Matavaileuluaipouomalo Tooala
Puyallup
Summary
Results-driven Patient Service Coordinator skilled in optimizing clinic operations and improving patient experiences. Focused on effective communication, process improvements, and meticulous recordkeeping to support healthcare providers in delivering high-quality service.
Overview
16
16
years of professional experience
Work History
Patient Service Coordinator
Healthpoint
Federal Way
03.2026 - Current
- Managed patient scheduling and appointment confirmations for efficient clinic operations.
- Coordinated communication between patients, physicians, and staff to enhance service delivery.
- Processed patient intake forms and verified insurance information for accurate records.
- Assisted in resolving patient inquiries and concerns to improve satisfaction levels.
- Maintained electronic health records and ensured compliance with privacy regulations.
- Collaborated with medical staff to streamline workflows and improve patient experiences.
- Trained new employees on office procedures and software systems for seamless integration.
- Developed educational materials for patients regarding services and health resources available.
- Answered telephone calls to schedule appointments and answer patient questions.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
- Resolved customer service issues in a timely manner according to established policies.
- Assisted with filing insurance claims on behalf of patients.
- Maintained accurate documentation of patient visits and follow-up care plans.
- Coordinated the release of medical records to third parties upon request.
- Adhered to HIPAA regulations when handling confidential patient information.
- Processed referrals for specialty care services as needed.
- Updated patient demographic information as needed in EHR system.
- Organized and maintained patient charts with proper classification and filing systems.
- Monitored inventory levels of office supplies and placed orders when necessary.
- Scheduled laboratory tests or diagnostic imaging studies as directed by physicians.
- Assisted with scheduling appointments for patients.
- Managed the flow of incoming calls from patients and other healthcare providers.
Patient Service Supervisor
Healthpoint
Federal Way
07.2025 - 02.2026
- Supervised patient scheduling and appointment coordination for effective service delivery.
- Trained and mentored staff on best practices in patient care and customer service.
- Managed patient inquiries and concerns, ensuring prompt resolution and support.
- Implemented process improvements to enhance workflow efficiency in the department.
- Collaborated with healthcare professionals to streamline communication and service provision.
- Developed training materials for new hires to support onboarding processes effectively.
- Facilitated team meetings to discuss operational challenges and develop solutions collaboratively.
- Resolved customer complaints in a timely manner while maintaining positive relationships with customers.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
- Organized and maintained patient charts with proper classification and filing systems.
- Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Oversaw patient registrations by collecting information, verifying benefits, and submitting paperwork.
- Provided oversight of front desk operations such as scheduling appointments, registering new patients, collecting payments.
- Monitored patient satisfaction surveys, identified areas for improvement, and developed plans for implementation.
- Coordinated with healthcare providers to ensure quality care for patients.
- Developed strategies to improve overall customer satisfaction levels.
- Evaluated staffing needs based on projected volumes of patients and managed personnel accordingly.
- Performed regular audits of patient records to identify trends or areas needing improvement in care delivery processes.
- Supervised daily operations within the Patient Services Department ensuring adherence to organizational standards.
- Developed strategies for improving customer service levels across the organization.
- Participated in meetings with department heads regarding changes in policies or procedures affecting patient care.
- Conducted interviews with prospective employees for positions within the Patient Services Department.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Directed, supervised and evaluated medical, clerical or maintenance personnel.
Patient Service Coordinator
Healthpoint
Federal Way
02.2024 - 06.2025
- Managed patient scheduling and appointment confirmations for efficient clinic operations.
- Coordinated communication between patients, physicians, and staff to enhance service delivery.
- Processed patient intake forms and verified insurance information for accurate records.
- Assisted in resolving patient inquiries and concerns to improve satisfaction levels.
- Collaborated with medical staff to streamline workflows and improve patient experiences.
- Trained new employees on office procedures and software systems for seamless integration.
- Resolved customer service issues in a timely manner according to established policies.
- Assisted with filing insurance claims on behalf of patients.
- Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
- Organized and maintained patient charts with proper classification and filing systems.
- Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
- Verified demographics and insurance information to register patients in computer system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
Front Office
Health point
Federal Way
07.2022 - 01.2023
- Performs diabetic eye exam on patient when healthcare staff are short in number.
- Welcomes and greets all patients and visitors, in person and/or over the phone.
- Update personal information (phone, address, etc.), update insurance or Purchased/Referred Care (formally known as Contract Health Services)
- Eligibility status and input information in the Health Electronic Software system for every visit
- Answers the phone while maintaining a polite, consistent phone manner using proper telephone etiquette.
- Responsible for keeping the reception area clean and organized.
- Registers new patients and updates existing patient demographics by collecting detailed patient information including personal and financial information
- Facilitates patient flow by notifying the provider of patients' arrival, being aware of delays, and communicating with patients and clinical staff
- Responds to inquiries by patients, prospective patients, and visitors in a courteous manner
- Protects patient confidentiality, making sure protected health information is secured by not leaving Public Health Information in plain sight and logging off the computer before leaving it unattended.
- Check answer machine in the morning, and after lunch.
- Change phone message to reflect meetings, holiday, and Clinical Closures
- Update schedule in Electronic Health Record
- Patients presenting at the Clinic are the first Priority.
- If time allows, fax prescriptions, file, copy records or help out where needed.
- Responsible for entry of medical clinic expenditures into the electronic purchase order system.
- Because of the Tribe's commitment to community service and the well-being of its members, each employee may be expected to perform a wide range of office and field duties from time to time. Such Duties may or may not be related to their regular responsibilities.
- Utilized various software and tools to streamline processes and optimize performance.
Driver
Medstar Cabulance
Bothol
02.2022 - 06.2022
- Establish transparent communication with dispatch.
- Utilize a smartphone fully.
- Complete Pre-Trip and Post-Trip inspections and maintain vehicle cleanliness.
- Helps patient in and out of vehicle after the trip.
- Transport clients using a company vehicle safely and securely.
- Potentially do rotational on-call trips.
- Perform any other duties as assigned.
Tester
Center for COVID control
Bellevue
11.2021 - 01.2022
- Maintain personal PPE and sanitization at all times.
- Maintain sanitization of workstation at all times.
- Conduct PCR testing in a professional and efficient fashion.
- Maintain adequate stock of all supplies and notify supervisor of any replenishment needs. (Note that some items may have a long lead time, so it is critical to maintain stocks).
- Provide exceptional customer service and courtesy to those being tested.
- Provide data and information to management regarding the conduct of operations, testing processes or other related matters.
- Perform nasal swab COVID-19 testing and wellness screening (through temperature checks and a questionnaire)
- Coordinate documentation (electronic/paper)
- Specimen collection
- Interact with staff and the individual getting tested
- Detail oriented in quality and accuracy.
Teacher's Aide
Department of Education
American Samoa
09.2020 - 06.2021
- Assists special education teaching staff of public or private schools, institutions, or other specialized facilities in the education and social development of students who have learning, mental, emotional, and/or physical disabilities.
- Helps teachers in general daily classroom activities and in the creation and implementation of Individual Education Plans and other class materials for the students.
- Works with special needs students to help them achieve academic success; monitors their progress; and cares for their physical, emotional health and safety, affirming their abilities, and striving to promote dignity in all relationships.
- Follows curriculum plan and distributes teaching materials to students.
Teacher Assistant
Samoana High School
American Samoa
09.2020 - 06.2021
- Working with the lead teacher to monitor the class schedule.
- Assisting teachers with lesson preparation by getting materials ready and setting up equipment
- Revising lesson material with students individually or in small groups.
- Ensuring the classroom environment is safe and clean.
- Overseeing students during non-classroom times including in-between classes, during lunch, and on-field excursions.
- Collaborating with lead teachers to recognize issues students are facing and recommend solutions.
- Documenting student progress and communicating with parents to keep them informed.
- Helping lead teachers to create lesson plans.
- Complying with state, school, and class rules and regulations.
- Attending all training classes, parent conferences, and faculty meetings.
Enumerator
2020 Census of American Samoa
01.2020 - 08.2020
- Explain the objectives of surveys and their procedures to people who are to be interviewed.
- Interpret interview questions to assist people in understanding them and providing eloquent answers.
- Assist people in filling out survey forms and explain items on survey forms.
- Double-check information on survey forms or information pads to ensure the accuracy of information.
- Identify and report any issues that may arise while attempting to obtain valid data.
- Compile, record, and code information derived from specified forms into a predefined database.
- Ensure that the supervisor is kept informed of completed assignments and progress.
- Analyze the authenticity of the information provided by ensuring direct contact with each family member within a family.
- Visiting citizens at their homes to conduct interviews and collect demographic data.
- Creating survey sheets or working on predefined surveys to gather census information.
- Conducting extensive and thorough visual surveys of areas covered during the census procedure.
Customer Service
American Samoa Morris Scanlan Inc.
11.2016 - 12.2017
- Also acted as a cashier
- Greet customers.
- Provide samples.
- Scoop ice cream and toppings to fill customer orders.
- Assist on the register.
- Restock ice cream flavors in display tubs.
- Restock bowls, cones, and toppings behind the counter.
- Restock napkins and spoons for customers and wipe down surfaces.
- Assist with other tasks as needed.
Teacher's Aide
South Pacific Academy School
American Samoa
01.2011 - 03.2011
- Support the Teacher to meet and instruct assigned classes in the locations and at the times designated.
- Support the Teacher with planning a program of study, as much as possible, meets the individual needs, interests, and abilities of students.
- Support the Teacher with creating a classroom environment that is conducive to learning and appropriate to the maturity and interests of the students.
- Support the Teacher with preparation for classes assigned and shows written evidence of preparation upon request of immediate superior.
- Encourages students to set and maintain standards of classroom behavior.
- Support the Teacher with guiding the learning process toward the achievement of curriculum goals, and, in harmony with the goals, establishes clear objectives for all lessons, units, and projects to communicate these objectives to students.
- Support the Teacher with employing a variety of instructional techniques and instructional media, consistent with the physical limitations of the location provided and the needs and capabilities of the individuals or student groups involved.
- Support the Teacher with striving to implement by instruction and action and the school's philosophy of education and instructional goals and objectives.
- Support the Teacher with assessing the accomplishments of students on a regular basis and provides progress reports as required.
- Confers with and seeks assistance of school administrators regarding possible learning disabilities of a student.
- Takes all necessary and reasonable precautions to protect students, equipment, materials, and facilities.
- Maintains accurate, complete, and correct records as required by law, school policy, and administrative regulation.
- Assists the administration in implementing all policies and rules governing student life and conduct, and, for the classroom in fair and just manner.
- Makes provision for being available to students and parents for education-related purposes outside the instructional day when required or requested to do so under reasonable terms.
- Support the Teacher with planning and supervising purposeful assignments for volunteers and cooperatively with department heads.
- Strives to maintain and improve professional competence.
- Attends staff meetings and serves on staff committees as required.
- Works with designated team to plan and determine appropriate steps to meet student needs.
- Demonstrates effective human relations and communication skills.
- Complies with good safety practices.
- Complies with all district rules, regulations, and policies.
Cleaning
National Emergency Grant
American Samoa
01.2010 - 04.2010
- Perform and track maintenance activities.
- Safely and effectively use and operate all necessary tools and equipment.
- Maintain cleaning equipment and communicate any potential issues to Management.
- Effectively communicate to perform and follow job requirements in written and spoken direction.
- Communicate effectively and courteously with co-workers.
- Other duties will be assigned as needed.
Education
Diploma -
Samoana High School
01-2007
Skills
- Telephone etiquette
- Customer service
- Basic Word and Excel programs
- Time management
- Multi-tasking
- Organization
- Scheduling
- Patient advocacy
- Ability to work independently
- Passionate
- Improvisation
- Communication skills
- Team Player
- Empathetic
- Creative
- Understanding
- Responsive
- Encouraging
- Positive
- Patient scheduling
- Insurance verification
- Cash handling
- Staff training
- HIPAA compliance
- Insurance company billing
References
- Alexandra Garcia, Front office supervisor, agarcia@healthpointchc.org, (206) 981-1180, (253) 874-7637
- Lilian Crawley, Audio Visual Specialist II, lcrawley@senspex.com, (213) 280-7761
- Ana Quezada, Quality Improvement Coordinator, aquzada@healthpointchc.org, (206) 501-9665
Timeline
Patient Service Coordinator
Healthpoint
03.2026 - Current
Patient Service Supervisor
Healthpoint
07.2025 - 02.2026
Patient Service Coordinator
Healthpoint
02.2024 - 06.2025
Front Office
Health point
07.2022 - 01.2023
Driver
Medstar Cabulance
02.2022 - 06.2022
Tester
Center for COVID control
11.2021 - 01.2022
Teacher's Aide
Department of Education
09.2020 - 06.2021
Teacher Assistant
Samoana High School
09.2020 - 06.2021
Enumerator
2020 Census of American Samoa
01.2020 - 08.2020
Customer Service
American Samoa Morris Scanlan Inc.
11.2016 - 12.2017
Teacher's Aide
South Pacific Academy School
01.2011 - 03.2011
Cleaning
National Emergency Grant
01.2010 - 04.2010
Diploma -
Samoana High School