Victorine Abban
Hyattsville,MD
Summary
Diligent Scheduling Coordinator with background in coordinating schedules and ensuring smooth operations. Successfully streamlined scheduling processes, enhancing overall efficiency and productivity. Demonstrated strong organizational and communication skills to manage complex schedules and adapt to changing priorities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Scheduling Coordinator
Holy Cross Hospital
01.2023 - Current
- Provided comprehensive emotional and logistical support to patients and families seeking services within the Pain Management Clinic.
- Actively advocated for patient concerns, driving service recovery initiatives that significantly improved satisfaction.
- Exceptional organizational and logistical capabilities, including scheduling, preparing for, running, capturing next steps from, and following up on meetings.
- Excellent, relationship building, and interpersonal skills in communicating effectively with multiple stakeholders, patients, staff, customers, and vendor audiences.
- Thorough attention to detail, with dedication to executing work products- to a high standard.
- Demonstrated ability to work independently and set priorities, as well as cooperatively and strategically in a team environment.
- Excellent public speaking, facilitation, and oral communication skills.
- Demonstrated commitment to expand multicultural knowledge, awareness, and skills as evidenced through demonstrating self-awareness; understanding and valuing others; interacting effectively with a diversity of people; and fostering equity and inclusion.
- Ability to apply financial and analytical skills in coordinating reports to provide specific and detailed information.
- Ability to maintain effective working relationships.
- Ability to maintain confidential and sensitive information.
- Coordinated patient scheduling to optimize resource utilization and minimize appointment conflicts.
- Managed communication between patients and healthcare providers to ensure timely appointment confirmations.
- Developed and maintained electronic scheduling systems for efficient tracking of patient appointments.
- Assisted in resolving patient inquiries regarding scheduling issues, enhancing customer satisfaction.
- Collaborated with clinical staff to prioritize urgent appointments based on patient needs.
- Implemented process improvements that streamlined appointment booking procedures, reducing wait times.
- Trained new staff on scheduling protocols and system usage to promote consistency and accuracy.
- Monitored daily schedules to identify trends and recommend adjustments for improved workflow efficiency.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Optimized workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
- Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Increased patient satisfaction through timely appointment scheduling and proactive management of wait times.
- Enhanced scheduling efficiency by implementing automated systems and optimizing coordination processes.
- Streamlined communication between departments for improved schedule adherence and reduced conflicts.
- Enhanced communication between departments, ensuring smooth scheduling adjustments and updates.
- Contributed to team success by providing backup scheduling support during peak times.
- Improved patient satisfaction with timely and accurate appointment setting.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Patient Registration Representative II
Holy Cross Hospital Emergency Department
05.2012 - Current
- Ability to work independently with minimal supervision.
- Proficient in reviewing work schedules and assignments to ensure optimal patient flow and production goals.
- Strategic and analytical thinking with the ability and willingness to explore and implement creative solutions.
- Expert at front end collection, measuring and monitoring individual progress towards expectations and targets.
- Ability to gather, analyze, and present relevant financial information for decision-making.
- Excellent written and verbal communication skills.
- Demonstrate the ability to develop and foster professional relationships with internal and external customers.
- Ability to perform in a fast-paced environment effectively and efficiently, managing multiple competing tasks and priorities.
- Excellent analytical, written, organizational, and interpersonal communication skills.
- Ability to evaluate and organize complex data promptly and accurately.
- Worked in close collaboration with clinical partners and hospital leadership team to ensure continued focus on providing the best patient experience.
- Attend department meetings and provide feedback to upper management.
- Ensure compliance with hospital policies and procedures to patients and family members.
- Manage incoming department referrals, calls, faxes, and emails in a timely and professional manner.
- Interview and obtain vital billing information and demographics information for all new and existing patients.
- Strategically plan and schedule patient appointments and department meetings.
- Precept, train, and mentor new employees.
- Managed patient check-in process, ensuring accurate data entry and efficient flow of information.
- Assisted patients in completing registration forms, clarifying insurance and billing inquiries effectively.
- Coordinated with medical staff to verify patient information and resolve discrepancies promptly.
- Utilized electronic health record (EHR) systems to maintain up-to-date patient records and documentation.
- Implemented streamlined registration procedures, enhancing overall patient experience in emergency department.
- Collaborated with interdisciplinary teams to facilitate timely patient admissions and discharges.
- Trained new staff members on registration protocols and use of hospital systems for improved efficiency.
- Monitored registration workflows, identifying areas for improvement to support operational excellence in emergency services.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Gathered demographic and insurance information to register patients for medical appointments.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
- Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
- Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.
- Followed up on missed appointments with patients to reschedule and promote continuity of care.
- Built rapport with diverse populations through excellent interpersonal skills, empathy, and active listening abilities during interactions with patients and families.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Assisted with training new hires on best practices for managing various aspects of the registration process including collecting sensitive information, navigating software systems, and maintaining confidentiality.
- Facilitated positive patient experiences by offering compassionate service, anticipating needs, and providing assistance throughout the registration process.
- Streamlined patient registration process by implementing efficient data entry techniques and maintaining organized records.
- Developed comprehensive knowledge of various insurance plans to better assist patients in understanding their coverage options and financial responsibilities.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Strengthened interdepartmental communication by proactively informing relevant staff members about schedule changes, cancellations, or special accommodations needed for patients.
- Participated in departmental meetings to discuss areas of improvement, identify solutions for challenges faced, and contribute to ongoing professional development.
- Supported the hospital''s commitment to outstanding patient care by adhering to all policies and procedures related to registration processes.
- Provided counseling to help patients navigate financial assistance programs for uncovered bills.
- Collaborated with clinical staff to ensure seamless coordination between departments during patient transfers or admissions from emergency situations.
- Enhanced patient satisfaction by providing clear communication, answering queries, and addressing concerns in a timely manner.
- Reduced wait times for patients by consistently processing registrations promptly and efficiently.
- Supported hospital revenue goals through diligent collection of co-payments and deductibles from patients at the time of service.
- Ensured accurate record-keeping by diligently verifying insurance information and obtaining necessary authorizations for services.
- Facilitated smoother billing process by accurately capturing insurance and payment information.
- Increased patient satisfaction by addressing inquiries and concerns with empathy and professionalism.
- Streamlined patient check-in process, resulting in reduced wait times and enhanced patient satisfaction.
- Boosted team morale and productivity by sharing best practices in patient registration and data management.
- Reduced administrative errors, ensuring patient information was correctly entered and updated in system.
- Ensured compliance with healthcare regulations, keeping abreast of changes in policies affecting patient registration.
- Enhanced communication with patients, explaining registration processes and paperwork requirements clearly.
- Contributed to patient confidentiality and data security through strict adherence to HIPAA regulations.
- Reduced patient anxiety by creating welcoming and supportive registration environment.
- Ensured positive first impression, greeting patients warmly and providing clear directions within facility.
- Enhanced accuracy of patient records with meticulous data entry and verification tasks.
- Enhanced operational efficiency by maintaining organized records of patient registrations, admissions, and discharges.
- Improved patient experience by efficiently managing registration and admission processes.
- Facilitated patient education by providing information on hospital policies, procedures, and patient rights.
- Supported patient care, providing timely and accurate patient information to healthcare professionals.
- Obtained payments from patients and scanned identification and insurance cards.
- Contributed to healthcare access by assisting patients in understanding and completing necessary pre-registration forms.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Admissions Specialist
Bridgepoint Healthcare
11.2018 - 12.2019
- Facilitated patient admissions by verifying insurance eligibility and gathering necessary documentation.
- Communicated effectively with healthcare providers to streamline the admissions process and enhance patient experience.
- Maintained accurate records in electronic health systems to ensure data integrity and compliance with regulations.
- Assisted patients in understanding financial obligations, answering questions regarding payment options and coverage details.
- Collaborated with interdisciplinary teams to coordinate services for incoming patients, enhancing care continuity.
- Implemented improvements in the admissions workflow, reducing processing time and increasing efficiency of operations.
- Trained new staff on admission procedures and policies, fostering a cohesive team environment focused on patient care.
- Monitored trends in patient admissions to identify opportunities for process enhancements and service delivery improvements.
- Provided exceptional customer service by promptly addressing applicant inquiries and concerns via phone, email, or in-person visits.
- Streamlined communication between various departments involved in the admissions process by organizing regular meetings to discuss updates or challenges that arose during each application cycle.
- Enhanced the efficiency of the admissions process by streamlining application procedures and implementing online tools.
- Reviewed and verified data on all submitted documentation
- Coordinated communication between departments to streamline admission procedures and improve patient satisfaction.
- Developed and maintained business relationships with referring agencies to increase business opportunities.
Rehab Aid/ Receptionist
Holy Cross Hospital Rehabilitation Department
01.2009 - 01.2012
- Greeted and assisted patients, ensuring a welcoming environment for all visitors.
- Managed multi-line phone system, directing calls to appropriate departments efficiently.
- Scheduled appointments using electronic health record (EHR) systems, improving patient flow and coordination.
- Maintained accurate patient records, ensuring compliance with confidentiality regulations and hospital policies.
- Collected and processed patient information and insurance details, enhancing administrative efficiency.
- Collaborated with rehabilitation staff to coordinate patient services and facilitate effective communication.
- Provided clerical support, including filing documents and preparing reports for department meetings.
- Resolved inquiries and concerns promptly, enhancing overall patient satisfaction in the rehabilitation department.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Assisted in event planning and execution, ensuring seamless operation of company functions.
- Contributed to team effectiveness by providing ad-hoc support to various departments during peak periods.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Administrative Assistant-HHA
Compassionate Nursing Health Care
01.2007 - 01.2008
- Managed scheduling and coordination of patient appointments to optimize workflow efficiency.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Facilitated training sessions for new administrative staff on company protocols and software tools.
- Handled incoming communications, directing inquiries to appropriate departments for timely response.
- Contributed to quality assurance initiatives by conducting regular audits of administrative processes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Maintained inventory of office supplies and placed orders.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
- Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
HHA
Home Instead Senior Care
01.2007 - 01.2008
- Assisted clients with daily living activities, promoting independence and enhancing quality of life.
- Developed and maintained positive relationships with clients and families, fostering trust and communication.
- Administered medications as prescribed, ensuring adherence to safety protocols and client health requirements.
- Documented client progress and changes in condition accurately, facilitating effective care planning.
- Implemented personalized care plans based on individual needs, contributing to improved client satisfaction.
- Collaborated with healthcare professionals to coordinate care efforts for optimal client outcomes.
- Maintained a clean and safe living environment for patients, reducing the risk of accidents or infections.
- Assisted patients with personal hygiene tasks such as bathing, grooming, and dressing, promoting dignity and self confidence.
- Facilitated communication between patients, families, and healthcare providers by serving as a reliable source of information about the client''s progress and needs.
- Provided emotional support to patients and their families during difficult times, fostering strong relationships and trust.
- Increased patient satisfaction levels by consistently going above-and-beyond in providing exceptional care tailored to individual preferences.
- Boosted patient morale with a positive attitude, effective communication, and active listening skills to address concerns and validate emotions.
- Improved patient comfort by providing compassionate and attentive care in various daily activities.
- Transported patients safely to appointments, errands, or social outings, ensuring timely arrival and an enjoyable experience.
Marketing Assistant
Sunrise Senior Assisted Living
01.2006 - 01.2007
- Assisted in developing marketing materials to promote community events and services.
- Supported event planning logistics, ensuring successful execution of resident activities and outreach programs.
- Conducted market research to identify trends and inform strategic marketing decisions for community growth.
- Managed email communication with prospects, providing timely information about services and offerings.
- Collaborated with team members to create promotional content for newsletters and brochures.
- Organized community outreach efforts, fostering relationships with local organizations to increase visibility and support.
- Enhanced customer engagement with the development of compelling content for email newsletters and blog posts.
- Maximized event attendance with thorough planning, promotion, and logistics support for conferences, webinars, or workshops.
- Supported sales team by generating leads through targeted marketing strategies, thereby improving potential customer base.
- Gathered customer feedback through surveys and social media interactions, guiding improvements in product offerings and service.
- Assisted in planning and implementation of loyalty programs, fostering stronger customer relationships and repeat business.
- Created and distributed surveys for data collection and analysis.
- Developed questionnaires and facilitated focus group discussions.
Education
Bachelor’s Degree - Management Studies
University of Maryland Global Campus
Certification - Leadership Skills for Supervisors and Project Managers
Montgomery College
Associate of Arts - General Studies
Montgomery College
Takoma Park, MD05.2016
Skills
- Communication: Excellent verbal and written communication skills to interact with diverse individuals
- Interpersonal Skills: Ability to build rapport, empathize with patients, and manage difficult situations
- Problem-Solving: Strong Analytical and problem-solving abilities to address patient concerns
- Medical Terminology: Familiarity with medical terminology and healthcare procedures
- Customer Service: A customer-focused approach to ensure patient satisfaction
- Technical Proficiency: Ability to use relevant software and systems
- Teamwork and collaboration
- Attention to detail
- Customer relationship management
- Strong work ethic
- Documentation and reporting
- Information protection
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Star of the Quarter Award through consistently helping others.
- Achieved Outstanding Citizen Award by the Major of Edmonston for going above and beyond in assisting the community.
Certification
Leadership Skills for Supervisors and Project Managers-#MC022
- Montgomery College - September 3, 2020
Languages
Spanish
Elementary
Interests
- Playing Sports
- Participating in fundraising events to support local charities, schools, or community projects
- Regularly practice mindfulness and meditation for overall wellness
- Volunteering at local community events and non profit organizations
- Photography
- Gardening
- Community Cleanup
Timeline
Scheduling Coordinator
Holy Cross Hospital
01.2023 - Current
Admissions Specialist
Bridgepoint Healthcare
11.2018 - 12.2019
Patient Registration Representative II
Holy Cross Hospital Emergency Department
05.2012 - Current
Rehab Aid/ Receptionist
Holy Cross Hospital Rehabilitation Department
01.2009 - 01.2012
Administrative Assistant-HHA
Compassionate Nursing Health Care
01.2007 - 01.2008
HHA
Home Instead Senior Care
01.2007 - 01.2008
Marketing Assistant
Sunrise Senior Assisted Living
01.2006 - 01.2007
Bachelor’s Degree - Management Studies
University of Maryland Global Campus
Certification - Leadership Skills for Supervisors and Project Managers
Montgomery College
Associate of Arts - General Studies
Montgomery College
Awards
Holy Cross Hospital- Star of the Quarter 2024, AIB Community Champion Award-Town of Edmonston 2024, Hawk Eye Award-HCH Patient Access Department, Volunteer Recognition Award- Roger’s Heights Elementary School, Outstanding Citizen Award-Town of Edmonston 2023., BRT Certification June 19 2023
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