Nilda Fidalgo
Dorchester,MA
Summary
Self-motivated, Career-minded And Result-driven Individual With 22 Years Of Challenging Experience In Office Management, Administration, data entry, accounts payable and Customer Service. Strong work ethics and team-spirited attitude that promotes confidence and builds cohesiveness while establishing a good rapport with people of diverse backgrounds. 8+ years of experience as a dedicated and enthusiastic Billing Coordinator with experience in billing accounts receivable accounts payable, and customer service. Experienced Lead Patient Coordinator with over 10 years’ experience developing high standards of practice, evaluating patient care for effectiveness in a fast pace healthcare environment.
Overview
23
23
years of professional experience
Work History
New Patient Representative
Dana Farber Cancer Center
01.2023 - Current
- Serve as the first point of contact and liaison for patients or referring providers, demonstrating exceptional communication skills in triaging calls and resolving inquiries directly whenever possible
- Possess a high level of independence, managing knowledge of multiple disease-specific programs and ensuring accurate dissemination of relevant information
- Provide comprehensive administrative support and coordination for all aspects of patient care, with a primary focus on handling incoming telephone calls
- Triage issues and address general questions, aiming to resolve requests in real time
- If unable to address all patient inquiries, effectively triage to or record detailed messages for the disease center team
- Recognize emergencies and respond appropriately, utilizing standard operating procedures and critical thinking skills to ensure patient safety
- Perform additional administrative duties and tasks as directed by Manager/Supervisor, showcasing flexibility and adaptability
- Collaborate with the disease center team to ensure seamless coverage and effective task management during both full and partial staffing levels
- Uphold standards of quality clinical care and compliance with standard operating procedures and regulatory requirements.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Gathered and analyzed information to advocate safety, well-being and progress.
- Conducted assessments of client needs, strengths, and resources to develop treatment plans.
- Identified appropriate community resources and provided referrals for services.
- Reached out to individuals via phone, email and SMS to deliver help and support.
Administrative Assistant
Tufts Dental School
03.2022 - 03.2023
- Serve as primary support person for the Department Chair
- Schedule meetings and appointments; maintains a complex calendar
- Prepare travel requests/authorizations and business expenses using Apptricity’s e-Expense System
- Coordinate the development of the Department's Continuing Education Program
- Maintain copies of documents and other materials in a timely, systematic method to ensure easy retrieval of information as needed
- Coordinate and schedule the bi-annual “Lunch with the Chair” sessions between the department faculty and chairperson
- Proofread, edit, and re-format student and faculty recommendation letters
- Formulate and generate letters of support for faculty appointments and promotions
- Maintain and update the MS Excel workbook to track department faculty appointments and promotions on an academic year basis
- Maintain and update the spreadsheet and binders developed to track faculty recruitment linked to the Program Electronic Review Management (PERM) process i.e., Green Card
- Coordinate and monitor the processes related to faculty recruitment
- Provide employment verification letters to faculty upon request
- Maintain and update faculty mailboxes including the distribution guide
- Maintain a clean reception and associated areas.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Created travel arrangements for senior managers according to their requirements.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Coordinated appointments, meetings and conferences.
Lead Patient Coordinator/ Billing Coordinator
Tufts Dental Associates
01.2014 - 03.2022
- Greet patients and visitors in a courteous and friendly manner
- Type correspondence, reports, memos, and forms as requested by physician and/or administration
- Schedule and confirm appointments daily
- Crosstrain to perform back office duties when needed
- Ensured timely and accurate patient data entry into electronic medical records system.
- Provided leadership, guidance and support to the patient care team.
- Coordinated with physicians, nurses, insurance companies and other healthcare personnel to ensure appropriate care for patients.
- Assisted in scheduling appointments, tests and procedures for patients as needed.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Explained policies, procedures and services to patients.
- Collect co-pays, deductibles and inquire on previous balances
- Prioritizing patient treatment plans requiring prior authorization
- Maintain inventory and submit front office supply order to administration
- Ensure customers are billed correctly for services offered
- Communicate with customers to answer questions
- Request payment of pending debts in a firm yet considerate manner
- Keep accurate records (customer information, received payments etc.).
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided ongoing training to address staff needs.
Patient Coordinator
New England Eye Center
01.2012 - 01.2014
- Excelled in a 3-person multitasking team environment
- Performed comprehensive administrative/secretarial support of 8 physicians in a busy Eye center
- Ensured effective, professional office and operations environment and pro-active support functions
- Greeted and checked in/out patients
- Answered multiline phones and oversaw outgoing reminder
- Scheduled calls
- Performed Insurance verifications, obtained referrals and processed patients through the system
- Prepared the Eye Center for the next day of business.
- Coordinated patient appointments and maintained appointment schedule.
- Assisted with the development of efficient office procedures for improved workflow.
- Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
- Reviewed patient accounts on a regular basis to ensure accuracy of billing data.
Patient Coordinator and Health Care Community Liaison
Uphams Corner Health Center
Boston, MA
01.2009 - 01.2012
- Greeted, triaged and registered patients
- Provided efficient patient flow and exceptional customer service
- Answered all phones, performed scheduling & clerical functions, secretarial and office support tasks
- Performed Chart/file management: ensured that all patients' information (forms, accounts, documents) were accurate
- Validated insurance information via electronic systems and verified coverage
- Communicated effectively with all internal/external clients with focus on patient-centered approach
- Acted as on-boarding leader for training new staff and new employee orientation
- Assisted patients with housing, legal and immigration services.
- Developed and implemented patient intake forms to ensure accurate information was collected.
- Prepared patient charts prior to visits as well as updated records after each visit.
- Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
Advocate
Uphams Corner Health Center
Boston, Ma
01.2007 - 01.2009
- Facilitated and advocated for clients access to services that provided basic needs, education, housing, health care, and counseling assistance
- Conducted home visits to families when requested by providers
- Implemented outreach strategies to engage clients in community based services.
- Attended team meetings and provided feedback on case updates and treatment recommendations.
- Participated in professional development activities such as seminars, workshops, trainings.
- Engaged in community outreach and program development to support patient and caregiver needs.
Administrative Assistant
Wyeth Research
01.2005 - 01.2007
- Oversaw all administrative functions
- Processed orders, managed scheduling and time keeping
- Recorded and processed vendor invoices
- Monitored materials and supplies and tracked monthly spending.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Maintained accurate records of payroll transactions and employee information in the HRIS system.
- Supported payrolls, driving timely and accurate payment of employee wages.
Legal Administrative Services
Lahive & Cockfield LLP
01.2001 - 01.2005
- Answered, triaged and forwarded all front desk calls to the appropriate offices
- Carried out administrative support of Project work for the attorneys
- Sorted mail and performed office/business support tasks.
- Scheduled meetings, appointments and travel arrangements for attorneys.
- Greeted clients upon their arrival at the office and provided assistance throughout their visit.
- Facilitated communications by forwarding emails, transferring calls and filing documents.
Education
Nursing Curriculum -
Quincy College
01.2006
Business Courses -
U Mass Boston
01.2002
Skills
- Microsoft Word
- Excel
- PowerPoint
- Lotus Notes
- Various Internet applications and search functions
- Proficient in Cape Verdean Creole
- Collaborative
- Team player
- Strong Communication
- Decision-making
- Time Management
- Multi-tasking
- Problem Solving
- Organization and time management
- Administration
- Marketing
- Customer Service
- Sales Support
- Fast Learner
- Customer Relations
Timeline
New Patient Representative
Dana Farber Cancer Center
01.2023 - Current
Administrative Assistant
Tufts Dental School
03.2022 - 03.2023
Lead Patient Coordinator/ Billing Coordinator
Tufts Dental Associates
01.2014 - 03.2022
Patient Coordinator
New England Eye Center
01.2012 - 01.2014
Patient Coordinator and Health Care Community Liaison
Uphams Corner Health Center
01.2009 - 01.2012
Advocate
Uphams Corner Health Center
01.2007 - 01.2009
Administrative Assistant
Wyeth Research
01.2005 - 01.2007
Legal Administrative Services
Lahive & Cockfield LLP
01.2001 - 01.2005
Nursing Curriculum -
Quincy College
Business Courses -
U Mass Boston
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