Nichol Larranaga

• Lead and supervise a team of 16 patient experience representatives, providing coaching, performance feedback, training, and daily operational support to ensure consistent service standards and effective service recovery.
• Support the healthcare team by conducting patient rounds to identify care needs and promote collaboration through active participation in interdisciplinary meetings.
• Coach clinical leaders in patient experience best practices, including AIDET and leader rounding techniques, and provide strategic guidance to patient experience teams.
• Partner with leadership to align performance improvement initiatives with organizational survey goals and patient satisfaction metrics.
• Deliver actionable feedback, lead staff training, and support service recovery efforts across clinical areas.
• Foster strong communication and relationships across stakeholders, oversee visitation exceptions, and uphold policies, confidentiality standards, and the hospital’s mission, integrity, and culture of continuous improvement.

• Managed program reporting and performance monitoring using Qualtrics; supported goal setting and progress tracking for leadership teams.
• Created and updated tools and workflow guidance to support consistent application of service practices across teams.
• Planned and coordinated organization-wide engagement initiatives and events (Hospital Week, CEO Chats, recognition programs), ensuring logistics, communication, and follow-through.
• Participated in committee work supporting policy alignment and customer experience standards.

• Observed the employee's individual strengths and initiated a mentoring program to improve areas of weakness.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Led cross-functional projects from planning through implementation, including the Video Remote Interpreter program launch (operational rollout, communications, and training).
• Produced trend summaries and reporting using Press Ganey data; supported leadership review with accurate tables, charts, and performance updates.
• Co-developed organizational standards and operational expectations (Core Values, Standards of Behavior) and supported adoption through training and reinforcement.
• Coordinated large-scale employee events and forums (Town Halls, CEO Chats, CSV Salutes, Joy Week), handling scheduling, communications, and stakeholder coordination.
• Represented the organization in external collaborations and conferences, translating best practices into internal workflows.

• Enhanced associate onboarding and training through effective PowerPoint presentations.
• Ensured accuracy and timeliness of performance reports and call tracking.
• Coordinated executive engagement events by managing planning and communications.
• Developed training materials to validate competencies for new associates.
• Streamlined documentation processes for CEO/CNE chats and events.

• Provided frontline support and training for a practice management system; created training materials and supported testing/go-live coordination.
• Assisted staff with system questions and issue resolution, ensuring continuity of operations.
• Assessed training efficacy through feedback and performance evaluations, ensuring continuous improvement.
• Led workshops and hands-on sessions, fostering engagement and knowledge retention among participants.
• Coached employees on best practices, providing constructive feedback to support their professional growth.

• Supervised front office operations, scheduling, and training; maintained strong service standards in a fast-paced, high-volume setting.
• Managed insurance verification and authorization workflows with a denial rate under 1%, demonstrating strong tracking, accuracy, and follow-up.
• Produced operational reports (referrals, treatment starts) and performed audits for accuracy and compliance.
• Updated procedures, supported process improvements, and resolved customer issues requiring investigation and coordination.
• Earlier authorization and financial counseling roles still support “operations support + tracking + customer service,” but we can condense them to save space.

• Coordinated prior authorization processes to ensure timely approvals and compliance with policies.
• Reviewed patient information and insurance documentation for accuracy and completeness.
• Communicated effectively with healthcare providers to gather necessary information for authorizations.
• Streamlined workflows to improve response times on authorization requests, enhancing departmental efficiency.
• Analyzed trends in authorization denials to develop strategies for reducing rejections and improving approval rates.
• Trained junior staff on authorization protocols and system navigation for improved team performance.
• Monitored regulatory changes impacting authorization requirements, ensuring compliance across all operations.
• Collaborated with multidisciplinary teams to ensure timely submission of documentation required for insurance approval.
• Facilitated timely renewals of ongoing authorizations by closely monitoring expiration dates and initiating renewal processes proactively.
• Improved patient care by efficiently coordinating authorizations for medical procedures and treatment plans.

• Processed patient authorization requests efficiently, ensuring timely delivery of services.
• Reviewed medical documentation for accuracy and completeness to facilitate approvals.
• Communicated with healthcare providers to clarify authorization requirements and expedite processes.
• Utilized electronic health record systems to track and manage authorization workflows effectively.
• Analyzed trends in authorization denials, implementing strategies that increased approval rates consistently.
• Maintained up-to-date knowledge of insurance policies and procedures to effectively communicate requirements to patients.

• Supported patients with self-pay accounts by explaining financial options, establishing payment plans, and assisting with county indigent and Medical Financial Assistance programs.
• Completed presumptive eligibility for uninsured minor children and coordinated Medicaid enrollment through MOSSA. Verified insurance benefits and eligibility, obtained inpatient authorizations, notified payors of admissions, collected copayments and deductibles, and verified patient demographic information
• Managed sensitive patient information with utmost discretion, adhering to all HIPAA guidelines.
• Verified patient insurance eligibility and entered patient information into the system.
• Developed strong relationships with insurance providers, facilitating prompt resolution of claim issues and disputes.

• Managed office operations, ensuring efficient workflow and effective utilization of resources.
• Oversaw scheduling and coordination of meetings, optimizing staff availability and productivity.
• Developed and implemented office policies, enhancing procedural compliance and operational efficiency.
• Supervised administrative staff, providing training and guidance to improve performance and team cohesion.
• Handled sensitive information with discretion, maintaining the confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.

• Managed patient scheduling, referrals, authorizations, medical records, correspondence, and front-office operations.
• Assisted with billing follow-up, medication refills, and daily clinic preparation
• Oversaw daily front desk activities, ensuring adherence to company policies and standards for excellence.
• Enhanced guest satisfaction by promptly addressing inquiries and providing accurate information.
• Participated in regular team meetings to discuss guest feedback, review performance metrics, and identify opportunities for continuous improvement.