ANA CALLEJA
Evergreen Park,IL
Summary
Executed administrative support functions with precision, ensuring confidentiality and compliance with HIPAA standards.
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Patient Service Representative
Duly Health and Care
Evergreen Park, IL
01.2026 - Current
- The Patient Service Representative serves as a key point of contact for patients, delivering exceptional customer service and ensuring smooth front desk operations. This role includes but is not limited to greeting and checking in patients, answering phones, scheduling appointments, collecting co-pays, outbound calling, referral management, and maintaining accurate records in the EPIC system. The Patient Service Representative helps create a welcoming and efficient environment that supports quality care and a positive patient experience.
- Greets patients warmly and professionally during check-in, check-out, and appointment scheduling. Conducts regular lobby checks to maintain cleanliness and ensure patient comfort.
- Serves as a key coordinator for provider schedules, optimizing appointment availability and resource capacity to improve patient access, reduce wait times, and support timely follow-ups.
- Utilizes EPIC and other systems to accurately update patient demographics, verify insurance details, generate necessary forms, respond to emails, and ensure emergency contact information is properly documented.
- Collects copayments and service fees, issues receipts, and reconciles daily financial transactions with accuracy and attention to detail.
- Answers a multi-line phone system, takes detailed messages, routes inquiries, and makes outbound calls to schedule and confirm patient appointments.
- Clearly communicates information about Duly clinical personnel to patients and other individuals.
- Assists with scheduling follow-up and in-house Specialist referral appointments, ensuring patients are connected to appropriate services and specialists.
- Participates actively in daily and weekly team huddles to share patient updates, workflow improvements, and operational insights.
- Reviews performance dashboards daily to monitor key metrics in Scheduling & Access, Workflow, Patient Contact, and Satisfaction; identifies gaps to target and proactively escalates issues, suggests improvements, or adjusts workflows to drive results.
- Maintains strict patient confidentiality and adheres to HIPAA standards in all interactions and documentation.
- Monitors patient wait times and communicates delays with empathy and professionalism to enhance the patient experience.
- Performs additional duties and special projects as assigned to support departmental goals and improve service delivery.
Sales Associate/Cashier
CosmoProf Beauty Supply
Chicago, IL
10.2024 - 12.2025
- Build relationships and inspire loyalty with customers as this is a store not open to the public, only licensed professionals.
- Recommend additional and complimentary products.
- Inform customers of current promotions and events.
- Set up advertising displays and arrange merchandise to highlight sales and promotional events.
- Ensure our customers are informed about and enrolled in our Loyalty program.
- Complete transactions accurately and efficiently.
- Update customer information accurately in system.
- Set up accounts with new customers with their student transcripts and license information.
- Maintain a professional store environment and communicate inventory issues.
- Answer phone calls with accurate knowledge of products and catering to the needs of the customer.
- Make weekly bank deposits for store accounts.
Claims Auditor
NSN Employer Services
Chicago, IL
10.2023 - 10.2024
- Answering phones in a professional and eloquent manner. Being able to analyze the call and direct appropriately.
- Transcribing calls from governmental agencies.
- Retrieving, opening, sorting, and scanning of legal and confidential documents by specific categories such as by State, document type, and deadline date.
- Validating time sensitive and confidential documents.
- Handling and managing court documents and correspondence.
- Organizing additional records such as letters, legal correspondence, or case files.
- Analyzing unemployment decisions and charges for accuracy.
Customer Service Representative
Midwest ROI
Chicago, IL
03.2020 - 02.2021
- Log and answer phone calls regarding medical records requests and invoices for over 300+ hospitals (135 calls daily).
- Calls taken are usually from Law firms, Insurances, Disability Agents, and Hospitals.
- Login faxes, and send out faxes.
- Mail out urgent Medical Records.
- Oversee all front desk tasks.
- Take payments for Invoices.
- Answer questions you the public regarding medical record request process and fees.
- Managing office inventory, and ordering new supplies when necessary.
Education
High School Diploma - undefined
Hubbard High School
Chicago, IL06.2015
Skills
- Medical administrative support
- Customer service
- Good Listening skills
- Medical office experience
- Telecommunication
- HIPAA
- Quick learner
- Computer Proficient (10 years)
- Microsoft Outlook
- Achieving HIPAA compliance
- Communication skills
- Maintaining patient confidentiality
- Productivity software
- Law office
- Phone communication
- Workers' compensation claims
- Key Performance Indicators
- Google Suite
- Classroom experience
- Nail care
- Microsoft Access
- Zoom
- Legal administrative experience
- Time management
- Medical Records
- Banking
- Multitasking
- Phone etiquette
- Microsoft Office
- Greeting customers
- Highly organized
- Achieving sales targets
- Cash handling
- Google Docs
- Health insurance authorizations
- Appointment scheduling
- Client interaction via phone calls
- Electronic health records (EHR) management
- Patient interaction
- Executive administrative support
- Office management
- Accounting software
- Training & development
- Grammar
- Experience
- POS systems
- Loading
- Administrative experience
- Dental receptionist
- Marketing
- Medical terminology
- Sales
- Employment & labor law
- Research
- Trello
- Empathy
- Word processing
- Google Sheets
- Attention to detail
- Windows
- Data entry
- Video production
- Cash register
- Account management
- Customer communication
- Office experience
- Project management
- Eager to excel in new fields
- Record keeping strengths/ Data entry
- Money handling abilities
- Personal assistant experience
- Paralegal experience
- Bookkeeping
- Computer hardware
- Customer support
- Document review
- Organizational skills
- Accounting and finance experience
- Medical scheduling
- Computer operation
- Computer skills
- Client communication
- Medical receptionist
- Writing skills
- Microsoft Excel
- Business development
- Phone customer support
- Interpersonal skills
- Student advising
- Technical Proficiency
- Social media marketing
- Legal counsel
- Excellent multi-tasker
- Office record organization
- Bilingual
- Multi-line phone talent
- Microsoft Word
- Experience with children
- Medical claims processing
- Retail sales
Personal Information
Title: Case Manager
Timeline
Patient Service Representative
Duly Health and Care
01.2026 - Current
Sales Associate/Cashier
CosmoProf Beauty Supply
10.2024 - 12.2025
Claims Auditor
NSN Employer Services
10.2023 - 10.2024
Customer Service Representative
Midwest ROI
03.2020 - 02.2021
High School Diploma - undefined
Hubbard High School