Marcella Charboneau
Goodyear ,AZ
Summary
Dynamic Patient Care Coordinator with a proven track record at Princess Dental, enhancing patient satisfaction through effective appointment scheduling and exceptional customer service. Skilled in HIPAA compliance and patient records management, I implemented process improvements that reduced administrative errors, fostering a seamless healthcare experience and ensuring optimal patient care.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
Princess Dental
Glendale, AZ
03.2020 - 04.2026
- Coordinated patient appointments, ensuring optimal scheduling and minimal wait times.
- Managed patient records using electronic health record (EHR) systems to maintain accuracy and compliance.
- Communicated with patients regarding treatment plans and insurance information to enhance understanding and satisfaction.
- Facilitated effective communication between dental staff and patients to streamline operations and improve service delivery.
- Assisted in developing patient education materials, promoting oral health awareness within the community.
- Implemented process improvements that reduced administrative errors and increased office efficiency.
- Trained new staff on patient management systems, enhancing team performance and service quality.
- Led initiatives to gather patient feedback, driving enhancements in care delivery based on insights obtained.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Collaborated with interdisciplinary teams to create seamless transitions between various stages of treatment plans, enhancing continuity of care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Implemented a more efficient system for managing medical records, resulting in faster access to crucial information during patient visits.
- Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Assisted in the development of care plans tailored to individual patient needs, improving overall health outcomes.
- Managed patient records with strict adherence to confidentiality and accuracy standards.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Established partnerships with local healthcare providers, expanding options and resources for patient referrals.
- Developed patient education materials, empowering individuals with knowledge about their conditions and care options.
- Streamlined patient admission processes, reducing wait times and improving overall efficiency.
- Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.
- Analyzed patient satisfaction surveys to identify areas for improvement and implement changes.
- Coordinated discharge planning, ensuring smooth transitions to home care or rehabilitation facilities.
- Improved patient care outcomes with meticulous follow-up on treatment plans and medications.
- Monitored patient progress and adjusted care plans as necessary, contributing to improved health outcomes.
- Facilitated communication between patients and healthcare teams, ensuring clarity and understanding of treatment options.
- Ensured compliance with healthcare regulations and patient privacy laws, maintaining safe and confidential environment.
- Advocated for patients' rights and needs, ensuring their voices were heard in care decisions.
- Collaborated with interdisciplinary teams to develop comprehensive care plans tailored to individual patient needs.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Optimized resource allocation, ensuring that necessary medical supplies were always available for patient care.
- Negotiated with insurance companies to secure coverage for necessary treatments, alleviating financial burdens for patients.
- Organized community health events, raising awareness about preventative care and healthy lifestyle choices.
- Implemented patient feedback mechanisms, leading to service enhancements and increased patient satisfaction.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
Patient Care Representative
Dental Depot
Glendale
02.2016 - 2020
- Assisted patients with scheduling appointments and managing inquiries.
- Provided accurate information regarding dental services and insurance options.
- Facilitated patient check-in and check-out processes to ensure efficiency.
- Maintained organized patient records in electronic health systems.
- Collaborated with dental staff to enhance patient experience and satisfaction.
- Educated patients on post-treatment care and follow-up procedures.
- Addressed patient concerns promptly, fostering a welcoming environment.
- Supported billing processes by verifying insurance coverage and payment methods.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Enhanced communication between patients, families, and healthcare providers through clear explanations of treatment plans and procedures.
- Maintained accurate patient records to support effective diagnoses and proper treatments for each individual case.
- Assisted medical professionals with various tasks to ensure smooth operation of the clinic and provide optimal patient care.
- Scheduled approximately Number patients per week and made reminder calls.
- Built strong relationships with patients and their families, fostering trust and confidence in the care provided by the facility.
- Continuously updated professional knowledge through participation in industry seminars, workshops, conferences, or training sessions to stay informed about advancements in healthcare practices or policies relevant to the role as a Patient Care Representative.
- Facilitated smooth transitions between departments by coordinating appointments and sharing relevant documentation with other healthcare professionals as needed.
- Handled prescription refill requests.
- Improved patient satisfaction by providing timely and efficient care, addressing individual needs, and ensuring comfort throughout treatment.
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Exceeded service quality standards set forth by regulatory bodies by consistently performing tasks with the utmost professionalism and attention to detail.
Education
Associate of Science - Health Administration
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZ05.2022
Skills
- Critical thinking skills
- HIPAA compliance
- Appointment scheduling
- Organizational skills
- Customer service
- Patient relations
- Attention to detail
- Insurance verification
- Patient care
- Patient confidentiality
- Patient care coordination
- Verbal and written communication
- Scheduling
- Medical terminology
- Patient education
- Patient records management
- Patient documentation
- Goal setting
- Follow-up care
- Patient registration
- Documentation
- Patient safety
- Filing and recordkeeping
Languages
Spanish
Limited Working
Timeline
Patient Care Coordinator
Princess Dental
03.2020 - 04.2026
Patient Care Representative
Dental Depot
02.2016 - 2020
Associate of Science - Health Administration
Maricopa Community Colleges, Estrella Mountain Community College