SOPHIA PORRAS
Albuquerque,NM
Summary
Front Desk Lead with expertise in patient scheduling and check-in processes, fostering a welcoming environment and exceeding patient expectations. Delivered exceptional customer service and efficiently managed transactions while maintaining compliance with medical standards. Certified Dermatology Technician with a strong focus on clinic efficiency and patient education, contributing to enhanced satisfaction through effective communication and problem-solving.
Overview
13
13
years of post-secondary education
20
20
years of professional experience
Work History
Lead Certified Dermatology Technician
Dermatology of New Mexico
Albuquerque, New Mexico
03.2023 - Current
- Assisted dermatologists with the diagnosis and treatment of skin diseases, such as psoriasis, acne, and eczema.
- Assisted physicians in performing biopsies to examine tissue samples under a microscope.
- Conducted skin assessments and documented findings accurately.
- Educated patients on skincare routines and post-treatment care.
- Instructed patients on aftercare following procedures such as cryotherapy or chemical peels.
- Documented all patient interactions in an electronic health record system.
- Maintained patient records detailing medical history and treatment plans.
- Assisted in patient consultations and gathered medical histories.
- Supported dermatologists during procedures by providing necessary instruments.
- Ensured that all instruments used in treatments were properly sterilized between procedures.
- Maintained a safe environment through compliance with OSHA regulations concerning infection control and hazardous materials handling.
- Collected specimens from patients for laboratory testing using proper technique and safety protocols.
- Managed appointment schedules and coordinated with healthcare providers.
- Scheduled appointments for patients via phone and in person.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Trained new staff on clinic protocols and patient interaction techniques.
- Ordered supplies necessary for daily operations of the practice.
- Monitored inventory levels of office supplies needed for daily operations.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Documented notes during patient visits.
- Communicated with management or other staff to resolve problems.
- Demonstrated knowledge of relevant laws pertaining to patient privacy rights.
FRONT DESK PATIENT CARE/ OFFICE COORDINATOR
Rio Grande Dermatology
05.2021 - 03.2023
- Greeted patients and visitors promptly, professionally, and respectfully to create a welcoming environment.
- Verified insurance eligibility and updated patient demographic information at each visit.
- Patient Check-out: Confirms at check-out that patient is aware of any financial responsibility owed at the time of service not collected at check-in; provides patient with follow-up appointments as necessary; follows up on incomplete information with appropriate provider; follows-up with written directives from clinicians
- Scheduled patient appointments following protocol and guidelines provided to assist clinical staff in maintaining optimal patient flow.
- Answered a multi-line phone system and directed callers to requested personnel and departments.
- Coordinated patient evaluations by contacting relevant specialists and confirming appointment details. and procedures for patients.
- Liaised with patients, doctors, and staff to assess medical charts and enhance communication and interaction.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Identified potential problems and patient care trends.
LEAD FRONT DESK COORDINATOR
Dermatology of New Mexico
Albuquerque, NM
01.2020 - 05.2021
- Coordinate and oversee activities of the front office and front office team members to ensure compassionate and professional care for patients and effective and efficient front office workflow
- Schedules office visits for patients with appropriate provider
- Effectively utilizes clinical knowledge when determining whether the appointment is consistent with the diagnosis/indications
- Verifies insurance to ensure patients are in network
- Responsible for entering demographic information for patients. Answered patient questions and directed them to the appropriate medical team for timely assistance
- Confirms office visits, recalls patient to confirm and reschedule appointments
- Balanced daily financial deposits to ensure accuracy in accounting records.
- Closed out cash and check box daily to maintain accurate financial transactions.
- Close out cash/check box
- Developed protocols for front desk duties to enhance workflow and service quality
- Collected self pay payments for cosmetic visits, determined costs alongside medical codes.
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
FRONT DESK COORDINATOR
Albuquerque Dermatology Associates
Albuquerque, NM
07.2018 - 01.2020
- Responsible for answering phones, registering patients. Scheduling patients for appropriate appointments
- Provided excellent customer service, gained knowledge of the type of procedures provided by facility
- Checked in and out patients to streamline patient flow and enhance overall experience.
- Kept the flow of patients moving smoothly and maintained a clean work area.
- Processed patient copayments at the front desk
- Checked patient insurance information for accuracy
- Responsible for keeping the flow of patients moving smoothly and maintaining a clean work area.
- Processed payments, issuing accurate receipts and managing billing to ensure customer satisfaction.
SPECIALIST DISPATCHER
COMMUNCATION, Superior Ambulance Service
Albuquerque, NM
05.2015 - 07.2018
- Supervised driver dispatching, route planning and vehicle tracking for over 15 drivers.
- Reviewed routes, traffic, and weather conditions to optimize plans for daily service needs.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Communicated with individuals within an inbound call center setting to complete dispatch support for calls.
- Managed emergency phone calls with composure and obtained pertinent information with composure approach.
- Communicated with individuals within an inbound call center setting to complete dispatch support for calls.
- Collected and documented caller information and vital details in call tracking and assignment system to ensure accurate dispatch.
- Oversaw switchboard operations to ensure effective communication and dispatched emergency services.
FRONT DESK RECEPTIONIST
Rio Grande Dermatology
Albuquerque, NM
06.2006 - 10.2011
- Scheduled appointments and verified patient demographic information.
- Answered most incoming calls and determined how to assist patients
- Welcomed professionals and pharmaceutical representatives, fostering positive relationships at the front desk, providing assistance as needed.
- Assigned specific costs to appropriate medical procedures.
- Verified insurance details and copayments to facilitate smooth patient transactions.
- Collaborated effectively with team members to accomplish shared goals and enhance workplace efficiency.
- Processed payments, issuing receipts and ensuring accurate billing and change.
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
Education
HIGH SCHOOL DIPLOMA -
West Mesa High School
Albuquerque, NM 08.1987 - 05.2000
Skills
- Exceptional Customer service
- Leadership
- Medical software
- Team-oriented
- Problem solving
- Work ethic
- Patient advocacy
- Clinical workflow
- Dermatology procedures
- Patient assessment
- Electronic health records
- Team collaboration
- Attention to detail
- Staff training
Timeline
Lead Certified Dermatology Technician
Dermatology of New Mexico
03.2023 - Current
FRONT DESK PATIENT CARE/ OFFICE COORDINATOR
Rio Grande Dermatology
05.2021 - 03.2023
LEAD FRONT DESK COORDINATOR
Dermatology of New Mexico
01.2020 - 05.2021
FRONT DESK COORDINATOR
Albuquerque Dermatology Associates
07.2018 - 01.2020
SPECIALIST DISPATCHER
COMMUNCATION, Superior Ambulance Service
05.2015 - 07.2018
FRONT DESK RECEPTIONIST
Rio Grande Dermatology
06.2006 - 10.2011
HIGH SCHOOL DIPLOMA -
West Mesa High School
08.1987 - 05.2000