Ana Fagen
New Bethlehem
Summary
Dynamic professional with extensive experience at Armstrong County Memorial Hospital, excelling in customer service and appointment scheduling. Proven ability to enhance operational efficiency and improve patient experiences through strong organization and effective communication. Recognized for implementing process improvements that reduced wait times and streamlined patient admissions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Unit Secretary
Armstrong County Memorial Hospital
Kittanning, PA
06.2022 - Current
- Managed patient records and documentation with accuracy and attention to detail.
- Coordinated communication between medical staff and patients to enhance service delivery.
- Scheduled appointments and maintained calendars for multiple healthcare providers efficiently.
- Processed insurance verification and authorizations to streamline patient admissions.
- Organized and prioritized administrative tasks to support clinical operations effectively.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
Registration Clerk
Punxsutawney Area Hospital
Punxsutawney, PA
03.2021 - 06.2022
- Processed patient registrations efficiently, ensuring accurate data entry and adherence to protocols.
- Assisted patients in completing registration forms, providing clear instructions and support.
- Managed appointment scheduling, coordinating with healthcare providers to optimize patient flow.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Utilized electronic health record (EHR) systems to track patient information and updates accurately.
- Collaborated with medical staff to resolve registration issues promptly, enhancing service delivery.
- Implemented improvements in registration procedures, reducing wait times for patients during peak hours.
- Completed registration paperwork, verifying accurate patient information.
- Answered patient questions and inquiries regarding registration process and documentation.
- Managed high call volumes while accurately scheduling appointments and directing calls to appropriate departments as needed.
- Entered patient information into payment system accurately for billing purposes.
- Assisted patients with questions or concerns about their appointments, addressing any issues promptly and professionally.
- Safeguarded patient privacy with strict adherence to data security protocols related to electronic health records.
- Updated patient contact information to support accurate electronic medical records.
- Confirmed patient demographics and updated practice management software for accuracy.
- Verified insurance benefits and obtained pre-authorizations before any medical procedures were performed.
- Expedited emergency department admissions by quickly gathering necessary information while maintaining a calm demeanor under pressure.
- Reduced errors in insurance verification, ensuring accurate billing and timely payments from insurance companies.
- Welcomed as many as Number patients daily, directing to appropriate departments within facility and coordinating assistance with transportation.
- Collaborated with hospital staff to ensure smooth transitions between departments and services for patients.
- Supported diverse patient populations by effectively communicating with individuals of varying cultural backgrounds, language skills, or abilities.
- Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
Unit Supervisor
Training Toward Self-reliance Inc. Ttsr
Sligo, PA
05.2016 - 04.2021
- Supervised daily operations, ensuring adherence to safety and quality standards.
- Trained and mentored staff in operational procedures and best practices.
- Developed schedules to optimize workflow and improve team efficiency.
- Conducted regular performance evaluations and provided constructive feedback.
- Implemented process improvements to enhance service delivery and reduce waste.
- Monitored inventory levels, ensuring adequate supplies for operational needs.
- Facilitated communication between departments to streamline project execution.
- Improved unit efficiency by streamlining processes and implementing new management strategies.
- Boosted employee engagement levels through regular staff meetings, transparent communication, and recognition programs.
- Achieved higher productivity levels by monitoring performance metrics and providing regular feedback to team members.
- Exercised independent judgment to adapt and apply guidelines to unit staff in housing units.
- Logged maintenance request details with plant problem and date of referral to monitor resolution of work order.
- Mentored newly hired employees, helping them acclimate quickly to the company culture and job responsibilities.
- Prepared referrals to counselors for special counseling and therapy to support treatment needs.
- Enhanced customer satisfaction rates by addressing inquiries and resolving issues in a timely manner.
- Facilitated ongoing professional development opportunities for team members, fostering an environment of growth and learning within the unit.
- Enhanced overall operational efficiency by regularly reviewing and updating departmental policies, procedures, and guidelines.
- Recognized as an effective leader who consistently met or exceeded departmental goals and objectives through strategic planning and execution.
- Proactively identified areas of improvement within the unit, implementing corrective actions to prevent future issues from arising.
- Provided assistance in preventing escapes, fights and violations of facility rules in event of code.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Handled complaints from patients and families and immediately took steps for quick resolution and to prevent reoccurrence.
- Maintained adequate stock of medications, supplies and equipment to meet patient needs.
- Met with nursing staff and support personnel to plan services, programs and activities.
- Promoted patient independence by establishing patient care goals and taught and counseled patients, friends and family about medications and self-care skills.
- Coordinated nursing with other services to promote continuity of total regimen of care.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Education
High School Diploma - Yeah, This Is Ana Ana
San Jose High/Colegio El Rosario
San Jose, CASkills
- Incoming call reception
- Strong organization
- Customer service
- Telephone reception
Certification
General businesses administration certification.
Timeline
Unit Secretary
Armstrong County Memorial Hospital
06.2022 - Current
Registration Clerk
Punxsutawney Area Hospital
03.2021 - 06.2022
Unit Supervisor
Training Toward Self-reliance Inc. Ttsr
05.2016 - 04.2021
High School Diploma - Yeah, This Is Ana Ana
San Jose High/Colegio El Rosario