What
does appointment scheduling entail?
I receive all incoming faxes from our contracted medical groups
and process authorizations for new or follow-up patients who
have been referred for specialty service at UCLA. I phone
the patients, pre-register them, get their medical records
and coordinate appointments with the appropriate specialists
or arrange for special test procedures. On average, we help
approximately 1,500 patients a month.
What
do you find particularly rewarding about your job?
I'm able to help many patients. The Physician Referral Service
(PRS) line is often the gateway to UCLA Healthcare; therefore,
for many patients we are their first contact. I find that
patients may be confused when I contact them because they
are worried, may live far away, and are overwhelmed with the
prospect of seeing a new doctor and the possibility of multiple
appointments on the same day.
I do
my best to make their experience as pleasant and easy as possible
so that the patients simply need to check in, show their insurance
card and wait for their appointment. Their authorization and
medical record should be waiting for them at the physician's
office.
Patients
are very happy to have someone to help. They don't know what
to expect or what they need when calling.
Can
you recall a particularly heartwarming encounter?
A woman in Bakersfield needed pulmonary and urology appointments.
She was hesitant to come to UCLA because she didn't speak
English. She thought her doctor would refer her to a local
specialist and was very surprised and worried when I contacted
her from UCLA. I spoke to her doctor for clarification, and
proceeded with registering and coordinating her necessary
appointments. I also spoke to her in Spanish which put her
at ease. She was so appreciative of the kindness and care
that she encountered during her UCLA appointments that she
wanted to meet me and introduce herself.
How
did you find this career?
By accident. I had just graduated from a business program
and was looking for work. Without any experience, it was difficult
to get my foot in the door. As back up, I had already signed
up to join the Marines. I responded to a job listing in the
Los Angeles Times, interviewed and was hired at Jules
Stein Eye Institute a week or two later. I worked up the ladder
to my present position, but my jobs have all been related
to registration, insurance, clinical and phone areas.
How
do you spend your spare time?
At home in Pico Rivera, I love to cook. The Food Channel inspires
me to try new recipes, and I find that it's a great way to
relieve stress. I enjoy trying all kinds of foods but my favorite
style is Mexican. My specialty is tamales from an old family
recipe that I have "tweaked" just a little through
the years.
I love
to swim, spoil my dog Scooby and spend time with my two sons
and one daughter. My older son actually did join the Marines
and just returned from Iraq. It's a blessing to have him back. |
