Osvaldo Solano
Los Angeles,CA
Summary
Professional highly effective at interacting with patients from all levels and backgrounds. Seeking to bring bilingual talents, administrative experience, and excellent people skills to significantly contribute to a workplace that focuses on a teamwork approach.
Administrative and general office managing experience. Excellent work ethic and team player, very dependable, people centered.
I pride myself in the leadership and confidence that I have to solve day to day challenges. I have excellent communication skills to help parents that have questions of the new patient process. Whenever management considers it appropriate, I am always willing to help in different roles to accomplish department needs. Never to say no when needed, and always lead by example.
Overview
15
15
years of professional experience
Work History
Patient Experience Liaison
Children's Hospital Los Angeles
Los Angeles, CA
01.2023 - Current
- Interact with Executive VP's, Board of Trustees, Board of Directors as well as Major Donors and High Profile Celebrities.
- Pre-register and scheduling of new patients including coordination of multiple appointments throughout divisions
- Dedicated phone number manned 24/7 for easy access and reliable recognition.
- Greeting and escorting patient families from main lobby to their scheduled appointment.
- Provide support and advocacy for families as well as investigate any concerns raised by families, escalating concerns to appropriate departments in accordance with hospital policies and procedures.
- Ensure smooth hospital admissions by processing hospital admission request through Access Center.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Coordinated multidisciplinary team meetings to align on patient treatment plans and protocols.
- Streamlined referral processes, reducing turnaround time for patient services and improving satisfaction.
- Analyzed data trends related to patient interactions, informing strategic decisions for service enhancements.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- I oversee patient and family complaint resolution for all CHLA outpatient clinics. This role demands a high-level blend of empathy and rapid problem-solving, and a deep understanding of clinical workflows.
PSR II / New Patient Coordinator (PLS)
Children’s Hospital Los Angeles
Los Angeles, CA.
08.2015 - 12.2022
- As the new patient coordinator for division, I'm required to have full knowledge of all programs that are vital for position
- I schedule all new patients for all four specialists including fellow, physician assistant and nurses
- As well following clinics: Vascular Anomaly Clinic, BPPN, Clinic to Clinic, gender affirmation, and Facial Paralysis Clinic
- I have to be available to answer all calls that come in for new patients
- In other words, I'm the gate keeper” to all new patients
- I have full understanding of processes that are involved with our contracted providers
- As part of my duties, I must have full understanding of all physicians schedules
- I am also acquainted with the values of CHLA towards towards an excellent customer service to our patients
- Multitask all daily matters as new problems arise and resolve them in a timely matter.
Financial Counselor (NEU)
Children's Hospital Los Angeles
Los Angeles, CA.
01.2014 - 08.2015
- In charge of all new patient referrals example, Movement Disorders, Headaches, Seizures, Neurofibromatosis and Routine visit
- Schedule all new patients and schedule all EEG'S and EMG's
- Enter all dispositions and send all denials letters
- Verify eligibility for HMO's PPO's and CCS
- Request medical records, authorizations, extensions, and correct CTP codes to referring pediatricians
- Answer all calls from patient’s parents regarding any issues to schedule visit to our department
- Knowledge of Itrack, Kids and Star programs.
- Provided financial counseling to families, ensuring understanding of healthcare costs and payment options.
- Assisted patients in navigating insurance processes, enhancing access to necessary medical services.
- Collaborated with multidisciplinary teams to develop individualized financial plans for patients' unique needs.
- Cultivated a positive, non-judgmental environment for clients to openly discuss their financial challenges and concerns.
- Increased client confidence in managing personal finances by providing tools and resources for long-term success.
Patient Access Representative
Cedars Sinai Medical Center
Los Angeles, CA
01.2011 - 01.2014
- Scheduling and register patients for outpatient clinics, Ortho, Employee Health Department, Primary Adult Clinic, DOTEC Center and Minimal Invasive Urology Institute
- For this last clinic MIUI I was the lead person in charge of any patient complaints involving insurance, scheduling and prescriptions issues
- Daily contact with nurses and supervisors
- Full knowledge of EPIC and Cadence Systems as well as Passport and Nautilus
- Schedule all new patients, follow ups, Pre ops and Post ops visits, check doctors notes on Epic to determine history of illness and doctor recommendations
- Verify complete demographic information and verification of insurance PPO, POS, HMO, Medicare and Medical, and obtain authorizations if needed
- Knowledge of HIPPA guidelines and regulations.
- Coordinated insurance verification, optimizing coverage communication with patients and providers.
- Facilitated patient check-in processes, ensuring accurate data entry and verification.
- Managed appointment scheduling, enhancing patient flow and reducing wait times effectively.
- Implemented process improvements that enhanced operational efficiency within the department.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Trained new staff on patient access protocols, fostering team knowledge and consistency in service delivery.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
Education
BBA - Health Care Management
Southern New Hampshire University
Hooksett, NH12.2026
High School Diploma -
Lincoln High School
Los Angeles06.1992
Skills
- Client Interactions
- Creative Solutions
- Effective Customer Communication
- Verifying Eligibility
- Customer Complaint Resolution
- Workflow Improvements
- HIPAA and Confidentiality Compliance
- Positive Patient Experiences
- Patient Correspondence
- Clerical Support
- Patient Registration
- Patient Insurance Authorizations
Languages
Spanish
Native or Bilingual
Timeline
Patient Experience Liaison
Children's Hospital Los Angeles
01.2023 - Current
PSR II / New Patient Coordinator (PLS)
Children’s Hospital Los Angeles
08.2015 - 12.2022
Financial Counselor (NEU)
Children's Hospital Los Angeles
01.2014 - 08.2015
Patient Access Representative
Cedars Sinai Medical Center
01.2011 - 01.2014
BBA - Health Care Management
Southern New Hampshire University
High School Diploma -
Lincoln High School