Ariana Moral
Hartsburg,IL
Summary
Highly skilled, bilingual customer experience and healthcare support professional with extensive experience in patient access, medical coordination, and interpretation services within regulated healthcare environments. Currently a Patient Access Representative at Pride Global/Optum, supporting patients with scheduling, medication refills, and provider communication while managing high call volumes and sensitive health data. Brings strong expertise in HIPAA compliance, conflict resolution, and CRM platforms including Salesforce, ServiceNow, Epic, and NetSuite. Proven ability to perform in fast-paced settings, meet service metrics, and deliver clear, empathetic communication. Background in Communication and Media.
Overview
11
11
years of professional experience
Work History
Patient Access Representative
Pride Global - Optum
08.2023 - Current
- Verified insurance eligibility in real-time through OneSource and Epic RTE, correcting coverage details to ensure accurate validation in the system.
- Assisted patients with appointment scheduling, medication refill requests, and direct messaging with medical providers/clinics for Adult Primary Care and Specialty Department, achieving cross-training within 2 weeks.
- Utilized scripting tools for accurate data entry and created new patient MyChart accounts.
Customer Experience Representative
ElectroCore
04.2024 - 08.2024
- Handled inbound customer service inquiries via phone, email, and text, ensuring prompt and effective resolution.
- Managed sales order intake, processing, and troubleshooting, contributing to accurate data reporting.
- Prescription intake, validation, processing, troubleshooting and data reporting.
- Recorded all customer interactions in CRM tool (Salesforce, NetSuite) to maintain comprehensive communication records.
- Support Territory Business Manager's (sales executives) with account set up and order pull through.
- Training and support of Health Care Practitioner's (HCP's) and patients on gammaCore use and log interactions.
- Ensured adherence to HIPAA regulations
Customer Service Specialist
SGS Consulting - Assurant
05.2023 - 04.2024
- Managed 40+ daily inbound and outbound calls regarding homeowners' insurance, ensuring customer inquiries were addressed efficiently.
- Addressed customer concerns and resolved issues promptly.
- Navigated multiple systems for data entry updates and payment processing.
- Verified coverage details with third-party companies and submitted fax requests for changes.
- Coached teammates to enhance performance QA
- Assisted manager by compiling and analyzing Excel reports on adherence and KPIs.
- Produced monthly newsletters to inform team of updates, enhancing communication and engagement.
Medical Interpreter
Freelancer
03.2022 - 04.2023
- Provided over-the-phone and in-person medical interpretation on demand for language services agencies.
- Followed instructions from various questioners across medical, financial, and utilities fields to provide accurate information.
- Entered client information for billing purposes during inbound and outbound calls, ensuring accuracy and compliance.
Customer Service Interpreter
JMV Customer Service
, Peru
12.2019 - 01.2021
- Provided consecutive English-Spanish interpretation via telephone for sectors such as finance and healthcare, facilitating effective communication.
- Served institutions across United States, Canada, and United Kingdom, enhancing public service delivery in various areas.
- Optimized call log format, improving clarity and tracking of interpretation service metrics.
- Presented innovative call log format to management, receiving approval for organization-wide implementation.
Independent Contractor Interpreter
Prentice Consulting
, Peru
05.2019 - 06.2019
- Collaborated with recruitment team as independent contractor. Conducted initial screening of interpreter candidates to assess knowledge of key vocabulary and terminology. Adapted to changing labor demands to support company needs.
Interpreter
Mego Networks / Language Line Solutions
, Peru
04.2017 - 05.2019
- Promoted to medical interpreter within two months due to exceptional call quality ratings.
- Maintained 98% average in call quality control assessments, demonstrating consistent performance.
- Exceeded qualification standards in English-Spanish interpreting training through outstanding performance.
Customer Service Agent
TELECONTACTS S.A.C
, Peru
07.2015 - 11.2016
- Managed inbound calls to assist customers with service and product inquiries, utilizing CRM system for accurate tracking.
- Resolved customer issues by implementing refund procedures, ensuring timely and satisfactory outcomes.
Education
Communication and Media - Public - Relations
University of San Martin de Porres
05.2018
High School Diploma -
Trilce
Skills
- Customer service and support
- Active listening
- Conflict resolution
- Microsoft Office proficiency
- Inbound and outbound calling
- HIPAA compliance
- Salesforce and NetSuite
- ServiceNow expertise
- RingCentral usage
- MSP/BlackKnight knowledge
- Epic familiarity
- Appointment scheduling
- Data entry accuracy
- Attention to detail
- Patient intake and registration
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Experience Representative
ElectroCore
04.2024 - 08.2024
Patient Access Representative
Pride Global - Optum
08.2023 - Current
Customer Service Specialist
SGS Consulting - Assurant
05.2023 - 04.2024
Medical Interpreter
Freelancer
03.2022 - 04.2023
Customer Service Interpreter
JMV Customer Service
12.2019 - 01.2021
Independent Contractor Interpreter
Prentice Consulting
05.2019 - 06.2019
Interpreter
Mego Networks / Language Line Solutions
04.2017 - 05.2019
Customer Service Agent
TELECONTACTS S.A.C
07.2015 - 11.2016
Communication and Media - Public - Relations
University of San Martin de Porres
High School Diploma -
Trilce