Ariana Cortes
Tacoma,WA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
Work History
Customer Service Team Lead
GetixHealth
02.2024 - Current
- Answers escalated patient calls
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Helped to ensure protection of GetixHealth customers through both individual and team compliance with regulatory, legal and audit standards.
- Assist in preparation of monthly staff 1:1’s resulting in increased productivity and engagement.
- Provided inventory reports to ensure all accounts are receiving necessary calls and appropriate number of touches to flow through the process
- Conduct random call audits to ensure department’s level of quality meets the standards set. QA experience within company.
- Special Projects as assigned by management
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Customer Service Specialist
GetixHealth
08.2023 - 02.2024
- Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
- Managed high call volume while maintaining courteous and professional demeanor.
- Assisted new employees with Mentoring and shadowing, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting positive customer experience.
- Identified and resolved patient billing and payment issues.
- Collected payments and applied to patient accounts.
Customer Service Representative
Regence Blue Cross Blue Shield
10.2021 - 03.2023
- Worked productively in fast-moving work environment to process large volumes of claims.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Diagnostic Imaging Clerk
St. Joseph Medical Center
11.2020 - 03.2021
- Monitor patient schedules, workflow, and activities of all modalities to assure smooth and coordinated patient flow.
- Responsibilities vary based on assigned area and may include: greeting and assisting patients at the front desk; answering telephones; taking messages; maintaining records; scanning/coping/filing charts and films; monitoring patient flow; entering billing information; directing/transporting patients to appropriate room/location; relaying accurate information.
- Demonstrated strong attention to detail, promptly identifying errors in scanned images and taking corrective action as necessary.
Front Office Medical Receptionist
Health Point Midway Medical
11.2018 - 04.2020
- Duties and responsibilities include but are not limited to insurance verification, telephone activities such as scheduling patients for future appointments, patient registration, computer data entry, collecting payments, and maintaining patient records systems in a manner that promotes quality patient service.
- I strive to provide excellent customer services to all patients from all back grounds.
- Checked patient insurance, demographic and health history to keep information current.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
Senior Representative
Molina Healthcare of Washington, Bothell WA
05.2018 - 10.2018
- Provide new and existing members with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.
- Resolves member inquiries and complaints fairly and effectively.
- Provides product and service information to members and identifies opportunities to maintain and increase member relationships.
- Recommends and implements programs to support member needs.
Front Desk Supervisor Coordinator
Rainier Chiropractic/Pacific Chiropractic
02.2016 - 04.2018
- Coordinating front desk duties at two clinics. Managing proper staffing of both offices working closing with Doctor
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Maintaining Scheduled patients in our clinic and assuring future treatment plan were in place.
- Verify auto insurance as well as commercial health insurance.
- I work closely with doctors, attorneys and insurance companies.
- translating for our Spanish speaking patients..
- Administrative duties including data entry in our billing med iSOFT software, billing insurance, preparing doctor stats thru excel.
- Medical record prepping for attorneys and insurance companies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Lead Medication Technician
El Dorado West Retirement
10.2014 - 01.2016
- Monitored medication storage area to maintain medication security and control.
- Prepared medication doses accurately by following medication administration record (MAR) written by healthcare providers.
- Reordered medication to maintain adequate supply.
- Balanced the needs of multiple patients simultaneously while maintaining accuracy in medication preparation and distribution, contributing to overall patient satisfaction.
- Expedited the medication pass process without compromising accuracy through effective time management techniques.
- Documented medication administration into electronic medical records (EMR) to avoid duplication of medication dosages.
- Assisted in training new Medication Technicians on best practices and company policies, fostering a culture of continuous learning.
Education
Nurse Assistant Certificate -
Yakima Valley Community College
Sunnyside, WA07.2013
Skills
Knowledgeable in Epic, Next Gen
Proficient in Outlook, Excel and Word
- Workflow coordination
- Recordkeeping skills
- Customer Satisfaction
- Performance Evaluation
- Multitasking abilities
- Team Management
- Critical thinking
- Clerical
- Staffing oversight
- Medical terminology knowledge
- Critical thinking
- Clerical
- Staffing oversight
- Medical terminology knowledge
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Preference
Work Type
Full TimeWork Location
HybridRemoteImportant To Me
Career advancementCompany CultureWork-life balanceHealthcare benefitsWork from home optionAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20+ staff members.
- Recognized for outstanding dedication to patient care.
- Successfully transitioned facility to use of Epic.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Team Lead
GetixHealth
02.2024 - Current
Customer Service Specialist
GetixHealth
08.2023 - 02.2024
Customer Service Representative
Regence Blue Cross Blue Shield
10.2021 - 03.2023
Diagnostic Imaging Clerk
St. Joseph Medical Center
11.2020 - 03.2021
Front Office Medical Receptionist
Health Point Midway Medical
11.2018 - 04.2020
Senior Representative
Molina Healthcare of Washington, Bothell WA
05.2018 - 10.2018
Front Desk Supervisor Coordinator
Rainier Chiropractic/Pacific Chiropractic
02.2016 - 04.2018
Lead Medication Technician
El Dorado West Retirement
10.2014 - 01.2016
Nurse Assistant Certificate -
Yakima Valley Community College
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