranet for urgent calls to accelerate clinical response times.
• Routed administrative, clinical, and informational calls per departmental protocol to improve call handling consistency.
• Managed voicemail routing and message distribution while monitoring system function to preserve communications continuity.
• Delivered consistent patient-focused service to maintain satisfaction and support access to care.
• Performed additional assigned duties to support clinic operations and adapt to changing priorities.
• Mentored new front-desk staff on system navigation and patient communication techniques, building confidence and sustaining consistent service levels during peak periods.
• Piloted a patient-centered check-in checklist to capture essential clinical and demographic data up front, accelerating intake tasks and improving visit efficiency.
• Maintained accurate electronic patient records during remote intake, ensuring demographic and clinical data integrity to support efficient billing and care coordination.
• Led initiative to centralize message triage for urgent clinical requests, accelerating provider notification and safeguarding continuity of care.
• Established verification checklist for insurance and program eligibility during virtual registration, reducing claim denials and supporting uninterrupted patient coverage.
• Optimized appointment confirmation workflows to decrease no-shows and improve clinic throughput, yielding more reliable daily schedules.

• Greeted patients warmly upon arrival and directed them to appropriate services.
• Scheduled and followed up on patient appointments while collecting payments and maintaining organized patient files.
• Coordinated insurance verification and ensured accuracy of billing information.
• Verified insurance coverage for appointments and collected co-payments.
• Maintained patient records with confidentiality and compliance to regulations.
• Managed office phone lines, checking voicemail, returning calls, and directing messages to team members for efficient communication.
• Responded to patient inquiries promptly, providing information about services offered.
• Assisted medical staff by coordinating communication between patients and providers.
• Prepared charts for new patients, ensuring all necessary forms were completed correctly.
• Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
• Processed referrals for specialist care when requested by physicians or patients.
• Compiled and coded patient information or data in the appropriate computer system.

• Executed general labor tasks including shoveling, raking, and hauling materials to support project completion.
• Performed general labor duties while not operating light machinery.
• Collaborated with business users to define requirements for customization projects.
• Collaborated with student shelvers to accomplish tasks and maintain workflow.
• Assisted in developing recruitment strategies by analyzing labor market trends and competitor insights.

Conducted inventory checks to track product levels, ensuring timely stock availability for customer needs

• Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
• Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
• Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
• Utilized knowledge of deli products to make recommendations, personalizing shopping experience for customers.
• Responded to telephone inquiries about products and services, guiding customers to make informed choices
• Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
• Collaborated with other departments to promote cross-merchandising opportunities and improve overall store performance.
• Managed deli equipment maintenance, ensuring all machines operated safely and efficiently.

• Ensured safe and secure environment for entire facility.
• Enforces identification policies for persons/personnel entering facility.
• Patrolled facility and garage structure, identifying and reporting inconsistencies.
• Controls traffic flow of visitors entering and exiting facility.
• Facilitated authorized escorts, enhancing safety and compliance within facility.
• Provided assistance to patients, visitors, and staff throughout the facility.
• Demonstrated customer service values in compliance with facility policy - key for quality service.

• Identify badges and direct all patients and visitors.
• Research and confirm all patients and visitors.
• Interact with all individuals attempting to access restricted areas, ensuring that all individuals have proper access to that area.
• Assisted patients, visitors, and employees of Swedish Covenant with their needs, ensuring a high level of service.
• Develop, within the probationary period, a flawless knowledge of Swedish Covenant's services and key service areas.
• Perform extra mile services.
• Actively listened to patients and visitors to understand their needs.
• Communicates in a clear, specific, warm, courteous and effective manner.
• Maintained constant awareness of surroundings to identify service opportunities and potential security issues.
• Collaborated with colleagues to improve service delivery and support team objectives.
• Managed multiple responsibilities simultaneously in a fast-paced environment.
• Responded quickly during emergencies by contacting security or the appropriate department.

• Answering incoming calls, directing calls to appropriate staff.
• Greet and check in all patients for office appointments and assist patient to exam room.
• Scan insurance cards, entering all demographic information into the electronic health record.
• Documented vital signs and allergies reported by the patient and informed physician/PA of abnormal findings.
• Prepares lab requisitions and specimens for outside laboratories.
• Maintains exam rooms using proper sanitation techniques and ensures a neat and orderly environment at all times.
• Enter referrals for office visits into EMR.
• Receives sorts and faxes incoming medical lab reports and distributes to appropriate staff.
• Demonstrated understanding of basic medical terminology used in clinical settings.
• Coordinates the pick-up and delivery of express mail services (FedEx, UPS, etc.).
• Assists in the ordering, receiving, stocking and distribution of office supplies.
• Assists with other related clerical duties such as photocopying, faxing, scanning, electronic mailing.
• Schedules patients for procedures and informs patients with instructions needed to prepare for the procedures.
• Schedule office visits and confirm patient appointments for follow up.
• Coordinated inventory management for office supplies, ensuring timely ordering to maintain uninterrupted workflow.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Assisted with onboarding new employees by providing training materials and coordinating orientation schedules for seamless integration.
• Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
• Assisted in the preparation of financial reports, gathering data that contributed to budgeting accuracy.
• Enhanced office environment, organizing spaces for better workflow and employee comfort.
• Implemented new CRM system to track client interactions, improving response times and client satisfaction.
• Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
• Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
• Maintained strong customer relationships through prompt responses to inquiries and accommodating unique requests.
• Liaised between clients and vendors and maintained effective lines of communication.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.