Veronica Marchan
Pflugerville
Summary
Dynamic Clinical Support Coordinator with extensive experience at Seton Healthcare Family, skilled in process optimization and quality improvement. Proven ability to enhance patient flow and data accuracy while mentoring staff. Proficient in Cerner scheduling and registration, demonstrating strong problem-solving skills and a commitment to exceptional patient care.
Overview
1
1
Language
1
1
Certification
35
35
years of professional experience
Work History
Clinical Support Coordinator UM
Seton Healthcare Family
01.2014 - Current
- Communicates with patients, families, physicians and other healthcare team members about patient care according to protocol.
- Provides the first tier research and problem solving promptly to members and providers in regard to requested services.
- Assists with processing patient admissions, transfers and discharges.
- Notifies appropriate party for resolution.
- Conducts outbound calls to engage members.
- Assessed member needs through structured interviews and assessments, engaging members to identify non-clinical and social needs for effective care management.
- Demonstrates performance in a team structure, including handling shifts in priorities and expectations.
- Provides ongoing educational support and mentors newly hired staff within the department.
- Facilitated ongoing education and mentorship for newly hired staff, enhancing their integration and performance within the department.
- Escalates to the right responsible party when appropriate.
- Must be able to work in a stressful environment.
Certified Pharmacy Technician Sr
Walgreens Pharmacy
01.2005 - Current
- Obtained and verified patient demographic and insurance for accurate billing cycles.
- Assisted pharmacist with processing faxed, electronic, and call-in prescriptions, managing inventory, ordering, and re-stocking to ensure timely service.
- Performs troubleshooting for client with insurance issues to resolve problem.
- Accumulated 23 years of experience in pharmacy operations.
- Highly skilled in managing storage and security of life saving drugs.
- In-depth knowledge of prescriptions in terms of accuracy and legibility.
- Addressed customer complaints and queries, providing effective solutions to enhance patient satisfaction.
- Assisted pharmacists with clerical tasks, including managing cash flow, stocking shelves, and overseeing supply flow.
- Screened patients, managed vaccine inventory, and administered COVID-19 and influenza vaccines and testing according to state and federal guidelines.
Pre-Arrival Lead IV
Seton Healthcare Family
01.2008 - 01.2014
- Assists in planning and implementing activities required for the collection and analysis of data related to departmental business needs, including the development of data collection systems.
- Maintains specific departmental data collection systems (e.g., databases and spreadsheets) by troubleshooting problems, providing user support and education, and promoting system integration.
- Monitors data accuracy by using predetermined control mechanisms and review thresholds.
- Assists in conducting complicated and detailed analyses of data relative to the business function.
- Evaluated proposals for data collection by understanding functional area's business and application needs.
- Conducted process improvement analyses, recommending actionable changes to enhance departmental operations.
- Contributed to project management team for design, implementation, and training of new systems.
- Worked in various healthcare settings including outpatient, day surgery, inpatient, observation, bed board, and emergency room, as well as UMCB Specialty Clinics, PBC, and Shivers clinics.
Pre-Arrival Patient Access Representative
Seton Healthcare Family
01.2001 - 01.2008
- Obtained demographics, insurance and financial information from patients or guarantors for pre-registration.
- Obtained and verified patient demographics and insurance for accurate billing cycles.
- Processed patient admissions for surgical, inpatient, maternity, and newborn services.
- Financial counseling for self-pay, charity care qualification and bad debt resolution.
- Communicated with medical staff to correct account statuses, enhancing accuracy in billing practices.
- Patient account admissions to surgical, inpatient, maternity and newborn.
- Determined patient financial responsibility and facilitated revenue collection and financial assistance, supporting patient access to care.
- Acted as a contact for problem solving, created an encouraging environment, and mentored staff.
- Monitors and tracks productivity and quality assurance data, creating performance improvement plans.
- Developed and implemented re-engineering and redesign process improvement initiatives to enhance service, data integrity, and staff productivity.
ER Admission
Seton Healthcare Family
01.2001 - 01.2002
- Obtained and verified patient demographic and insurance for accurate billing cycles.
- Responsible for obtaining and verifying patient demographic and insurance for accurate billing cycles.
- Provided financial counseling for self-pay, charity care qualification, and resolution of bad debt.
- Complied with hospital, state, and federal programs to assist patient financial needs.
- Complied with hospital, state, and federal programs available to assist with patient financial needs.
- Collected co-payments and deductibles upfront to facilitate revenue cycle billing initiation.
- Left position due to schedule changes.
OutPt Services Admission Supervisor
Seton Healthcare Family
01.1993 - 01.2001
- Developed process improvement initiatives to enhance patient flow and increase patient volume.
- Conducted process improvement analyses, recommending enhancements to optimize operations.
- Planned and implemented activities for the collection and analysis of data related to departmental business needs.
- Monitored data accuracy by using predetermined control mechanisms and review thresholds.
- Conducted complex analyses of data related to the business function.
- Collaborated with project management team to design and implement new systems.
- Contributed to project management team for design, implementation, and system training.
- Facilitated training program for new employees, leading staff meetings to enhance team cohesion.
- Performed monthly reconciliation for inventory control and purchasing database.
- Oversaw and analyzed payor contracting processes, ensuring compliance and streamlining operations. of payor contracting and credentialing.
- Addressed patient complaints and managed resolution processes.
- Reason for leaving: With the merge, opportunity to experience the trauma facility.
ER Admission Representative
Seton Healthcare Family
01.1992 - 01.1993
- Patient account admissions to ER, Bed Board and after hours surgical, telemetry, maternity and ICU units.
- Obtained and verified patient demographic and insurance information to ensure accurate billing cycles.
- Co-payment and deductible upfront collections for revenue cycle billing initiation.
- Provided financial counseling for self-pay patients, charity care qualification, and bad debt resolution to enhance patient access to care.
- Collaborated with medical staff to correct account statuses, ensuring compliance with billing practices.
- Compliance with hospital, state, and federal programs available to assist patient financial needs.
- Departed role for advancement to help establish new outpatient department.
Education
Some College (No Degree) - Criminal Justice
Austin Community College
Austin, TXSkills
- Healthcare scheduling
- PowerChart proficiency
- IDX knowledge
- Healthcare software usage
- Data analysis
- Patient communication
- Process optimization
- Certification in quality improvement
- Compass management
- Workforce management
- Healthcare administration
- Patient care coordination
Certification
- ACC Criminal Justice
- Certified Pharmacy Technician - State and National
Languages
Spanish
Native/ Bilingual
Timeline
Clinical Support Coordinator UM
Seton Healthcare Family
01.2014 - Current
Pre-Arrival Lead IV
Seton Healthcare Family
01.2008 - 01.2014
Certified Pharmacy Technician Sr
Walgreens Pharmacy
01.2005 - Current
Pre-Arrival Patient Access Representative
Seton Healthcare Family
01.2001 - 01.2008
ER Admission
Seton Healthcare Family
01.2001 - 01.2002
OutPt Services Admission Supervisor
Seton Healthcare Family
01.1993 - 01.2001
ER Admission Representative
Seton Healthcare Family
01.1992 - 01.1993
Some College (No Degree) - Criminal Justice
Austin Community College