Care Coordinator Front Desk
Resume:
Jolene Celeste Punches
Patient Care Coordinator/Office Management
Phoenix, AZ 85331
adua5q@r.postjobfree.com
- 10+ years of experience in dermatology/plastic surgery/esthetic environments
- A definite people person that understands the importance of building a long-term relationship with patients and giving each patient a 5 star experience
- Outstanding relationship building and communication skills.
- Extremely organized and able to multi-task to achieve set goals.
- Detail oriented with exceptional memory.
- Conscientious team player.
Work Experience
Patient Concierge*
*I interviewed for a senior patient care coordinator position. After 2 interviews there was a re-org and a previous employee was brought back to be the patient care coordinator, which I was unaware of. I was told the Patient Concierge position was being created for me and it would be a great fit for me and a developing role. I have not and do not see any sort of career path for my future. I feel it is best for me to move on toa role that better fits my experience and career goals
Gawley Plastic Surgery/MD Skin Lounge-Scottsdale, AZ
June 2022 to Present
-Provide customers with an experience that will always be remembered
-Provide knowledgeable information to patients but implement limits when questions should be referred to a provider.
-Initial point of contact for patients both over the phone and in person.
-Manage incoming leads
-Schedule initial pre-consultation appointments as well as follow-up appointments and other services as needed
-Manage Alle’ account. Call and send emails to patients that have expiring points to schedule appointments.
-Monitor, order and receive skin care product inventory
-Assist management with writing SOP for the new “patient concierge position” that would be rolled out to the 4 other offices
-Work with other offices to implement and understand the patient concierge role
Patient Care Coordinator/Front Office Lead
LASER ESTHETICA/NALINI PRASAD MD - Roseville, CA
March 2020 to March 2022 (Life changing event that had my family decide to move to Scottsdale, AZ)
-Manage all new patient phone calls and online inquiries.
-Manage and maintain follow-up protocol to ensure no patient inquiry is left untouched
-Schedule and conduct consultations for various office procedures including: Hair Transplants, Gainswave treatment for ED, BioTe hormone replacement therapy, fillers, botox, laser treatments and skin care.
-Schedule and manage surgery schedule
-Facilitate all pre-operative labs, testing and consents are signed as well as collecting fees.
-Monthly reporting to doctor of new patient leads status, new patient consultations, number of treatments done by category
-Manage flow of daily schedule
-Analyze schedule daily for scheduling errors or conflicts and rectify
-Manage inventory of skin care products and supplements. Order as needed.
-Train new employees on front office duties
-Create new front office protocols as needed and create SOP manual.
-Answer phones, schedule appointments and check patients
-Some MA duties as needed (clean rooms, set up for treatments, room patients, apply numbing -cream, take photos
-Create email blast using constant contact for specials, events, etc.
Patient Care Coordinator/Business Administrator
AUSTIN COSMETIC SURGERY - Lakeway, TX
January 2018 to February 2019 (Moved back to California to be closer to family )
-Conduct consultations with doctors, present financial quotes, schedule surgery, collect fees and assist with preops.
-Coordinating marketing efforts utilizing social media posts and joining local groups
-Create eblasts to send to patient base
-Work within the community to develop relationships with businesses
-Coordinate events both onsite and offsite
-Responsible for day-to-day operations of office.
-Payroll, A/R, A/P
-Assisting in hiring new staff
-Work with the doctors to implement SOP manual.
-Managing patient flow and front office employees
-Coordinate EMR implementation
-Develop appointment scheduling templates and rules
Patient Services Coordinator/Assistant Manager
NATURAL HEALTH STYLE - Palo Alto, CA
March 2013 to November 2014 (Relocated to Austin, Texas due to job change for my husband)
-Assist with administering patient’s wellness plan and testing
-Talk with patients in coordination with provider about patient treatment plan
-Follow up with patients to ensure their treatment plan is being followed
-Answer all incoming calls, schedule appointments and manage daily schedule to ensure proper flow
-Order supplements and supplies for patients and the office
-Effectively communicate with new and existing patients about our office philosophy, providing accurate information and promoting services
-Assist with marketing efforts to develop office promotional material, create monthly newsletter, and other marketing efforts such as mailers, newspaper ads and events.
Skin Care Consultant/Marketing
CALIFORNIA SKIN INSTITUTE/Greg Morganroth, MD - San Jose, CA
January 2011 to January 2013
-Responsible for evaluating, advising and selling skin care products to patients.
-Discuss various esthetic treatment options with patients, quote fees, schedule appointment for treatment
-Created skin bar area in flagship office.
-Work with private label vendors to create the most cost-effective line while also providing patients with high quality products.
-Saved the organization thousands of dollars by choosing to change private label vendors.
-Increased sales in first year by $125,000 in San Jose office.
-Evaluate new product lines
-Train new staff on skin care products
-Inventory
-Responsible for making sure that product in 10 offices is kept at necessary levels
-Responsible for ordering and receiving product.
-Conduct monthly inventory in each office
-Create monthly newsletter using constant contact
-Work with providers and vendors to create monthly promotions
-Assist with planning and executing company events such as monthly seminars, semi-annual galas, provider events.
Patient Care Coordinator/Front Desk Lead
DR’S DARYL HOFFMAN AND VINCENT LEPORE - San Jose, CA
August 2005 to April 2006
-Scheduling surgeries, consultations and follow up appointments for patients.
-Support multi line heavy phone system with ease.
-Managed doctor’s daily schedules to assure the day flowed smoothly
-Processing payments and assist with patient billing, including insurance and workman’s compensation.
-Assisted in obtaining prior authorizations for procedures and surgeries.
-Liaison between Doctor and patient to further educate them/support on various cosmetic procedures.
Patient Care Coordinator/Marketing Coordinator
MENKES & MORGANROTH, MD - Mountain View, CA
March 2003 to March 2005
-Primary point of contact for our patients to introduce, plan, educate and coordinate all pre-operative and post-operative processes.
-Draft policies and procedures relevant to the surgical process and monitor effectiveness. -Manage inventory and ordering of skin care products, brochures and marketing collateral. -Manage the marketing efforts for the office, which includes:
-Organize and facilitate marketing events both onsite and offsite.
-Continuously maintain before and after photo albums.
-Create quarterly newsletter.
-Constantly creating new ways to attract new clientele to the practice.
-Knowledge of medical office procedures, OSHA requirements, confidentiality
(HIPAA), insurance verification and billing.
Skills
-Nextech, Advanced MD, Modernizing Medicine, DrChrono, Prodata
-Constant Contact, Google Docs, Excel, Word, Powerpoint, Publisher, Outlook
-Inform & Enhance, Mirror Imaging
-Quickbooks
-Mac and Windows
-Social Media Platforms
Education
Academy of Cosmetic Arts – Los Gatos, CA
West Valley Junior College in Saratoga - Saratoga, CA
Santa Teresa High School in San Jose - San Jose, CA
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