STEPHANIE URENA
New York,NY
Summary
Healthcare administration professional with over 10 years of experience supporting patient care, optimizing practice operations, and delivering exceptional customer service. Skilled in concierge patient care coordination, practice management, medical billing, scheduling, insurance verification, and team collaboration. Recognized for building strong patient relationships, improving workflows, and creating efficient, patient centered environments that enhance both the patient experience and operational performance. A proactive, detail oriented professional committed to delivering high quality care, supporting providers, and contributing to the success of healthcare organizations.
Overview
10
10
years of professional experience
Work History
Patient Care Administrator II
Private Medical
08.2025 - Current
- Serve as the primary point of contact for patients, delivering personalized, concierge-level care and exceptional customer service.
- Manage physician schedules, patient appointments, follow-up visits, and appointment reminders.
- Coordinate referrals, specialist consultations, imaging studies, laboratory testing, and hospital communications to ensure continuity of care.
- Obtain prior authorizations for prescriptions, diagnostic testing, and specialty services.
- Maintain accurate electronic medical records (EMR) by uploading laboratory results, imaging reports, and outside medical documentation.
- Answer and triage incoming phone calls and emails, addressing patient inquiries with professionalism, empathy, and efficiency.
- Welcome and assist patients with check-in and check-out while creating a warm, high-quality patient experience.
- Communicate effectively with physicians, specialists, pharmacies, hospitals, and insurance providers to facilitate patient care.
- Build strong, lasting relationships with patients by providing responsive, personalized support and follow-through.
- Prioritize and manage multiple tasks in a fast-paced, paperless healthcare environment while maintaining accuracy and attention to detail.
- Utilize Apple-based technology, EMR systems, and other digital healthcare applications to support efficient practice operations.
- Demonstrate strong critical thinking, organization, and problem-solving skills to proactively resolve patient and administrative needs.
- Support practice operations and contribute to the continued growth and success of an innovative concierge medical practice.
- Assisted with office operations by coordinating deliveries, organizing medical and office supplies, and ensuring the practice remained fully stocked.
- Enhanced the concierge patient experience by preparing and serving coffee, breakfast, and refreshments while anticipating patient comfort and individual needs.
Practice Manager/ Surgical Coordinator
Manhattan Eye
11.2021 - 08.2025
- Enhanced patient experience by creating a patient-centered environment by providing clear and empathetic guidance throughout the surgical journey, ensuring comfort and confidence in refractive surgeries like LASIK, ICL, SMILE, and Cataract procedures.
- Established strong patient relationships through open communication, alleviating fears, and providing reassurance, reinforcing a sense of security throughout the treatment process.
- Managed financial operations, including budgeting, billing, collections, and optimizing revenue through accurate claims processing and adherence to medical billing codes (e.g., CPT, ICD-10).
- Supervised, trained, and mentored staff, fostering a motivated, high-performing team. Oversaw recruitment, onboarding, and professional development, resulting in improved staff performance and knowledge.
- Acted as a trusted liaison between patients and healthcare teams, educating patients on surgical options and providing clear, compassionate communication to address concerns and build trust.
- Demonstrated expertise in promoting refractive surgery services, developing marketing strategies, and converting patient inquiries into scheduled procedures to drive practice growth.
- Ensured the clinic adhered to organizational policies and HIPAA regulations, while maintaining a calming and professional environment for patients and staff alike.
- Collaborated with CEO to enhance operations, streamline workflows, and maximize productivity.
- Maintained consistent and professional communication with surgical center coordinators to ensure seamless scheduling, pre-operative preparations, and resource allocation. Acted as a key point of contact to facilitate efficient coordination between centers and patients, resolving scheduling conflicts and ensuring operational flow.
- Built strong relationships with patients, staff, and physicians through excellent communication and the ability to remain calm and professional in high-pressure situations.
Front Desk Supervisor
Complete Wellness Medical
11.2016 - 08.2021
- Served as the primary patient liaison, greeting and assisting individuals with appointments, questions, and healthcare concerns, ensuring a welcoming and professional environment.
- Provided thorough training to new staff on front desk procedures and best practices, ensuring smooth onboarding and team cohesion.
- Provided vital administrative support to a team of fifteen healthcare providers, optimizing workflows and resource allocation.
- Ensured employees were equipped with the necessary tools, training, and resources to perform their duties effectively and efficiently.
- Performed dual roles as a front desk associate and patient care coordinator, managing patient interactions, scheduling, and daily operations.
- Adhered strictly to organizational standards, including HIPAA regulations, to ensure the highest level of patient confidentiality and professional conduct.
- Compiled and edited forms for data entry, generating weekly and monthly statistical reports to support operational analysis.
- Assisted the billing department with resolving aged claims, contributing to revenue recovery efforts.
- Supported the Functional Medicine Department by verifying and documenting blood lab results, ensuring precision in medical data management.
- Assisted the Patient Care Manager by scheduling consultations, collecting insurance information, selling care packages, and processing payments to streamline patient care services.
- Partnered with department leads and senior management to drive operational improvements and enhance patient outcomes.
Education
Associate in A.A.S. - Health Sciences
Monroe College
06.2012
Skills
- Patient Care Coordinator
- Practice Management
- Surgical coordinator
- Sales
- Medical Records
- Administrative Operations
- Proficient in Salesforce, Elation EMR and Slack
LANGUAGES
Spanish Fluent
English Fluent
Timeline
Patient Care Administrator II
Private Medical
08.2025 - Current
Practice Manager/ Surgical Coordinator
Manhattan Eye
11.2021 - 08.2025
Front Desk Supervisor
Complete Wellness Medical
11.2016 - 08.2021
Associate in A.A.S. - Health Sciences
Monroe College