Amanda Pacheco
Temple
Summary
Dedicated patient representative committed to delivering exceptional support for patients seeking reliable information on insurance coverage, financial options, and documentation requirements. Proficient in scheduling and database management, ensuring streamlined communication and minimizing correspondence backlogs. Skilled in identifying client needs and concerns, leading to enhanced engagement strategies and improved service quality. Strong advocate for patient satisfaction, consistently striving to create a positive experience through effective problem-solving and resourceful support.
Overview
11
11
years of professional experience
Work History
Patient Services Specialist (Clinic Support)
Baylor Scott & White Health
06.2024 - Current
- Manage patient check-in and check-out by verifying insurance eligibility, collecting copayments, and updating demographic information in the EHR
- Schedule new patient, follow-up, and video visit appointments while coordinating provider availability
- Handle high-volume inbound phone calls, triaging patient needs and routing calls appropriately
- Process payment transactions including credit/debit cards and verify accuracy of daily transactions
- Maintain accurate patient records and ensure HIPAA compliance
- De-escalate upset patients using empathy and clear communication
- Collaborate with providers and clinic staff to support efficient operations
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Customer Service Advocate
Baylor Scott & White Health
06.2023 - 06.2024
- Responded to patient inquiries regarding medical coverage, billing, and services
- Performed patient registration and insurance verification with accuracy
- Maintained documentation in electronic medical record systems
- Analyzed EOBs to determine coverage eligibility
- Collaborated with internal departments to resolve insurance issues
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Retail Sales Associate
Walmart
03.2020 - 04.2023
- Assisted customers with purchases, returns, and inquiries
- Processed POS transactions accurately
- Resolved customer concerns professionally
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Greeted customers and provided outstanding customer service.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Front Desk Clerk
Best Western
01.2018 - 01.2020
- Managed guest check-in and check-out and processed payments
- Handled multi-line phone systems
- Resolved guest complaints professionally
- Balanced daily cash drawers and prepared reports
- Collected room deposits, fees, and payments.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered customer telephone calls promptly and appropriately handled needs.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
Customer Service Manager
Uncle's Convenience Store
05.2015 - 10.2017
- Supervised and trained customer service staff
- Handled escalated customer complaints
- Prepared schedules and managed daily operations
- Performed basic bookkeeping and invoicing
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
High School Diploma -
Olton High School
Olton, TX05-2015
Skills
- Patient Check-In & Check-Out
- Insurance Verification & Registration
- Appointment Scheduling & Calendar Management
- Payment Collection & Cash Handling
- Phone Triage & MyChart Messaging
- EHR Documentation & Scanning
- HIPAA Compliance & Confidentiality
- Conflict Resolution & De-escalation
- Customer Service Excellence
- Time Management & Multitasking
- Attention to Detail
- Professional Communication
- Patient confidentiality
Timeline
Patient Services Specialist (Clinic Support)
Baylor Scott & White Health
06.2024 - Current
Customer Service Advocate
Baylor Scott & White Health
06.2023 - 06.2024
Retail Sales Associate
Walmart
03.2020 - 04.2023
Front Desk Clerk
Best Western
01.2018 - 01.2020
Customer Service Manager
Uncle's Convenience Store
05.2015 - 10.2017
High School Diploma -
Olton High School