NANCY JO GALINDO
Fort Worth,TX
Summary
To utilize the knowledge and skills acquired during my tenure at JPS and Cook Children's Health Care System combined with my goal and task oriented work ethic to serve our patient population.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Registration Representative, Team Lead
Cook Children's Health Care System
05.2021 - Current
- Provides supervision and leadership to the Patient Access Specialists. Specific functions include: collaborates and supports manager with staff evaluations, patient flow, staff and family education, serves as patient/guest service ambassador and assists with problem solving on tour of duty.
- Model AIDET guidelines in all interactions with the patients and ensure staff are adhering to the patient experience expectations.
- Ensures the accuracy and completeness of daily registrations, and works to correct and educate employees as necessary.
- Ensures a high level of quality service is provided to patients.
- Helps to monitor the demeanor and volume of the front desk staff. Helps to eliminate all unprofessional work conversations.
- Responsible for helping maintain adequate staffing and overage in all Patient Access areas.
- Responsible for continuing staff and CCPN education and training.
- Goals and objectives set in conjunction with the Site Administrator are to be met or exceeded.
- Problem situations are to be resolved appropriately and independently away from patient areas.
- Make sure Site Administrator or Clinical Coordinator are informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or general patient flow.
- Works to maintain communication throughout the leadership team.
- Holds staff accountable for inappropriate behaviors, or any actions that directly go against the Cook’s policies and procedures and code of conduct.
- Helps to delegate tasks to employees such as completing work queues etc.
- Manages issues related to equipment that may impede flow and complete real estate tickets as necessary.
- Delegates and ensures completion of “End of Shift” Report to communicate status of the clinic and any barriers to patient flow between shifts and to the Leadership team.
- Responsible for managing staffing shortages (Call Ins/Late Arrivals) and assisting in finding coverage while ensuring patient flow processes remain consistent across shifts.
- Addresses customer service issues and proactively addresses patients/family member complaints in real time.
- Addresses employee’s concerns and questions in real time. Empowers staff member to work as a team to provided immediate, safe quality care to all patients.
- Scheduling of all necessary patient appointments and general office duties
- Verification of patient insurance coverage and demographical information
- Ensuring all pre-authorizations and pre-certifications are processed correctly and efficiently
- Accurately process and collect clinic fees and insurance co-payments
- Serve as a resource to business and clinical colleagues regarding eligibility and routine insurance coverage needs.
- Kronos
- Working QA
- Training CCPN and new staff
- Closing cash drawer
- Daily deposited
- End of month
- Sign family up for Mychart
- Workque for the department
Key Holder
Bath and Body
01.2019 - 01.2021
- Opening/closing the store
- Assisting cashiers
- Providing customer service
- Supervising cleaning staff
- Setting alarms
- Keeping the entry area clean and organized
- Monitor and motivating sales associate reaching daily sales goals
- Flexing and posting shifts
Patient Experience Concierge
Medical city of Fort Worth
01.2018 - 01.2021
- Arrival & Navigation Assistance: Greet patients and guests warmly upon arrival, providing directions and escorting them to various departments or registration areas.
- Administrative Support: Manage patient check-in and check-out processes, verify insurance eligibility, and assist with completing necessary medical forms or registration in patient portals.
- Wait Time Management: Perform "lobby rounding" to keep patients informed of wait times, provide updates on service delays, and offer comforts like snacks or reading materials to reduce anxiety.
- Concierge Services: Arrange transportation (e.g., taxis or shuttles), coordinate meal deliveries, and assist with non-medical requests such as hotel reservations for family members.
- Complaint Resolution: Act as a neutral party to listen to patient concerns, investigate issues, and escalate sensitive care concerns to the appropriate management or nursing staff.
- Environment Maintenance: Oversee the tidiness, safety, and comfort of the lobby and waiting areas, ensuring a pristine and welcoming environment.
- Communication Liaison: Serve as a point of contact between patients, families, and medical staff to facilitate clear communication and ensure patient health remains the top priority.
- Appointment & Record Coordination: Schedule follow-up appointments, manage patient calendars, and coordinate the sending or receiving of medical records.
- Follow-Up Care: Conduct follow-up calls to patients post-visit to gauge recovery progress and gather feedback for service improvement.
Patient Access
Cook Childrens Urgent Care
01.2013 - 01.2021
- Patient Registration: Obtaining and verifying patient demographic and third-party insurance information with a high degree of accuracy.
- Legal & Compliance Documentation: Preparing and explaining legal, ethical, and compliance-related documents to patients/families at the time of registration.
- Financial Clearance: Verifying insurance eligibility, explaining benefits (such as in-network vs. out-of-network), and calculating patient portions like co-pays or co-insurance.
- Payment Collection: Collecting and recording patient payments, and accurately balancing daily cash reports.
- Appointment Scheduling: Performing front office intake functions and scheduling appointments for urgent care or specialty clinic visits.
- Regulatory Compliance: Maintaining knowledge of and adhering to HIPAA, JCAHO, Patient Rights and Responsibilities, and departmental policies.
- Patient Advocacy: Serving as a primary liaison between families and clinical staff to facilitate smooth patient flow and address non-clinical concerns.
- Front Desk Operations: Managing 24/7 registration operations, handling difficult situations with diplomacy, and providing professional communication in a fast-paced environment.
Registration Representative
John Peter Smith Hospital
01.2006 - 01.2018
- General office duties for the 10th floor
- Verification of patient insurance coverage and demographical information
- Ensuring all pre-authorizations and pre-certifications are processed correctly and efficiently
- Accurately process and collect ER fees and insurance co-payments
- Assisting patients with applications for eligible grants, benefits, and community resources as needed
- Business and clinical colleagues regarding eligibility and routine insurance
Unit Clerk
John Peter Smith Hospital
01.2003 - 01.2018
- Unit Clerk to Surgery Department
- Schedule and coordinate the logistics of surgery team’s daily calendar
- Schedule meeting and prepare meeting minutes.
- Maintain all departmental files, retrieve information as requested and create new files
- Issue work orders as needed
- Order Supplies for department
- Maintain logs for Taxi Vouchers, Buss Pass and Gas Cards
- Answer the phone and take messages
- Inquiries monthly reports/ and stats
- Ensure compliance with State and Federal regulatory requirements coverage needs
Appliance Sales Associate
Best Buy
01.2000 - 01.2006
- Ensures displays are attractive and appealing to customers
- Maintains overall brand image through proper product and store presentation.
- Ensures adequate quantities of stock are available by placing orders with the warehouse/distribution center.
- Decides on stock orders based on availability.
- Establishes customers skin types, coloring and needs. Builds customer database, for future reference. Telephones customers for follow-up on product usage and to introduce new lines.
- Ensures detailed personal knowledge of all products to effectively respond to customer queries. Ensures no opportunity is lost to link sales and increase profitability.
- Identifies products which would enhance customer’s current purchase.
- Provides customers with a complete service including application of cosmetics and ensures an enjoyable shopping experience to maximize sales and customer satisfaction.
- Handling cash, credit card, apple pay and check transaction.
Front Desk Receptionist
Westchester Nursing Home
01.2002 - 01.2004
- Visitor & Security Management
- Gatekeeping: Greeting all guests and verifying their identity and purpose for visiting.
- Health Screenings: Enforcing current 2025 infection control protocols (e.g., masking, symptom checks) before allowing entry.
- Security Monitoring: Watching entrance/exit monitors to prevent "wandering" or "elopement" of residents with dementia or Alzheimer’s.
- Log Management: Maintaining digital or physical sign-in/sign-out sheets for visitors, vendors, and contractors.
- Resident & Family Support
- Compassionate Service: Acting as a supportive first point of contact for anxious family members and resolving minor concerns.
- Orientation: Helping new residents understand facility amenities, meal times, and activity schedules.
- Transportation Logistics: Coordinating with the nursing team to schedule transport for medical appointments or family outings.
- Mail Handling: Sorting personal mail and ensuring residents receive packages or floral deliveries promptly.
- Administrative & Operational Tasks
- Communications: Operating multi-line phone systems and routing calls to the appropriate nursing station or department head.
- HIPAA Compliance: Ensuring all resident information and charts remain confidential and out of public view at the front desk.
- Supply Coordination: Ordering office supplies and maintaining a clean, professional appearance in the lobby area.
- Emergency Response: Acting as the communications hub during fire drills or medical emergencies by notifying first responders via the 911 system or internal alarms.
- Clerical Support: Assisting the Business Office Manager with billing inquiries or updating resident files in the Electronic Health Record (EHR) system.
Education
High School Diploma -
Lake Worth High School
05.1998
Skills
- General Office Skills
- Multitasking
- MS Word, MS Works, Excel Power Point, Chart Maxx
- Cross-functional teamwork
- Insurance procedures
- HIPAA compliance
- Daily operations management
- Patient confidentiality
- Patient registration
- Documentation skills
- Insurance verification
- Appointment scheduling
- Records management
- Training staff
- Patient contact
- Hospital admissions policies
- Problem-solving
- Registration data intake
- Payment processing
- Experience with EPIC , KRONOS, OnBase
Certification
CPR
Timeline
Registration Representative, Team Lead
Cook Children's Health Care System
05.2021 - Current
Key Holder
Bath and Body
01.2019 - 01.2021
Patient Experience Concierge
Medical city of Fort Worth
01.2018 - 01.2021
Patient Access
Cook Childrens Urgent Care
01.2013 - 01.2021
Registration Representative
John Peter Smith Hospital
01.2006 - 01.2018
Unit Clerk
John Peter Smith Hospital
01.2003 - 01.2018
Front Desk Receptionist
Westchester Nursing Home
01.2002 - 01.2004
Appliance Sales Associate
Best Buy
01.2000 - 01.2006
High School Diploma -
Lake Worth High School