Sonia Pena

Back Office Lead/Surgery Scheduler

Ear, Nose and Throat Consultants of Nevada

01.2010 - Current

Patient triage
Patient counseling
Set up and break down for minor procedures.
Assist in minor procedures.
Interface with appropriate hospital staff to ensure all necessary equipment will be on site as well as necessary equipment for in office procedures
Complete accurate documentation of informed consent
Ensure proper medical clearance and pre-surgical testing
Diagnostic authorizations
Diagnostic scheduling
Surgery scheduling
Verification and benefits
Supply inventory
Assist with daily troubleshooting.
Prescription refills
Prescription authorizations
Vitals
Telephones
Appointment scheduling
Managed daily operations of the back office team, allocating resources effectively to meet deadlines and achieve goals.
Conducted performance evaluations of staff members, identifying areas for improvement and providing constructive feedback to drive continuous growth.
Streamlined back office processes by implementing new organizational systems and procedures, resulting in increased efficiency.
Supported cross-functional projects as needed, showcasing adaptability and versatility in the execution of diverse responsibilities.
Coordinated with other departments to ensure seamless integration of back office functions into overall business operations.
Implemented effective quality control measures to maintain high standards of accuracy in data processing tasks.
Provided ongoing training and professional development opportunities for back office staff, promoting skill growth and advancement within the company.
Improved customer satisfaction by resolving complex inquiries and escalating issues to appropriate departments when necessary.
Established and maintained strong relationships with vendors and suppliers, negotiating favorable terms to benefit overall company operations.
Oversaw inventory management, ensuring adequate supplies were available for all back-office tasks while minimizing costs associated with overstocking.
Ensured compliance with company policies and industry regulations through diligent monitoring of back office activities.
Mentored junior team members, providing guidance on best practices and career development opportunities within the organization.
Assisted with recruitment efforts, hiring top talent for various roles within the back-office team.
Supervised processing of orders, order tracking and delivery of goods
Maintained inventory for back-office supplies, computers and work-stations.
Organized company functions and events to improve employee morale.
Designed and implemented office policies and enforced standards.
Liaised with vendors to plan and schedule services.
Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Kept high average of performance evaluations.
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.
Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
Organized all necessary documentation for successful completion of medical audits related to surgery scheduling practices.
Elevated patient experience by providing empathetic support throughout the entire surgical journey-from initial consultation to post-operative follow-up appointments.
Ensured optimal patient care by maintaining detailed records of medical histories, insurance information, and surgical consents.
Updated daily operating room calendars with accurate appointment schedules.
Updated patient records to reflect upcoming surgeries and medical histories.
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.
Developed relationships with referring physicians'' offices, fostering strong communication channels that benefited both parties in coordinating patient care.
Assisted with the coordination of post-operative care plans, facilitating smooth transitions for patients during recovery periods.
Coordinated with facilities to set up surgeries for three otolaryngologist.
Enhanced patient education on pre- and post-surgery care, contributing to better recovery outcomes.
Optimized surgical team workflows, arranging equipment and staff availability in advance.
Streamlined pre-surgery processes, ensuring all patients were adequately prepared for their procedures.
Streamlined insurance verification processes, ensuring all procedures were approved and properly documented.
Enhanced patient experience by efficiently scheduling and confirming surgical appointments.
Reduced scheduling errors significantly, meticulously verifying details with surgeons and anesthesiologists.
Facilitated communication between patients and medical staff, improving clarity and reducing anxiety.
Boosted efficiency of surgery preparation tasks, ensuring all necessary documentation was completed and filed.

Summary

Overview

Work History

Back Office Lead/Surgery Scheduler

Education

Skills

Timeline

Back Office Lead/Surgery Scheduler

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