Monica Leal
Amarillo,Texas
Summary
Seeking a full-time responsible and challenging position with a company that offers potential for growth and advancements. I am a skilled Referral Coordinator with 9 years of experience managing referrals for providers. Experienced recruiting leader well-versed in finding qualified candidates to close workforce gaps. Proficient in both offline and online recruitment strategies. Desiring a long-term position with the opportunity to grow with the team. Reputation for skillfully communicating with stressed patients and staff ensuring full satisfaction. Thrive in a high-volume call center environment. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. A history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
Work History
Referral Coordinator/ Front Office Management
Top of Texas Orthopedics
Amarillo , TX
02.2021 - 04.2023
- Bring up to date patient information, Set up meetings for physicians.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
- Answered questions and resolved concerns raised by patients.
- Managed up to 20 patient referrals daily through multi-line telephone system as well through fax.
- Performed additional office duties, handling patient service inquiries and receiving payments.
- Verified documents and associated records to catch and resolve discrepancies.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Recruited, hired and trained new facility staff.
- Reviewed employment applications, skills, compensation needs and other qualifications.
- Explained job duties, compensation and benefits to potential candidates.
- Provided hiring status updates to the physicians for comprehensive oversight.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Informed job applicants of duties and responsibilities, compensation and benefits.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Scheduled or conducted new employee orientations.
- Reviewed employment applications and job orders to match applicants with job requirements.
- Contacted job applicants to inform of application status.
- Managed schedules for two physicians and two physicians assistants.
- Developed effective scheduling processes to achieve production objectives.
- Resolved customer complaints or answered customers' questions.
- Coordinated with the physicians, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Completed timely changes and updates to schedules in central scheduling system.
- Communicated with clients and caregivers to inform of schedule changes, cancellations or additions.
Registration/Scheduler Coordinator
Amarillo Heart Group
Amarillo, TX
11.2011 - 02.2021
- Assisted patients with canceling and rescheduling appointments.
- Answered phone calls and took messages for staff members.
- Coordinated appointments with customers and staff members according to availability.
- Updated patient information in databases and adhered to confidentiality requirements.
- Followed up with patients and confirmed appointments.
- Processed payments and updated accounts to reflect balance changes.
- Prevented double bookings and set aside appropriate time in between appointments.
- Greeted patients and guests upon entering lobby areas.
- Reviewed insurance information with patients and processed copays.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Managed and obtained insurance authorizations for patient referrals from physicians.
PBX Operator
Northwest Texas Hospital
Amarillo, Texas
09.2007 - 11.2011
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Provided training and coaching to new PBX operators.
- Handled incoming and outgoing calls according to standard operating procedures.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Completed connections between callers, departments and professionals.
- Paged employees over PA system to ensure prompt connection with callers.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
- Maintained database by entering new and updated customer and account information.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Processed invoice payments and recorded information in account database.
- Collected, posted and managed patient account payments.
Receptionist
Houston Pediatrics Surgeons
Houston, TX
05.2004 - 08.2005
- Scheduled and confirmed appointments.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Scheduled appointments and maintained and updated appointment calendars.
- Sorted incoming mail and directed to correct personnel each day.
- Processed payments and updated accounts to reflect balance changes.
- Updated and recorded customer or client information to maintain accounts.
- Organized patient charts, gathering medical histories, lab results and consents.
- Scanned and validated medical records for upload.
- Reviewed files to check for complete and accurate information.
- Input payment history and other financial data to keep customer accounts up-to-date in system.
Education
Associate of Science - Business Administration
Amarillo College
Amarillo, TX05.2023
High School Diploma -
Caprock High School
Skills
- Personal: Trustworthy, Reliable, and friendly, Multi-tasking and Fast Learner
- Patient scheduling
- Multi-line phone proficiency
- Staff supervision
- Schedule management
- Training and coaching
- Data entry
- Scheduling and calendar management
- Customer relations
- Typing 35 WPM, 10 Key,
- Microsoft Office/ Word expertise
- Insurance eligibility verifications
Timeline
Referral Coordinator/ Front Office Management
Top of Texas Orthopedics
02.2021 - 04.2023
Registration/Scheduler Coordinator
Amarillo Heart Group
11.2011 - 02.2021
PBX Operator
Northwest Texas Hospital
09.2007 - 11.2011
Receptionist
Houston Pediatrics Surgeons
05.2004 - 08.2005
Associate of Science - Business Administration
Amarillo College
High School Diploma -
Caprock High School
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