Anamarie Saldana
Los Angeles,CA
Summary
A Spanish bilingual healthcare professional with compassionate communication skills. 10 plus years of experience providing superior customer service in high-volume environments. Solid understanding of the correlation between competency and the bottom line. Able to manage difficult customers and situations with tact and diplomacy. Support HIPAA guidelines in patients’ rights to confidentiality & privacy.
Experienced with healthcare administration, patient care management, and team leadership. Utilizes strategic planning for operational efficiency and high-quality care. Knowledge of regulatory compliance and personnel development.
Offering strong organizational and communication skills, ready to learn and grow in healthcare administration field. Brings understanding of healthcare environments and ability to handle clerical tasks and manage schedules. Ready to use and develop administrative and coordination skills.
Overview
7
7
years of professional experience
Work History
Patient Retention Representative
Comprehensive Community Health Centers
Glendale, CA
04.2024 - Current
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
- Enhanced service quality by providing constructive feedback on existing processes during team meetings.
- Identified trends in customer feedback data, collaborating with management to implement improvements in products or services offerings accordingly.
- Collaborated with team members to develop strategies for improving overall retention rates.
- Contributed to consistent achievement of retention targets through dedicated efforts in problem-solving and relationship building.
- Handled customer escalations effectively, resolving concerns promptly and professionally.
- Increased customer retention by addressing concerns and offering tailored solutions to retain business.
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Optimized workflow efficiency through regular self-assessment of time management skills and prioritization techniques.
- Managed high call volume, maintaining professionalism and efficiency in all interactions.
- Successfully retained at-risk customers by presenting customized offers based on their preferences and usage patterns.
- Monitored performance metrics to ensure alignment with company goals related to retention and customer satisfaction.
- Provided exceptional customer service, leading to increased positive feedback from clients.
Care Coordinator Assistant
Tarlani Home Health
Montrose, CA
02.2023 - 10.2023
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of patients.
- Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Provided emotional support for patients and families during difficult times, fostering resilience and coping skills.
- Facilitated appointments and transportation for patients, streamlining access to essential medical services.
- Enhanced patient care coordination by effectively managing schedules for multiple healthcare providers.
- Ensured compliance with healthcare regulations and standards, maintaining patient safety and confidentiality.
- Communicated with patients, ensuring that medical information was kept private.
Patient Care Coordinator
Tri-State Community Healthcenter
Los Angeles, CA
03.2021 - 02.2023
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Implemented patient feedback mechanisms, leading to service enhancements and increased patient satisfaction.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
Assistant Care Manager
Independent Living Systems-Kaiser Permanente
Glendale, CA
05.2018 - 03.2021
- Managed time effectively while balancing multiple tasks simultaneously, ensuring all aspects of patient care were addressed promptly.
- Collaborated with interdisciplinary teams of healthcare professionals to develop comprehensive care strategies tailored to individual patient needs.
- Facilitated communication between patients, families, and healthcare teams to maintain an open dialogue about ongoing care needs.
- Provided emotional support to patients and their families throughout the caregiving process, building trust and rapport.
- Managed caseloads efficiently by prioritizing tasks based on urgency and importance levels.
- Educated patients and family members about available resources within the community to help them cope with challenges related to their health conditions.
- Served as a liaison between patients, families, and healthcare providers, fostering clear communication and collaboration.
- Provided support to Care Manager during crisis situations requiring immediate attention or intervention.
- Ensured compliance with regulatory requirements through diligent documentation and reporting practices.
- Developed strong rapport with patients and their families, building trust in the care management process.
- Improved patient satisfaction by addressing concerns and resolving issues promptly.
Education
Associate of Science - Healthcare Administration
Glendale Career College
Glendale, CA04.2018
High School – Diploma - undefined
Franklin AEWC High School
Los Angeles, CA01.2009
Skills
- Customer satisfaction
- Call center experience
- Customer support
- Excellent communication skills
- Problem-solving
- Calm and professional under pressure
- Understanding customer needs
- Team collaboration
- Problem-solving abilities
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Phone etiquette
- Medical terminology
- Professionalism
- Administrative and office support
- Computer skills
Timeline
Patient Retention Representative
Comprehensive Community Health Centers
04.2024 - Current
Care Coordinator Assistant
Tarlani Home Health
02.2023 - 10.2023
Patient Care Coordinator
Tri-State Community Healthcenter
03.2021 - 02.2023
Assistant Care Manager
Independent Living Systems-Kaiser Permanente
05.2018 - 03.2021
Associate of Science - Healthcare Administration
Glendale Career College
High School – Diploma - undefined
Franklin AEWC High School