LIZETTE ZAPATA
McAllen
Summary
I am an accomplished professional with proven track record of successfully managing office operations and providing exceptional customer service to clients, patients and vendors. Experienced in implementing office procedures, leading staff, and managing budgets. Committed to utilizing strong organizational, interpersonal and communication skills to ensure efficient operational processes. I am open to new opportunities and growth where I can utilize my skills and contribute to your success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Pracitce Manager
South Texas Health System Clinics - Family Medicin
McAllen
12.2023 - Current
- Management of all practice activities, including patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, cash posting, clinic certifications and licenses, required education, inventory, and resource utilization.
- Ensure smooth, accurate, efficient, safe, high-quality, compliant, productive operations of assigned medical practices in accordance with state, federal, and local regulations and requirements.
- Develop, implement and maintain office policies and procedures. Uphold IPM and UHS policies, goals, and standards.
- Facilitate consistent and productive formal and informal communication and practice rounding with all practice personnel, including providers.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Implemented policies and procedures related to patient care delivery in accordance with organizational standards.
- Facilitated implementation of new technology systems into existing workflows in order to improve operational efficiency.
- Assessed medical office operations, identified areas of improvement, and developed plans for corrective action.
- Provided support during audits by gathering requested documents as well as answering questions from auditors.
- Ensured compliance with relevant state laws governing healthcare practices.
- Monitored compliance with HIPAA regulations concerning patient privacy rights.
- Coordinated staff recruitment, training, and scheduling activities.
- Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
- Analyzed data from various sources to identify trends or opportunities for improvement within the practice.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
- Provided leadership and guidance to the medical team in order to meet goals and objectives.
- Developed and implemented new patient registration processes to streamline workflow.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Performed administrative tasks such as creating budgets and forecasts, preparing invoices and contracts, ordering supplies and equipment.
- Mentored and coached interns and newly hired team members on office procedures and computer systems.
- Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
- Complied with OSHA and HIPAA regulations.
- Consulted with clinicians to develop business strategy.
- Ordered supplies needed and kept tabs on inventory levels.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Motivated staff by offering direction and providing constructive feedback.
- Oversaw assistants, technicians, and office administrators, offering mentoring and coaching in tasks.
- Communicated with patients with compassion while keeping medical information private.
- Assisted with development of regulatory compliance systems.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Recruited, hired and trained new medical and facility staff.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
Practice Manager
Oral & Craniofacial Center
Edinburg
02.2002 - 10.2023
- Responsible for Medical Billing, obtaining authorizations, and posting payments.
- Responsible for Dental Billing, obtaining authorizations, and posting payments.
- Personal assistant to Surgeon
- "Floater" - would jump into positions when needed, ex. front desk, surgical assistant, sterilization.
- Coordinate and plan Continuing Education meetings locally, nationwide, overseas and remotely.
- Coordinate and plan state wide charity event
- Trained new employees on company policies and procedures.
- Prepared presentations for monthly staff meetings and administration meetings.
- Coordinated travel arrangements for business trips for surgeon and staff as needed.
- Researched new vendors for cost savings initiatives while maintaining quality standards.
- Supervised administrative staff, driving front office operations and continuous workflow.
- Resolved patient inquiries and complaints with timeliness and professionalism.
- Implemented office procedures, creating streamlined processes.
- Responded to patient, vendor, referring doctor inquiries via phone or email in a professional manner.
- Assisted in developing budgets for departmental expenses.
- Developed effective communication strategies between departments within the organization.
- Coordinated with vendors to purchase necessary supplies in a timely manner.
- Created and maintained electronic record filing systems to ensure accurate record keeping.
- Purchased office supplies and equipment to replenish inventory.
- Resolved conflicts between staff members through mediation or other methods.
- Developed and implemented office procedures to improve efficiency.
- Delivered quality customer service to staff and patients.
- Led meetings, keeping staff informed of changes or new requirements in policies and procedures.
- Ensured compliance with all applicable laws, regulations, policies and procedures.
- Leveraged multi-line phone system to answer and transfer calls to staff members.
- Optimized office policies, meeting internal needs while upholding organizational standards.
- Reviewed financial statements and ledgers, working with accounting staff to clear discrepancies.
- Utilized excellent organizational skills to prioritize tasks effectively.
- Developed and implemented office policies and procedures.
- Developed and monitored office budgets and processed payroll.
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
- Maintained confidential records relating to personnel matters.
- Trained and onboarded new office staff members.
- Fostered relationships with vendors to expedite orders, repairs and maintenance.
- Prepared reports summarizing operational activities for upper management review.
- Ensured compliance with applicable laws regarding employment practices.
- Acted as point person for office equipment setup and end-user training and support.
- Established relationships with external partners to facilitate business operations.
Education
High School Diploma -
James Nikki Rowe High School
McAllen, Texas06-1999
Skills
- Written Communication
- Workflow Planning
- Senior Leadership Support
- Information Protection
- Policy and Procedure Modification
- Database Administration
- Travel Coordination
- Banking Operations
- Mail Handling
- Credit and Collections
- Customer Relations
- Project Management
- Business Administration
- Report Writing
- Account Reconciliation
- Office Supplies and Inventory
- Regulatory Compliance
- Administrative Oversight
- Human Resources
- Performance Improvement
- Microsoft Office
- Strategic planning
- Workflow Optimization
- Client Correspondence
- Organizational Skills
- Office Management Software
- Event Coordination
- Coaching and Training
- Training and Development
- Report Preparation
- Excellent Multitasking Abilities
- Clerical Support
- Policy Implementation
- Volunteer Relations
- Calendar Management
- Staff Training
- Billing and Invoicing
- Report Preparation and Analysis
- Hotel Accommodations
- Email Correspondence
- Enforce Policies
- Account and Ledger Reconciliations
- Advanced Arrangements
- Deposit Collection
- Customer Service Management
- Meeting Coordination and Support
- Monthly Closings
- Handling Complaints
- Evaluate Performance
- Travel Arrangement Management
- Licensing Requirements
- Patient scheduling
- Medical billing
- Regulatory compliance
- Office management
- Data analysis
- Customer service
- Staff training
- Financial management
- Policy development
- Inventory management
- Process improvement
- Team leadership
- Conflict resolution
- Communication strategies
- Audit support
- Staff development
- Managing medical practices
- Resource utilization
- Workflow management
- Budget oversight
- Hiring medical personnel
- HIPAA and OSHA regulations
- Workflow planning
- Budgeting expertise
- Strategic business planning
- Staff management
- Practice management
- Policy and procedure development
- Documentation
- Continuous improvement
- Policy implementation
- Supplies ordering
- Medical personnel recruitment
- New hire training
- Employee operations
- Workflow efficiency
- Schedule management
- Employee performance evaluations
- Employee retention strategies
- Interpersonal communication
- Operational efficiency
- Quality assurance
- Regulatory requirements
- Risk management
- Decision-making
- Communication
- Organizational skills
- Task prioritization
- Professional networking
- Set objectives
Certification
- AAOMS Coding Certificate Program
- Registered Dental Assistant
Languages
English - Fluent, Spanish - Bilingual
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Pracitce Manager
South Texas Health System Clinics - Family Medicin
12.2023 - Current
Practice Manager
Oral & Craniofacial Center
02.2002 - 10.2023
High School Diploma -
James Nikki Rowe High School