Yanira Maldonado
Orlando,FL
Summary
Bilingual front office professional supporting OB-GYN clinic operations through appointment scheduling, insurance registration, referral and authorization coordination, and Epic inbox management. Chosen to train new staff and help maintain accurate schedules, efficient patient flow, and responsive service across providers, clinical staff, and patients.
Overview
26
26
years of professional experience
Work History
Senior Front Office Assistant
Orlando Health Physicians Associates OB-GYN
Orlando, FL
12.2024 - Current
- Selected by management to serve as the front office trainer, helping onboard new hires and build consistency in daily administrative workflows.
- Provide hands-on training in Epic, patient check-in and check-out, insurance registration, appointment scheduling, and management of the physician's clinic schedule.
- Support daily front office operations for Dr. Mark Bielawny's OB-GYN clinic, helping maintain an organized schedule and a positive patient experience.
- Schedule and confirm appointments; review scheduling requests and help resolve conflicts based on provider availability and clinic needs.
- Coordinate referrals and authorizations, process medical-record requests in accordance with privacy requirements, and update patient demographics.
- Manage Epic in-basket messages and route patient concerns, appointment requests, and provider communications appropriately.
- Collaborate with providers, clinical staff, and management to troubleshoot operational issues and support efficient patient flow and service standards.
- Assist Spanish-speaking patients while maintaining professionalism, accuracy, confidentiality, and patient-focused service.
Senior Front Office Assistant
Orlando Health Digestive Health Institute
Orlando, FL
12.2023 - 12.2024
- Supported daily medical office operations by managing telephone coverage, handling messages, organizing filing, and overseeing laboratory reports and medical records.
- Coordinated referrals and authorizations as liaison among patients, physicians, and insurance companies to ensure seamless communication and support.
- Performed word processing, spreadsheet tasks, charge entry, and cash handling while following department policies and procedures.
- Assisted Spanish-speaking patients while ensuring compliance with organizational standards and supporting quality assurance and office organization.
Medicaid Case Manager
Elder Care Planning of Florida
Orlando, FL
09.2020 - 09.2023
- Managed caseload of 20-60 patients and families, coordinating documentation and service needs to facilitate long-term-care Medicaid applications.
- Prepared and submitted applications and supporting documents through Florida's Medicaid systems; followed up on outstanding requirements to support timely processing.
- Communicated with patients, families, nursing homes, and internal teams; provided status updates and submitted weekly case reports to ensure transparency and accountability.
- Organized confidential records and prepared reports for leadership, identifying solutions to application or service barriers to enhance overall case management.
- Used Microsoft Word, Excel, PowerPoint, Outlook, and online portals to support case tracking, communication, and reporting.
Customer Support Specialist
At Home Stores
Orlando, FL
04.2019 - 10.2020
- Delivered customer-focused service, processed transactions accurately, and collaborated with customers and team leaders to resolve inquiries.
- Adapted to shifting priorities while upholding store standards and ensuring safe work practices, contributing to team reliability.
- Assisted At Home guests with product questions, store policies, and purchase support.
- Resolved customer concerns through phone, email, and in-store service channels.
- Processed returns, exchanges, and order adjustments using point-of-sale systems.
Infant/Toddler, Early Preschool & Preschool Teacher
Primrose School at Avalon Park
Orlando, FL
05.2018 - 07.2018
- Supervised classroom activities to ensure children's safety and foster developmental growth.
- Implemented curriculum and adhered to classroom schedules and regulatory requirements to create a structured learning environment.
- Planned Balanced Learning lessons for Primrose School at Avalon Park preschool classrooms
- Guided children through learning centers, circle time, and hands-on activities
- Maintained safe, clean classroom spaces following Primrose School at Avalon Park standards
Patient Care Coordinator
BioPlus Specialty Pharmacy
Altamonte Springs, FL
09.2015 - 02.2017
- Coordinated specialty medication deliveries, ensuring timely access for patients undergoing oncology, hepatitis, and HIV treatment.
- Communicated medication delivery status and delays to patients, physician offices, and payers; documented all interactions in medical records to maintain continuity of care.
- Monitored therapy adherence and addressed adverse-reaction concerns, escalating clinical issues to appropriate clinicians to optimize patient outcomes.
- Monitored call calibration metrics during meetings to ensure quality standards.
Patient Service Representative
Centauri Health Solutions (formerly Human Arc)
Cleveland, OH
06.2005 - 08.2007
- Interviewed underinsured and uninsured patients to determine eligibility for assistance programs and reimbursement options, enhancing access to necessary healthcare services.
- Collected and reviewed application documents, clarified processes, followed up on outstanding information, and connected patients with relevant resources to streamline assistance.
- Maintained accurate records and protected confidential information while coordinating with patients and hospital staff, ensuring compliance and supporting effective communication.
Patient Service Representative
Immediate Pharmaceutical Services (IPS)
Avon, OH
03.2004 - 06.2005
- Coordinated member orders through inbound and outbound calls, addressing urgent service needs effectively.
- Assisted Spanish-speaking patients with specialty pharmacy services, ensuring clear communication and support.
- Verified patient demographics and insurance information during hospital registration.
- Interviewed patients to collect financial and household details for eligibility review.
- Explained benefits, coverage, and next steps using clear, compassionate language.
Sales Representative
Victoria's Secret
Parma, OH
08.2000 - 03.2004
- Guided customers on product selection and delivered customer service to support sales goals while operating store computer systems.
- Assisted Victoria's Secret customers with bra fitting and personalized styling
- Operated point-of-sale systems for purchases, returns, and exchanges
- Promoted Victoria's Secret merchandise through product knowledge and upselling
Education
Coursework - Life Coach
International Association of Professions Career College (IAP Career College)
01-2024
High School Diploma -
Lincoln West High School
01-1997
Skills
- Front Office Operations & Patient Access
- Epic EMR Workflow Training
- Patient Check-In & Check-Out
- Appointment Scheduling & Calendar Coordination
- Clinic Schedule Management
- Insurance Registration & Verification
- Referral & Authorization Coordination
- Patient Relations & Issue Resolution
- Workflow Support & Problem Solving
- Caseload & Documentation Management
- Microsoft Word, Excel, PowerPoint & Outlook
- New-hire trainer
- Bilingual: English & Spanish
- HIPAA & Confidential Records
Personal Information
Title: Healthcare Operations | Front Office Leadership | Team Training
Timeline
Senior Front Office Assistant
Orlando Health Physicians Associates OB-GYN
12.2024 - Current
Senior Front Office Assistant
Orlando Health Digestive Health Institute
12.2023 - 12.2024
Medicaid Case Manager
Elder Care Planning of Florida
09.2020 - 09.2023
Customer Support Specialist
At Home Stores
04.2019 - 10.2020
Infant/Toddler, Early Preschool & Preschool Teacher
Primrose School at Avalon Park
05.2018 - 07.2018
Patient Care Coordinator
BioPlus Specialty Pharmacy
09.2015 - 02.2017
Patient Service Representative
Centauri Health Solutions (formerly Human Arc)
06.2005 - 08.2007
Patient Service Representative
Immediate Pharmaceutical Services (IPS)
03.2004 - 06.2005
Sales Representative
Victoria's Secret
08.2000 - 03.2004
Coursework - Life Coach
International Association of Professions Career College (IAP Career College)
High School Diploma -
Lincoln West High School