BRENDA M. RESENDEZ
Kaiser Permanente
BELLFLOWER,CA
4
years of professional experience
Healthcare professional known for high standards and impactful results. Background includes managing patient interactions, resolving complex inquiries, and enhancing overall patient satisfaction. Proven team collaborator with flexible approach to changing needs and commitment to achieving objectives. Skilled in communication, problem-solving, and adaptability.
Work History
Medical Transportation Specialist
4 Months- Maintained accurate records of patient transport requests and outcomes to enhance operational transparency.
- Streamlined communication between patients, drivers, and healthcare staff to enhance service quality.
- Implemented process improvements that reduced delays in patient transport services, enhancing overall satisfaction.
- Collaborated with healthcare teams to address patient needs and improve transportation processes.
- Medicare and Medicaid Support Specialist
- Educated patients and their families on the importance of adhering to pre-transport requirements, such as fasting guidelines or medication schedules.
- Reduced wait times for patients by proactively communicating with dispatchers regarding schedule adjustments or delays.
- Increased efficiency in scheduling by optimizing routes for multiple patients'' pickups and dropoffs.
- Maintained accurate records of patient information, mileage logs, and vehicle maintenance for efficient operations.
Outpatient Registration Receptionist
1 Year- Managed patient registration process, ensuring accuracy and efficiency in data entry.
- Assisted patients with insurance verification, resolving discrepancies promptly.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Coordinated communication between departments to streamline patient flow.
- Provided exceptional customer service, addressing patient inquiries and concerns effectively.
- Trained new staff on registration protocols and hospital systems.
- Managed high call volume while maintaining a courteous demeanor, addressing inquiries regarding appointments, billing, and general information.
- Developed rapport with returning patients through consistent delivery of friendly service during each interaction.
- Streamlined the appointment scheduling system for increased patient satisfaction and improved workflow.
- Enhanced patient experience by efficiently managing registration processes and providing exceptional customer service.
- Ensured patient confidentiality by strictly adhering to HIPAA guidelines during all interactions with patients'' personal information.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Front Desk Receptionist
1 Year 8 Months- Managed front desk operations, ensuring efficient check-in and appointment scheduling for patients.
- Maintained accurate patient records using dental practice management software to enhance office efficiency.
- Assisted in managing office inventory, ensuring essential supplies were stocked and readily available.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Developed strong relationships with patients, contributing to increased satisfaction and retention rates.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
Education
High School
Skills
Advanced electronic health record systems
Hospital systems EPIC
ECARE
SRIS
AM
EHR
MS4
MOVI
VECTOR CARE
Documentation creation
Call center experience
Patient payment processing
Patient registration & admissions / Teamwork
Problem-solving
Phone etiquette
Educated patients regarding insurance benefits
coverage limitations
and authorization requirements.
Call center (Radiology Adults & Pediatrics) (Summarizing calls)
Collecting Co Pays
Insurance Verification.
Basic life support
Conflict de-escalation
Time management abilities
Record keeping
Working in a fast past environment/ busy phone system
Communication and problem solving.
Medical Terminology CPT/ ICD-10 Codes ( Reading Drs orders electronically or hand written)
Ambulance operations/ Vehicle Navigation
Call screening
Patient check-in
Microsoft office
Timeline
Medical Transportation Specialist
Kaiser Permanente
03.2026 - CurrentRead More
Outpatient Registration Receptionist
PIH Health Whittier Hospital
02.2024 - 02.2025Read More
Front Desk Receptionist
Bright Now Dental
06.2022 - 02.2024Read More
Reid High School
High School
Read More