Natalie Orlando
Lindenhurst,NY
Summary
Results-oriented professional with extensive experience in healthcare operations and patient coordination. Known for exceptional customer service skills, conflict resolution, and team mentorship. Committed to driving quality assurance and enhancing patient satisfaction through effective training and performance management. Dynamic professional with a strong background in healthcare administration and virtual support. Skilled in conflict resolution and customer service, driving patient satisfaction by effectively coordinating communications and resolving inquiries.
Overview
22
22
years of professional experience
Work History
Virtual Agent Supervisor
Catholic Health
Melville , NY
08.2023 - Current
- Supervised daily operations of virtual advocate team.
- Trained new agents on protocols and healthcare policies.
- Conducted yearly performance evaluations to enhance agent performance through targeted feedback.
- Conducted bi-weekly metrics reviews to provide constructive feedback to agents.
- Coordinated staff schedules to ensure adequate inbound phone coverage for patient needs.
- Resolved escalated patient issues and coordinated with offices to ensure timely resolutions.
- Ensured that all calls were handled in a timely manner with high quality standards.
- Created reports on staff performance and call statistics to inform management decisions and improve service quality.
- Provided direction, guidance and support to agents on patient inquiries and complaints.
- Completed bi-weekly payroll entry.
- Review call recordings to ensure accuracy and correct workflow.
Lead Practice Support Associate
Catholic Health
Bay Shore, New York
11.2022 - 08.2023
- Managed patient inquiries, resolving issues promptly to enhance patient satisfaction.
- Coordinated communications between departments to ensure patient needs were met.
- Scheduled appointments according to schedule templates to ensure the proper time is provided for both the patient and the provider.
- Assisted patients with scheduling appointments and navigating healthcare services.
- Documented patient telephone encounters accurately in electronic health records EPIC system.
- Provided support to healthcare staff during patient intake and check-in processes.
- Educated patients on available services and resources within the health system.
- Processed new patient registrations and updated existing registrations, verifying insurance details through EPIC RTE for accuracy.
- Maintained confidential patient information according to privacy regulations.
- Receipt and sweeping/scanning of inbound faxes using Ritefax.
Lead Front Desk
Catholic Health
Great Neck, New York
09.2020 - 11.2022
- Managed patient inquiries, resolving issues promptly to enhance patient satisfaction.
- Coordinated communications between departments to ensure patient needs were met.
- Scheduled appointments according to schedule templates to ensure the proper time is provided for both the patient and the provider.
- Assisted patients with scheduling appointments and navigating healthcare services.
- Documented patient telephone encounters accurately in electronic health records EPIC system.
- Provided support to healthcare staff during patient intake and check-in processes.
- Educated patients on available services and resources within the health system.
- Processed new patient registrations and updated existing registrations, verifying insurance details through EPIC RTE for accuracy.
- Maintained confidential patient information according to privacy regulations.
- Receipt and sweep/scan of inbound faxes using Ritefax.
Call Center Team Lead
Catholic Health
Massapequa , NY
01.2013 - 11.2020
- Development of the offices call center and training of the call center team on document sweeping/scanning workflows and recording of telephone encounters.
- Managed patient inquiries, resolving issues promptly to enhance patient satisfaction.
- Coordinated communications between departments to ensure patient needs were met.
- Scheduled appointments according to schedule templates to ensure the proper time is provided for both the patient and the provider.
- Assisted patients with scheduling appointments and navigating healthcare services.
- Documented patient telephone encounters accurately in electronic health records EPIC system.
- Provided support to healthcare staff during patient intake and check-in processes.
- Educated patients on available services and resources within the health system.
- Processed new patient registrations and updated existing registrations, verifying insurance details through EPIC RTE for accuracy.
- Maintained confidential patient information according to privacy regulations.
- Receipt and sweep/scan of inbound faxes using Ritefax.
Lead Practice Support Associate
Cardiology and Internal Medicine of Long Island
Massapequa , NY
04.2004 - 12.2012
- Patients check in/check out for the offices front desk and outpatient testing departments.
- Ensuring patients checking in had complete registration, correct and verified insurance information.
- Ensuring patients checking out were scheduled for any appointments requested by their provider during the visit.
- Managed patient inquiries, resolving issues promptly to enhance patient satisfaction.
- Coordinated communications between departments to ensure patient needs were met.
- Scheduled appointments according to schedule templates to ensure the proper time is provided for both the patient and the provider.
- Assisted patients with scheduling appointments and navigating healthcare services.
- Documented patient telephone encounters accurately in electronic health records EPIC system.
- Provided support to healthcare staff during patient intake and check-in processes.
- Educated patients on available services and resources within the health system.
- Processed new patient registrations and updated existing registrations, verifying insurance details through EPIC RTE for accuracy.
- Maintained confidential patient information according to privacy regulations.
- Receipt and sweep/scan of inbound faxes using Ritefax.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Manchester, NH05-2022
Skills
- Virtual support expertise
- Performance evaluation
- Metrics analysis
- Data analysis
- Quality assurance
- Budget management
- Team leadership
- Performance reviews
- Coaching
- Training
- Patient coordination
- EPIC charting
- Continuous improvements
- Time management
- Conflict resolution
- Problem solving
- Communication skills
- Customer service
- Staff mentorship
- Performance coaching
Timeline
Virtual Agent Supervisor
Catholic Health
08.2023 - Current
Lead Practice Support Associate
Catholic Health
11.2022 - 08.2023
Lead Front Desk
Catholic Health
09.2020 - 11.2022
Call Center Team Lead
Catholic Health
01.2013 - 11.2020
Lead Practice Support Associate
Cardiology and Internal Medicine of Long Island
04.2004 - 12.2012
Bachelor of Science - Healthcare Administration
Southern New Hampshire University