ISABEL SAENZ-TAYLOR
Belleville
Summary
Medical support professional dedicated to enhancing patient experiences and optimizing operational workflows. Successfully reduced wait-time anxiety through effective communication and patient education, while implementing initiatives that improved clinic performance. Proven track record in training staff and managing electronic medical records with attention to detail.
Overview
8
8
years of professional experience
Work History
Full-Time Caregiver / Homemaker
11.2024 - Current
- Dedicated time to family caregiving while managing daily household operations to ensure a supportive environment.
- Maintained professional development and industry knowledge, enhancing medical terminology proficiency in preparation for re-entering healthcare support field.
Patient Experience Coordinator
Athletico Physical Therapy
St. Louis
10.2022 - 01.2025
- Greeted and registered incoming patients with a warm and empathetic demeanor, significantly reducing lobby wait-time anxiety.
- Managed the master calendar and scheduled appointments for providers based on optimal patient loads, clinician specialties, payer guidelines, and availability.
- Educated patients on coverage benefits, clarifying explanations and discussing payment options to enhance understanding and ease financial concerns.
- Coordinated care for workers' compensation patients as the primary liaison among injured employees, employers, and insurance adjusters, ensuring seamless communication and support.
- Developed and implemented patient care improvement initiatives, enhancing patient experiences and contributing to clinic performance metrics.
- Secured prior authorizations for physical therapy (PT), occupational therapy (OT), and durable medical equipment (DME) by preparing and submitting detailed clinical documentation.
- Investigated issues and/or denials by checking patient eligibility and providing necessary documentation to resolve billing issues.
- Managed electronic medical records (EMR) with strong attention to detail, ensuring seamless data integrity and strict adherence to HIPAA privacy regulations.
- Acted as a liaison between other clinics in the region to provide administrative support and smoothly transfer patients between practices.
- Interviewed and trained new staff on front office and clinical procedures.
- Placed new supply orders, managed inventory, and restocked clerical spaces.
Chiropractic Technician & Desk Manager
Chiro One
O'Fallon
07.2021 - 09.2022
- Greeted patients by name, completed patient registration, and guided them through their prescribed active therapy routines.
- Consulted with patients to learn about their symptoms and performed patient examinations.
- Captured and analyzed x-rays.
- Maintained clinic flow while managing daily office administration such as appointment scheduling, ordering essential clinic supplies, indexing medical records, prepping patient charts, and handling all clinic communication via phone and email.
- Discussed insurance coverage, out-of-pocket expenses, and payment options with patients and/or their caregivers.
- Supervised and trained new staff on proper policies and procedures.
Rehabilitation Aide
Athletico Physical Therapy
St. Louis
02.2019 - 07.2020
- Assisted physical therapists with therapeutic exercise instruction and patient transfers, enhancing patient understanding of body mechanics.
- Monitored patient progress and communicated changes to physical therapists, ensuring timely adjustments to treatment plans.
- Performed ultrasound treatment and connected patients to TENS/STEM units to support patient rehabilitation efforts.
- Scheduled patient appointments, aligning treatment requirements with care delivery to enhance patient experience.
- Maintained cleanliness and sanitation of the clinic.
- Performed opening and closing procedures.
Member Service Associate
YMCA
O'Fallon
05.2018 - 07.2019
- Checked in members and guests while managing phones and collecting payments for memberships, personal training packages, and other YMCA programs.
- Assisted a high volume of customers daily, maintaining a positive attitude and prioritizing customer satisfaction.
- Addressed product and service concerns to enhance member retention and support sales of memberships and personal training packages.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Conducted "Cause-Driven" Tours aligning with organizational goals to engage and serve the community and members.
Education
Health Sciences & Pre-Physical Therapy (No Degree) -
Saint Louis University
Saint Louis, MOHigh School Diploma -
O'Fallon Township High School
O'Fallon, IL05-2018
Skills
- Clinical Support: Medical Terminology Proficiency, Electronic Medical Records (EMR) Management, and Assisting Patient Examinations/Treatments
- Patient Relations: Social Perceptiveness, Active Listening, Conflict resolution, and Compassionate Care
- Administrative & Operations: Patient Scheduling, Clinic Flow Optimization, Staff training, and Operational Efficiency
- Financial & Insurance: Medical Billing, Insurance Verification, Prior Authorizations, and Payment Processing
- Core Strengths: Attention to Detail, Organization, Critical Thinking, and Problem Solving
Timeline
Full-Time Caregiver / Homemaker
11.2024 - Current
Patient Experience Coordinator
Athletico Physical Therapy
10.2022 - 01.2025
Chiropractic Technician & Desk Manager
Chiro One
07.2021 - 09.2022
Rehabilitation Aide
Athletico Physical Therapy
02.2019 - 07.2020
Member Service Associate
YMCA
05.2018 - 07.2019
Health Sciences & Pre-Physical Therapy (No Degree) -
Saint Louis University
High School Diploma -
O'Fallon Township High School