Charlotte Zane
Andover
Summary
Detail-oriented and compliance-driven professional with extensive experience managing high-volume environments, enforcing policies, and de-escalating high-conflict situations. Proven ability to maintain order, uphold regulatory standards, and handle sensitive information with discretion. Experienced in coordinating complex operations, documenting accurate records, and serving as a central point of communication between multiple stakeholders. Strong background in training and mentoring staff, ensuring adherence to state and federal regulations, and resolving escalated situations calmly and professionally. Recognized for maintaining composure under pressure, supporting team operations, and prioritizing safety, accountability, and procedural compliance.
Overview
10
10
years of professional experience
Work History
Surgery Scheduler
Fairview St. Johns & Woodwinds Hospital
Woodbury, MN
03.2023 - 09.2025
- Coordinated surgical scheduling for 50+ providers across 16 operating rooms, ensuring optimal utilization, adherence to hospital policies, and compliance with strict timelines.
- Managed high-volume scheduling logistics, balancing provider availability, room capacity, and patient needs to maintain efficient daily operations.
- Staffed and supported the hospital control desk, partnering with charge nurses to maintain workflow order, enforce procedural guidelines, and address real-time operational issues.
- Maintained accurate and compliant patient documentation, ensuring all surgical details were correctly entered into electronic medical records (EMR) systems.
- Verified and updated patient charts to ensure regulatory compliance and minimize scheduling errors or procedural delays.
- Served as a central point of communication between surgeons, nursing staff, and administrative teams to streamline surgical operations and enhance coordination.
Care Coordinator
Colon & Rectal Surgery Associates
Saint Paul, MN
11.2022 - 03.2023
- Coordinated surgical procedures for multiple colorectal surgeons across two clinic locations, ensuring accurate scheduling, pre-authorizations, and timely patient preparation.
- Scheduled diagnostic imaging, specialty testing, and follow-up appointments, guiding patients through complex care plans and ensuring continuity of care.
- Collaborated closely with providers, nursing staff, and external facilities to streamline communication and prevent delays in treatment.
- Managed insurance verification and prior authorizations to ensure compliance and minimize financial or scheduling barriers for patients.
Switchboard Scheduler
Minnesota Urology
Woodbury, MN
09.2021 - 06.2022
- Scheduled patient appointments for 8 clinic locations and 20+ providers, ensuring accuracy, efficiency, and optimal provider utilization.
- Managed high-volume inbound and outbound calls, delivering professional customer service while triaging patient needs appropriately.
- Trained and onboarded new employees on scheduling systems, call protocols, and organizational procedures to ensure consistent service standards.
- Assisted leadership with the implementation of updated policies and workflow improvements, supporting smooth operational transitions.
Trainer
National Recoveries
Minneapolis, MN
08.2019 - 03.2021
- Delivered comprehensive training to new and existing staff on compliance standards, customer communication best practices, and FDCPA regulations to ensure legal and ethical collection practices.
- Supervised and mentored team members, providing real-time coaching and performance feedback to improve call quality and regulatory adherence.
- Managed escalated and high-conflict garnishment calls, utilizing advanced de-escalation techniques to resolve disputes while maintaining compliance.
- Conducted documentation audits to verify accuracy, completeness, and adherence to company policies and state regulations.
Call Center Scheduler
Fairview Health
Saint Paul, MN
02.2018 - 06.2019
Clinic Scheduler
Minnesota Oncology
Woodbury, MN
03.2016 - 01.2018
Education
High School Diploma -
WILL EDIT
Skills
- Schedule coordination
- HIPAA compliance
- Obtaining authorizations
- Teamwork orientation
- Patient relations
- Calendar management
- Office administration
- Data entry proficiency
Timeline
Surgery Scheduler
Fairview St. Johns & Woodwinds Hospital
03.2023 - 09.2025
Care Coordinator
Colon & Rectal Surgery Associates
11.2022 - 03.2023
Switchboard Scheduler
Minnesota Urology
09.2021 - 06.2022
Trainer
National Recoveries
08.2019 - 03.2021
Call Center Scheduler
Fairview Health
02.2018 - 06.2019
Clinic Scheduler
Minnesota Oncology
03.2016 - 01.2018
High School Diploma -
WILL EDIT