Adriana Martinez-Guerrero
Huntington,CA
Summary
Offering strong interpersonal skills and readiness to learn and develop in member services environment. Contributes proactive approach to understanding member needs and delivering effective solutions.
Overview
1
1
Language
20
20
years of professional experience
Work History
Member Services
Hoag Presbyterian Hospital
04.2024 - Current
- Developed rapport with customers through active listening skills.
- Managed a high volume of inbound calls, ensuring timely assistance to customers with various needs.
- Assisted customers in navigating company Patient Portal
- Assisted on Mentoring new team members.
- Enhanced customer satisfaction by efficiently resolving issues and addressing concerns.
- Facilitated appointment scheduling utilizing electronic health record systems.
- Crossed trained to assist other Department calls, such s Peds, NFM and My Chart.
- Assisted with different My Chart productivity calls including emails, voicemails and scheduling request.
Patient Liaison
Optum Medical Group
08.2014 - 11.2022
- Facilitated communication between patients and healthcare providers to enhance care coordination.
- Addressed patient inquiries and concerns, ensuring timely resolution of issues and satisfaction.
- Monitored patient feedback surveys regularly to identify areas of improvement
- Assisted in resolving billing discrepancies between providers and insurers.
- Greeted and welcomed patients, family members and visitors to the clinic
- Collaborated with clinical staff to streamline appointment scheduling processes for improved efficiency.
- Assisted on check-in process and collection of payments
- Scheduled appointments for follow-up visits with physicians and specialist are required
- Acted as a Liaison between patients and healthcare staff to ensure timely communication of information.
- Attended meeting with senior management teams to discuss strategies for improving customer standards.
- Provided Knowledgeable and compassionate service in response to patient questions and concerns.
- Received patient inquiries and complaints and directed to appropriate medical staff
- Responsible for membership growth and retention.
- Connected with Health plans to assist members with benefit questions.
Medical Front Office Supervisor
HealthCare Partners Medical Group
02.2007 - 08.2014
- Supervised front office operations to ensure seamless patient flow and appointment scheduling.
- Implemented efficient patient registration processes, enhancing overall customer experience.
- Assigned tasks to front office staff and monitored their performance
- Created weekly schedules for front office staff based on expected patient volume.
- Processed payments from patients for services rendered by the practice
- Provided customer service to patients by addressing inquiries,concerns and complaints in a timely manner.
- Resolved billing issues with insurance companies or other third-party payers as needed.
- Maintained the reception desk/lobby clean, organized and well- stocked with necessary supplies.
- Responded to Health Plan Grievances
Education
High School Diploma -
Santa Ana College of Continuing Education
Santa Ana 12-2023
Skills
- Appointment scheduling
- Healthcare Knowledge
- Multitasking and organization
- Customer follow-up
- Verbal and written communication
- Flexible schedule
- Problem-solver
- Customer service
- Knowledgeable with Health Plans HMO/PPO
- Front Office Primary Care (Internal, Family Medicine and Specialty )
- Bilingual English/Spanish
- Member services coordination
Timeline
Member Services
Hoag Presbyterian Hospital
04.2024 - Current
Patient Liaison
Optum Medical Group
08.2014 - 11.2022
Medical Front Office Supervisor
HealthCare Partners Medical Group
02.2007 - 08.2014
High School Diploma -
Santa Ana College of Continuing Education