Summary
Overview
Work History
Education
Skills
Timeline
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Breanna Cortez

Kyle

Summary

Adept at HIPAA compliance and fostering exceptional communication, I significantly enhanced patient satisfaction and retention at Austin Regional Clinic. My proactive approach streamlined processes, improved team collaboration, and ensured meticulous data management, demonstrating my commitment to professionalism and patient care excellence. Professional in patient services with strong background in healthcare administration and customer service. Skilled in managing patient interactions, coordinating schedules, and ensuring seamless communication between medical staff and patients. Known for collaborative approach and adaptability to changing needs, driving team success and patient satisfaction. Reliable in high-pressure environments, with focus on delivering results and improving patient care processes.

Overview

10
10
years of professional experience

Work History

Senior Patient Service Representative

Austin Regional Clinic
09.2023 - Current
  • Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
  • Reduced errors in medical records through meticulous data entry and regular audits.
  • Improved patient satisfaction by efficiently addressing and resolving concerns and complaints.
  • Supported clinical team by managing inventory levels of supplies, proactively ordering replacements when needed.
  • Streamlined appointment scheduling process for increased efficiency and reduced wait times.
  • Ensured prompt payment collection by thoroughly explaining financial policies to patients prior to treatment commencement.
  • Managed high call volume, prioritizing urgent requests while maintaining professionalism and accuracy in documentation.
  • Promoted a positive work environment by effectively collaborating with team members across departments.
  • Enhanced patient experience by providing exceptional service during check-in, registration, and checkout procedures.
  • Collaborated with clinical staff to ensure seamless coordination of patient care and treatments.
  • Increased patient retention by establishing rapport and building trust through empathetic communication.

Customer Service Representative

Home Depot
11.2020 - 06.2023
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Customer Service Representative

HEB Grocery Store
12.2017 - 09.2020
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Guided customers in navigating online banking platforms and mobile applications.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.

Customer Service Representative

Aliant Gas
06.2015 - 12.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

High School Diploma -

LEHMAN HIGH SCHOOL
Kyle, TX
05-2015

Skills

  • HIPAA compliance
  • Exceptional communication
  • Professionalism and ethics
  • Appointment scheduling
  • Healthcare regulations
  • Cross-functional coordination
  • Medical terminology proficiency
  • Friendly and outgoing
  • Team collaboration
  • Money handling
  • Patient education
  • Data entry

Timeline

Senior Patient Service Representative

Austin Regional Clinic
09.2023 - Current

Customer Service Representative

Home Depot
11.2020 - 06.2023

Customer Service Representative

HEB Grocery Store
12.2017 - 09.2020

Customer Service Representative

Aliant Gas
06.2015 - 12.2017

High School Diploma -

LEHMAN HIGH SCHOOL
Breanna Cortez