Madeline Arenas
New Castle,DE
Summary
Healthcare professional skilled in administrative coordination and patient management. Brings valuable experience in optimizing practice operations and implementing best practices. Known for strong team collaboration and achieving high-quality results, adaptable to changing needs. Proficient in scheduling, patient communication, and office management.
Overview
17
17
years of professional experience
Work History
Surgical Practice Coordinator-Otolaryngology
Nemours Children's Hospital
01.2024 - Current
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Optimize divisional OR block time utilization by providing daily management of the EPIC OpTime (OR) depot.
- Promptly and accurately facilitate the scheduling of surgical procedures at Nemours/A.I. duPont Hospital for Children, Nemours Ambulatory Surgical Centers and identified partner hospitals.
- Facilitate timely surgical scheduling to achieve the dual goals of providing excellent patient care and maximum utilization of OR block time allocation. Utilizing case length, clinical acuity (as identified by a member of the care team), physician/family and OR availability, identify the optimal surgical date.
- Make outbound calls to patient families for the purpose of scheduling surgical procedures. Communicate the full breadth of relevant information to parents/guardians, including family financial responsibility. Apply Nemours Standards of Behavior.
- Update the OpTime surgical case with required information, per standard work. Manage the surgical depot to ensure case inventory is at or below established metrics.
- Enter case information on surgeons’ Outlook calendars.
- Utilize Qlik reports to enhance and optimize management of the surgical depot.
- Provide daily oversight of divisional clinical schedules and EPIC templates.
- In collaboration with departmental/divisional leadership and divisional providers, develop, build, modify and maintain EPIC templates for assigned providers and specialty programs at all service sites.
- View and manage provider schedules. Complete steps within EPIC to set single day edits, unavailable times, hold times and clinic cancellations as required.
- Utilizing EPIC and Qlik reporting tools, assess template effectiveness through the lens of patient access for all appointment types, provider productivity and care center efficiency. Process template revisions as appropriate.
- Will require previous successful completion of the full breadth of the Strategy End User badge curriculum and achievement of a passing grade in the associated proctored exam prior to assuming the position. Demonstration of an ability to independently apply this knowledge. Provisions for new to Nemours associates will be made.
- Complete EPIC Revenue Cycle training. Acquire and maintain proficiency of knowledge in registration and scheduling.
- Schedule outpatient and telehealth appointments on an as needed basis.
- Collaborate with the Access Center in the communication of appointment changes/cancellations to patient families.
- Promptly and courteously handle telephone calls to/from internal and external customers including patients, referring physicians, insurance companies, etc. Triage urgent/non-urgent calls appropriately. Ensure service excellence in all encounters.
- Provide administrative support to divisional leaders and clinical providers, to include, but not limited to:
Hospital Billing Team Lead
HBCS
06.2018 - 01.2024
- Conducted regular performance reviews for team members, providing constructive feedback and identifying areas for improvement.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Manage a high volume of inbound and outbound calls from patients.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Maintain up to date knowledge od coding guidelines and regulations and keep abreast of any changes.
- Developed comprehensive training materials for new hires, expediting the onboarding process and ensuring consistent performance standards.
- Reduced billing errors, leading to decrease in customer complaints, by conducting regular audits of billing data.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Verified Insurance and got pre authorization for our patients prior to surgery and other procedures.
RPS Team Lead
Bank of Aamerica
06.2012 - 03.2017
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
Office Manager
Delaware Behavioral Health
09.2007 - 03.2012
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Associate of Arts - Business Administration And Management
JPU Manolito Aguiar
Habana,Cuba07-2000
Skills
- HIPAA compliance
- Office administration
- Patient scheduling
- Insurance verification
- Medical terminology
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Active listening
- Effective communication
- Patient safety
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
Timeline
Surgical Practice Coordinator-Otolaryngology
Nemours Children's Hospital
01.2024 - Current
Hospital Billing Team Lead
HBCS
06.2018 - 01.2024
RPS Team Lead
Bank of Aamerica
06.2012 - 03.2017
Office Manager
Delaware Behavioral Health
09.2007 - 03.2012
Associate of Arts - Business Administration And Management
JPU Manolito Aguiar
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