Kimberly Palacios-Mondragon

• Reviews referrals for completion and follows up for additional information if necessary
• Contacts physician offices and patients as needed to obtain demographic information or related data
• Initiates and manages clinical referrals for pre-authorization
• Manages faxes and uploads medical records

• Manage patient intake process, verify demographics, and update medical records in compliance with HIPAA regulations

• Schedule patient appointments, coordinate follow-ups, and handle cancellations/reschedules efficiently

• Collaborate with providers and nursing staff to maintain smooth clinic operations

• Process insurance information, collect co-pays, and assist patients with billing questions

• Maintain front desk organization, ensuring accuracy in forms, referrals, and documentation.

• Provided exemplary customer service in a high-volume contact center supporting multiple specialties

• Accurately scheduled appointments across clinics while managing complex provider schedules

• Communicated critical clinical instructions, pre-visit preparations, and referral requirements

• Handled patient concerns, escalated urgent issues to clinical teams, and ensured continuity of care

• Supported daily clinic operations by assisting patients with check-in, check-out, and general inquiries

• Verified insurance coverage, processed authorizations, and collected payments to ensure financial accuracy

• Scheduled diagnostic testing, specialty referrals, and follow-up visits based on provider recommendations

• Addressed patient complaints with professionalism, escalating when necessary to maintain patient satisfaction

• Ensured compliance with organizational policies, HIPAA guidelines, and customer service standards.

• Entered patient information, insurance, demographics and health history into EMR system. Managed referrals from hospitals and other clinics
• Delivered high-quality customer service to sustain patient and work flows, answered multi line phone system and directed callers to requested personnel.
• Created and sent messages to Triage nurses.
• Scheduled and confirmed patient appointments which included follow-ups, pre ops, and biopsies.