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Alexys Lanza
Patient Liaison Supervisor
Villa Rica,GA
Summary
Accomplished Healthcare Operations Leader with over 10 years in high-volume patient liaison and contact center management. Optimizes workflows and manages referral and authorization processes to enhance team performance and productivity. Drives KPI performance and improves turnaround times while developing teams to elevate patient experience and operational efficiency.
Overview
16
16
years of professional experience
Work History
Patient Liaison Supervisor I Contact Center Operations Leader
Upstream Rehabilitation LLC
Remote
01.2021 - Current
- Led multi-department patient liaison and scheduling operations across the Southeast, overseeing high volume referral, scheduling and authorization workflows.
- Managed a high-volume call environment averaging 1,000+ calls daily, achieving a 50% conversion rate to scheduled appointments.
- Maintained top-tier call performance with team abandon rates averaging below 1%, significantly outperforming industry benchmarks for patient access and contact center responsiveness.
- Directed scheduling operations for Workers Compensation, Commercial insurance, and Motor Vehicle accident cases, ensuring compliance with payer and legal requirements while maintaining timely patient access.
- Expanded operations from a single team of 10 associates to three teams totaling 40+ employees, supporting rapid organizational growth while sustaining strong performance and service standards.
- Leveraged RingCentral and Power BI Analytics to identify trends in call volume and agent productivity, improving service levels and team efficiency while optimizing real-time staffing and scheduling.
- Collaborated with executive leadership to implement process improvements and system enhancements, improving operational efficiency in high volume environments.
- Led full-cycle talent acquisition, onboarding and training while facilitating technical setup including equipment provisioning and EMR system access.
- Analyzed payer policies, denial trends, and authorization data to drive process improvements, resulting in reduced errors and higher clean claim submission rates.
Licensed Mortgage Loan Officer
Alcova Mortgage LLC
Marietta, USA
08.2020 - 07.2025
- Experienced Licensed Loan Originator specializing in all loan products and services in GA.
- Proven ability to evaluate creditworthiness, match borrowers with suitable loan products and ensure compliance with federal and state regulations.
- Experience with qualified and non-qualified loans including FHA, VA, USDA, Conventional, Land loans, Builder/new construction loans, DPA including GA dream.
- Originating the file from time of application and ensuring that the file is disclosed within RESPA, Reg Z and Fair Credit and Reporting guidelines.
- Reviewing and submitting completed borrower applications to underwriting.
- Submitted credit reports, pre-qualifications, and employment verifications to secure borrower pre-approval.
- Requesting all required documentation to ensure we have all of the documents from the client for a smooth transaction and an on-time closing.
- Facilitated communication among borrowers, real estate agents, processors, and underwriters to ensure timely closings.
- Skilled in building relationships, maintaining detailed financial records and collaborating with underwriters, processors and real estate professionals to close loans efficiently and accurately.
- Utilizing LOS Platforms (Encompass, Blend, Simple Nexus), OKTA company intranet and CRM tools (Total Expert) to manage pipelines.
Senior Office Coordinator
Upstream Rehabiliation LLC
Hiram, GA
04.2015 - 01.2021
- Managed patient access functions, including scheduling, insurance verification, and authorization support, ensuring timely care and compliance with payer requirements.
- Oversaw scheduling workflows across multiple service lines, optimizing provider utilization and aligning patient access with operational productivity goals.
- Coordinated daily operations for a high-volume outpatient physical therapy clinic, ensuring efficient patient scheduling, intake and front-end workflow management.
- Supported front end revenue cycle processes, ensuring accurate data entry, benefit verification, and clean claim readiness to reduce denials and delays.
- Acted as a liaison between patients, clinical staff, and billing teams to resolve scheduling, authorization and insurance related issues.
- Trained and mentored new hires on scheduling systems and workflows, enhancing onboarding efficiency and team effectiveness.
- Monitored workflow queues and productivity metrics to support operational efficiency and service level expectations.
- Ensured compliance with company policies, payor guidelines and healthcare regulations.
- Assisted leadership with reporting, workflow improvements and process standardization initiatives.
Mortgage Loan Officer Assistant
PRMG Mortgage
Douglasville, USA
05.2020 - 08.2020
- Gathered and reviewed client documentation, prepared loan files, maintained communication between borrowers and lenders, and confirmed all files complied with lending guidelines and requirements.
- Pre-approved borrowers, submitting and reviewing credit checks, income calculations and running AUS.
- Collected, reviewed and organized borrower documentation for pre-approval and underwriting.
- Assisted loan officers by preparing and submitting complete loan applications.
- Adapt to managing multiple pipelines, coordinating with underwriters and processors and delivering exceptional customer service.
- Acted as a liaison between borrowers, real estate agents, underwriters and processors.
- Ensured timely follow-up on conditions and documentation to keep loans on track for closing.
- Maintained up-to-date knowledge of lending products, compliance requirements, and company policies.
- Utilizing LOS platforms (Encompass, Blend) and CRM tools to manage client pipeline efficiently.
Office Coordinator
Upstream Rehabiliation LLC
Hiram, Ohio
08.2010 - 04.2015
- Managed patient scheduling and registration, ensuring accurate data entry, insurance information collection and a seamless patient intake experience.
- Maintained scheduling accuracy and coordinated appointment availability to support provider productivity and patient access goals.
- Supported daily operations of a high-volume outpatient physical therapy clinic, ensuring efficient patient scheduling, intake and front-end administrative workflows.
- Supported revenue cycle functions by verifying benefits and ensuring documentation accuracy for clean claim submission.
- Provided front-end support for revenue cycle functions, including benefit verification and documentation accuracy to support clean claim submission.
- Delivered high-quality customer service by assisting patients with scheduling, insurance, questions and general inquiries.
- Coordinated with clinical staff and leadership to enhance clinic flow and improve patient experience.
- Maintained compliance with company policies, healthcare regulation and payer guidelines.
Education
NMLS License -
Affinity Real Estate & Mortgage Training
GA04-2021
High School - College Prep, Dual Seal Diploma
North Paulding High School
Dallas, GA01-2011
Skills
- Patient onboarding
- Patient advocacy
- Call conversion optimization
- Service level management
- Patient experience
- High-volume operations
- Workforce management
- KPI tracking
- Performance management
- Performance reporting
- Trend analysis
- Data-driven decision making
- Scheduling
- Call analytics
- Workflow optimization
- Quality audits
- Continuous improvement
- Capacity planning
- Contact center software
- EMR Systems
- Power BI
- Workflow automation
- Microsoft Office
- Outlook
- Identity management
- Expense management systems
- Coaching
- Training programs
- Team development
- Identity management
- Expense management systems
System Tools
- RingCentral
- Power BI
- EMR Systems
- Microsoft Office
- Outlook
- ADP
- Encompass
- Blend
- Simple Nexus
- Total Expert
- Okta
- Concur
Skills
High Volume contact center operations, workforce management, KPI tracking, service level optimization, Power BI, call analytics, performance reporting, trend analysis, data-driven decision making, Scheduling, referrals, insurance verification, prior authorizations, payer compliance, Team scaling, coaching, onboarding, training programs, performance management, Workflow optimization, quality audits, capacity planning, continuous improvement initiatives, Patient satisfaction, call conversion optimization, service excellence in high-volume environments
Timeline
Patient Liaison Supervisor I Contact Center Operations Leader
Upstream Rehabilitation LLC
01.2021 - Current
Licensed Mortgage Loan Officer
Alcova Mortgage LLC
08.2020 - 07.2025
Mortgage Loan Officer Assistant
PRMG Mortgage
05.2020 - 08.2020
Senior Office Coordinator
Upstream Rehabiliation LLC
04.2015 - 01.2021
Office Coordinator
Upstream Rehabiliation LLC
08.2010 - 04.2015
NMLS License -
Affinity Real Estate & Mortgage Training
High School - College Prep, Dual Seal Diploma
North Paulding High School