Susana Almaraz
13130 Blue Heron Dr
Summary
Problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses critical thinking skills, independent decision-making skills, and sound judgment to positively impact company success.
Overview
3
3
years of professional experience
Work History
Operations Coordinator - Telehealth Department
Oak Street Health
03.2020 - 12.2021
- Scheduling virtual and home visits
- Assisting a population of patients 65+ with conducting virtual visits via smartphone devices and laptop to trouble shoot technical issues and prepare for a successful virtual visit
- Developed strong relationships with patients, maintaining open lines of communication to promote loyalty and retention
- Management of daily operational needs of 16+ centers nationwide participating in virtual and home visits
- Management of daily calendar and route schedules for traveling staff
- Assist clinical staff with conducting patient appointments and technical difficulties
- Conducting outbound phone calls, routing, and completing patient requests
- Conducting weekly meetings and performance reviews
- Other duties as assigned
Operations Coordinator
Oak Street Health
08.2018 - 03.2020
- Daily management of provider schedules including behavioral health and allied health
- Collection and management of copays, patient forms and documentation
- Execute daily transportation needs of patients
- Answer phones lines, take messages, direct calls and conduct outbound calls as instructed
- Management of daily, weekly, monthly, and quarterly metrics to comply with company standards
- Coordinating patient referrals and completing authorization requests
- Request medical records, route documents to clinical staff for review
- Support marketing outreach marketing team with daily operational needs and activities
- Working as a resource and a liaison between patient and provider to address and meet all patient needs
- Provide exceptional customer service to patients by answering questions, assisting with paperwork, and addressing all concerns
- Assist with community events
- Other duties as assigned
Education
MS - Applied Behavior Analysis
Purdue University Global
12.2025
BS - Health Information Administration
Indiana University Northwest
Gary, IN05.2019
AS - Health Information Technology
Indiana University Northwest
Gary, IN05.2018
Skills
- Customer Service
- Medical Terminology
- Medical Coding ICD-10/PCS/CPT/HCPCS guidelines
- HIPAA
- Claims and EOB
- Medical Reimbursement
- Microsoft Office XP/Vista
- Greenway PrimeSuite EHR
- Canopy Health System
- Availity
- Updox
- Innovista
- Google Docs/Meets
- Doxyme
Affiliations
- American Health Information Management Association
- Indiana Health Information Management Association
- Northwest Indiana Health Information Management Association
- Oak Street Health Culture Committee
References
Available upon request
Languages
Spanish
Native or Bilingual
Timeline
Operations Coordinator - Telehealth Department
Oak Street Health
03.2020 - 12.2021
Operations Coordinator
Oak Street Health
08.2018 - 03.2020
MS - Applied Behavior Analysis
Purdue University Global
BS - Health Information Administration
Indiana University Northwest
AS - Health Information Technology
Indiana University Northwest
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