Edna Sugatan
Waldorf
Summary
Versatile medical management professional with over 35 years of experience supporting and managing single and multi-physician operations. Possesses in-depth knowledge of office management, medical billing procedures and insurance claims processing while providing top-notch customer service skills. Exceptionally good in practices and principles of clinical operations and administration with a strong ability to deal with challenges, identify problems and implement resolution to sustain high standards of practice.
Overview
34
34
years of professional experience
Work History
Front Desk Lead
Mid-atlantic Skin Surgery Institute
Waldorf
11.2021 - Current
- Oversaw clinic front desk's daily operation; led six receptionists while providing coverage for three geographically separated locations
- Collaborated with senior management, clinical, and support staff ensuring outstanding customer care and fostering a welcoming atmosphere
- Trained and mentored front desk team members and resolved customer complaints swiftly to enhance operational efficiency
- In-house expert on all facets of front desk operation and sought improvement opportunities by performing billing actions, greatly influencing collections actions and reducing receivables
Center Manager III
Community Medical Centers
Vacaville
05.2021 - 08.2021
- Oversaw facility's daily operation; managed a staff of 45, supported 14 providers and coordinated health care activities to 5,600 patients monthly
- Oversaw daily operations of medical office, front desk, clinical records, health promotion, and back office clinical functions; led frequent collaboration sessions to share and discuss site data, dashboard, and various reports
- Collaborated with COO, CMO, clinical leaders, and providers in the development, implementation, and evaluation of health services to create an efficient patient-centered care environment
- Responsible for personnel management; teamed with CNO and nursing leadership to ensure quality and staff competencies, fostered productive and professional relationships, and led employees to accomplish objectives and encourage motivation
- Ensured regulatory compliance and performed as Northern Clinic QI team co-lead; collected and utilized data to drive efficiency, achieve results, and develop staff, applying PDSA cycle to achieve measurable improvements
- Ensured patient satisfaction; maintained personal effectiveness under pressure, resolving patient concerns and formulating corrective actions; routinely sought by-name by patients, boosting patient satisfaction rating from 78% to 94%
Front Office Supervisor
Community Medical Centers
Vacaville
02.2019 - 05.2021
- Supervised 9 personnel; led, directed, and managed daily operations of Receptionists, Referral Coordinators, Outreach and Enrollment and Medical Records staff
- Filled as Center Manager III for 9 months; oversaw daily medical center operation, ensured appropriate daily staffing levels, and coordinated changes in staff schedules to assure proper service standards
- Assisted Center Manager with staff recruitment, orientation, performance appraisals, training, coaching, and mentoring; communicated closely with Human Resources to ensure follow-up on any challenges, concerns, or staff performance
- Promoted effective communication and coordination; fostered collaborative teamwork, staff engagement, and positive working relationship between various teams and all staff members
- Developed and implemented best front office practices to maximize patient flow, increase patient satisfaction, and ensure ongoing compliance with regulatory requirements
- Leveraged medical management expertise; performed Patient Advocate duties, assisting staff in promptly addressing patient complaints and formulating solutions
Medical Receptionist Team Lead
Community Medical Centers
Vacaville
10.2017 - 02.2019
- Facilitated front desk's daily operation; oversaw center's administrative functions and managed patient intake and office flow within fast-paced, 11 provider medical practice
- Supervised five personnel, managing staff schedules, recruitment, training, appraisals, and skills development
- Monitored patient waiting area, evaluated patient satisfaction, and addressed patient concerns as Patient Advocate
- Ensured timely customer service; booked appointments, checked-in patients, and validated insurance coverages
- In-house expert on Partnership Healthplan, Medical, CHDP, Family PACT, Every Women Count coverages; proficient in NextGen software
Medical Office Clerk, Family Health Clinic
U.S Air Force
Ramstein Air Base
08.2014 - 07.2017
- Performed administrative support; managed 11 providers, coordinated schedules, and created appointment templates for 8K patient visits
- Validated patient eligibility and obtained patient insurance information for billing
- Provided patient support; coordinated laboratory, x-ray and prescription requirements
- Key link for requisition; organized supply and facility management services as required
- Utilized EMR software to manage patient records and files; reinforced and upheld patient confidentiality as required by HIPAA
Medical Administrative Clerk, Central Appointments
U.S. Air Force
Yokota Air Base
09.2012 - 03.2014
- Coordinated and managed patient appointments for 5 primary and specialty clinics in support of 11K beneficiaries
- Validated provider schedule, cleared staff availability, and liaised with clinic leads, ensuring timely clinic access for care
- Provided customer support; initiated requests for telephone consults and coordinate patient referrals
- Key link with MiCare messaging system; provided patient responses and relayed information to clinic leads
Medical Practice Manager, General Surgery
Dr. John R. Brent
Fort Walton Beach
06.2006 - 02.2010
- Managed daily clinical operations and administered clinic’s medical record system
- Business office manager; tracked patient accounts, posted insurance charges/payments
- Performed patient screening, obtained vitals and verified procedures and surgeries
- Administered pre-operative instructions and assisted in minor office procedures
- Accomplished patient management; tracked cancer patients, ensured current labs/rads
- Performed accurate and timely medical coding; transcribed relevant E&M and CPT codes
Medical Billing Specialist
Orthopedic Associates
Fort Walton Beach
05.2005 - 06.2006
- Insurance company liaison; coordinated pre-authorizations and tracked patient accounts
- Verified patient coverage, collected payments, and posted medical charges
- Performed accurate and timely medical coding; transcribed relevant E&M and CPT codes
- Managed Workman’s Compensation and coordinated and resolved insurance appeals
Admission and Disposition Clerk
U.S. Air Force
Bitburg Air Base
09.2003 - 03.2005
- Responsible for patient admission and disposition; performed patient registration
- Managed pre-admission process; assisted same-day surgery and obstetrical patients
- Focal contact for birth and death certificates; coordinated completion and notifications
Office Manager, Otolaryngology Clinic
Dr. Michael J. Lanser
Tamuning
04.1999 - 03.2002
- Responsible for clinical and business office management; led daily office operations and patient management
- Performed patient screening, interviewing, scheduling,and minor procedure assisting
- Managed patient accounts, tracked open claims, and performed insurance verifications
- Performed accurate and timely medical coding; transcribed relevant E&M and CPT codes
Office Manager, Cardiology Clinic
Dr. Pradeep Srivastava
Oxon Hill
10.1997 - 12.1998
- Responsible for clinical and business office management; led daily office operations, leading six staff members
- Performed patient screening, interviewing, scheduling and assisting in office procedures
- Managed patient accounts, tracked open claims and insurance verifications
- Assisted in venipuncture, EKG, 24-hrs holter monitor and stress tests
Medical Billing, Internal Medicine/Geriatric
Dr. Suresh K. Gupta
Silver Spring
09.1991 - 10.1997
- Responsible for front office management; performed patient screening and scheduling, leading 4-member team
- Managed patient accounts, tracked open claims and insurance verification
- Performed accurate and timely medical coding; transcribed relevant E&M and CPT codes
- Accomplished EKG exams and performed blood drawing
Skills
- Highly dependable
- Strong work ethic
- Team player with positive attitude
- Excellent attention to detail
- Problem solving
- Relationship and team building
Timeline
Front Desk Lead
Mid-atlantic Skin Surgery Institute
11.2021 - Current
Center Manager III
Community Medical Centers
05.2021 - 08.2021
Front Office Supervisor
Community Medical Centers
02.2019 - 05.2021
Medical Receptionist Team Lead
Community Medical Centers
10.2017 - 02.2019
Medical Office Clerk, Family Health Clinic
U.S Air Force
08.2014 - 07.2017
Medical Administrative Clerk, Central Appointments
U.S. Air Force
09.2012 - 03.2014
Medical Practice Manager, General Surgery
Dr. John R. Brent
06.2006 - 02.2010
Medical Billing Specialist
Orthopedic Associates
05.2005 - 06.2006
Admission and Disposition Clerk
U.S. Air Force
09.2003 - 03.2005
Office Manager, Otolaryngology Clinic
Dr. Michael J. Lanser
04.1999 - 03.2002
Office Manager, Cardiology Clinic
Dr. Pradeep Srivastava
10.1997 - 12.1998
Medical Billing, Internal Medicine/Geriatric
Dr. Suresh K. Gupta
09.1991 - 10.1997