Suzanna S Canales
Hayward,CA
Summary
Detail-oriented Patient Administrative Specialist II with over 14 years in healthcare customer service. Expertise in new patient and referral coordination, managing complex administrative tasks to enhance operations and patient experiences. Committed to high-quality patient care and customer service, bringing valuable insights to improve efficiency in medical facilities.
Overview
22
22
years of professional experience
Work History
Patient Admin Specialist II
Stanford Healthcare
Emeryville, Ca
09.2024 - Current
- Ensures accurate recording and secure handling of payments collected during service delivery.
- Develops understanding of health insurance coverage options and related procedures.
- Provides excellent customer service to all individuals encountered.
- Resolved routine patient escalations and implemented service recovery strategies.
- Meets weekly productivity and performance indicators while prioritizing tasks as directed by department leadership.
- Communication and Coordination- Professional Communication: Maintain communication with PAS staff, medical center/clinic staff, physicians, and patients.
- Provider Coordination: Communicate scheduling preferences and urgent needs with providers.
- Coordinated appointment scheduling to optimize clinic operations. and Acquired skills in different clinic functions to support team needs. to support multiple areas in Clinic.
- Refers advanced or complex registrations to experienced team members.
Patient Access Representative I
Stanford Healthcare
Palo Alto, Ca
10.2023 - 09.2024
- Greeted patients, initiated registration process, and maintained professional communication with PAS staff, medical center personnel, physicians, guests, and patients to facilitate seamless patient flow.
- Provides excellent customer service to all individuals encountered.
- Resolved routine patient escalations and implemented service recovery strategies to enhance patient satisfaction.
- Recorded and securely handled payments during service delivery to ensure accuracy and compliance.
- Developed understanding of health insurance coverage options and related procedures.
- Refers advanced or complex registrations to experienced team members.
- Meets weekly productivity and performance indicators while prioritizing tasks as directed by department leadership.
- Executed multiple tasks within Patient Access Service operations to ensure efficiency.
PSR II | Patient Service Float
Stanford Medicine Partners
Newark, (Homebase)
09.2022 - 09.2023
- Maintained patient privacy and utilized Epic Advanced to enhance patient interactions.
- Identified accepted insurance plans and managed referrals.
- Applied medical terminology during patient interactions to ensure clear communication. Strong computer and communication skills with keen attention to detail.
- Identified and resolved standard issues using established solutions, improving workflow efficiency.
- Worked independently and as part of a team, handling multiple tasks even with interruptions.
- Prioritized tasks and followed policies to consistently meet deadlines.
- Fostered collaborative relationships with peers to achieve departmental goals.
PSR II Float
Sutter East Bay Medical Foundation
Castro Valley, Ca
03.2022 - 09.2022
- Coordinated referrals for new patients, streamlining patient intake process.
- Scheduled surgeries and procedures while managing front desk clerical tasks for Patient Admin.
- Received training on all floors, including specialty areas and Urgent Care, for Front Desk PSR.
- Covered nearby locations in Oakland, CA, and Orinda, CA.
Front Desk Reception PSR II
Palo Alto Medical Foundation
Fremont, Ca
12.2018 - 03.2022
- Processed patient information for accurate records, New Patient Coordination
- Verified insurance coverage details for patients
- Coordinated authorization requests for patient procedures
- Patient Admin, Referral Coordination
- New Hire Training, Trained in Specialty Departments, Urgent Care registration.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service Analyst
Cigna Health Benefits
Visalia, Ca
11.2004 - 12.2018
- As a Customer Service Analyst, provided excellent service to internal and external clients.
- Experienced in customer service, insurance benefits, medical claims, and coding.
- Utilized various software programs to manage medical benefits and process claim records efficiently.
- Specialized in Benefit Interpretation, claim resolution, and member eligibility.
- Facilitated communication between entities to coordinate member care effectively.
- Collaborated with team members to enhance service delivery and pursue professional development.
- Supported Special Executive Accounts and provided assistance with Medicare Supplement Plans.
- Utilized coding and ICD.9 knowledge to assist Claim Department.
Education
Associate of Science - Business Administration
Chabot College
Hayward, CA08-2026
High School Diploma -
Reedley High School
Reedley, CA06-1996
Some College (No Degree) - General Studies
Reedley College
Reedley, CASkills
- Knowledge of medical terminology
- Ensuring the privacy of patients' Protected Health Information (PHI)
- Excellent customer service skills
- Ability to prioritize assignments
- Time management
- Organizational skills
- Proficient in Microsoft Office
- Proficiency in computer applications
- Identifying, evaluating, and resolving standard problems
- Data Analysis
- Workflow Optimization
- Project Management
- Communication
- Collaboration
- Ability to work as part of a team
- Ability to work independently
- Building collaborative relationships
- Multitasking
- Problem Solving
- Conflict Resolution
- Adaptability
- Quick Learner
- Team Building
- Management
- Organization
- Computer skills
- Risk Management
- Interpretation
- Computer skills
- Risk Management
Timeline
Patient Admin Specialist II
Stanford Healthcare
09.2024 - Current
Patient Access Representative I
Stanford Healthcare
10.2023 - 09.2024
PSR II | Patient Service Float
Stanford Medicine Partners
09.2022 - 09.2023
PSR II Float
Sutter East Bay Medical Foundation
03.2022 - 09.2022
Front Desk Reception PSR II
Palo Alto Medical Foundation
12.2018 - 03.2022
Customer Service Analyst
Cigna Health Benefits
11.2004 - 12.2018
Associate of Science - Business Administration
Chabot College
High School Diploma -
Reedley High School
Some College (No Degree) - General Studies
Reedley College