Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
Professional Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

  • Microsoft Office Suite
  • Team Building
  • Recruitment and Hiring
  • Decision Making
  • Handling Customer Complaints
  • Schedule Coordination
  • Complex Problem Solving
  • Attention to Detail
  • Meeting Coordination and Support
  • Travel Coordination
  • Honesty and Integrity
  • Goal Setting
  • Multitasking and Prioritization
Work History
10/2017 to Current OFFICE MANAGER Lineage Logistics | Redlands, CA,
  • Orientates and Trains Practice Coordinators, Patient Care Specialists and other personnel as needed.
  • Assists Supervisor with communication and implementation of changes and improvements on team.
  • Maintains master calendars and communicates schedule verbally and report any changes in Master schedule as appropriate.
  • Ensures clinic and on-call responsibilities are covered during physicians’ absences, follows clinic Protocol for all cancellations.
  • Prepare and or process correspondence, reports, memos, manuscripts and research protocols.
  • Schedule and invoices attorneys’ offices for IME’s depositions and other legal appointments.
  • Assist visitors and observers including scheduling academic programs, OR observations and social agenda.
  • Continually act as problem solver, to improve operations, recommend and implement operational improvements for practice to manager.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
  • Answers telephones pleasantly; takes complete and accurate messages; prepares and follows up on messages, inquires and refers callers as appropriate; ensures prompt delivery of messages to physicians and nurses
  • Open and reads mail and handles and/or reroutes as appropriate; maintains mail folders
  • Maintains master calendars and communicates schedule both verbally and written with physician regarding their schedules; I must know where doctors are at all times
  • Keeps Master Schedule and OC Weekly Schedule documents current
  • Reports changes in master schedules using EPIC Cancellation/Change distribution list
  • Ensures clinic and on-call responsibilities are covered during physicians’ absences; alerts Director of Administration of coverage arrangements. Follows VC Clinic Protocol for all cancellations.
  • Ensures physician has all necessary licenses and certification and that they are up-to-date
  • Assists in completion of reappointment paperwork and other similar paperwork, attaches all appropriate certificates, CME information, etc.
  • Types routine letters for patients, assists in completion of patient forms
  • Ensures all faxes are cleared off machine and distributed throughout day
  • Continually acts as problem-solver, to improve operations, recommends and implements operational improvements for practice to Manager
  • Greets visitors and assists as needed
  • Facilitates any physicians requests throughout day
  • Ensures timely return of medical charts and filing to medical records
  • Maintains travel schedules
  • Maintains meetings folders and processes meeting registration forms, requests registration checks and other requests as needed
  • Updates doctor’s CVs
  • Prepares and submits doctors travel and expense reimbursement forms, with proper back-up documentation; submits for check requests and invoice payments
  • Prepares correspondence as requested by physicians
  • Provides full coverage for additional doctors’ offices during lunch, vacations, sick, etc.
  • Maintains strict patient confidentiality
  • Attends all regular staff meetings
  • Reviews Electronic Health Records work list and Surgeon’s upcoming OR schedule
  • Locate preoperative surgical paperwork, insurance and demographic information in patient’s EHR chart then contact patient to schedule procedure
  • Review available dates or tentative date noted on surgical booking sheet
  • Contact proposed surgical patients
  • Verifies patient and/or family member patient’s demographic information, active insurance listed in IDX.
  • Discuss details of Surgical Scheduling process with patient preoperatively
  • Discusses pre-operative instructions with patient and schedules all appropriate preoperative tests, as directed by physicians, anesthesia and medical center.
  • Contact Financial Coordinator/s to facilitate in and out of network financial information and communicate to patient their responsibilities
  • Assists patients with setting up payment plans, and collects pre-surgical deposits.
  • Obtains pre-certification/pre-authorization from insurance companies prior to surgery procedure as
  • Verifies patient eligibility and coverage for th procedure; if patient is not eligible on date of service, or procedure is not covered benefit, explains this to patients
  • Counsels patients preoperatively regarding their potential financial obligations, and provides information about patient insurance coverage
  • Scans all pretesting results and medical clearance into EPIC Electronic Medical Records for Hospital Pre-Op Chart Review
  • Responds to written and telephone inquiries from patient and carriers regarding planned surgeries.
  • Maintains communication among physician, patient, insurance company and hospital at all times.
  • Receives instructions from physicians about which surgery or test is recommended
  • Schedules surgical procedures as outlined by Team work flows and protocols
  • Schedules procedure in EPIC system and OR Manager System, according to department guidelines and physician scheduling protocols.
  • Provides all business and clinical paperwork prior to surgery, using physician-approved forms and checklists.
  • Schedules pre-operative and post-operative appointments for patients.
  • Order instrumentation/equipment for procedure and /or schedule ICU beds or Private rooms.
  • Coordinates all appropriate pre-operatives testing needed for procedure with Primary Care Doctor/Cardiologist.
  • Mail and/or email surgery packet to patient
  • Once date obtained, scheduler will task their respective Pre-Operative Nurse to contact patient to provide additional information regarding surgery
  • Fine tune in OR Manager, EPIC and Electronic Health Records
  • Email provider order of his/her cases in advance for approval
  • Should doctor change his/her cases on any given day, following needs to take place:
  • Reschedule date in EPIC and OR Manager
  • Email MMOR (material management) to revise order for equipment
  • Send new surgical packet to patient with new date and new post op visit
  • Contact insurance company with new date to ensure authorization number is updated
  • Update surgical paperwork in EPIC with new dates and information
  • Depending on date change, reschedule pre-op appointment, medical clearance, pre-op Education and first post op appointment
  • Review daily indication for surgery list to finalize date of surgery with patient and enter completed information on check list.
  • Assist patient with additional questions they may have.
  • Serve as liaison between departments or hospital in resolution for day to day operational problems while meeting deadlines
  • Communicates with all new and established patients to schedule their office appointments.
  • Appointments are scheduled via phone utilizing our scheduling system (IDX).
  • Daily review of 902 Televox report to ensure all request to cancel appointments are processed.
  • Retrieve messages from automated and night service voicemail; returning all calls before 5pm on same business day.
  • Responds to all incoming email and Telemed (roll over service) request for appointments.
  • Prospectively informs all new and established patients about practice’s payment at time of service policy, and ensures they understand they are to arrive with their referral form, x-rays, etc.
  • Informs patient of financial responsibility, if physician doesn’t participate with patient’s specific insurance plan.
  • Obtains patient’s insurance, demographic, workers compensation and no-fault information and enters data into IDX system with 100% completeness and accuracy.
  • Verify all new and established patients’ insurance eligibility, utilizing Experian system.
  • Email or mail welcome letters/packets for all new patients scheduled for appointment.
  • Address all CROWN EMR tasks list sent by clinical teams for appointment requests.
  • Responsible for appointment reminder phone calls to patients; one to two day prior to their scheduled appointments.
  • Handle re-scheduling of all patients when physician has to cancel or alter office hours.
  • Files/scans lab reports, written and telephone correspondence, physician dictation/notes, progress notes, radiology reports, disability forms, workers compensation forms, pertinent insurance information and other approved documents, into CROWN when necessary.
  • Answer all essential questions relating to patient’s insurance, appointment or physician.
  • Completes all other duties assigned by Patient Access Manager or Supervisor.
  • Monitored accuracy of credentialing policies and procedures to ensure compliance with accreditation requirements and managed credentialing database.
  • Functioned as primary credentialing contact for all internal and external inquiries.
  • Prepared and facilitated credentialing audits with every major health plan.
  • Served as primary liaison between senior management team and physicians.
  • Recommended and implemented revisions to current operating procedures.
  • Assisted with hospital appointments and re-appointments.
  • Answered multi-line phone and rerouted calls.
Expected in 05/2021 Bachelor of Arts | Spanish Hunter College of The City University of New York, New York, NY GPA:
Native or Bilingual
Native or Bilingual

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