Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Silvia Martin

Cleveland,TN

Summary

Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in Microsoft Office and Point of Care.

Overview

16
16
years of professional experience

Work History

CxC Consumer Experience Lead

AdventHealth
Calhoun, GA
07.2024 - Current
  • Trained new employees on company policies, job duties, and performance expectations.
  • Facilitated collaboration between departments to ensure successful project completion for Gordon, Murray, and Redmond.
  • Maintained a positive working relationship with fellow staff and management from various facilities. As well as maintaining open and timely communication.
  • Complied with company policies, objectives and communication goals.
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Resolved consumer complaints and issues promptly, ensuring consumer satisfaction.
  • Established clear roles, responsibilities, expectations, timelines, and resources for team projects.
  • Participated in potential new hire interviewing sessions to help identify qualified candidates.
  • Monitored workflow processes and identified areas of improvement.
  • Provided guidance and support to team members on scheduling issues.
  • Updated and maintained databases with current information, such as SpinSci Tracker and MS list.
  • Completed day-to-day duties accurately and efficiently.
  • Provided assistance for three teams: GOR/MUR, RED, and MAN.
  • Participated in meetings regarding imaging, pre-authorization, and physicians' roundtable.
  • Created a schedule for the new workflow for the teams.
  • Set up meetings, follow-up sessions, shadow sessions, and training sessions.
  • Obtained knowledge regarding the new hire onboarding process.
  • Created a OneNote for the team to use as a resource and tools, as well as assisted in creating for other facilities.

CxC Consumer Experience Specialist

AdventHealth
Calhoun, GA
07.2023 - 07.2024
  • Scheduled and confirmed appointments.
  • Provided delay updates and information regarding special circumstances.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Followed established procedures to ensure compliance with confidentiality regulations.
  • Provided support to medical staff with scheduling needs and inquiries.
  • Coordinated with various departments to resolve conflicts between schedule requests.
  • Resolved any scheduling issues or discrepancies as they arose.
  • Performed data entry tasks and maintained accurate records of patients' appointments.
  • Facilitated communication between physicians, nurses, and administrative staff regarding patient scheduling matters.
  • Managed incoming calls from patients seeking appointments or requesting changes to existing ones.
  • Advised patients on available options when their preferred appointment time was unavailable.
  • Maintained confidentiality of all protected health information related to patients' care.
  • Communicated effectively with clinical staff about upcoming appointments and changes in availability.
  • Followed up with no-show appointments via phone call or email reminder.
  • Assisted in training new employees on scheduling operations and processes.
  • Maintained positive working relationship with fellow staff and management.

Front Office Manager/Referral Coordinator

Cleveland Pediatrics
Cleveland, TN
11.2021 - 07.2023
  • Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
  • Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
  • Pleasantly greeted each patient and offered the desk sheet for easy sign-in.
  • Straightened up waiting room to maintain neat and organized space.
  • Observed strict HIPAA guidelines at all times according to company policy.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Answered multi-line phone system and directed callers to requested personnel and departments.
  • Conducted patient intake interviews to collect medical information and insurance details.
  • Set up appointments for physician visits and procedures using calendar software.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Communicated with all partners throughout practice, including physicians, nursing staff, technicians and medical assistants.
  • Entered patient information, including insurance, demographic and health history into system to keep all records up-to-date.
  • Greeted callers with enthusiasm, answering all phone calls by second ring.
  • Informed patients of financial responsibilities prior to rendering services.
  • Compiled physical and digital documents, charts and reports to meet business and patient need.
  • Prepared and sent financial statements to support bookkeeping functions.
  • Processed patient payments and scanned identification and insurance cards.
  • Handled all office supply ordering including ink cartridges, toner and paper
  • Created and optimized employee schedules for shift coverage.
  • Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
  • Orchestrated staff meetings to maintain open communication and quickly address concerns.
  • Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
  • Conducted staff performance evaluations to monitor progress and individual skills.
  • Recruited, trained and developed administrative team to support corporate growth and objectives.
  • Delegated work to staff, setting priorities and goals.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Scheduled patients according to availability, urgency and insurance authorization guidelines.
  • Reviewed demographic, clinical and insurance information before sending to referred specialists.
  • Reviewed referral details and expectations with providers and patients and requested new referrals when necessary.
  • Answered questions and resolved concerns raised by both patients and specialists.
  • Reviewed data obtained from referring physicians for completeness and accuracy.
  • Explained policies, procedures and services to patients.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.

Client Services Supervisor

All Ways Caring Homecare
Chattanooga, TN
03.2019 - 10.2019
  • Fielded an average of 80 customer service calls per day.
  • Offered direction and gave constructive feedback to motivate team members.
  • Counseled patients and caregivers, providing emotional, psychological and spiritual support.
  • Helped patients and families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.
  • Provided training and supervision to 50-member staff in home care unit.
  • Returned phone messages and emails within the hour and responded to complaints before issues escalated.
  • Resolved variances in accounts and reconciled histories with authorizations.
  • Scheduled patients in Point of Care and Healthstar systems and updated pertinent details related to insurance, payment histories and personal or confidential information.
  • Contacted insurance providers to verify correct insurance information and obtain authorization for proper billing codes.
  • Verified proper coding on more than claims per week, investigating and resolving issues to maintain billing accuracy.
  • Eliminated billing inaccuracies by reconciling 80 accounts monthly.
  • Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports.
  • Managed payroll and time and attendance systems.
  • Called patients to schedule home care appointments, consistently double-checking information and availability.
  • Interviewed patients to collect medical information and insurance details.
  • Created and maintained accurate and confidential patient files.
  • Gathered information to file appeals for Medicaid denials and minimized inaccuracies by maintaining accurate records of approvals.
  • Answered 80 average daily phone calls to schedule appointments and address patient inquiries.

Packaging Technician

Mckee Foods
Collegedale, TN
08.2009 - 03.2019
  • Performs manual or automated filling and packaging of products with another technician inspecting the supply prior to bulk packaging and its release.
  • As a package line technician my duties include the running and loading of package line, performing quality checks on finished product and mild cleaning.
  • Performs set up, sanitation, daily start up, repair of packaging machinery in accordance with production requirements to ensure proper operation of machinery and assists other Production Line Technicians by performing changeovers.
  • Trainer that delivers on-the-job training and coaching to new hires and peers resulting in the development of high performance cross-trained teams.
  • Served as peer advisor, mentor and trainer for new hire classes both in the classroom and through job readiness initiatives.
  • As a peer trainer I was responsible for making sure my coworkers were familiar with new material and conducted training as well as introducing new employees to company policy.

Education

License Miller- Motte
2013

Skills

  • Detail oriented
  • Filling
  • Multitasking
  • Packaging
  • Fast learner
  • Fluent in Spanish
  • Microsoft Office proficiency
  • Point of Care proficiency
  • File and data retrieval systems
  • Appointment scheduling
  • Accounts reconciliation
  • Patient scheduling
  • Daily payroll activities
  • Independent worker
  • Patient information management
  • Self-discipline
  • Blood Withdrawal certification
  • Conflict resolution
  • Active listening
  • Office equipment proficiency
  • Schedule mastery
  • Microsoft Office expertise
  • Inbound and outbound calling
  • Clerical support
  • Filing and data archiving
  • Administrative support specialist
  • Verifying data accuracy
  • Collecting information
  • Insurance processing
  • Data processing
  • Customer service-oriented
  • Multi-line phone proficiency
  • Front desk operations
  • HIPAA guidelines
  • Proficient in OP
  • Records management
  • Telephone etiquette
  • Patient callbacks
  • First Aid/CPR
  • Clerical
  • Referral verification
  • Wound care and irrigation
  • Venipuncture and phlebotomy
  • Data entry
  • Customer Service
  • Epic proficiency
  • Five9 proficiency
  • Vyne proficiency

Languages

Bilingual fluent in Spanish

Timeline

CxC Consumer Experience Lead

AdventHealth
07.2024 - Current

CxC Consumer Experience Specialist

AdventHealth
07.2023 - 07.2024

Front Office Manager/Referral Coordinator

Cleveland Pediatrics
11.2021 - 07.2023

Client Services Supervisor

All Ways Caring Homecare
03.2019 - 10.2019

Packaging Technician

Mckee Foods
08.2009 - 03.2019

License Miller- Motte

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Silvia Martin