Karla Serrano
San Rafael,CA
Summary
Proven leader in clinical operations with expertise in HIPAA compliance, patient care coordination, and billing management, referral and procedure authorizations. Enhanced appointment efficiency and patient satisfaction through streamlined processes.
Overview
28
28
years of professional experience
Work History
Lead Medical Assistant
Marin Health Primary Care Novato
Novato, CA
12.2024 - Current
- Supervised daily operations of medical assistant team, ensuring efficient workflow and patient care standards.
- Developed and enforced protocols for infection control, resulting in increased compliance with health regulations.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Ensured patient satisfaction by promptly addressing concerns, answering questions, and providing exceptional customer service.
- Managed insurance authorizations for medications, diagnostic tests, or procedures to facilitate timely access to necessary treatments for patients.
- Ensured timely follow-up care by contacting patients with test results and coordinating necessary appointments for further evaluation or treatment.
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
- Documented patient information in EMR and prepared paperwork for medical staff.
- Coordinated referrals to specialists and provided comprehensive support throughout the entire referral process for seamless patient care transitions.
- Performed medical records management, including filing, organizing and scanning documents.
- Completed EKGs and other tests based on patient presentation in office.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
Practice Manager
Marin Health Primary Care Novato
Novato, CA
12.2017 - Current
- Streamlined practice operations, enhancing patient flow and reducing wait times.
- Analyzed operational metrics to identify areas for improvement, driving strategic initiatives that enhanced service quality.
- Facilitated regular staff meetings to address challenges and promote a culture of continuous improvement within the practice.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Supervised team of 13 office personnel.
- Managed all aspects of billing and coding, reducing errors and improving reimbursement rates.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
Lead Medical Assistant
Dr James Timothy Murphy
Novato, CA
05.2002 - 12.2017
- Mentored junior medical assistants, providing training on clinical procedures and patient interaction best practices.
- Assisted in various medical procedures such as vaccinations, wound care, and diagnostic testing for efficient patient care delivery.
- Improved patient outcomes by closely monitoring vital signs, accurately documenting findings, and promptly reporting any abnormalities to supervising clinicians.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected co-payments from patients for visits and completed daily cash deposits to secure funds.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Completed EKGs and other tests based on patient presentation in office.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
Medical Assistant
Marin Community Clinic
Greenbrae, CA
01.1998 - 04.2002
- Assisted healthcare providers with patient examinations and clinical procedures.
- Educated patients on treatment plans, medications, and preventive care practices.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Prepared lab specimens for diagnostic evaluation.
- Collected and documented patient medical information such as blood pressure and weight.
- Completed EKGs and other tests based on patient presentation in office.
Education
Medical Assistant
College of Marin
Novato, CA05-1998
Skills
- HIPAA compliance
- Clinical leadership
- Insurance verification and billing
- Scheduling and appointment management
- Vital signs monitoring
- Staff oversight
- Medical office administration
- Professionalism and ethics
- Conflict resolution techniques
- Inventory and supply management
- Medical terminology proficiency
- Clinical flow management
- Electronic health records management
- Infection control procedures
- EMR / EHR
- CPR
- Insurance verification
- Fluent in spanish
- Medical billing and coding
- Insurance authorizations for referrals and procedures
Timeline
Lead Medical Assistant
Marin Health Primary Care Novato
12.2024 - Current
Practice Manager
Marin Health Primary Care Novato
12.2017 - Current
Lead Medical Assistant
Dr James Timothy Murphy
05.2002 - 12.2017
Medical Assistant
Marin Community Clinic
01.1998 - 04.2002
Medical Assistant
College of Marin