Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Audrey Manzano

Martinsville ,VA

Summary

Dynamic Patient Service Representative Team Lead at PATHS Community Medical Center, skilled in enhancing patient satisfaction and streamlining registration processes. Proven ability in team leadership and customer service, with expertise in insurance verification and electronic health records. Committed to fostering strong relationships and delivering exceptional care in fast-paced environments.


Professional patient services leader with comprehensive experience in healthcare settings. Skilled in managing patient relations, optimizing service delivery, and leading teams to achieve high performance. Strong focus on collaboration, adaptability, and reliable support for both staff and patients. Expertise in communication, conflict resolution, and process improvement ensures exceptional patient care and operational efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Patient Service Representative Team Lead

PATHS Community Medical Center
12.2018 - Current
  • Provided comprehensive training to new team members, ensuring consistent levels of high-quality service across the team.
  • Served as a liaison between patients, physicians, nurses, and administrative staff to facilitate smooth operations within the clinic or healthcare facility.
  • Developed strong relationships with patients and their families to provide exceptional customer service at all times.
  • Improved the overall patient registration process by implementing new procedures and training team members accordingly.
  • Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
  • Enhanced patient satisfaction by addressing inquiries and resolving concerns promptly.
  • Facilitated clear communication between patients, medical staff, and insurance providers to ensure accurate billing and documentation.
  • Implemented proactive strategies for managing high call volumes while maintaining excellent customer service standards.
  • Promoted a positive work environment through effective team collaboration and open communication channels.
  • Maintained accurate and up-to-date records of patient demographics, insurance information, and medical histories by consistently verifying data during each visit or interaction.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Greeted and assisted patients with check-in procedures.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Provided excellent customer service to patients and medical staff.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.

Cook's Assistant

Danville Golf Club
08.2017 - 10.2018
  • Supported smooth restaurant operations by promptly restocking necessary supplies during peak hours.
  • Contributed to increased menu variety by suggesting new dishes based on seasonal ingredients and customer preferences.
  • Ensured proper storage of ingredients by organizing and labeling items in designated areas according to safety guidelines.
  • Assisted in successful catering events by preparing ingredients, assembling platters, and delivering exceptional service to clients.
  • Enhanced presentation quality of menu items by applying plating techniques, contributing to positive customer dining experiences.
  • Maintained high levels of hygiene and food safety by regularly cleaning equipment, utensils, and kitchen workspaces.
  • Facilitated teamwork among kitchen staff members through clear communication regarding tasks at hand or upcoming needs throughout shifts.

Cooking Intern

Golden Leaf Bistro
11.2016 - 07.2017
  • Gained hands-on experience by participating in the creation of daily specials and menu items.
  • Assisted with inventory management, helping to minimize waste and control costs.
  • Improved presentation skills by plating and garnishing meals for restaurant guests.
  • Contributed to team efficiency by maintaining cleanliness and organization in all work areas.
  • Collaborated closely with other interns to successfully execute large-scale catering events.
  • Refined time-management skills, consistently meeting deadlines even under pressure during busy shifts.

Education

Graduate Certificate - Certified Clinical Medical Assistant

Patrick & Henry Community College
Martinsville, VA
12-2024

Tunstall High School
Dry Fork, VA
05-2017

Skills

  • Patient registration
  • Insurance verification
  • Medical terminology
  • Appointment scheduling
  • Healthcare software expertise
  • Policy adherence
  • Privacy compliance
  • Customer service
  • Friendly and outgoing
  • Problem-solving
  • Team collaboration
  • Multitasking and organization
  • HIPAA compliance
  • Team leadership
  • Verbal and written communication
  • Patient check-in
  • Money handling
  • Patient education
  • Registration and admissions
  • Electronic health records
  • Relationship building
  • Phone and email etiquette
  • Flexible schedule
  • Data entry
  • Policy understanding
  • Payment processing
  • Spanish fluency
  • spanish translation

Certification

  • CCMA - Certified Clinical Medical Assistant
  • Certified BLS, CPR

Languages

Spanish
Native or Bilingual

Timeline

Patient Service Representative Team Lead

PATHS Community Medical Center
12.2018 - Current

Cook's Assistant

Danville Golf Club
08.2017 - 10.2018

Cooking Intern

Golden Leaf Bistro
11.2016 - 07.2017

Graduate Certificate - Certified Clinical Medical Assistant

Patrick & Henry Community College

Tunstall High School

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Audrey Manzano