Alma Ruiz
Los Angeles,CA
Overview
5
5
years of professional experience
Work History
Call Center Representative
Herman Ostrow School Of Dentistry Of USC
02.2019 - 02.2021
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
Treatment Coordinator
Herman Ostrow School Of Dentistry Of USC
03.2021 - 10.2021
- Improved patient satisfaction by effectively communicating treatment plans and addressing concerns.
- Streamlined appointment scheduling for increased efficiency and reduced wait times.
- Enhanced office productivity by implementing new organizational systems and processes.
- Assisted dentists in the development of customized treatment plans, ensuring optimal patient outcomes.
- Collaborated with insurance companies to secure coverage for necessary treatments, reducing financial burden on patients.
- Maintained detailed records of patient treatments, ensuring accurate billing and efficient followups.
- Facilitated communication between dental staff members, fostering a positive work environment and seamless patient care.
- Provided exceptional customer service to create a welcoming atmosphere for patients and their families.
- Reduced no-show appointments by implementing a reliable reminder system including phone calls, texts, or emails as preferred by each individual patient.
- Laid out potential payment plans for patients.
- Researched billing issues, scheduled appointments and verified insurance coverage.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
Patient Service Representative
Herman Ostrow School Of Dentistry Of USC
10.2021 - Current
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Resolved billing inquiries and disputes in timely fashion.
- Greeted and assisted patients with check-in procedures.
Education
Class of 2019 Dental Assisting -
American Career College
Skills
- Appointment Scheduling
- Treatment Documentation
- HIPPA
- Sterilization
- Took vitals and documented medical records
- Translated for doctor / patient
- Infection Control
- CPR Certified
- Insurance Verifying
- Patient Intake
- Medical Insurance
- Customer Service
- Fluent in Spanish
- Empathy and Compassion
- Excellent Communication
- Critical Thinking
- Active Listening
- Conflict Resolution
- Patient Confidentiality
- Resourcefulness
- Time Management
- Organizational Skills
- Payment Calculation
Profile Objective
I am a determined individual, seeking an opportunity to establish myself as a patient services representative where I can utilize my skills and knowledge within a prosperous organization
Timeline
Patient Service Representative
Herman Ostrow School Of Dentistry Of USC
10.2021 - Current
Treatment Coordinator
Herman Ostrow School Of Dentistry Of USC
03.2021 - 10.2021
Call Center Representative
Herman Ostrow School Of Dentistry Of USC
02.2019 - 02.2021
Class of 2019 Dental Assisting -
American Career College