Juanita Peterson
Baltimore,MD
Summary
Patient-focused, detail-oriented, and computer-savvy medical professional who is a creative facilitator who takes initiative and pride in relationship management. Highly adaptable and enthusiastic individual looking to join a rapidly growing, changing environment in the company of prestige. Also, carries strong belief in listening, assessing, and understanding the needs and challenges with focus towards a satisfied patient and/or provider. Personable and courteous in all interactions with patients and team members and skilled at anticipating physician and practice needs. Effective in handling office and administrative tasks within busy, multi-physician practices.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Service Manager
Health Care for the Homeless
01.2022 - Current
- Supervised Client Service Representatives and Leads, setting clear expectations, managing schedules, and fostering a culture of open communication. Provided individualized guidance to help the team navigate complex problems.
- Oversaw and enhanced practice operations workflows, including scheduling, registration, insurance verification, benefits enrollment, referrals, and medical records management.
- Established, updated, and maintained SOPs and KPIs for team efficiency and performance.
- Developed and executed client service strategies to improve patient satisfaction, streamline workflows, and support practice growth in a high-volume healthcare environment.
- Collaborated with leadership to set and assess practice goals, ensuring alignment with client care initiatives.
- Designed and implemented a streamlined patient registration process that enhanced data accuracy and improved Medicaid revenue capture.
- Managed recruitment, performance reviews, and career development for team members, optimizing staff productivity.
- Led quarterly training sessions on Medicaid and Medicare insurance processes, increasing eligibility accuracy and reducing service errors.
- Reduced eligibility-related errors by 25% through targeted training on Medicaid and Medicare procedures, boosting staff confidence in handling insurance-related inquiries.
- Oversaw daily front-end operations, including scheduling, registration, insurance verification, and documentation, to ensure accurate Medicaid billing and reimbursement.
- Acted as a point of escalation for client concerns, managing complaints, resolving issues, and providing culturally competent, client-centered support.
- Monitored key performance indicators such as client satisfaction, access to care, and staff productivity, collaborating with leadership to implement service improvements.
- Ensured compliance with all applicable policies and regulations, including HIPAA, ADA, OSHA, and internal risk protocols.
- Managed client-related issues, including complaints, special requests, and de-escalation, following agency protocols.
- Served as the communications lead, keeping staff informed of state/local regulatory changes and organizational updates. Advocated for staff concerns with Practice Operations management to improve work environments and solve issues.
- Worked cross-functionally with leadership to ensure optimal clinic flow and an excellent client experience.
Sr Administrative Assistant/Prior Authorization Specialist
Maryland Cardiovascular Specialist
01.2017 - 01.2022
- Registered patients, collected insurance and demographic information, and ensured accurate documentation for appointments and procedures.
- Trained new administrative assistants on appointment scheduling, procedure authorizations, registration, and check-out processes.
- Coordinated office services, including telephone coverage, supply management, and preparation of correspondence, meeting materials, and reports.
- Organized and verified physician schedules, ensuring necessary referrals and authorizations were in place for appointments and procedures.
- Managed coordination of care between various physician offices for cardiac procedures and consultations.
- Maintained and organized physician calendars, verified insurance eligibility, and communicated updates to policies and procedures.
- Recommended process improvements to streamline office functions and enhance efficiency.
- Organized and maintained filing systems, tracked scheduling information, and managed office expenses within budgetary limits.
- Responded to internal and external inquiries, providing relevant information, printed materials, or other resources as needed.
- Created and implemented a comprehensive prior authorization policies and procedures manual for the practice.
Medical Secretary
Medstar Medical Group Cardiology
01.2015 - 01.2017
- Assisted with the daily operations of a medical office, including scheduling appointments and greeting patients in person or on the phone.
- Provided administrative support to physicians by copying documents, filing records, mailing correspondence, etc.
- Managed, updated, and maintained, schedules ensuring that all referrals and medical records are received and available for doctor review.
- Obtain pre-certification as required by health care insurance or managed care providers.
- Answer a high volume of incoming calls, relaying messages to physicians and other office staff.
- Updated patient records ensuring accuracy of information.
- Arranged appointments and coordinated patient transportation.
- Always maintained confidentiality of patient information and assisted doctors during examinations when needed.
- Scheduled post-surgical procedures.
- Assisted with inventory management of supplies and ensured that appropriate safety procedures were followed at all times while performing job duties.
Administrative Assistant II
Children’s Heart Program
01.2013 - 01.2015
- Assisted with daily office operations, including scheduling appointments and greeting patients in person or over the phone.
- Provided administrative support to physicians, handling tasks such as copying documents, filing records, and managing correspondence.
- Managed and updated physician schedules, ensuring all referrals and medical records were received and available for review.
- Obtained pre-certification from healthcare insurance or managed care providers as required.
- Answered a high volume of incoming calls, relaying messages to physicians and office staff in a timely manner.
- Updated patient records regularly, ensuring accuracy and completeness of information.
- Coordinated patient appointments and transportation, ensuring smooth scheduling and access to care.
- Maintained patient confidentiality at all times and assisted doctors during examinations as needed.
- Scheduled post-surgical procedures and ensured timely follow-up.
- Assisted with inventory management of office supplies and adhered to safety protocols when performing job duties.
Education
Medical Assistant Certification -
Medix School
01.2001
High School Diploma - undefined
Forest Park High School
01.1994
Skills
- Excellent interpersonal and communication skills
- Patient-focused with strong ability to manage client relationships
- Front desk experience, including greeting patients and managing high volumes of calls
- Calendar management and scheduling for physicians and patients
- Multitasking and time management in a fast-paced environment
- Organizational skills for managing office supplies, files, and patient records
- Supervisory experience, including leading and training teams
- Ability to motivate and guide staff to achieve performance goals
- Project management: overseeing and executing office initiatives
Customer Service & Communication:
Administrative & Organizational Skills:
Leadership & Team Management:
- Strong knowledge of medical terminology, billing, and coding
- Health information management and HIPAA regulations
- Insurance verification and pre-certification processes
- JACHO and OSHA compliance
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Spreadsheet and database creation for tracking patient and office information
- Data entry and report/document preparation
- Team leadership
- Task delegation
Healthcare & Medical Knowledge:
Technical Skills:
Certification
American Institute for Healthcare Management 2025
Certified Professional in Healthcare Management
Timeline
Client Service Manager
Health Care for the Homeless
01.2022 - Current
Sr Administrative Assistant/Prior Authorization Specialist
Maryland Cardiovascular Specialist
01.2017 - 01.2022
Medical Secretary
Medstar Medical Group Cardiology
01.2015 - 01.2017
Administrative Assistant II
Children’s Heart Program
01.2013 - 01.2015
High School Diploma - undefined
Forest Park High School
Medical Assistant Certification -
Medix School
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