Katherine Alcantara
Haines City
Summary
Professional administrative specialist prepared for role requiring exceptional organizational and interpersonal skills. Background includes managing high-traffic reception areas, coordinating schedules, and providing top-notch customer service. Known for strong teamwork and adaptability, ensuring seamless operations and positive client interactions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist
Advent Health Celebration
01.2024 - Current
- Managed front desk operations, ensuring seamless visitor check-in and appointment scheduling.
- Provided exceptional customer service through effective communication and problem resolution.
- Coordinated office logistics, including mail distribution and supply inventory management.
- Assisted in developing and implementing office policies to enhance operational efficiency.
- Trained new staff on front desk procedures, fostering a collaborative work environment.
- Maintained accurate records of appointments and communications using scheduling software.
- Oversaw daily administrative tasks, supporting overall organizational objectives and team productivity.
- Scheduled, coordinated and confirmed appointments and meetings.
- Maintained electronic health records with precision, ensuring compliance with privacy regulations.
- Assisted in insurance verification and patient billing inquiries, enhancing financial accuracy.
- Trained new staff on office procedures and software systems to ensure smooth transitions.
- Checked patient insurance, demographic, and health history to keep information current.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Increased accuracy in data entry tasks by regularly updating patient demographics and insurance information.
Security Dispatcher
AdventHealth Celebration
12.2023 - 07.2024
- Coordinate emergency responses by managing communication between security personnel, healthcare teams, and emergency services in both emergency and non-emergency situations.
- Brief security teams at the beginning of each shift, ensuring they are informed of developments, security concerns, and any potential risks to public or patient safety.
- Respond to calls and dispatch security officers to appropriate locations, providing assistance in emergency situations (e.g., medical emergencies, fire alarms, and security breaches) and non-emergency requests.
- Investigate and document safety hazards, incidents, and any criminal activities, ensuring that all occurrences are accurately logged and reported in a timely manner.
- Patrolled designated areas to ensure the protection of the public, patients, employees, and hospital property, ensuring a safe and secure environment.
- Maintain professional and respectful relationships with patients, doctors, nurses, visitors, and family members, de-escalating situations where necessary and ensuring positive interactions.
- Actively participate in and promote outstanding customer service, addressing security concerns promptly and ensuring a high standard of service.
- Utilize security systems and technology to monitor activity, track incidents, and assist with emergency situations.
- Provide general information to patients, visitors, and callers regarding hospital services, directions, and policies.
- Assist with patient information requests, directing family members and visitors to the appropriate departments or personnel.
- Quickly and efficiently communicate emergency alerts and codes to hospital personnel as needed (e.g., Code Blue, Code Red).
- Ensure proper communication protocols are followed during emergencies to ensure a swift response from the appropriate teams.
Customer care Representative II
ElevanceHealth
01.2022 - 01.2023
- Ensure patients are informed of health policies and safety protocols, including preparation for surgery or other treatments.
- Provide patients with pre-procedure instructions and follow-up care instructions.
- Develop and maintain positive relationships with patients, ensuring a high level of customer satisfaction.
- Perform general administrative tasks such as filing, faxing, scanning, and maintaining organized records.
- Support the office team with any other clerical duties as needed to ensure smooth operations.
- Address and resolve any issues or concerns patients may have about their care, appointment scheduling, or insurance.
- Supported revenue cycle processes, including billing inquiries and payments, while adhering to healthcare billing regulations.
- Worked closely with billing, claims, and provider relations departments to resolve issues and deliver seamless service.
- Scheduled appointments, processed insurance claims, and ensured accurate patient billing.
Lead Dispatch Operator
Miami-Dade Express Authority
01.2017 - 01.2021
- Managed communication between first responders, the public, and traffic management during emergencies and incidents.
- Coordinated dispatch of road rangers, monitored traffic data, and ensured timely incident response while maintaining accurate reports.
- Briefed response teams at the beginning of each shift to ensure they were informed of active situations and safety concerns.
- Documented incidents, provided situational updates, and communicated with external agencies to ensure effective coordination and resolution.
- Acted as Shift Supervisor, making critical decisions to ensure operational continuity during high-pressure events.
Medical Records Coordinator
Baptist Hospital South Florida
01.2011 - 01.2017
- Managed the secure retrieval, processing, and distribution of patient medical records in compliance with HIPAA regulations.
- Assisted in coordinating patient care by ensuring timely access to medical records for healthcare providers and patients.
- Documented safety hazards and incidents related to patient records and coordinated with appropriate departments to address concerns.
- Maintained confidentiality while ensuring that all documentation met legal and regulatory requirements.
Front Desk Concierge
Doctors Hospital
01.2009 - 01.2011
- Greeted patients, visitors, and staff while maintaining a welcoming and professional atmosphere.
- Managed patient check-ins, scheduled appointments, and provided information about hospital services.
- Coordinated with security to ensure the safety of the premises and assisted with handling security-related incidents.
- Ensured HIPAA compliance in all interactions, maintaining confidentiality and professionalism when dealing with sensitive information.
- Provided assistance and de-escalated situations involving visitors or patients, ensuring a calm and secure environment.
Education
Associate Degree in Nursing - Nursing
Keiser University
Lakeland, FL01-2029
School Diploma - undefined
Felix Varela Senior High School
05.2006
Skills
- Emergency Response Coordination & Dispatching
- Security Incident Documentation & Reporting
- Multi-line Phone Systems & Radio Communication
- Monitoring Designated Areas
- Security Protocols & Safety Hazards Investigation
- Crisis Management & Conflict Resolution
- Customer Service & Public Relations
- HIPAA Compliance & Confidentiality
- Knowledge of Insurance and billing practices
- Bilingual (English/Spanish)
- Medical Terminology and healthcare processes
- Patient Scheduling proficiency with Electronic Health Records (EHR)
Certification
- HIPAA Compliance Training
- CPR Certification
Languages
English: Fluent (Written & Verbal)
Spanish: Fluent (Written & Verbal)
Timeline
Front Desk Receptionist
Advent Health Celebration
01.2024 - Current
Security Dispatcher
AdventHealth Celebration
12.2023 - 07.2024
Customer care Representative II
ElevanceHealth
01.2022 - 01.2023
Lead Dispatch Operator
Miami-Dade Express Authority
01.2017 - 01.2021
Medical Records Coordinator
Baptist Hospital South Florida
01.2011 - 01.2017
Front Desk Concierge
Doctors Hospital
01.2009 - 01.2011
School Diploma - undefined
Felix Varela Senior High School
Associate Degree in Nursing - Nursing
Keiser University
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