Felicia Goffin
Elk River
Summary
Professional with strong organizational skills and effective time management. Proven ability to coordinate schedules, manage multiple priorities, and adapt to changing needs. Focused on team collaboration and achieving results, ensuring reliability and flexibility. Proficient in calendar management, communication, and problem-solving, bringing detail-focused approach to every task.
Overview
19
19
years of professional experience
Work History
Specialty Scheduling Assistant II
CentraCare Health System-Heart & Vascular Center
07.2014 - Current
- Scheduling duties including; working closely with nursing to maintain appropriate provider schedules; monthly patient recall management; enter and submit new patient referrals; maintain in-basket messages; handle incoming calls.
- Assist in scheduling follow-up appointments; schedule testing while following insurance guidelines; maintain scheduling work queues; maintain incoming and outgoing faxes.
- Reduce scheduling conflicts by closely monitoring deadlines and proactively rescheduling appointments as needed.
- Answer incoming calls; facilitate physician to physician calls; transfer and take messages for nursing; handling incoming emergency calls effectively and efficiently in accordance with specific procedures.
- Working knowledge of EPIC and Microsoft Office/Word/Excel.
Receptionist Supervisor
CentraCare Health System-Heart & Vascular Center
06.2018 - 01.2019
- Supervisor for scheduling at the Heart Center Clinic. Create work schedules; conduct yearly reviews; performance improvement reviews; create and maintain daily scheduling workflows; create workflows to improve and maintain scheduling/nursing relationship; create and maintain spreadsheets using Microsoft Word; conduct monthly scheduling meetings.
- Handled sensitive information discreetly, maintaining strict confidentiality while performing daily tasks and attending to client needs.
- Assisted in the recruitment process, conducting interviews and selecting highly-skilled candidates for specialty scheduling positions.
- Improved team performance by conducting regular training sessions and providing constructive feedback to scheduling staff.
Patient Representative
University Of Minnesota Physicians
08.2013 - 06.2014
- Greet patients and register appointments; answer telephone and direct calls; schedule procedures such as: MRI, joint injections, CT, etc.; prepare insurance prior authorizations for the surgery scheduling team; prepare billing reports, organize incoming faxes, and distribute to the appropriate provider; maintain and clean lobby.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
Patient Representative
Fairview Health Services
09.2008 - 06.2013
- Patient scheduling; answer phone; take messages for primary care physicians; transfer calls within the clinic and hospital; enter forms into patient records (ex: FMLA, medical equipment orders, immunization requests); fax patient release of information forms and prescriptions; maintain incoming and outgoing faxes; maintain clean lobby, etc.
- Implemented effective problem-solving techniques to resolve patient concerns promptly.
Registrar
Minnesota Gastroenterology
07.2006 - 04.2008
- Clinic reception desk.
- Greet and check in patients; chart preparation; answer telephone; make follow-up and lab appointments; mail duties; maintain clean lobby, etc.
- Previous knowledge of NextGen and Excellian.
Administrative Assistant
Hennepin Faculty Associates
04.2006 - 06.2006
- Clinic reception desk.
- Answer telephones and direct calls; greet patients and meet their needs and requests; pre-register all new patients for clinic appointments and ensure appropriate insurance coverage; prepare referrals as needed; prepare the next day's schedules for clinic patient appointments; maintain all patient, doctor and clinic schedules; provide other clerical support when necessary.
Education
High School Diploma -
St. Francis High School
St. Francis, Minnesota06.2003
Skills
- Scheduling Coordination
- Microsoft Products (Outlook, TEAMS, Excel, Word)
- EMR/EHR
- Strong Communication
- Patient Education
- Data Entry
- Maintaining confidentiality
- Deadline management
- Appointment scheduling
- Critical thinking
- Teamwork and collaboration
- Problem-solving
Timeline
Receptionist Supervisor
CentraCare Health System-Heart & Vascular Center
06.2018 - 01.2019
Specialty Scheduling Assistant II
CentraCare Health System-Heart & Vascular Center
07.2014 - Current
Patient Representative
University Of Minnesota Physicians
08.2013 - 06.2014
Patient Representative
Fairview Health Services
09.2008 - 06.2013
Registrar
Minnesota Gastroenterology
07.2006 - 04.2008
Administrative Assistant
Hennepin Faculty Associates
04.2006 - 06.2006
High School Diploma -
St. Francis High School
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