Patient Services Call Center
Resume:
MERLIN PINEDA NAVA
Upland CA ***** · Phone 323-***-****
ad9tar@r.postjobfree.com
SUMMARY
Professionally desiring a position that would utilize my full potential and knowledge in patient services. I am easily approachable, motivated, and I have a willingness to learn and grow within the company. Strengths include problem solving, written and oral communication, with teammates in a positive and effective manner that encourages a positive work environment. EXPERIENCE
2023 - PRESENT
PATIENT SERVICES LEAD
Responsibilities:
● As Patient Services Lead I am involved in the clinic workflow including but not limited to front office call center and back office.
● Use of EHR for scheduling registration and documenting patient data.
● Primary facilitator of patient feedback and complaints.
● Investigate and communicate patient feedback with the clinic manager.
● Communicate efficiently and effectively with all medical staff regarding patient inquiries.
● Assist clinic manager with implementing process improvements (review office workflow from patient point of view)
● Reach out to patients who are no-shows to their scheduled appointments.
● Assist with PPE inventory and orders.
● Notify patients of normal and abnormal laboratory findings as instructed by the clinical Director.
● Perform other clinical duties including but not limited to patient triage, data collection and recordings, administration of vaccines and medications, medical record upkeep, patient education, CLIA waived lab testing, labeling and transporting laboratory specimens (if applicable).
● Assist in closing out and replenish petty cash/ fuel cash/ event fund accounts.
● Revise schedules and keep track of staff's requested time off approval dates.
● Disburse checks for payroll to staff.
● Successfully organize/plan, set up and host company community events.
● Host potential hire interviews, can successfully train new hires in various departments.
● Monitor that staff are following all safety protocols to ensure a safe workplace environment.
● Ensure staff maintain updates on training/certification/vaccines.
● Attend meetings when management is out of the office or unable to attend.
● Ensure the office remains audit ready, properly prep the office and necessary documents for audit purposes.
2022 – PRESENT
PATIENT SERVICES COORDINATOR, SOUTHERN CALIFORNIA MEDICAL CENTER
Responsibilities:
● Functioning as a Patient Services member I assist in bridging communication between outside sources/ patients and scmc community
● Have full knowledge and utilization of the following systems; o Nextgen
o Microsoft Teams
o Dentrix
o Ringcentral
o Lyft
o Insurances
o Live Broadcast Report
o Octiva
● Schedule for all 5 clinics using (EHR/PM) for over 25 providers including over 7 specialties in addition to knowing how check insurances
● Can successfully train another team member as well as other hires on not only the new but also everything done prior
● Activate basic functions for Dentrix (schedule appointments)
● Currently providing training assistance to ALL new and existing members to the team such as; o Training on incoming calls and outgoing
o Understanding of monthly providers schedule
o Call redirecting
o Explaining of all resources
o Time management/ problem solving
● I manage display of Live Broadcast Report throughout the San Dimas site o Assisting with report when management is unavailable o Understanding of errors within system and able to resolve o Anticipate roster day prior to avoid inaccuracy in sequence of incoming calls
● Knowledge on Hedis measurements; PPS, Not Met Goals
● Provides dedicated service to our patients
● Contributes to teams’ overall success by reaching personal goals 2020 - 2022
EVENT MEDICS, SCREENER FOR COVID 19
Responsibilities:
● Responsible for screening all employees with a thermometer before entering the building.
● Observing and ensuring all employees comply with the appropriate COVID 19 guideline.
● Provided mask, first aid, and cpr if needed.
2020 - 2021
ROSS
Responsibilities:
● Provided a positive customer experience with fair, friendly,and courteous service.
● Registers sales on a cash register by scanning items, itemizing and totaling customers' purchases. 2
● Prepare fitting rooms for customers; keep fitting rooms clean and free of merchandise when not in use, escort customers to the fitting room.
● Transferring stock inside the warehouse.
● Notifying supervisors and managers of inventory levels.
● Packing items for storage and retail display.
● Supporting the warehouse manager in the course of their duties. 2019 - 2023
L.A PUBLIC LIBRARY
Responsibilities:
● Collect and catalog library resources.
● Assist patrons in identifying materials for research and leisure, including books, movies, and magazines.
● Maintain library records.
● Teach patrons to search for information using library databases.
● Help patrons check out materials.
● Shelving materials.
SKILLS
● Teamwork and bonding
● Problem solving.
● Advocate for members.
● Works well with others to resolve inquiries.
● Communicates with colleagues in a matter
that results in team success.
ACHIEVEMENTS/ACCOMPLISHMENTS:
● Acknowledgement for most kept appointments
● Team leader recognitions
● Recognition by management in customer service
● Met or exceeded standards with all of previous jobs EDUCATION
2019, High School Diploma, LOS ANGELES, CA
3
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