Karlo Abadicio
Administrative Assistant/ Patient Experience Coordinator / Customer Service Representative
Milpitas
Summary
Dedicated professional with over 10 years experience of Customer Service in a medical setting. Organized and dependable at managing multiple priorities with a positive attitude. Demonstrates exceptional organizational abilities and excellent communication, contributing to seamless patient care coordination. Experienced in fast-paced working environment with expertise in completing various tasks.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Administrative Assistant 3
UCSF Orthopedic Trauma Institute - SF General
06.2023 - Current
- Managed a high call volume/voicemails, prioritizing tasks to provide exceptional customer service in a fast-paced environment.
- Main appointment scheduler for new and established patients.
- Addressing concerns and answering questions about appointments promptly.
- Provides efficient check-in and check-out processes to patients.
- Handled patient referrals and schedule them in a timely manner. Works closely with referring doctors/ clinics for continuity of care for patients.
- Handled cancellations professionally, rescheduling patients in a timely manner while minimizing disruptions to daily operations.
- Balanced provider schedules evenly between new consultations, follow-up visits and post-op visits for optimal care continuity.
- Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
- Managed and maintained accurate patient records, ensuring communication between patients, providers, and insurance companies.
- Helps with surgery scheduling for patients. Schedule time and date, guide patients on their pre op requirements and schedule post op visits.
- Established a professional working relationship with insurance representatives, case managers, external medical facilities, referring providers, office staff and clinic doctors.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
Administrative Assistant /Guest Services Associate
UCSF Medical Center Parnassus
06.2022 - 06.2023
- Ensure guest screening services are effectively delivered to patients and guests of UCSF Health.
- Responsible to greet, screen check-in and badge patients and visitors.
- Responsible for trouble shooting customer service challenges and to resolve customer service issues for the best possible outcomes for the people we serve.
- Perform and prioritize multiple tasks in a complex environment.
- Exemplify UCSF Health values through demonstration of exceptional service and follow UCSF Health Policies and Procedures.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Assisted development and implementation of new administrative procedures.
- Responded to patient and guest inquiries in a courteous and timely manner.
- Provided support to entire staff which helped improve process flow and boosted efficiency.
Patient Experience Officer / Representative
St. Luke's Medical Center
04.2013 - 01.2019
- Acted as main point of contact for patients, doctors and hospital staff.
- Recommended service improvements to minimize patient issues and complaints.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions.
- Supported patient admissions, discharges and transfers.
Education
Bachelor Of Science - Nursing
Kester Grant College
Quezon Avenue, Quezon City 03.2006 - 03.2010
Early Childhood Education
Montessori Teacher Education Center - San Francisco Bay Area
San Francisco, CA 09.2019 - 04.2021
Skills
-Solid organizational skills
-Ability to use sound judgment in responding to issues and concerns
-Working knowledge of common computer application programs (Word, Excel, Outlook, Powerpoint, EPIC)
-Skill in problem identification and escalation with good judgment
-Knowledge of common medical terminologies
-Appointment scheduling and calendar management
-Clerical and Administrative support
-Works well with others
-Multi-task with demanding timeframes
-Excellent written and oral communication
-Great Telephone Etiquette
Languages
English
Filipino
Timeline
Administrative Assistant 3
UCSF Orthopedic Trauma Institute - SF General
06.2023 - Current
Administrative Assistant /Guest Services Associate
UCSF Medical Center Parnassus
06.2022 - 06.2023
Early Childhood Education
Montessori Teacher Education Center - San Francisco Bay Area
09.2019 - 04.2021
Patient Experience Officer / Representative
St. Luke's Medical Center
04.2013 - 01.2019
Bachelor Of Science - Nursing
Kester Grant College
03.2006 - 03.2010
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