Montserrat Valdivia

Dedicated healthcare administrative professional with more than 20 years of experience supporting busy multi-specialty medical practices. Skilled in patient coordination, front desk operations, physician support, scheduling, medical records management, insurance verification, referrals, and staff training. Recognized for exceptional patient service, strong organizational skills, and the ability to manage multiple priorities in a fast-paced healthcare environment.

Medical Secretary | Patient Care Coordinator | Patient Ambassador - OPTUM / UNITEDHEALTH CARE

(2002-12)

Provide administrative and patient care support for a busy medical practice consisting of 12 physicians, including cardiologists, gastroenterologists, internal medicine physicians, and an interventional cardiologist.

• Serve as Patient Ambassador, ensuring a positive patient experience and acting as a liaison between patients and healthcare providers.
• Complete new employee onboarding paperwork and provide system training for newly hired staff members.
• Manage high-volume patient phone calls received through the call center and address patient inquiries professionally and efficiently.
• Coordinate and schedule patient appointments, including annual visits, follow-up appointments, diagnostic testing, and specialty procedures.
• Process prescription requests and coordinate referrals for physical and occupational therapy services.
• Maintain accurate electronic medical records by scanning and uploading patient documents, physician notes, and incoming correspondence into EPIC.
• Prepare and transmit medical clearances, referrals, and patient records via fax and electronic systems.
• Perform all front desk responsibilities, including patient check-in and registration, assisting patients with eCheck-in procedures, verifying and scanning insurance cards, identification, and required documentation, collecting co-payments and outstanding balances, verifying referrals and insurance authorizations, and ensuring all required documentation is completed prior to appointments and testing.
• Consistently support office operations and assist colleagues as needed to ensure efficient patient care and workflow.

High School Diploma - Saint Agnes Academic High School (1998)

Associate Degree - Early Childhood Education - Queensborough Community College (2000)