Joanne Rizzo
Manchester
Summary
Dedicated healthcare professional with extensive experience in patient service roles, poised to make a significant impact within a dynamic team. Recognized for exceptional communication skills and a proven ability to efficiently manage patient inquiries and administrative responsibilities. A collaborative team player who adapts seamlessly to diverse needs, earning the trust of colleagues and patients alike. Committed to enhancing patient experiences and contributing to overall organizational success.
Overview
39
39
years of professional experience
Work History
Patient Service Representative
Catholic Medical Center/Infusion Center
11.2024 - Current
- Managed patient scheduling and appointment confirmations, ensuring effective utilization of clinic resources.
- Facilitated prompt responses to patient inquiries, fostering a supportive and efficient healthcare environment.
- Oversaw communication processes between healthcare providers and patients to ensure timely and accurate information delivery.
- Verified accuracy of patient records within electronic health record systems to maintain data integrity.
- Facilitated efficient patient registration and insurance verification to improve overall patient satisfaction.
- Ensured secure handling of patient information and confidential medical records in compliance with HIPAA privacy regulations.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Fostered a positive perception of the hospital by providing exemplary customer service during initial patient engagements.
- Optimized admission procedures to enhance patient experience and minimize wait times.
- Utilized electronic health record systems proficiently, contributing to overall efficiency in documentation management.
- Managed scheduling and deployment of interpreter services to ensure effective communication and eliminate language barriers.
- Alleviated administrative burdens on clinical staff by managing incoming calls, messages, and faxes effectively.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
- Contributed to continuous improvement initiatives within the department by participating in regular team meetings and offering constructive feedback on areas of potential growth.
- Nurtured relationships with referring providers to maintain continuity of care for patients transitioning between services.
- Fostered a culture of professionalism within the department, ensuring consistent adherence to established guidelines and policies.
- Demonstrated resilience and problem-solving skills in managing complex situations under pressure.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Supported patient experience by efficiently managing check-in processes and providing assistance.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Delivered support to medical staff in completion of patient paperwork.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Patient Service Representative
Catholic Medical Center/Queen City Medical Associates
11.2023 - Current
- Provid exceptional customer service to patients, ensuring a positive experience throughout their visit
- Assist with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
- Verify insurance coverage and obtain necessary authorizations for medical services, minimizing billing errors
- Maintain accurate patient records by updating personal information, medical history, and insurance details in the electronic database
- Schedule and confirm patient appointments, efficiently managing a high volume of calls and inquiries
- Address patient concerns and resolve issues promptly and professionally always with compassion and empathy
- Collaborate with healthcare providers to coordinate referrals for specialized treatments or consultations as part of the check-out process
- Educate patients on available resources such as online portals or mobile applications for accessing test results or scheduling appointments
- Perform administrative tasks including filing and obtaining documents, organizing charts
- Manage incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
Community Relations Director
The Arbors of Bedford
10.2021 - 09.2022
- Responsible for admissions and occupancy and maintaining 100% occupancy by establishing relationships with professional partners in different health care settings such as hospitals, Senior Centers, Doctors offices, Social Workers etc
- Worked with and educated families on choices and made recommendations based on needs in short term but also long term
- Huge advocate to Seniors based on needs of individual
- Participated in activities
- Organized on site Marketing Events
- Helped Maintenance Director prep apt/room prior to move in day
- Obtained necessary paperwork from families and Doctors office prior to move in day
- Supported families with paperwork process
- Always made myself available as a resource to our professional partners and family members whether they chose us or not
- Conflict management within the community with front line Team Members at times
- Manager on Duty 1 weekend per month-responsible for operations of Community and resolution of issues and or concerns
- Conducted tours of our Community both scheduled and drop ins on any given day or time. Always made myself available
- Greeting and receiving families to the Community and quickly assessing the situation to be able to offer empathy, kindness and compassion for each unique situation quickly adjusting my approach to meet their needs
- Huge Customer Service Advocate
- Relationship Building
Executive Director
Bentley Commons - Bedford, NH
12.2020 - 10.2021
- Oversaw entire operations of the Assisted Living Community
- Managed a team of 6 Community Directors who each over saw their departments
- Assisted with Community Tours
- Did Lease Signings
- Managed Family Issues
- Employee Relations
- Managed to eliminate all agency staff in the building by the time I left in October of 2021 and replaced with long term direct hires by providing a positive culture
Community Relations Director
Bedford Falls Assisted Living
01.2018 - 11.2020
- Responsible for admissions and occupancy and maintaining 100% occupancy by establishing relationships with professional partners in different health care settings such as hospitals, Senior Centers, Doctors offices, Social Workers etc
- Worked with and educated families on choices and made recommendations based on needs in short term but also long term
- Huge advocate to Seniors based on needs of individual
- Participated in activities
- Organized on site Marketing Events
- Helped Maintenance Director prep apt/room prior to move in day
- Obtained necessary paperwork from families and Doctors office prior to move in day
- Supported families with paperwork process
- Always made myself available as a resource to our professional partners and family members whether they chose us or not
- Conflict management within the community with front line Team Members at times
- Manager on Duty 1 weekend per month-responsible for operations of Community and resolution of issues and or concerns
- Conducted tours of our Community both scheduled and drop ins on any given day or time. Always made myself available
- Greeting and receiving families to the Community and quickly assessing the situation to be able to offer empathy, kindness and compassion for each unique situation quickly adjusting my approach to meet their needs
- Huge Customer Service Advocate
- Relationship Building
- Maintained 100% occupancy the entire time I worked at Bedford Falls by establishing and nurturing relationships with all professional partners
- Always a resource to professional partners and families
- Always available to conduct tours
- Always available to my fellow Director Teammates and Executive Director
Customer Service Manager
Home Care Assistance
08.2015 - 01.2018
- There were 13 clients when I came on board and 85 when I left.
- I did hiring of caregivers, orientation, all scheduling including having the on call/after hours phone 24/7
- Sales, consultative selling, home visits, patient assessments, care plans, site visits, conflict management and resolution, relationship building with Caregivers and Families
- Go to person for all
Business Operations Coordinator/Trainer
Home Instead Senior Care Manchester NH
06.2012 - 08.2015
- Scheduling, consultative selling, up selling, site visits, on call/after hours weeknights and weekends 3 weeks on including holidays and one week off per month.
- Managed Client Contracts and paperwork
- Took LNA course in March of 2013 and passed May of 2013 and became Caregiver Trainer until I left
- Handled all Customer Complaints with quick resolution
- Very responsive
Private Duty Caregiver
Curtin Law Office
01.2009 - 06.2015
- Partnered with Phil Curtin and Jennifer Holmes Griffin at Curtin Law Office in Manchester NH and took care of several of their clients at various stages of declining health including Alzheimer's through end of life.
- I cared for them in their own homes as well as moved one client into my own home because she could not do the stairs in her home.
- Managed all aspects of their care and helped guide families.
Pharmacy Technician
CVS Pharmacy
09.1994 - 07.2006
- Worked both in window inputting prescriptions as well as making sure we had the product to fill it while customer was there.
- Gathering customer information and insurance card
- Putting in insurance information
- Filling prescription and getting ready for Pharmacist to check
- Answering phones promptly and resolving or passing along to appropriate person
- Adhered to all privacy regulations
- Waited on customer and helped with questions as well as OTC products
- Added water to reconstitutables
- Did Pharmacy ordering to stay within budget
- Pulled outdates
- Maintained waiting area
- Kept counters clean and sanitized
- Kept all pill trays clean and sanitized
- Did Technician schedule
- Scheduled to meet the needs based on volume
- Helped with inventories both in Nashua and other CVS locations
- Worked to meet needs of business
- Became District Pharmacy Trainer(13 stores)
- Trained Technicians and all upper newly hired upper management including Store Managers, District Managers, Area Vice Presidents etc
- Became Intern Program Manager for Region 13
- Reported to Region Manager. Worked with All Interns at all levels of school to insure positive experience and ultimately sign on upon licensure.
- Exceeded goal of 23 hires and signed on 36 total. Did site visits throughout region.
- Responsible for South Shore, Cape Cod, Northern Massachusetts, NH, Northern NH and State of Maine.
- Attended all Region Meetings at Region Business Office in Stoughton, Ma
- Coached Store Managers on how to hire and fire under performing Pharmacy Technicians in non Pharmacy Manager Stores
Pharmacy Technician
OSCO Drugs
06.1987 - 09.1994
- Worked in window gathering customer information and insurance cards
- Checked to make sure we had enough product to fill RX and if not do a partial and order for next day delivery
- Typed RX labels on typewriter
- Pulled product and affixed labels to containers
- Filled prescriptions and got ready for pharmacist check
- Processed insurance manually
- Waited on customers picking up prescriptions
- Reconstitutables
- Put order away
- Ordered product
- Pulled outdates
- Kept waiting area neat and clean
- Wiped down counters at end of shift
- Sanitized pill trays often
- Helped maintain CII log
- Answered phones promptly and directed to appropriate person
- Helped convert to computer system
- Any other duties assigned
Education
High school diploma -
Manchester West High School
Manchester, NH06-1978
Skills
- Proficient in service delivery
- Knowledge of HIPAA guidelines
- Insurance eligibility verification
- Efficient appointment management
- Patient assessment process
- Medical language proficiency
- Effective patient interaction
- Accurate data entry
- Skilled in resolving conflicts
- Office reception oversight
- Health education delivery
- Assisting callers effectively
- Translating physician directives
- Clear and concise communication
- Healthcare sector expertise
- Courteous phone handling
- Follow-up coordination
Timeline
Patient Service Representative
Catholic Medical Center/Infusion Center
11.2024 - Current
Patient Service Representative
Catholic Medical Center/Queen City Medical Associates
11.2023 - Current
Community Relations Director
The Arbors of Bedford
10.2021 - 09.2022
Executive Director
Bentley Commons - Bedford, NH
12.2020 - 10.2021
Community Relations Director
Bedford Falls Assisted Living
01.2018 - 11.2020
Customer Service Manager
Home Care Assistance
08.2015 - 01.2018
Business Operations Coordinator/Trainer
Home Instead Senior Care Manchester NH
06.2012 - 08.2015
Private Duty Caregiver
Curtin Law Office
01.2009 - 06.2015
Pharmacy Technician
CVS Pharmacy
09.1994 - 07.2006
Pharmacy Technician
OSCO Drugs
06.1987 - 09.1994
High school diploma -
Manchester West High School