Dayana Santos
Toronto,ON
Summary
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 20 years of relevant work experience to your team.
Overview
11
11
years of professional experience
Work History
Medical Administrative Secretary
Baycrest Hospital
08.2024 - Current
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Maintained inventory of medical supplies, ensuring adequate stock levels to support clinical operations without interruption.
- Provided exceptional customer service to all patients, addressing inquiries promptly and courteously while maintaining confidentiality.
- Reduced errors in medical coding by implementing thorough review process before submitting claims to insurance providers.
- Ensured continuity of care for incoming patients through thorough documentation in electronic health record system during transitions between appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained current and accurate medical records for patients.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
Communications Operator
Trillium Health Partners
07.2015 - Current
- Location and scheduling of medical staff (MediCaIl) Manage patient and general inquiries (Meditech)(Epic) Data entry Provide Spanish translation
- Answer and distribute a high volume of incoming calls Responsible for other duties as assigned
- Warmly greeted callers and helped in transferring to appropriate department or employee
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers
- Handled customer complaints using strong engagement, research and issue-resolution skills
- Performed data entry operations to update database with customer responses
- Responded to customer inquiries with patience and positivity to establish an excellent first impression.
Receptionist/Administrative Assistant
Verifone
03.2016 - 08.2016
- Answer telephone and direct to the right person Open and close projects Update spread sheet for employee attendance and log onto AJB software
- Update inventory when needed
- Create blueprints when needed
- Answered phone promptly and directed incoming calls to correct offices
- Resolved customer problems and complaints
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Managed multiple tasks and met time-sensitive deadlines
- Kept the reception area clean and neat to give visitors a positive first impression
- Corresponded with clients through email, telephone, or postal mail
- Maintained visitor log for entering and leaving facility for security purposes
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity
- Transcribed phone messages and relayed to appropriate personnel
- Organized paperwork such as charts and reports for office and patient needs
- Helped patients complete necessary medical forms and documentation.
Medical Administrative Clerk
AIM Health Group (Temp)
08.2015 - 02.2016
- Greet patients and check them in using Nightingale System Answer and book appointments for patients
- Assist Doctors with medical checks
- Take payments from patients when required
- WSIB Billing OHIP Billing/Payments Faxing and booking referrals when needed Keep track of money in the office when needed
- Opening and closing of clinic Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Issued invoices and followed up on outstanding payments to remind clients to pay on time
- Booked and prepared meeting rooms, planning for availability of refreshments.
Medical Administrative Clerk
Marketplace Medical (Temp)
03.2014 - 09.2015
- Greet patients and check them in using PS System Answer and book appointments for patients
- Assist Doctors with medical checks
- Take payments from patients when required
- Attaching and performing ECG on patients Attaching and explaining how Holter monitor works on patients
- Interacted with customers by phone, email, or in-person to provide information
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Issued invoices and followed up on outstanding payments to remind clients to pay on time
- Reviewed files, records and other documents to obtain information to respond to requests.
Medical Administrative Clerk
Toronto Western Hospital FHC
02.2014 - 08.2014
- Greet patients and check them in using PS system Answer and book appointments for patients
- Communications Operator University Health Network August 2001 to February 2014 Update and maintain on-call Database (Access) Location and scheduling of medical staff
- Manage patient and general inquiries (EPR) Provide Spanish translation
- Answer and distribute a high volume of incoming calls Responsible for other duties as assigned
- Interacted with customers by phone, email, or in-person to provide information
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients
- Updated patient information and insurance details for accurate electronic medical records
- Prepared and processed patient referrals and transfer requests.
Medical Administrative Clerk
Etobicoke Medical Clinic FHT
09.2013 - 01.2014
- Greet patients and check them in Update database for Mental Health, Registered Dieticians, RN, and RNP Update schedules for Mental Health and Registered Dieticians Book and manage appointments for Mental Health, Registered Dieticians, RNs and RNP Manage INRs Attending meetings and taking minutes Help prepare for RD, MH and RNs health information's sessions
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Registered patients and completed associated paperwork for accurate records
- Prepared patient charts by gathering and organizing medical records ahead of appointments
- Organized and maintained patient chart filing system to promote quick data finding for staff
- Processed medical insurance claims and payments.
Education
Medical Administrative -
Trios College
Mississauga, ON01.2013
Diploma in Law -
Trios College
Mississauga, ON01.2012
Certificate -
Toronto School of Business
Toronto, ON01.2001
Certificate in Professional Office Management -
Toronto School of Business
Toronto, ON01.2001
Secondary High School Diploma -
Bishop Allen Academy
Etobicoke, ON01.1997
Skills
- Strong organizational, time-management and inter-personal skills
- Type 50 words per minute
- Experience in data entry
- Effective oral and written communication skills
- Excellent customer service skills
- Flexible collaborator who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects
- Innovative analytical person who can generate workable solutions and resolve complaints
- Completion of a Basic Cardiac Life Support
- Fluent in Spanish
- Policy Development
- Appointment Scheduling
- Multi-Line Phone Systems
- Scheduling Expert
- Patient Demographics
- Computer Skills
- Medical Records Maintenance
- Phone and Email Etiquette
- Multitasking and Organization
- Insurance Billing Procedures
- Payment Collection and Processing
- EMR Software
- Managing Patient Records
- Appointment Coordination
- Patient Screening
Languages
Locations
- Toronto, ON
- Brampton, ON
Timeline
Medical Administrative Secretary
Baycrest Hospital
08.2024 - Current
Receptionist/Administrative Assistant
Verifone
03.2016 - 08.2016
Medical Administrative Clerk
AIM Health Group (Temp)
08.2015 - 02.2016
Communications Operator
Trillium Health Partners
07.2015 - Current
Medical Administrative Clerk
Marketplace Medical (Temp)
03.2014 - 09.2015
Medical Administrative Clerk
Toronto Western Hospital FHC
02.2014 - 08.2014
Medical Administrative Clerk
Etobicoke Medical Clinic FHT
09.2013 - 01.2014
Medical Administrative -
Trios College
Diploma in Law -
Trios College
Certificate -
Toronto School of Business
Certificate in Professional Office Management -
Toronto School of Business
Secondary High School Diploma -
Bishop Allen Academy
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