Sonika Dandora

• PSS Supervisor at UWMC WHCC: Supervising staff in the Patient Services Specialists class series and assigning staff, directing the day-to-day clerical support operations, and performing the work of supervised staff. Supported 8 PSS and supporting OB Prog Coordinator at WHCC, Mentor, trainer, orient PSs team;Coordinating employee schedules according to shift changes and availability.
• Performed Epic super users during Epic D1 updates
• Completed Huron project with medicals director in 2019 ; cadence /scheduling productivity for patient access
• WHCC leadership team member; attending WHCC leadership meetings, huddles and representing PSS team in WHCC leaderships operational meetings
• Attending monthly Mangers and medical directors clinic assess meetings;
• Cadence Templater; responsible for more than 55 +templates; Editing/verifying WHCC providers schedules/ templates: through Amion and MAster calendars ; Breast, GIM MD;s , ARNPS, GYN MD, residents & ARNP clinics under Cadence, Completing and assisting in the preparation of providers schedules & reschedules. Off hours; template maintenance as per providers last minute cancellation needs.
• Interviewing applicants and making recommendations for hire; working with management with the selection of applicants, conducting phone interviews; PSS training, assignments and schedule work, act upon leave/ vacation requests, Kronos maintenance for PSS staff.
• PSS team 30,60 days rounding and performance evaluations and recommending disciplinary actions etc.
• Requesting for the float PSS coverage; during the short staffing days
• Providing feedback to Manager for peer counseling & performance.
• Business Ops team meeting; attending PSS supervisor’s meetings; working closely with Buss ops team for any WHCC & Peds Templates management;
• Referrals workqueues management
• Coordinating Contact Center schedule errors report: Working closely with Quality Assurance Coordinators at UWMC Contact Center.
• Point person for WHCC Contact Center SOP review: Updates/changes with clinic Medical directors.
• Ordering clinics brochures & forms: for WHCC, URC, and Men’s clinic through Smart works, Creative communication online websites
• Supervisor Teleservices Avaya App;Monitoring the incoming phone calls log and reports; assigning the phone log numbers to the new internal agents for the incoming call answering (nurses, PSS or othesr); adding/updating agents; for WHCC , URC , Mens and Peds clinic; Displaying strong telephone etiquette, effectively handling difficult calls.
• PSS team back up; Answered over 50 telephone calls per day to schedule appointments and answer patient questions, check in patients at the front desk.
• Monitoring AcCrug report (unlocking users) RF workqeue reports, No show report PB adjustment report etc...
• Contact person for HIM staff team: (Health Management Information/Mailing services) for outgoing mailing corrections.; RightFax projects etc,
• Strong Epic care support for the WHCC nurses and MA's teams
• Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork; insurances Prior authorizations
• Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
• Applied HIPAA privacy and security regulations while handling patient information.
• Receiving patient inquiries or complaints and directed to appropriate medical staff members.
• Counseled patients on potential financial liabilities / billing and payment requirements.
• Participate in interviewing applicants for various positions at the clinic.
• Tracked progress on projects and provided timely feedback to staff members.
• Monitored employee productivity levels on a regular basis to identify areas of improvement.
• registering ongoing training to address staff needs.
• Resolved customer complaints and adjusted policies to meet changing needs.
• Evaluated needs of departments and delegated tasks to optimize overall production.

• Cadence templater , providers templates editing and on going maintenance ; Off hours schedule maintenance as per providers last minutes calls sicks.
• Supervised PSS team ( 2 PSS) Provided ongoing training to address staff needs.
• Evaluated employee performance through periodic reviews and documented results accordingly.
• PSS hiring : Conducted interviews with prospective employees for the PSS positions
• PSS team Kronos maintenance; Sick time and vacation approval;
• PSS staffing assignments, covered PSS staff during sick days/backed up PSS duties
• Resolved parents complaints in a timely manner while maintaining positive relationships with patients parents ( billing & scheduling issues)
• Participated in with department heads regarding changes in policies or procedures affecting patient care.
• Represented UW Peds clinic in the Buss ops meetings
• Call center point person; for any related changes and updates in patients scheduling , updated Services manual with Call center Analysts;
• Problem solver ; Epic super user for nurses, Peds Coordinators
• Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
• Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
• Answered telephone calls per day to schedule appointments and answer patient questions.
• Scheduled appointments for patients as needed according to their individual needs.
• Provided oversight of front desk operations such as scheduling appointments, registering new patients, collecting payments.

• Provided customer service to clients by answering inquiries, resolving problems and providing product information.
• Managed daily operations related to client accounts, including invoicing, scheduling, billing, and other administrative tasks.
• Maintained up-to-date knowledge of company's products and services portfolio.
• Participated in team meetings regarding service improvements or changes in policy or procedure.
• Supported registration processes with technical assistance and troubleshooting.
• Answered phone calls and responded to questions and concerns.
• Welcomed incoming individuals and ascertained needs by asking open-ended questions.
• Repaired machines, equipment or structures using tools or equipment.

• Referral Coordination; Entering incoming paper referrals, entering/ completing in queue internal, external referrals, faxing outgoing referrals to various outside provider facilities along with chart notes, entering self-referrals, mailing referrals contact letters (third/final contact letters) to patients, completing/mailing Labor& Industry forms for patients, coordinates incoming “Breast care referrals” with SCCA Breast intake department, attending referral meetings (RUG) for Patient Coordinator
• Coordinated WHCC Charity Care medical screening program: worked with clinic Medical Directors over the past 3 years, calling patients for medical screening form preparation, calling to referring provider for records or more information as per MD request, completing notes on referral, Guarantor page for billing/financial screening department
• Coordinated Contact Center schedule errors report: Working closely with Quality Assurance Coordinators at UWMC Contact Center
• Point person for WHCC Contact Center SOP review: Updates/changes with clinic Medical director
• Ordering clinics brochures & forms: for WHCC, URC, and Men’s clinic through Smart works, Creative communication online websites
• Contact person for HIM staff team: (Health Management Information/Mailing services) for outgoing mailing corrections
• Strong Epic care support for phone room staff
• Electronic eligibility verification (EEV) report support
• Participate in interviewing applicants for various positions at the clinic
• Coordinating Patient care, maintaining a high level of patient confidentiality duties include Triaging of emergent and urgent requests, scheduling appointments, assisting English and non-English speaking patients, providing patient medical information to health insurance agencies and cabulance services, creating and updating clinical forms, compiling, and collating daily facility billing forms, updated and posted of social worker room schedule.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.

Cadence teamplte mantencence with PSS Supervoos and backed up PSS Sup during her off days

• Greeted and welcomed patients in a friendly manner.
• Provided assistance to patients with inquiries about their medical records, insurance coverage, and hospital services.
• Scheduled patient appointments and managed appointment calendars for physicians.
• Processed payments from patients for co-payments, deductibles, and other fees related to their healthcare services.
• Verified patient's insurance eligibility through web portals or phone calls to insurance companies.
• Answered incoming calls from patients regarding billing issues, scheduling appointments, and other queries.
• Ensured that all HIPAA regulations were met when handling confidential patient information.
• Performed data entry into electronic health record systems as needed.
• Responded to emails sent by patients regarding their care plans and medications prescribed by doctors.
• Coordinated with doctors' offices on referrals for specialist visits or diagnostic testing.
• Ordered supplies for the office such as forms, stationary, and medical equipment.
• Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
• Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
• Verified demographics and insurance information to register patients in computer system.
• Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
• Checked stock to determine inventory level and placed orders for needed supplies.
• Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
• Compiled information from patients and caregivers or family members to identify care concerns.

• Greeted patients & visitors and provided them with information about the clinic
• Checked patients in for appointments and collected co-payments.
• Entered insurance, demographics and health history into patient database.
• Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
• Assisted patients in completing paperwork for services rendered.
• Managed incoming calls, emails, and inquiries patients scheduling
• Organized front desk operations including scheduling appointments and managing calendars.

• Provided after-hours support assistance with resident relations including problem-solving/issues, responded to residents' requests, maintained common areas and provided residents with a safe, positive, and sanitary living environment.

• Assisted teachers and recruitment officers providing office support duties included: recruiting potential clients, acting as a front desk receptionist, document copying and faxing, manual and electronic filing and maintaining MS Excel schedules.

• Managed all aspects of guest's experience, provided exceptional customer service to restaurant guests
• Duties included: taking reservations, answering any customer questions, serving restaurant patrons, paying special attention to guest needs and acting as a cashier.

• Managed Operations including bookkeeping and financial deposits, managing store accounts, ordered merchandise, communicated with vendors, tracked, and analyzed sales, provided customer service.
• Developed strategic plans to increase profitability and efficiency.

• Greeted customers and answered any questions they had about the store's products and services.
• Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
• Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.

• Taught Punjabi language skills and social studies, supervised extra-curricular activities including, sports, dramas, and monthly school-wide student contests, wrote for local newspapers regarding school activities.
• Assessed student performance through tests, quizzes, and other assessments.