Susan Newton
Rocklin,CA
Summary
Dedicated and compassionate Clinical Medical Assistant student with over 13 years of experience supporting patient care in high-volume healthcare environments, including 10 years with Kaiser Permanente. Strong background in front-desk operations across multiple clinical sub-specialties, patient intake, appointment scheduling, Epic EMR documentation, insurance verification, and call center operations. Highly adaptable and motivated to transition into a hands-on patient care role to enhance clinical workflow and patient experience.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Kaiser Permanente
Roseville, CA
2015 - Current
- Oversaw front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Ensured customer satisfaction through prompt resolution of inquiries and effective issue management.
- Managed electronic health record systems to maintain comprehensive and accurate patient interaction logs.
- Managed high-volume incoming calls, triaging requests and routing messages efficiently.
- Ensured accuracy in documentation within Epic EMR, maintaining strict HIPAA compliance.
- Managed incoming and outgoing mail operations, ensuring seamless clinic workflow.
- Engaged with providers, nursing personnel, and administrative teams to streamline patient flow processes.
- Maintained cleanliness and organization of reception area and waiting room.
Patient Service Representative
San Jose Medical Group
San Jose
2014 - 05.2015
- Managed patient appointments and scheduling using electronic health record systems.
- Coordinated communication between patients and healthcare providers to ensure timely service delivery.
- Assisted in resolving patient inquiries and concerns, enhancing overall patient satisfaction.
- Streamlined patient check-in processes to minimize wait times and improve efficiency.
- Facilitated patient intake by managing appointment scheduling and verifying insurance details.
- Prepared charts and supported providers with administrative needs
- Managed co-payment collection processes and supported patients through effective communication both over the phone and face-to-face.
Dental Insurance Coordinator
Northern Dental Alliance
Santa Clara, CA
2012 - 2014
- Managed patient insurance claims, ensuring accurate submission and timely processing.
- Coordinated benefit verification processes to enhance patient experience and streamline operations.
- Explained procedures and payment options to patients
Education
Certified Clinical Medical Assistant (CCMA) -
CAL Regional
Roseville, CA01-2026
Skills
- Check-in and scheduling coordination
- Vital signs evaluation and documentation
- Phlebotomy
- Vaccine administration
- Collection and processing of specimens
- Epic EMR documentation
- Multi-line phone management
- Insurance verification
- HIPAA compliance & Maintaining confidentiality
- Medical terminology Knowledge
Certification
- CCMA- Certified Clinical Medical Assistant
- CPR; BLS Certified November 2025
Timeline
Front Desk Agent
Kaiser Permanente
2015 - Current
Patient Service Representative
San Jose Medical Group
2014 - 05.2015
Dental Insurance Coordinator
Northern Dental Alliance
2012 - 2014
Certified Clinical Medical Assistant (CCMA) -
CAL Regional