Ramina Ravanera
Gilbert,USA
Summary
Highly collaborative and adaptable professional with strong leadership qualities that thrives in high-pressure situations. Proven track record in scheduling and team management, driven to achieve impactful team success and deliver innovative solutions in dynamic environments. With years of experience in the fast-paced medical industry, honed a customer service-oriented approach. Focus has been on developing leadership skills, training staff, implementing programs, managing projects, and improving process efficiencies. Known for a self-directed nature, excels in problem-solving and communication for exceptional customer service. Expertise in time management, task prioritization, and organizational skills enable successful completion of multiple projects within tight timelines.
Overview
9
9
years of professional experience
Work History
Team Lead, Non-General Scheduling Department
Mayo Clinic Arizona
02.2023 - Current
- Reviewed timecards on UKG, entered proper pay codes
- Evaluated staff call quality on Calabrio monthly
- Developed weekly schedules with daily role assignments for Call Center.
- Reviewed and approved PTO requests on Calabrio WFM with respect to coverage and seniority of the requests
- Independently wrote the weekly agenda items for team huddles and Supervisor review and approval
- Monitored CMS Supervisor for queuing calls
- Review of Quarterly Competency items and set up of one-on-one meetings with Staff to complete the competencies
- Accurately transcribed meeting minutes during the weekly team huddles and upload the approved meeting notes to the ED HDC OneNote for reference
- Instrumented in the launch of innovative interdepartmental pilots (CVD SOS Clinic and the CVD HOSP Discharge pilots)
- Implemented Karrie Reis’s direction to set up an ED HOSP Call Center, created a working team schedule, and exhibited flexibility to optimize staff scheduling and time utilization
- Innovated as the early adopter for Calabrio WFM in the ED HOSP department
- Presented independent leadership for six months as the Interim Supervisor of 68 employees in the Specialty Scheduling Department as the new Supervisor was in maternity leave
- Exhibited flexibility in cross-coverage and increased workload as I carried out Team Lead duties and the Supervisor duties where I collaborated with the practices on SOPs, workflows and staff related matters
- Charged as a Change Leader, trained department staff for Outbound and Inbound Calls which increased compliance and adherence to call qualities
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives through Kudoboards, shout-outs and E-cards
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Covered the call center during sick calls to provide optimal coverage and to meet service level goals
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues in escalations
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Patient Appointment Services Specialist
Mayo Clinic Arizona
06.2021 - 02.2023
- Responsible for independently creating and scheduling appointments within Epic for complex, multispecialty practices
- Gathered patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area, properly advising patients the need for authorizations, pre-service deposits, collecting all guarantor and insurance details needed to assess patient eligibility
- Communicated effectively with patients, referring physicians, Mayo providers, and third-party vendors, always adhering to Mayo's scheduling policies and medical guidelines.
- Applied medical terminology expertise combined with skillful use of communication to process new patient requests accurately for appropriate application and interpretation of Mayo policies regarding scheduling criteria and medical need
- Able to navigate multiple systems simultaneously and work with complex scheduling workflows, managing phone calls, online requests
- Trained new agents to learn multitasking skills by navigating multiple systems, handling various modes of appointment requests, and maintaining constant communication with stakeholders
- Innovated as a SUN Member for Epic and led training for Book IT and the AVAYA Convergence upgrades for CAO
- Exhibited flexibility in cross-coverage and increased workloads and initiated the launch of DFD as a special assignment with a few other CAO agents
- Independently executed projects from my Team Leads that involved interdepartmental scope that required special handling such as Alumni Requests, Physician to Physician Referrals, International Registration that fostered strong working relationships across OAM and various Practices
- Creatively executed a collaborative ENT Cochlear Implant project launch I was tasked by thinking outside of the box to resolve the lag in the patients not getting registered as the referrals were not received by calling the referring MD office and resolved the issue by providing them the correct fax number to fax the referrals to
- Proficient in deescalating concerns and advising patients on scheduling outcomes and triage processes,
Patient Financial Services Representative, Occupational Health Billing
Banner Corporate Center
08.2018 - 06.2021
- Handled follow-up of Workman’s Compensation for letters A-J and pursued account balances, payments or denials.
- Handled incoming and outgoing calls to address billing concerns.
- Delivered outstanding service to both external and internal customers.
- Achieved targets for reducing outstanding accounts as part of the patient financial services team.
- Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Improved patient satisfaction by providing timely and accurate financial information.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Promoted a positive patient experience, addressing concerns and resolving issues related to billing or insurance coverage.
- Coordinated closely with clinical teams to verify services rendered, ensuring accurate billing and reimbursement for all provided care.
- Streamlined communication with insurance companies, ensuring timely submission of claims and expedited reimbursements.
- Enhanced revenue recovery with diligent follow-up on outstanding accounts and insurance claims.
- Managed high volume of daily tasks while maintaining attention to detail and accuracy in all areas of responsibility.
Dispatcher/Call Taker
City of Chandler
05.2018 - 07.2018
- Dispatch calls to Police Officers for emergency and non-emergency calls for the citizens of Chandler, coordinated with other agencies to resolve crimes, calls for services
Patient Financial Services Representative, Occupational Health Billing
Banner Corporate Center
02.2017 - 07.2018
- Prepared invoices for company accounts monthly, follow up of open accounts with phone calls or with requested medical information, for the companies to complete and process payments owed for services rendered
- Resolved invoice-related questions through effective communication channels.
- Acted as a liaison between companies and the Sales and Marketing Team to resolve account inquiries.
- Ensured accurate invoice review and resubmission before final publication.
Member Services Supervisor
Lifetime Fitness
02.2017 - 05.2018
- Checked in club members and verify account activity.
- Registered guests and handled member-related tasks including address changes and EFT updates
- Handled phone inquiries about services, facilitated transfers when necessary and upheld club policies
- Ensured compliance with age limits due to Gilbert curfew for member safety while delivering stellar customer service
Medical Records Clerk
Diablo Valley Oncology and Hematology
11.2016 - 12.2016
- Ensured all necessary documents for accurate diagnosis and review by the physician were in the chart.
- Processed record requests from facilities and medical offices while adhering to HIPAA laws
- Fulfilled patient requests for copies of their own records, complying with privacy regulations
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
Office Supervisor
Pacific Urology
10.2015 - 10.2016
- Supervised daily operations of medical office to ensure accuracy and confidentiality.
- Established HIPAA compliance for our corporate office, in coordination with a fellow manager
- Maintained a clean, organized, and professional office environment to support maximum productivity.
- Supported a positive work culture that prioritized teamwork, professionalism, continuous learning opportunities.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Oversaw the onboarding process for new employees, ensuring proper training was provided for seamless integration into the team.
Education
Associate of Arts - General Studies
Chabot College
Hayward, CACertificate - Medical Coding And Billing
Carrington College
Hayward, CASkills
- Able to lead and think independently
- Attention to detail with transcribed notes, patient and employee details
- Adaptable in pressure situations, escalations
- Innovator within CAO as first users of DFD, First Call
- Extensive experience in scheduling and team management
- Collaborative relationship with practices
Phone
cell, (510) 701-7046
Timeline
Team Lead, Non-General Scheduling Department
Mayo Clinic Arizona
02.2023 - Current
Patient Appointment Services Specialist
Mayo Clinic Arizona
06.2021 - 02.2023
Patient Financial Services Representative, Occupational Health Billing
Banner Corporate Center
08.2018 - 06.2021
Dispatcher/Call Taker
City of Chandler
05.2018 - 07.2018
Patient Financial Services Representative, Occupational Health Billing
Banner Corporate Center
02.2017 - 07.2018
Member Services Supervisor
Lifetime Fitness
02.2017 - 05.2018
Medical Records Clerk
Diablo Valley Oncology and Hematology
11.2016 - 12.2016
Office Supervisor
Pacific Urology
10.2015 - 10.2016
Associate of Arts - General Studies
Chabot College
Certificate - Medical Coding And Billing
Carrington College
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