Sonia Avina
Yucca Valley,California
Summary
Accomplished Referral Coordinator at Borrego Health, adept in insurance verification and patient scheduling, streamlined referral processes by enhancing patient care and documentation accuracy. Leveraged medical terminology knowledge and exceptional organizational skills to improve patient satisfaction and operational efficiency, achieving a high level of continuity in patient care.
Overview
13
13
years of professional experience
Work History
Referral Coordinator
Borrego Health
Cathedral City
08.2015 - Current
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Scheduled appointments with specialists on behalf of clients.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Contributed to practice growth by maintaining positive relationships with both patients and referring providers.
- Collaborated with medical staff to ensure appropriate referrals based on individual patient needs and insurance coverage.
- Developed strong relationships with healthcare providers to ensure broad network of specialists for patient referrals.
- Engaged in professional development activities to stay informed about best practices in referral coordination.
Customer Service Representative
Borrego Health
Cathedral City
07.2013 - 08.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Developed strong working relationships with team members, fostering a positive work environment.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Facilitated smooth communication between departments by accurately relaying messages and information.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
- Maintained strict confidentiality of sensitive information, upholding privacy standards.
- Improved communication flow by establishing daily briefing for front desk and administrative staff.
- Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
Phone Operator
Borrego Health
Cathedral City, CA
12.2011 - 07.2013
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Developed strong working knowledge of company policies and procedures to provide accurate guidance to callers.
- Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
- Provided timely and accurate information to callers, resulting in increased customer trust and loyalty.
- Maintained accurate directory of all personnel and phone extensions.
Education
Palm Desert High School
Palm Desert, CASkills
- Pre-authorizations
- Insurance Verification
- Medical Terminology
- Patient Scheduling
Timeline
Referral Coordinator
Borrego Health
08.2015 - Current
Customer Service Representative
Borrego Health
07.2013 - 08.2015
Phone Operator
Borrego Health
12.2011 - 07.2013
Palm Desert High School