Melinda Lara
Colton ,CA
Summary
Seasoned Front Office Supervisor with background in hospitality and customer service. Experience includes overseeing daily operations, training team members, and improving guest satisfaction levels. Strong skills in problem-solving, leadership, and communication have led to streamlined front office processes and enhanced team productivity. Consistently recognized for ability to manage multiple tasks while ensuring high-quality service delivery.
Overview
4
4
years of professional experience
Work History
Front Office Supervisor
Healthpointe Medical Group
Colton, CA
08.2020 - Current
- Supervised front office staff, including hiring and training new employees.
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
- Handled customer complaints in a professional manner.
- Coordinated with other departments to ensure smooth operations.
- Scheduled staff shifts and assigned duties as needed.
- Implemented policies and procedures related to the front office operations.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Responded promptly to inquiries from guests or potential customers via phone or email.
- Examined all invoices for accuracy before submitting them for payment processing.
- Collaborated with marketing teams on campaigns that would increase foot traffic in the lobby area as well as throughout the entire hotel property itself.
- Maintained accurate records of all guests' bookings and payments.
- Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
- Resolved conflicts between guests and and or employees in a timely fashion without compromising overall customer satisfaction ratings .
- Evaluated employee performance reviews on an ongoing basis and provided feedback accordingly so that staff members could continue improving their skillset over time .
- Performed miscellaneous job-related duties as assigned by management personnel .
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Created and optimized employee schedules for shift coverage.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
Lead Referral Coordinator
Healthpointe Medical Group
Colton, CA
08.2022 - 12.2023
- Developed and maintained relationships with referral sources to ensure a successful referral process.
- Created and implemented a system for tracking referrals, follow-ups, and outcomes.
- Coordinated communication between primary care physicians, specialists, and other healthcare providers regarding patient referrals.
- Provided training to staff on the referral process and how to use the electronic health records system.
- Assisted in developing policies and procedures related to the referral process.
- Conducted regular meetings with primary care physicians to discuss strategies for improving the referral process.
- Worked closely with insurance companies to ensure that patients received appropriate coverage for their referrals.
- Monitored patient progress during their course of treatment from referral source through completion of services.
- Performed data entry into various databases related to referrals, including demographic information, medical history, insurance information.
- Maintained accurate records on all referrals completed by the organization.
- Analyzed reports generated from the database to identify areas of improvement within the referral process.
- Facilitated communication between internal departments regarding new or updated referrals.
- Researched potential new referral sources as needed.
- Ensured compliance with all applicable regulations regarding patient referrals.
- Prepared detailed documentation for each patient's visit related to their referral.
- Collaborated with clinical staff members on any changes or updates needed in relation to active referrals.
- Provided feedback and recommendations on ways to improve efficiency within the referral process.
- Acted as a liaison between external organizations and internal departments when necessary.
- Advised patients on their rights and options concerning their referred treatments or services.
- Assessed incoming requests for authorization of services prior to processing them appropriately.
- Responded promptly and professionally to inquiries from referring physicians or agencies concerning patient cases or services provided.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Reviewed demographic, clinical and insurance information before sending to referred specialists.
- Answered questions and resolved concerns raised by both patients and specialists.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
- Managed daily patient referrals daily through multi-line telephone system.
- Reviewed data obtained from referring physicians for completeness and accuracy.
- Performed additional office duties, handling patient service inquiries and receiving payments.
- Assisted referred patients in filling out applications and insurance forms.
- Verified documents and associated records to catch and resolve discrepancies.
- Developed productive working relationships with numerous insurance company representatives.
- Collected and analyzed referral data and tallied number of referrals.
Medical Biller and Coder
Riverside Cardiology Associates
Riverside, CA
01.2022 - 08.2022
- Reviewed medical records and identified diagnosis codes, procedures, services and supplies for coding.
- Verified accuracy of patient information and insurance data in billing system.
- Submitted claims to insurance companies electronically or by mail.
- Resolved denied claims by researching payer requirements and preparing appeals.
- Reconciled accounts receivable to ensure accuracy of payments received.
- Maintained up-to-date knowledge of coding regulations and changes in reimbursement policies.
- Performed daily audits on all bills submitted for accuracy and completeness.
- Analyzed patient accounts for errors, inaccuracies or discrepancies in billing documentation.
- Assisted with the development of departmental policies related to charge capture processes and coding practices.
- Provided customer service support to patients regarding billing inquiries.
- Processed corrections and adjustments as needed to ensure accurate payment from third party payers.
- Developed an understanding of how various insurance plans process claims for reimbursement purposes.
- Worked closely with physicians to obtain additional clinical information when needed for accurate coding assignments.
- Maintained current CPT, HCPCS codes library as well as ICD-9, 10 CM diagnostic codes.
- Prepared financial statements that summarize account activity over a period of time.
- Ensured timely filing of all claims within established guidelines.
- Monitored aging accounts receivable report weekly to identify unpaid balances due.
- Identified trends in denials and worked collaboratively with clinic staff to reduce denials.
- Responded promptly to requests from insurance companies regarding clarification on claim submissions.
- Filed and submitted insurance claims.
- Reviewed received payments for accuracy and applied to intended patient accounts.
- Documented and filed patient data and medical records.
- Assessed medical codes on patient records for accuracy.
- Performed routine quality assurance audits to promote data integrity.
- Added modifiers as appropriate, coded narrative diagnoses and verified diagnoses.
- Read through patient health data, histories, physician diagnoses and treatments to gain understanding for coding purposes.
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
PRE Medical Biller and Coder
Healthpointe Medical Group
Colton, CA
08.2020 - 12.2020
- Gave accurate information regarding billing and payment options.
- Analyzed changes in policies, procedures, regulations affecting billing operations.
- Resolved discrepancies between billing codes and clinical documentation.
- Generated monthly billing adjustments and entered details into billing system to resolve discrepancies.
- Resolved billing inquiries and refunded incorrect charges.
- Reviewed and processed utility billing invoices for accuracy.
Education
Some College (No Degree) -
UEI College
Riverside, CASkills
- Scheduling and calendar management
- Employee Management
- Oral and writing communication
- Revenue optimization
- Conflict Mediation
- Staff Training and Development
- Front Desk Operations
- Emergency Procedures
Contact
Colton , CA 92324
Timeline
Lead Referral Coordinator
Healthpointe Medical Group
08.2022 - 12.2023
Medical Biller and Coder
Riverside Cardiology Associates
01.2022 - 08.2022
Front Office Supervisor
Healthpointe Medical Group
08.2020 - Current
PRE Medical Biller and Coder
Healthpointe Medical Group
08.2020 - 12.2020
Some College (No Degree) -
UEI College