Magdalena Oldendorff-Canizal

Customer Service with Patent Care

• Enhanced patient satisfaction by managing sensitive patient information with strict adherence to HIPAA guidelines and entered patient information into system maintaining confidentiality and privacy at all times; Verified patient insurance eligibility.
• Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
• Streamlined patient admission processes, satisfaction by coordinating timely care and addressing individual needs for doctor offices and hospitals, thus maintaining overall individual patient customer service and Press Ganey satisfaction scores at 98-99% and ensuring future customer referrals

Oversaw over 40 employees across 5 states

• Oversaw the recruitment process of new personal to ensure the hiring of top talent in alignment with company objectives.
• Trained new staff on patient care coordination best practices, office procedures and protocols, enhancing team effectiveness and patient support. Enhanced employee productivity through weekly training sessions and constructive feedback.
• Directed training, promotions, and employee motivation to minimize turnover and maximize productivity. Motivated workers to exceptional performance through implementation of new strategies.
• Evaluated team performance weekly, providing guidance for continuous improvement and goal achievement. This helped our patient care coordinator team achieve their weekly patient chart audit metric of 95%.
• Trained new staff members on office procedures and protocols, ensuring consistency in patient medication and care delivery. Empowered team members by delegating responsibilities effectively based on individual strengths and skillsets.
• Growth of the company (aka what you contributed to the success of the company)
• Managed multiple projects simultaneously, ensuring timely completion and high-quality standards.
• Spearheaded regional sales efforts, cultivating strong client relationships that contributed to revenue growth over time. Partnered up with sales team to meet and hold meetings with hospital case managers, doctors offices and nursing agencies to ensure all had an understanding of the onboarding process for their patients,
• Covid Medically Home Project. From April 2020 – January 2021 I was the only supervisor and patient care coordinator who was on-call 24-7 who too on project to move patients from all California hospitals to a hospital at home setting in their own home to make room for more COVID patients in hospitals.
• Kaiser $128,000 one year old AR collection, over $100,00 was collected
• PrimeCare San Bernardino, PrimeCare San Diego, and Regal Medical Group missing authorization project. Over 90% of authorizations were obtained, and no write-offs were necessary.
• National patient care coordinator supervisor onboarding process and training schedule. In 2022 it was noticed new hires in west region were hitting goal, corporate trainers met with me in 2023 reviewed my training processes and followed two new hires in 2024 through their 6th week and watched their goals and metrics be met. I now train supervisors with onboarding and training plans.

Other

• Generated weekly reports detailing patient care coordinator metric and operational data.
• Recommended measures to improve production methods, equipment performance and team operation and productivity. Patient benefit verification accuracy’s goals hit weekly at 95%, patient benefit communication surveys 95% satisfaction monthly, patient data entry accuracy met 95% weekly, patient consent of care forms and financial obligation acknowledgement obtained forms goal hit above 95% weekly.

Leadership Skills

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Worked closely with personnel, customers, and contractors to provided exceptional customer service by addressing concerns, answering questions, and ensuring patient and referral source satisfaction with their care experience.