Laura Hendley
Summary
Compassionate New Patient Coordinator known for high productivity and efficient task completion. Possess specialized skills in patient scheduling, medical records management, and communication with healthcare teams. Excel in empathy, adaptability, and problem-solving to enhance patient experience and streamline office operations.
Overview
24
24
years of professional experience
22
22
years of post-secondary education
Work History
New Patient Coordinator/Checkout Assistant
McIver Urology
Orange Park, Florida
03.2026 - Current
- Coordinated patient referrals to specialists within urology department.
- Scheduled appointments and managed patient follow-up communications effectively.
- Maintained accurate patient records in electronic health record systems.
- Greeted and registered new patients for urology appointments.
- Collected patient information and verified insurance details efficiently.
- Maintained organized patient records in electronic health systems.
- Assisted patients with inquiries regarding services and procedures.
- Communicated effectively with healthcare providers to ensure smooth operations.
- Facilitated the completion of necessary forms for new patient intake.
- Monitored incoming calls routed through automated phone systems and transferred calls accordingly.
- Maintained a high level of customer service while interacting with both internal staff and external customers.
- Collaborated closely with clinical staff members to ensure that all necessary documents were obtained prior to treatment being rendered.
- Assisted in scheduling appointments for new patients, ensuring that all relevant information was collected and entered into the patient database accurately.
- Developed relationships with referring physicians and other health care providers to ensure the efficient flow of patient referrals.
- Responded promptly to telephone inquiries from potential new patients regarding services offered.
- Greeted new patients and provided them with necessary paperwork to complete prior to their appointment.
- Ensured that all documentation related to patient registration was completed accurately and in compliance with HIPAA regulations.
- Updated patient demographic information in accordance with changes made during each visit.
- Performed administrative tasks such as filing documents, entering data into the system, preparing letters or reports as requested by management team members.
- Answered questions regarding clinic policies or procedures in an informative manner.
- Served as a liaison between physicians, nurses, technicians and other medical personnel when coordinating appointments for specialty treatments.
- Provided detailed explanations of insurance coverage and payment options to new patients.
- Coordinated patient intake processes, including obtaining medical records from outside sources, verifying insurance eligibility, collecting co-pays and scheduling follow up visits as needed.
- Processed patient intake information and updated medical records prior to treatment.
- Scheduled evaluations and procedures for patients.
- Provided administrative support for patient care staff.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Demonstrated flexibility during changes to patient care practice.
- Compiled and maintained medical charts and reports in complex digital databases.
- Received and routed care team messages and documents to appropriate staff.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Coordinated patient referrals to specialists and other healthcare services.
Check Out
North Florida OB/GYN
Jacksonville Beach, Florida
04.2014 - 01.2019
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Phone Team Manager
Women’s Health Specialists
Jensen Beach, Florida
07.2008 - 05.2014
- Coordinated staff schedules to ensure optimal coverage and service delivery.
- Facilitated team meetings to discuss challenges and share solutions collaboratively.
- Motivated team members to consistently achieve or exceed performance expectations.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Set goals for performance and deadlines to comply with company plans and vision.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Analyzed business performance data to identify areas of strength and improve areas of weakness.
- Conducted root causes analysis to develop corrective action plans.
- Implemented process improvements aimed at increasing efficiency while reducing costs wherever possible.
- Initiated training sessions and coached employees to develop effective staff.
- Identified training needs, created a comprehensive onboarding program and conducted orientation sessions for new hires.
- Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Front Desk Receptionist
Chesapeake Women’s Care
Annapolis, Maryland
08.2002 - 03.2005
- Welcomed patients and visitors with a friendly demeanor.
- Managed multi-line phone system for scheduling and inquiries.
- Maintained patient records using electronic health record systems.
- Coordinated appointment scheduling for medical staff and patients.
- Assisted in processing insurance verification and authorizations.
- Provided administrative support to medical team as needed.
- Ensured waiting area remained organized and welcoming for guests.
- Communicated effectively with patients regarding office policies and procedures.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
Education
Associate of Applied Business - Business
Anne Arundel Community College
Arnold, MD 09.2000 - 03.2022
Skills
- Proficient in Allscripts/Availity/Va referrals and all insurance verification sites My career has been based in working high paced specialists offices Highly functional in situations that require quick problem solving
Timeline
New Patient Coordinator/Checkout Assistant
McIver Urology
03.2026 - Current
Check Out
North Florida OB/GYN
04.2014 - 01.2019
Phone Team Manager
Women’s Health Specialists
07.2008 - 05.2014
Front Desk Receptionist
Chesapeake Women’s Care
08.2002 - 03.2005
Associate of Applied Business - Business
Anne Arundel Community College
09.2000 - 03.2022