Antonio Alcaraz Jr.
Santa Monica,CA
Summary
Experienced and dedicated Lead Medical Office Representative with a proven track record of optimizing administrative processes, ensuring patient satisfaction, and fostering a collaborative work environment. Seeking to leverage strong leadership and communication skills to contribute effectively to a dynamic healthcare team.
Overview
14
14
years of professional experience
Work History
Senior Medical Office Representative
- Provided exceptional customer service to patients, addressing inquiries, scheduling appointments, and assisting with insurance verification and billing inquiries
- Conducted regular audits of patient accounts and insurance claims to identify discrepancies and ensure compliance with regulatory requirements
- Coordinated referrals and authorizations for specialist visits and diagnostic tests, ensuring timely access to necessary medical services
- Assisted with the training and mentoring of new medical office representatives, sharing best practices and ensuring consistency in service delivery.
Lead Medical Office Representative
Providence St John’s Health Center
05.2017 - Current
- Directed daily operations of the front office, overseeing a team of 8 medical office representatives and ensuring efficient workflow and patient satisfaction
- Implemented training programs for new hires and ongoing professional development for existing staff, resulting in increased productivity and performance levels
- Streamlined patient registration and check-in processes, reducing wait times by 20% and enhancing overall patient experience
- Managed patient scheduling, appointment reminders, and follow-up communications to optimize clinic capacity and minimize no-show rates
- Collaborated with medical staff to maintain accurate and up-to-date electronic medical records (EMR) and ensure seamless coordination of patient care.
Receptionist
Spine Care and Orthopedic Physicians
01.2015 - 12.2016
- Coordinated front and back-office patient flow, and updated Case Managers and attorneys on patient status and physician recommendations
- Scheduled and confirmed patient appointments in accordance with company policies.
Customer Solutions Representative
Time Warner Cable
01.2010 - 12.2014
- Provided exceptional customer service to Time Warner Cable customers via phone, email, and chat channels, resolving billing inquiries, technical issues, and service disruptions in a timely and efficient manner
- Acted as a primary point of contact for customers, actively listening to their concerns, empathizing with their situations, and providing personalized solutions to meet their needs
- Utilized troubleshooting techniques and product knowledge to diagnose and resolve technical issues related to internet, TV, and phone services, ensuring a seamless customer experience
- Proactively identified opportunities to upsell and cross-sell Time Warner Cable products and services, achieving monthly sales targets and contributing to revenue growth
- Documented customer interactions and maintained accurate records of account changes, service requests, and issue resolutions using CRM software.
Education
Some College - Computer Science
Santa Monica College
Skills
- Proficient in electronic medical records (EMR) systems, including Epic and Cerner
- Strong leadership and team-building skills
- Excellent communication and interpersonal abilities
- Knowledge of medical terminology and billing procedures
- Detail-oriented with strong organizational skills
- Ability to prioritize tasks and work effectively under pressure
Languages
Spanish
Professional Working
Timeline
Lead Medical Office Representative
Providence St John’s Health Center
05.2017 - Current
Receptionist
Spine Care and Orthopedic Physicians
01.2015 - 12.2016
Customer Solutions Representative
Time Warner Cable
01.2010 - 12.2014
Senior Medical Office Representative
Some College - Computer Science
Santa Monica College