Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samantha Zizzo

North Las Vegas,Nevada

Summary

Healthcare professional with solid foundation in patient care coordination, consistently ensuring smooth operations and patient satisfaction. Proven ability to collaborate effectively with medical teams and adapt to dynamic healthcare environments. Known for excellent organizational skills and patient-focused approach.

Overview

8
8
years of professional experience

Work History

Patient Care Coordinator

Derm Right Mobile Dermatology
12.2024 - Current
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Delivered excellent patient experiences and direct care.
  • Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
  • Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
  • Provided compassionate support for families during difficult healthcare decisions, acting as a liaison between them and their loved ones'' medical team.
  • Facilitated communication between patients and healthcare teams, ensuring clarity and understanding of treatment options.
  • Developed patient education materials, empowering individuals with knowledge about their conditions and care options.
  • Improved patient care outcomes with meticulous follow-up on treatment plans and medications.
  • Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
  • Advocated for patients' rights and needs, ensuring their voices were heard in care decisions.
  • Managed patient records with strict adherence to confidentiality and accuracy standards.
  • Monitored patient progress and adjusted care plans as necessary, contributing to improved health outcomes.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.

Call Center Supervisor

Skin and Cancer Institute
03.2024 - 12.2024
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
  • Created team rotations to man center effectively during peak hours.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.

Surgery Scheduler

WHASN
05.2023 - 12.2023
  • Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
  • Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
  • Arranged pre-operative and post-operative appointments for surgical patients.
  • Expertly managed planning, scheduling, and coordination of outpatient procedures.
  • Verified insurance coverage and obtained pre-authorizations.
  • Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
  • Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
  • Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
  • Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
  • Resolved scheduling conflicts to maintain high-quality patient services.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Organized all necessary documentation for successful completion of medical audits related to surgery scheduling practices.
  • Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
  • Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
  • Coordinated surgical team schedules for seamless procedure planning and execution.
  • Updated patient records to reflect upcoming surgeries and medical histories.
  • Updated daily operating room calendars with accurate appointment schedules.
  • Ensured optimal patient care by maintaining detailed records of medical histories, insurance information, and surgical consents.
  • Enhanced patient satisfaction by providing clear explanations of surgical procedures and addressing concerns promptly.
  • Collated pre-operative lab and imaging results to facilitate surgery planning.
  • Educated patients about surgeries and provided treatment plan documentation.
  • Reduced surgery cancellations with thorough pre-operative assessments and communication with patients.
  • Checked patients in and out and collected payments.
  • Streamlined operational efficiencies by collaborating with surgeons, anesthesiologists, and nursing staff to coordinate timely surgeries.
  • Developed relationships with referring physicians'' offices, fostering strong communication channels that benefitted both parties in coordinating patient care.
  • Utilized advanced software tools to optimize appointment availability and efficiently manage surgeon calendars.
  • Assisted with the coordination of post-operative care plans, facilitating smooth transitions for patients during recovery periods.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Received and routed laboratory results to correct clinical staff members.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • Registered and verified patient records before triage with most up-to-date information.
  • Obtained payments from patients and scanned identification and insurance cards.

Assistant to the CEO

R3 Appraisal Company
01.2022 - 12.2022
  • Played a key role in resolving conflicts and addressing employee concerns with tact, professionalism, and empathy under the guidance of the CEO.
  • Strengthened interdepartmental collaboration through effective communication between the CEO and other senior executives.
  • Aided in the recruitment process by screening resumes, scheduling interviews, and providing input on potential new hires.
  • Facilitated effective decision-making with timely research and preparation of briefing materials for the CEO''s review.
  • Increased meeting effectiveness by preparing agendas, taking minutes, and overseeing follow-up actions as directed by the CEO.
  • Improved company culture by assisting in the development and implementation of employee engagement initiatives led by the CEO.
  • Boosted efficiency by handling various administrative tasks, allowing the CEO to focus on strategic planning and execution.
  • Managed sensitive information with discretion, ensuring confidentiality in all aspects of the role as Assistant to the CEO.
  • Developed strong relationships with vendors, suppliers, partners, resulting in reliable support services that contributed to smooth operations within the company.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Organized and coordinated conferences and monthly meetings.
  • Answered high volume of phone calls and email inquiries.
  • Screened calls and emails and responded accordingly to support executive correspondence.
  • Filed paperwork and organized computer-based information.
  • Took notes and dictation at meetings.
  • Coordinated events and worked on ad hoc projects.

Invoicing and Collections Specialist

Konecranes
02.2017 - 02.2020
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Negotiated to collect balance in full.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
  • Developed customized reports for management, tracking key performance indicators related to collections efforts and results obtained.
  • Contributed to a positive work environment by providing support, guidance, and expertise to junior team members as they navigated complex collections situations.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Counseled debtors on payment options and arranged installment agreements.
  • Trained new team members on scripts, company services, and collection strategies.
  • Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Increased efficiency in resolving disputes by conducting thorough investigations into customer claims, ultimately resulting in prompt resolutions.
  • Mitigated potential losses by promptly identifying high-risk accounts requiring escalated collection actions or legal proceedings involvement if necessary.
  • Optimized call schedules to reach customers at most effective times, increasing successful contact rates.
  • Developed personalized payment arrangements for customers facing financial hardships, maintaining customer loyalty.
  • Fostered positive relationships with clients, resolving disputes and clarifying financial obligations.
  • Maintained meticulous records of all collections activities, ensuring transparency and accountability in customer communications.
  • Boosted recovery rates on past-due accounts through meticulous follow-up and record-keeping.
  • Conducted thorough investigations into disputed charges, leading to accurate account adjustments.
  • Coordinated with sales and customer service departments to address underlying issues leading to non-payment.
  • Negotiated repayment plans with customers to minimize financial losses, enhancing company cash flow.
  • Facilitated team training sessions on effective collections strategies, raising departmental performance.

Education

No Degree - Nursing

Clark State Community College
Springfield, OH

No Degree - Health And Fitness.

International Sports Science Association
Carpinteria, CA
11-2015

High School Diploma -

Kenton Ridge High School
Springfield, OH
05-2013

Skills

  • Critical thinking skills
  • HIPAA compliance
  • Organizational skills
  • Appointment scheduling
  • Customer service
  • Patient relations
  • Attention to detail
  • Patient care
  • Patient care coordination
  • Verbal and written communication
  • Scheduling
  • Medical terminology
  • Patient education
  • Patient records management
  • Patient documentation
  • Follow-up care
  • Documentation
  • Patient registration
  • Filing and recordkeeping
  • Proficient in EMR/EHR
  • Office administration
  • Relationship building
  • New hire training
  • Healthcare operations
  • Strategic planning
  • Patient assessment
  • Quality assurance
  • Patient flow management
  • Inventory management
  • Medical data collection
  • Meeting preparation
  • Vendor relationship management
  • Medical instrument sterilization
  • Performance improvement
  • Multitasking
  • Healthcare
  • Clinical practice operations
  • Healthcare system navigation
  • HIPAA protocol adherence
  • Payment arrangements & negotiation
  • Healthcare documentation
  • Medical record requests
  • Punctual and hardworking
  • Reliability and dedication
  • Registration and scheduling
  • Caring and empathetic
  • Document filing
  • Multi-line telephone systems
  • Schedule coordination
  • Outbound calling
  • Evaluating quality of care
  • Word processing

Timeline

Patient Care Coordinator

Derm Right Mobile Dermatology
12.2024 - Current

Call Center Supervisor

Skin and Cancer Institute
03.2024 - 12.2024

Surgery Scheduler

WHASN
05.2023 - 12.2023

Assistant to the CEO

R3 Appraisal Company
01.2022 - 12.2022

Invoicing and Collections Specialist

Konecranes
02.2017 - 02.2020

No Degree - Nursing

Clark State Community College

No Degree - Health And Fitness.

International Sports Science Association

High School Diploma -

Kenton Ridge High School

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Samantha Zizzo