Paula Gandolfi
Abbotsford,Canada
Summary
Compassionate and patient care-focused Medical Office Assistant with a strong attention to detail and excellent time management skills. Thrives in fast-paced work environments. Dedicated team player with a positive attitude, effective communication skills, and a strong work ethic. Fluent in both English and Spanish, enabling effective communication with diverse patients.
Overview
19
19
years of professional experience
Work History
Treatment Coordinator
Valley Laser Eye Center
01.2020 - 01.2024
- Counselled and guided patients through the intake process over the phone and in person
- Created new patients’ files and booked their consultation appointments using Next Tech Electronic Medical Records System (EMR)
- Assisted patients at check in and check out while keeping patient flow by using Room Manager
- Coordinated incoming and outgoing specialist referrals, send out records and monitored appointments requests
- Scheduled patients for RLE, ICL and PRK surgeries, reviewed their medical history, measured their blood pressure, obtained their height, weight and BMI, explained pre and post instructions and walked them through the paperwork process
- Managed weekly MSP clinic billing using Accuro software
- Coordinated referrals to specialists or additional services as needed, expediting access to necessary care.
- Managed patient records with accuracy and confidentiality, maintaining compliance with HIPAA regulations.
- Enhanced treatment outcomes for patients through thorough follow-ups and ongoing support.
- Educated patients on available treatment options, enabling informed decision-making for optimal health outcomes.
- Liaised between patients, families, and healthcare providers to address concerns and optimize communication throughout treatment processes.
- Reduced wait times for appointments and treatments by efficiently managing schedules and resources.
- Served as a reliable point-of-contact for both patients and healthcare providers, facilitating effective communication channels during care coordination.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Treatment Coordinator
Valley Laser Eye Center
01.2020 - 01.2024
- Counselled and guided patients through the intake process over the phone and in person
- Created new patients’ files and booked their consultation appointments using Next Tech Electronic Medical Records System (EMR)
- Assisted patients at check in and check out while keeping patient flow by using Room Manager
- Coordinated incoming and outgoing specialist referrals, send out records and monitored appointments requests
- Scheduled patients for RLE, ICL and PRK surgeries, reviewed their medical history, measured their blood pressure, obtained their height, weight and BMI, explained pre and post instructions and walked them through the paperwork process
- Managed weekly MSP clinic billing using Accuro software
Patient Coordinator
PT Health
01.2019 - 01.2020
- Scheduled, coded and coordinated up to sixty appointments a day for seven therapists using Innocare Electronic Medical Records System (EMR)
- Handled ICBC and WSBC claims by communicating with adjusters and case managers, tracking coverage, billing and submitting reports
- Billed patients direct, submitted third party insurance claims through Telus Health and collected co-payments
- Acted as Administrative Lead during Covid 19 crisis, managing the clinic office, introducing and setting virtual appointments using Adracare software
- Managed inventory of office and medical supplies, accounts receivables and bank deposits
- Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
- Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
- Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
- Ensured accuracy of insurance information for each patient visit, verifying coverage details ahead of time for smooth processing at appointment time.
- Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Contributed to a positive atmosphere within the clinic by maintaining a professional demeanor and compassionate attitude towards all patients.
- Collaborated closely with billing departments to resolve any discrepancies or issues related to patient accounts, reducing payment delays.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Crisis Line & Intake Support worker
Battered Women Support Services
01.2016 - 01.2017
- Provided emotional support and crisis intervention for women who suffered abuse or trauma by completing over 100 hours of volunteer work
- Assessed and interviewed clients through the intake process, identifying their support and needs requirements
- Arranged for appropriate internal or external referrals and scheduled appointments
- Co-facilitated Latin Women Support Group weekly in Spanish
- Developed strong rapport with clients by consistently demonstrating respect, understanding, and genuine concern for their wellbeing.
- Established trusting relationships with clients and their families through empathetic communication and active listening.
- Coordinated appointments for clients with healthcare providers to promote consistent access to essential medical services.
- Provided crisis intervention services when necessary, effectively de-escalating challenging situations while maintaining client safety.
- Assisted clients in accessing available resources such as housing options, financial supports, and healthcare services.
- Advocated for client rights and preferences in interactions with external service providers to ensure equitable access to necessary supports.
- Collaborated with interdisciplinary teams to develop and implement individualized care plans for each client.
- Facilitated group workshops on personal development topics, contributing to client's growth and self-awareness.
- Supported clients in accessing community resources, enhancing their integration and participation in community activities.
- Assisted clients in identifying community resources and connecting with appropriate services.
In Room Dining Coordinator
Hilton Metrotown Vancouver Hotel
01.2005 - 01.2015
Education
Medical Office Administrator Diploma -
Sprott Shaw College
Surrey, BC01.2018
Hospitality Management Diploma -
Canadian Tourism College
Surrey, BC01.2004
Skills
- Appointment scheduling
- Recordkeeping
- Patient Care Coordination
- Insurance Verification
- Treatment Planning
- Exam Room Preparation
- Customer Service
- Accurate filing proficiency
- Organizational Skills
- Scheduling
- Patient Flow Management
- Patient Registration
- Medical Terminology
- HIPAA Compliance
- Office Administration
Volunteer Experience
Crisis Line & Intake Support worker, Battered Women Support Services, Vancouver, BC, 01/01/16, 12/31/17, Provided emotional support and crisis intervention for women who suffered abuse or trauma by completing over 100 hours of volunteer work, Assessed and interviewed clients through the intake process, identifying their support and needs requirements, Arranged for appropriate internal or external referrals and scheduled appointments, Co-facilitated Latin Women Support Group weekly in Spanish
References
Available upon request
Awards
- Service Excellence Certificate of Nomination, Vancouver Tourism Award, 01/01/14
- Appreciation for Excellent Customer Service, Hilton Metrotown Vancouver Hotel, 01/01/10
Timeline
Treatment Coordinator
Valley Laser Eye Center
01.2020 - 01.2024
Treatment Coordinator
Valley Laser Eye Center
01.2020 - 01.2024
Patient Coordinator
PT Health
01.2019 - 01.2020
Crisis Line & Intake Support worker
Battered Women Support Services
01.2016 - 01.2017
In Room Dining Coordinator
Hilton Metrotown Vancouver Hotel
01.2005 - 01.2015
Hospitality Management Diploma -
Canadian Tourism College
Medical Office Administrator Diploma -
Sprott Shaw College
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