Kayla Lopez
New Brunswick,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer 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
Provider Customer Service Representative/SME Team Leader
Sutherland Global
08.2022 - Current
- Conducted thorough research on client issues, reducing resolution time and increasing satisfaction rates.
- Assist providers understanding Claims.
- Managed high call volume, providing prompt assistance to customers seeking help with their healthcare services.
- Assists Team Leads with reviewing aged and pended tickets.
- Supporting new hire agents when in need assistance with understanding the claims to properly assist the callers.
- Assist Management with RTA workforce with agent's use of aux.
Receptionist
Aculabs
04.2019 - 01.2022
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Facilitated smooth office operations by managing multi-line phone systems and directing calls to appropriate staff members.
Delivery Driver/ Laundromat Attendant
BTM Laundry
08.2016 - 03.2019
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
Education
Sandford Brown Institute
New Brunswick05.2014
High School Diploma -
New Brunswick High School
New Brunswick, NJ08.2013
Skills
- Microsoft Word/ Excel
- Appointment/Scheduling
- HIPAA Compliance
- Insurance Verification
- Patient Relations
- Payment Collection
- Active Listening
- Medical Coding
- Time Management
- Multitasking
- EMR / EHR
- CPT Coding
Languages
Spanish
Native or Bilingual
Timeline
Provider Customer Service Representative/SME Team Leader
Sutherland Global
08.2022 - Current
Receptionist
Aculabs
04.2019 - 01.2022
Delivery Driver/ Laundromat Attendant
BTM Laundry
08.2016 - 03.2019
Sandford Brown Institute
High School Diploma -
New Brunswick High School
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