Amber Ortega Roman
Poway,United States
Summary
I am a driven and passionate healthcare administration student who works as a orthopedic patient service representative. I carry a strong commitment to patient satisfaction, effective leadership, and impactful change. Throughout my academic journey, I demonstrated my dedication to these values by successfully crafting extensive research projects for my degree, focusing on the critical topics of patient satisfaction, leadership strategies, and the methods to create lasting positive change within healthcare organizations. These projects not only showcased my ability to analyze complex issues but also fueled my desire to improve healthcare delivery by implementing strong leadership and organizational protocols. One of my key motivations in healthcare is ensuring that employees consistently follow established protocols. Having witnessed instances where protocols were not adhered to, I understand firsthand how such lapses can negatively impact patient outcomes and organizational efficiency. This experience has shaped my drive to ensure that every employee upholds the standards required for optimal care and service. I believe that fostering a culture of accountability and adherence to protocols is fundamental to providing the highest quality patient care. Patient satisfaction is at the heart of everything I do. I am deeply committed to creating a positive clinic environment where patients feel very valued and cared for. I recognize the profound impact that a positive experience can have on patient health outcomes, and I strive to build teams and environments that enhance the overall patient experience. This passion drives my desire to pursue leadership roles in healthcare, where I can influence both organizational culture and patient-centered care practices. I have a strong desire to continue expanding my knowledge through my education and career in healthcare leadership. I am dedicated to honing my skills and expertise to work effectively within healthcare systems, with the ultimate goal of making organizations stronger and more resilient. I am to contribute to the growth and success of healthcare organizations by implementing innovative strategies, supporting staff development, and fostering a collaborative and efficient work environment. I am excited to continue my journey in healthcare administration, where I can leverage my drive, passion, and dedication to create lasting, meaningful change in the industry.
Overview
7
7
years of professional experience
Work History
Patient Service Representative
Palomar Health Medical Group
Poway, CA
11.2023 - Current
- As a dedicated and driven professional with a background in healthcare and customer service, I am passionate about improving patient care and ensuring a seamless healthcare experience. I currently serve as a Patient Service Representative at Palomar Health Medical Group in Orthopedics, where I use my experience of customer service to resolve patient concerns, ensure a pleasant satisfied patient care experience to all patients, schedule appointments, and enhance the overall care process.
- With a strong understanding of healthcare administration and the financial aspects of healthcare, I’m committed to helping patients navigate authorizations, referrals, and the check-in process, all while fostering a compassionate and efficient environment. I have obtained my Bachelor's in Healthcare Administration and am on my way to pursuing a Master's degree in the same field.
- I pride myself on being a problem-solver, always striving to deliver top-notch service while continuously expanding my knowledge. I am excited about the future of healthcare and the opportunity to contribute to improving healthcare systems and impactful & positive patient experiences.
- Performed patient registration, scheduling, appointment setting, and referral assistance efficiently.
- Verified patient information accurately for appointment check-in and maintained billing compliance.
- Demonstrated strong customer service skills, greeted patients, provided directions, and answered questions.
- Ensured HIPAA compliance, updated patient, physician, and insurance changes, and processed payments accurately.
Customer Service Associate
Ulta Beauty
San Diego
11.2021 - 10.2023
- Experienced in customer sales, finance, and company auditing, I have had the opportunity to work alongside top-tier vendors such as Lancôme, Chanel, Exuviance, Drunk Elephant, Bobbi Brown, Clinique, Benefit, Dermalogica, and more. My focus has been on driving high sales in competitive environments while helping vendors achieve their in-store financial goals.
- I took pride in building strong vendor partnerships and executing strategies to attract customers, resulting in increased sales. At Ulta Beauty, I was recognized as the lead credit card seller, where I ensured that every customer received exceptional service while also contributing to the company’s financial growth. My diverse skill set has allowed me to consistently exceed targets and foster strong customer relationships.
Sales Coordinator
F&M Auto Repair
San Diego, CA
03.2020 - 03.2022
- - Developed annual sales plans, goals, and targets with management teams.
- As a Customer Service Coordinator at F&M Auto Diesel Specialist, I played a key role in providing exceptional customer service while assisting with financial operations. My responsibilities included managing customer inquiries, ensuring timely communication, and addressing customer needs to maintain high satisfaction levels. Additionally, I supported financial processes, helping with billing, invoicing, and tracking payments to ensure smooth operations.
- I worked closely with the team and managers to streamline processes, improve customer experiences, and contribute to the financial efficiency of the business. My ability to multitask and maintain attention to detail allowed me to manage both customer service and financial tasks effectively, ensuring the continued success and growth of F&M Auto Diesel Specialist.
- Generated leads, maintained lists of prospective customers, and communicated product benefits.
- Resolved customer complaints promptly, ensuring strong customer relationships.
- Processed paperwork flow, trained sales team on company standards, and enforced safety rules.
Retail Specialist
Homegoods
San Diego
02.2019 - 10.2019
- As a team associate, I played an essential role in creating a positive and a welcoming environment for all customers. I ensured that their experiences, especially with returns, were smooth and pleasant, addressing their needs with patience and professionalism. At the same time, I carefully followed company policies to prevent any financial losses, balancing customer satisfaction with company goals.
- During busy periods, I assisted with stock management, ensuring that products were available and shelves were filled, even under timely pressure. I was also committed to maintaining a clean and organized store, particularly during the peak of COVID-19, when I focused on sanitizing high-touch areas and ensuring the store was hygienic for both customers and staff. Overall, I contributed to a pleasant shopping experience by combining excellent customer service with attention to detail and a strong sense of responsibility. In addition to my other responsibilities, I worked closely with customers to help bring their visions for their homes to life. By actively listening to their needs and preferences, I was able to offer personalized product recommendations and provide guidance on how certain items would fit into their desired home aesthetic. Whether it was helping with décor choices, furniture selection, or providing insights on how products could be used effectively in their space, I made sure to offer solutions that aligned with their vision. My goal was to ensure customers left the store feeling confident and excited about their purchases, knowing that I had helped make their dream home a reality.
Education
MBA - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Biology Allied Health
San Diego Miramar College
Skills
- Communication Skills
- Ability to Work Under Pressure
- Leadership
- Communication
- Ability to Work in a Team
- Customer Service
- Electronic Medical Record Systems
- Billing Compliance
- Appointment Setting
- HIPAA Compliance
- Problem-Solving
- Insurance
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Scheduling appointments
- Patient greeting
- Eligibility determination
- Office administration
- Document filing
- Cross-cultural sensitivity
- Verbal and written communication
- Electronic health records
- Phone etiquette
- Patient follow-up
- Queue management
- Appointment reminders
- Appointment confirmation
- Front desk supervision
- Phone and email etiquette
- Patient registration
- Registration and admissions
- Payment processing
- Team collaboration
- Training coordination
- Team leadership
- Friendly and outgoing
- Policy understanding
Timeline
Patient Service Representative
Palomar Health Medical Group
11.2023 - Current
Customer Service Associate
Ulta Beauty
11.2021 - 10.2023
Sales Coordinator
F&M Auto Repair
03.2020 - 03.2022
Retail Specialist
Homegoods
02.2019 - 10.2019
MBA - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Biology Allied Health
San Diego Miramar College