Jonae Morales
Sanford,FL
Summary
Medical professional with proven track record in managing medical reception teams and optimizing office workflows. Known for facilitating seamless operations and fostering collaborative work environment. Recognized for adaptability and reliability, ensuring efficient responses to evolving needs and priorities.
Experienced with medical office management and team supervision. Utilizes strong organizational skills to ensure smooth daily operations. Track record of fostering positive patient experiences and maintaining high standards of efficiency.
Experienced healthcare professional with extensive background in medical office administration. Skilled in managing front office operations, scheduling, and patient relations. Strong focus on team collaboration and achieving results, adapting well to changing needs. Known for exceptional communication, organizational, and leadership skills.
Overview
8
8
years of professional experience
Work History
Medical Receptionist Supervisor
Nephrology Associates Of Central Fl
Orlando
04.2023 - 11.2025
- Supervised daily operations of front desk, ensuring efficient patient flow and service delivery.
- Trained and mentored medical receptionists on best practices and customer service protocols.
- Coordinated communication between patients, physicians, and insurance providers to resolve inquiries promptly.
- Managed phone system effectively, triaging calls as necessary and reducing hold times for callers.
- Coordinated insurance verification processes, streamlining billing procedures to increase accuracy and reduce denied claims.
- Maintained accurate patient records, ensuring compliance with HIPAA regulations and protecting sensitive information.
- Enhanced the patient experience with a warm, welcoming environment and professional demeanor.
- Assisted in managing conflicts among staff members when needed; fostered open communication channels which ultimately strengthened overall team dynamics.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered phone calls and messages for 10-physician Nephrology medical facility, scheduling appointments, and handling patient inquiries.
- Implemented electronic health record (EHR) systems to enhance data accuracy and retrieval speed.
- Coordinated with healthcare providers to streamline appointment scheduling and reduce wait times.
- Organized office supply inventory for optimal cost control while maintaining adequate stock levels for smooth daily operations.
Patient Registration Representative
Centra Care
Longwood
04.2022 - 06.2022
- Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Accurately inputted patient and insurance information into company's computer system using Epic.
- Imaged and scanned patient and registration documentation into electronic patient record via Epic.
- Visited patients' rooms to collect insurance and financial information required for registrations.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Imaged and scanned patient and registration documentation into electronic patient record via Epic.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Scheduled 40+ daily appointments using computerized calendars.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Obtained payments from patients and scanned identification and insurance cards
- Performed various administrative tasks by filing, copying and faxing documents
Lead Front Desk Receptionist
Tuskawilla Nursing & Rehab Center
Winter Springs
11.2021 - 01.2022
- Used computer programs and registration systems to schedule patients for routine and complex procedures
- Completed clerical duties and tasks for clinic administration
- Checked patient insurance, demographic and health history to keep information current
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Used computer programs and registration systems to schedule patients for routine and complex procedures
- Completed clerical duties and tasks for clinic administration
- Contributed to and helped lead employee staff meetings, reporting trends in procedures, advising leadership on resources needed and preparing information to be disseminated
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution and medical care
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Supervised front desk operations, ensuring efficient guest check-in and check-out processes.
- Trained and mentored junior reception staff to enhance customer service quality.
- Managed multi-line phone system, directing calls and responding to inquiries promptly.
- Streamlined check-in and check-out processes for improved guest experience and increased staff efficiency.
Concierge Supervisor
Sumter Grand Independent Living
The Villages
05.2021 - 08.2021
- Register daily guest and sign in logs
- Maintains resident mail to residents executive director and department coordinator
- Takes complete messages with pertinent information and communicates messages to intended recipient
- Maintains adherence to all company's personnel policies abs established operating polices
- Arranged for transportation to and from airport, train station and events for visitors
- Maintained front desk's concierge book to provide visitors with access to relevant local information
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining
- Collected and documented patient medical information such as blood pressure and weight
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Saved $200 by implementing cost-saving initiatives that addressed long-standing problems
- Supervised daily operations of concierge team to ensure exceptional resident service.
- Developed and implemented workflows to enhance efficiency in concierge services.
- Resolved resident concerns promptly, improving overall satisfaction and experience.
- Assisted in organizing community events, promoting engagement among residents and staff.
- Maintained accurate records of services rendered, ensuring compliance with company policies.
- Oversaw inventory management for the concierge department, maintaining adequate supplies while minimizing costs.
Technical Support Representative
Ellucian
Lake Mary
06.2019 - 09.2019
- Provided technical support for students and faculty for various contracted schools
- Assisted with password resets and blackboard instruction
- Worked with ease within multi-system environment
- Processed over 40 support requests weekly for technical assistance on wide range of support issues
- Performed tests of functionality, security and performance of different workstations and devices
- Utilized ticketing system to manage and process support actions and requests.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed high levels of call flow and responded to technical support needs.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Technical Support Representative
Sykes Inc
DeLand
08.2018 - 12.2018
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Collaborated with Accountants to ensure full compliance to limit regulatory risks
- Gathered, evaluated and summarized account data in detailed financial reports
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Resolved system, hardware and telephone issues within 8 hours, improving efficiency among departments
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
Medical Appointment Scheduler
HealthFair
Winter Springs
01.2018 - 07.2018
- Supported providers in outpatient medical office through coordinating all administrative operations
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Enhanced office efficiency by handling 50+ callers per day
- Managed master calendar and scheduled appointments for 15 providers based on optimal patient loads and clinician availability
- Completed skilled administrative work to support all office staff and operational requirements
- Received, recorded and addressed incoming and outgoing communication via telephone and email
- Coordinated front office duties, including customer service, patient scheduling and billing.
Customer Service Representative
Alorica
Lake Mary
08.2017 - 01.2018
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems promptly
- Described product to customers and accurately explained details and care of merchandise
- Scheduled weekly inventory pickups and deliveries with vendors
- Directed calls to appropriate individuals and departments
- Served as liaison between customers, management and sales team
- Learned, referenced, and applied product knowledge information
- Scored in top 10% of employees in successful resolution of issues
- Educated customers on promotions to enhance sales.
- Resolved customer inquiries via phone and chat, ensuring satisfaction and timely responses.
- Assisted in training new team members on customer service protocols and systems.
- Managed customer accounts, updating information and handling billing inquiries efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Science - Medical Insurance Billing
Rasmussen College
Ocala, FL2019
High School Diploma -
Seminole State College of Florida
Sanford, FL10-2016
Skills
- EMR / EHR
- Patient scheduling
- Strong leadership
- Medical terminology proficiency
- Electronic health records management
- Problem-solving capacity
- Staff training and development
- Office administration
- HIPAA compliance
- Team building and motivation
- Documentation
- Paperwork coordination
- Medical charting
- Medical office administration
Education
true
Timeline
Medical Receptionist Supervisor
Nephrology Associates Of Central Fl
04.2023 - 11.2025
Patient Registration Representative
Centra Care
04.2022 - 06.2022
Lead Front Desk Receptionist
Tuskawilla Nursing & Rehab Center
11.2021 - 01.2022
Concierge Supervisor
Sumter Grand Independent Living
05.2021 - 08.2021
Technical Support Representative
Ellucian
06.2019 - 09.2019
Technical Support Representative
Sykes Inc
08.2018 - 12.2018
Medical Appointment Scheduler
HealthFair
01.2018 - 07.2018
Customer Service Representative
Alorica
08.2017 - 01.2018
High School Diploma -
Seminole State College of Florida
Associate of Science - Medical Insurance Billing
Rasmussen College