Yerislenia Dominguez

• Oversee daily operations of the Referral Department within a managed care environment.
• Supervise and support referral coordinators to ensure productivity, accuracy, and compliance with department standards.
• Manage referral and authorization workflows using Epic EHR and insurance portals.
• Monitor referral turnaround times, quality audits, and departmental performance metrics.
• Collaborate with providers, specialists, diagnostic centers, and internal departments to coordinate patient care.
• Handle escalated patient and provider concerns while maintaining HIPAA compliance and professional communication.
• Conduct staff coaching, onboarding, workflow training, and performance follow-ups.
• Prepare operational reports and support process improvement initiatives to enhance efficiency and patient satisfaction.
• Maintain knowledge of Medicare, Medicaid, commercial insurance guidelines, ICD-10, and CPT coding processes.
• Support workflow development and operational improvements across the managed care department.

• Recruited, interviewed and hired employees and implemented mentoring program.

• Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
• Oversee and manage the Orthopedic Referral Department, with expertise in insurance portals, training staff, and improving departmental efficiency and productivity.
• Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
• Managed high call volume, prioritizing urgent issues Communicating with patients, insurance companies and physician practices.
• Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
• Obtaining referrals from PCP offices
• Knowledge with Cerner/ Soarian programs

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Conducted insurance verification and managed referrals for 11 specialty groups, working closely with physicians and staff.
• Oversaw calendar scheduling for doctors, coordinating patient appointments and optimizing scheduling efficiency.
• Created referrals and assisted in managing patient flow through in-depth knowledge of CPT and ICD-10 codes.
• Managed data entry and record retrieval using the MDvita program, supporting timely access to medical information.
• Supported efficient office operations by multitasking across administrative duties, including answering phones, filing, and scanning documents.