Sandra Gonzalez
Guthrie,OK
Summary
Detail-oriented professional with extensive experience managing high-volume referral processes across multiple medical practices. Known for strong organizational skills, effective communication, and the ability to collaborate with clinical teams to ensure timely patient access to care.
Overview
1
1
Language
14
14
years of professional experience
Work History
Referral Specialist
RVC
Edmond, OK
11.2024 - Current
- Serve as the sole Referral Specialist for six medical offices and seven physicians, independently managing the full referral process while coordinating with multiple provider teams and clinical departments.
- Manage high-volume referral intake by collecting and reviewing patient demographics, insurance information, medical records, and referral documentation to ensure accuracy and completeness.
- Verify insurance eligibility and coverage and coordinate timely appointments based on patient diagnosis, physician requirements, and urgency of care.
- Collaborate closely with physicians, clinical teams, patients, and surgery coordinators to facilitate urgent and emergent referrals, including cases requiring potential surgical intervention.
- Oversee appointment scheduling, rescheduling, confirmations, reminder communications, and patient follow-up to support efficient access to care and minimize delays.
- Document patient communications and medical concerns through detailed phone logs, ensuring questions are accurately routed to the appropriate clinical team for review and response.
- Coordinate the secure transmission and faxing of medical records, referrals, and supporting documentation to ensure providers have the information necessary for patient evaluation and treatment.
- Prioritize and manage multiple competing demands while maintaining accuracy, confidentiality, organization, professionalism, and compassionate patient service in a fast-paced healthcare environment.
Referral Intake Coordinator
Referral Management Office (RMO)
Lawton, OK
11.2023 - 03.2024
- Managed incoming referrals for multiple medical services and practices, with specialized responsibility for Allergy & Asthma and Rheumatology referrals.
- Served as a primary point of contact for patients and medical providers, responding to incoming calls regarding referral status, requirements, and appointment scheduling.
- Reviewed referrals received from medical providers to ensure demographic information, insurance details, medical history, and supporting documentation were accurate and complete.
- Verified patient insurance coverage and eligibility and identified missing or outdated information requiring follow-up.
- Contacted patients to confirm referral information, medical history, and supporting documentation, updating records as needed to ensure accurate and complete patient charts.
- Coordinated and scheduled patient appointments according to specialty requirements, referral information, and provider availability.
- Maintained accurate referral documentation while managing multiple referrals and competing priorities in a fast-paced healthcare environment.
Advanced Medical Support Assistant
US Veterans Affairs Department
Lawton, OK
06.2019 - 12.2022
- Served as the primary administrative point of contact for Veterans within a Patient Aligned Care Team (PACT) consisting of a physician, RN, LPN, and administrative support staff, serving as a critical liaison between Veterans and their medical care team.
- Managed a high volume of administrative and patient coordination responsibilities, ensuring Veterans received timely assistance with appointments, clinical requests, follow-ups, and other healthcare needs.
- Checked Veterans in and out of appointments; scheduled return appointments based on physician orders; coordinated testing and radiology appointments; and managed appointment changes, cancellations, and rescheduling.
- Scheduled and coordinated Virtual Video Conference (VVC) appointments and ensured Veterans received appropriate appointment information and follow-up communication.
- Conducted daily next-day appointment reminder calls, documented confirmations, and completed chart alerts and ticklers for required follow-up actions.
- Served as the primary contact for an assigned ACD telephone line, responding to incoming calls and coordinating requests including medication refills and renewals, specialty consultations, laboratory orders, medical records, and other patient needs.
- Accurately documented all patient calls, requests, communications, and actions in the electronic medical record to maintain clear and complete continuity of care.
- Updated and verified patient demographic information and coordinated the request, receipt, faxing, scanning, and routing of medical records and clinical documentation as directed by providers.
- Managed PACT correspondence and administrative workflow, including sorting and routing team mail, forwarding internal correspondence to appropriate departments, and preparing documentation for inclusion in patient charts.
- Prepared and mailed patient correspondence, including no-show notifications, appointment reminders, cancellation notices, and unable-to-reach letters.
- Supported clinical operations during the COVID-19 pandemic by assisting nursing staff with patient screening and related front-line processes.
- Provided administrative coverage for two additional PACT teams in response to staffing shortages, demonstrating flexibility and the ability to effectively manage competing priorities in a high-volume healthcare environment.
- Provided cross-department support to Mental Health, Dermatology, and Dental services as needed.
- Trained and onboarded new employees, providing instruction on administrative procedures, workflows, systems, and daily responsibilities to support successful integration into the team.
Loss Mitigation Specialist
Midland Mortgage Corp.
Oklahoma City, OK
07.2018 - 06.2019
- Provided customer support in a high-volume call center environment, assisting homeowners with options and programs designed to help them maintain their homes and avoid foreclosure.
- Educated customers on available loss mitigation programs and guided them through the application process, ensuring required information and documentation were accurately completed and submitted.
- Prepared and distributed program applications and supporting documentation via email and fax, and communicated approved loan modifications and revised loan terms to customers through both electronic and mailed correspondence.
- Reviewed and followed up on outstanding documentation and payment requirements, conducting outbound calls to obtain missing information and facilitate timely processing.
- Processed customer payments securely over the telephone while maintaining accuracy and confidentiality.
- Responded to customer questions and concerns with professionalism, empathy, and patience, particularly when assisting homeowners facing financially challenging circumstances.
- Maintained accurate records of customer interactions, documentation, payments, and follow-up activities while managing multiple cases in a fast-paced environment.
- Coordinated with internal teams to obtain and submit required documentation and help move customer accounts through the loss mitigation process efficiently.
Procurement Coordinator
Southwest Oklahoma Community Action Group
Altus, OK
06.2017 - 05.2018
- Served as administrative support to the Director, providing day-to-day coordination and assistance with financial, procurement, reporting, records management, and program operations.
- Prepared and processed Payment Authorizations for invoices, ensuring documentation was complete and accurately submitted for payment.
- Managed procurement and ordering of supplies for six Head Start centers, coordinating purchasing needs to support daily program operations.
- Coordinated Policy Council meetings, including preparing meeting materials, documenting and maintaining meeting minutes, and developing reports and supporting documentation for review.
- Prepared and maintained daily and monthly operational reports, including attendance, meal counts, enrollment, class and site participation, and program expenses.
- Managed student registration inquiries, maintained enrollment waitlists, and communicated with families regarding registration and program availability.
- Developed and maintained an organized filing system for student records and charts, ensuring information was accessible and properly maintained.
- Maintained administrative files and records; prepared, copied, faxed, and distributed documents and correspondence as needed.
- Responded to incoming telephone calls and provided professional assistance to families, staff, and community members regarding student registration and program-related inquiries.
- Supported the Director and program staff with multiple administrative priorities while maintaining accuracy, organization, confidentiality, and timely completion of required documentation and reports.
Advanced Medical Support Assistant
Oklahoma State Department of Health
Altus, OK
03.2014 - 05.2017
- Initially served as an Administrative Technician II, providing administrative and client support for WIC and Family Planning services, before being selected for promotion to Administrative Technician III/Medicaid Specialist based on demonstrated performance and qualifications.
- Supported daily clinic operations by answering incoming calls, scheduling and rescheduling appointments, checking clients in and out, preparing and maintaining patient charts, filing records, and coordinating medical records and referrals.
- Processed billing charges and payment transactions, maintained the clinic cash box, notarized documents, and assisted clinical staff with interpretation and communication for patients as needed.
- Promoted to Medicaid Specialist, providing enrollment, renewal, and application processing services for Medicaid applicants across five counties: Jackson, Harmon, Tillman, Beckham/Sayre, and Greer.
- Served as a primary resource for applicants, collecting and reviewing required demographic, household, financial, and income information and supporting documentation to accurately process Medicaid applications.
- Maintained a detailed Microsoft Excel tracking system documenting every Medicaid application processed, including approved and denied applications, and submitted reports to management as required.
- Traveled throughout the assigned service area to provide Medicaid processing support and ensure consistent application procedures and service delivery across multiple county offices.
- Trained administrative clerks across all five counties on Medicaid application procedures, documentation requirements, entering requested verification, and accurately processing applications.
- Developed and delivered both one-on-one and group training, including creating a PowerPoint presentation to standardize training and provide clear guidance on Medicaid processes and procedures.
- Provided compassionate and professional assistance to applicants navigating the Medicaid enrollment process, maintaining confidentiality and treating individuals with dignity and respect regardless of their circumstances.
- Demonstrated strong attention to detail, organization, and accountability while managing sensitive personal and financial information and meeting state program requirements and processing standards.
Front Desk Agent
Red RIver Inn
Altus, OK
11.2012 - 02.2014
- Provided front desk and guest services for military personnel, families, and other authorized guests at an Air Force base lodging facility, maintaining a professional and welcoming environment.
- Managed room reservations and accommodations both in person and by telephone, accurately collecting and entering guest demographic and financial information.
- Reviewed and processed military orders and supporting documentation, ensuring required information was properly documented and maintained.
- Coordinated lodging solutions when on-base accommodations were unavailable by contacting other lodging facilities, faxing required documentation, and arranging off-base reservations as needed.
- Processed guest payments, established automatic payment arrangements, and maintained accurate financial and reservation records.
- Monitored and reconciled daily sales reports for snacks and other front desk items.
- Responded to guest requests and coordinated with housekeeping and other departments regarding room services, unit transfers, maintenance concerns, and other accommodations.
- Followed up on outstanding guest requests to ensure issues were resolved promptly and guests received appropriate assistance.
- Handled sensitive personal and financial information with accuracy, confidentiality, and professionalism while managing multiple priorities in a fast-paced lodging environment.
Insurance Agent
Fred Loya Insurance
Escondido, CA
04.2012 - 09.2012
- Provided personalized automobile insurance quotes, explained coverage options, and sold and issued insurance policies based on customer needs and eligibility.
- Performed policy underwriting, accurately evaluating applicant information and ensuring policies met company guidelines and requirements.
- Prepared, reviewed, and processed all required policy documentation, ensuring accuracy and completeness from initial application through policy issuance.
- Managed incoming leads and conducted outbound follow-up and cold calls to generate new business, build customer relationships, and increase policy sales.
- Processed customer payments and maintained accurate transaction records while handling sensitive personal and financial information with professionalism and confidentiality.
- Provided ongoing customer service and support, addressing questions and assisting customers with their insurance policies and account needs.
- Independently performed daily opening and closing procedures, ensuring the office was properly secured and prepared for business operations.
- Balanced sales, customer service, administrative, and financial responsibilities while maintaining accuracy and efficiency in a fast-paced insurance environment.
Education
High School Diploma -
Alta Vista High
Vista, CA06-2002
Skills
- Insurance verification
- Data entry proficiency
- Medical terminology
- Pre-authorizations
- Appointment scheduling
- Follow-up skills
- Multi-line telephone operation
- Relationship building
- Collaboration and teamwork
- Office coordination
- Medical charting
- Electronic recordkeeping
- Administrative support
- Data entry
- Patient referral
- Multitasking
- Excellent communication
- Critical thinking
- Office administration
- Filing systems
- Patient care coordination
- Patient scheduling
- Referring physician communication
- MS office expertise
- Referral tracking
- Medical scheduling
- Outbound calls
- Electronic patient charts
- Customer service
- Problem-solving
- Organization and time management
- HIPAA compliance
Languages
Spanish
Native or Bilingual
Timeline
Referral Specialist
RVC
11.2024 - Current
Referral Intake Coordinator
Referral Management Office (RMO)
11.2023 - 03.2024
Advanced Medical Support Assistant
US Veterans Affairs Department
06.2019 - 12.2022
Loss Mitigation Specialist
Midland Mortgage Corp.
07.2018 - 06.2019
Procurement Coordinator
Southwest Oklahoma Community Action Group
06.2017 - 05.2018
Advanced Medical Support Assistant
Oklahoma State Department of Health
03.2014 - 05.2017
Front Desk Agent
Red RIver Inn
11.2012 - 02.2014
Insurance Agent
Fred Loya Insurance
04.2012 - 09.2012
High School Diploma -
Alta Vista High