Makayla Santo
Highland,MI
Summary
Highly analytical and effective communicator with exceptional teamwork skills and a proven ability to adapt quickly to new environments. Eagerness to contribute to team success and further develop professional skills to excel in any role undertaken. Positive attitude and unwavering commitment to continuous learning and growth, poised to make a significant impact in the workplace.
Overview
11
11
years of professional experience
Work History
Medical Receptionist
Gago Center For Fertility
06.2022 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Maintained current and accurate medical records for patients.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Supported office staff and operational requirements with administrative tasks.
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Conducted patient intake interviews, recording and documenting relevant information.
Surgery Scheduler
Surgery Scheduling
12.2017 - 05.2022
- Expertly managed planning, scheduling, and coordination of outpatient procedures
- Verified insurance coverage and obtained pre-authorizations
- Educated patients about surgeries and provided treatment plan documentation
- Reviewed medical histories and current information to provide accurate information to surgeons
- Received, recorded, and addressed incoming and outgoing communication via telephone and email
- Answered telephone calls to offer office information, answer questions and direct calls to staff
- Confirmed appointments, communicated with clients, and updated client records
- Answered central telephone system and directed calls accordingly
- Managed multiple tasks and met time-sensitive deadlines
- Resolved customer problems and complaints
- Coordinated patient scheduling, check-in, check-out, and payments for billing
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability
- Used computer programs and registration systems to schedule patients for routine and complex procedures
- Confirmed and documented medical procedures correctly using ICD-10
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on day of their procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
Customer Service Manager
Customer Service Manager/Department Manager
11.2016 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Leveraged sales expertise to promote products and capitalized on upsell opportunities
- Recommended products to customers, thoroughly explaining details
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions
- Cross-trained and provided back up for customer service managers
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
- Trained new personnel regarding company operations, policies, and services
Nursing Assistant
Nursing Assistant
05.2016 - 11.2016
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Participated in fun group activities with patients to boost mood, improve overall memory and provide light entertainment
- Checked patient vitals such as temperature, blood pressure
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
Sales Associate
Meijer
01.2014 - 07.2014
- Engaged with customers to effectively build rapport and lasting relationships
- Helped customers locate products and checked store system for merchandise at other sites
- Prepared merchandise for sales floor by pricing or tagging
- Prepared large cash deposits with zero discrepancies
Education
No degree - music education
Alma College
Alma, MI No degree - massage therapy
Baker College of Owosso
Owosso MI CNA—Certified -
Warren Health Academy
Waterdford, MI High School diploma -
Holly High School
Holly, MI01.2013
Skills
- Equipment Troubleshooting and Maintenance
- Verbal and Written Communication
- Time Management
- Customer Service
- Appointment Scheduling
- Detail-Oriented
- CPT Coding
- EHR Software
- HIPAA Compliance
- Medical Terminology
- Telephone Etiquette
- Front Desk Operations
Timeline
Medical Receptionist
Gago Center For Fertility
06.2022 - Current
Surgery Scheduler
Surgery Scheduling
12.2017 - 05.2022
Customer Service Manager
Customer Service Manager/Department Manager
11.2016 - 12.2017
Nursing Assistant
Nursing Assistant
05.2016 - 11.2016
Sales Associate
Meijer
01.2014 - 07.2014
No degree - music education
Alma College
No degree - massage therapy
Baker College of Owosso
CNA—Certified -
Warren Health Academy
High School diploma -
Holly High School
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