Altoinette Marcelin
Port St Lucie,FL
Summary
With over 20 years of customer service excellence and a decade in healthcare front desk operations, I've honed my skills in scheduling, problem-solving, and effective communication. At Valor Healthcare Inc., I exceeded enrollment targets and significantly improved patient satisfaction, showcasing my analytical prowess and empathy in professional settings.
Professional with solid background in managing front-office operations in medical setting. Skilled in patient scheduling, administrative tasks, and maintaining confidentiality. Strong focus on team collaboration and flexible in adapting to changing needs. Reliable in ensuring efficient and smooth workflow, fostering welcoming environment for patients.
Overview
12
12
years of professional experience
Work History
Enrollment Specialist
Valor Healthcare Inc.
06.2024 - Current
- Updated, entered, and reviewed patients data.
- Communicated effectively via telephone, email, and in person with prospective patients.
- Enhanced patients service by promptly addressing inquiries and resolving issues in a timely manner.
- Exceeding enrollment targets, minimizing data errors, and providing excellent customer support throughout the enrollment process.
- Providing patient/client intake, eligibility verification (50%), data entry and record management (30%), communication and customer service (20%)
- Understand and follow the guidelines of the VA contract and assist in activities on an ongoing basis, identify and utilize dashboards, primary care almanac, and compass reports on the VSSC Website, reports patient satisfaction data to review and improve care.
- Utilize VISTA/CPRS to schedule patient appointments following VHA scheduling directives, look up information, track phone calls, manage PCMM, Recall reminders, and monitor the Electronic Wait List.
- Provide assistance in the process of the monthly billing requirements, collating weekly and monthly statistics, and other reports as required by Valor Corporate office as it pertains to enrollment.
- Develop and provide appropriate daily reports to the VA COR, Administrators, and CBOC program to assist in maintaining contract performance measures regarding enrollment.
- Understand and follow the guidelines of the Department of Veterans Affairs contract on enrollment and access to care guidelines and eligibility issues.
Medical Office Receptionist
Valor Healthcare Inc.
11.2022 - Current
- Improved patient satisfaction by efficiently managing front desk operations and addressing inquiries professionally.
- Increased office productivity by multitasking efficiently during peak hours, handling multiple responsibilities simultaneously.
- Handled sensitive situations compassionately when dealing with distressed patients or families during difficult times.
- Collaborated with medical staff to ensure seamless communication and coordination of patient care.
- Inputs all patients’ information into VISTA/CPRS
- Improving customer satisfaction and streamlining office operations. Implemented new scheduling and call tracking systems, resulting in a 50% reduction in wait times and a 20% increase in successful outreach.
Operations Manager
Managing Key Solutions Inc. Dba MKS Transport
04.2021 - 11.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Utilizing skills like leadership (50%), communication (36%), continuous improvement (32%), and analytical thinking (25%).
Administrative Assistant/Human Resources Specialist
Labor Finders International Inc.
01.2019 - 04.2021
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information..
- Successfully coordinated large team meetings with multiple stakeholders, increasing team productivity by 15%.
Customer Service Representative
St Lucie County Tax Collector
09.2015 - 03.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Achieving high customer satisfaction ratings, exceeding sales targets, resolving complex customer issues, or receiving positive customer feedback
Patient Service Representative
Physicians Immediate Care
03.2013 - 09.2015
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Gathering patient demographics, insurance details, and medical history (25%).
- Checking insurance eligibility and benefits, obtaining pre-authorizations (20%).
- Collecting patient co-pays and deductibles at the time of service (15%)
- Answering patient inquiries, providing appointment reminders, and addressing concerns (10%)
- Excellent verbal and written communication to interact effectively with patients and healthcare providers (40%).
- Consistently achieving high patient satisfaction scores through courteous and professional interactions.
- Minimizing appointment wait times by effectively scheduling patients and managing cancellations.
- Maintaining accurate patient records with minimal errors in data entry.
- Successfully verifying insurance eligibility and benefits to avoid billing issues.
- Contributing to a smooth patient flow by managing appointment schedules and addressing patient concerns promptly.
Education
High School Diploma -
Palm Beach Gardens High School
Palm Beach Gardens, FL06-1991
Skills
- 20 years of customer service experience
- 10 years’ experience in professional healthcare front desk customer service/patient advocate Representative
- Ability to schedule appointments
- Excellent phone skills to communicate with customers and employees
- Very analytical, well organized, effective in problem solving and detail oriented
- Skilled in providing excellent customer service to diverse groups of individuals
- Effective verbal and written communication skills
- Extensive office management skills
- Experience with the most common business software packages including Excel, Word, Outlook, and PowerPoint, VISTA/CPRS
Timeline
Enrollment Specialist
Valor Healthcare Inc.
06.2024 - Current
Medical Office Receptionist
Valor Healthcare Inc.
11.2022 - Current
Operations Manager
Managing Key Solutions Inc. Dba MKS Transport
04.2021 - 11.2022
Administrative Assistant/Human Resources Specialist
Labor Finders International Inc.
01.2019 - 04.2021
Customer Service Representative
St Lucie County Tax Collector
09.2015 - 03.2018
Patient Service Representative
Physicians Immediate Care
03.2013 - 09.2015
High School Diploma -
Palm Beach Gardens High School
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