Summary
Overview
Work History
Education
Skills
Timeline
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Suzanne Gonzales

Ocklawaha,FL

Summary

Proven leader in healthcare and customer service management, excelling in staff scheduling and conflict resolution. At Concierge Homecare, I enhanced patient satisfaction and employee retention, significantly improving operational efficiency. Skilled in Microsoft Office and fostering team collaboration, my strategic approach to workforce planning and problem-solving drives continuous improvement and results.

Overview

23
23
years of professional experience

Work History

Staffing Coordinator

Concierge Homecare
06.2019 - Current
  • Verifying vacation and sick time hours to support appropriate staffing and scheduling to meet patient's individualized needs.
  • Assisting in supporting employee retention efforts by reducing unnecessary travel and establishing rapport with field clinicians.
  • Increasing patient satisfaction by maintaining thorough knowledge of patient needs and communicating appropriately to provide exceptional services to homecare patients.
  • Working closely with other departments within the organization to address workforce planning needs effectively and ensuring compliance with CMS regulations.
  • Identifying best practices within the scheduling function, sharing these insights across teams to drive continuous improvement efforts.
  • Conferring with managers, sales teams, and field clinicians to meet admissions goals while providing optimal patient care services.
  • Enhancing productivity by maintaining clear communication channels and providing regular updates on scheduling and staffing needs.
  • Collaborating with HR personnel to ensure adequate staffing levels were maintained during peak periods while minimizing overtime costs.

Medical Records and Coding Specialist

Oakhurst
12.2016 - 06.2019
  • Managed high volumes of medical records efficiently while maintaining strict attention to detail during the coding process.
  • Reviewed skilled nursing facility records and interpreted documentation to identify diagnoses and procedures.
  • Ensured accuracy in coding through regular audits, identifying discrepancies and areas for improvement.
  • Maintained strict confidentiality in accordance with HIPAA regulations, ensuring secure storage and handling of sensitive patient information.
  • Facilitated communication between medical staff and billing department, ensuring seamless flow of information for accurate claim processing.
  • Enhanced data integrity by conducting routine quality assurance checks on coded records for accuracy and completeness.
  • Participated in interdisciplinary meetings to discuss complex cases requiring specialized knowledge of coding principles and guidelines.

Customer Service Supervisor

ATT
09.2001 - 04.2015
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Championed diversity initiatives, fostering an inclusive working environment where all employees feel valued and respected.

Education

No Degree - Medical Billing And Coding

Marion Technical College
Ocala, FL
12.2016

High School Diploma -

Vanguard High School
Ocala, FL
05.1991

Skills

  • Staff Scheduling
  • New Hire Onboarding
  • Strong Organization
  • Schedule Management
  • Background checking
  • Recruitment
  • Employee Relations
  • Performance Evaluation
  • Decision-Making
  • Conflict Resolution
  • Microsoft Office
  • Training and mentoring
  • Human Resources Support
  • Analytical and Critical Thinking

Timeline

Staffing Coordinator

Concierge Homecare
06.2019 - Current

Medical Records and Coding Specialist

Oakhurst
12.2016 - 06.2019

Customer Service Supervisor

ATT
09.2001 - 04.2015

No Degree - Medical Billing And Coding

Marion Technical College

High School Diploma -

Vanguard High School

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Suzanne Gonzales