Briana Velazco

Patient Service Representative

February 2023 – Present

• Deliver patient-centered service aligned with healthcare operational standards, ensuring a welcoming, professional, and supportive front-office experience.
• Coordinate patient scheduling across providers to optimize clinic flow, reduce wait times, and maintain appointment accuracy.
• Verify insurance eligibility, obtain authorizations, and support billing and coding processes to ensure financial transparency and compliance.
• Maintain strict adherence to HIPAA, privacy policies, and healthcare regulatory requirements in all patient communications and documentation.
• Manage electronic medical records (EMR), ensuring accurate data entry, record updates, and secure file maintenance.
• Serve as liaison between patients, clinical staff, and external partners to facilitate seamless care coordination.
• Address patient inquiries, concerns, and service recovery situations with professionalism and empathy.
• Support operational reporting by tracking scheduling metrics, patient documentation, and daily activity logs.
• Assist with administrative process improvements to enhance efficiency and patient satisfaction outcomes.

• Scheduling appointments and keeping those appointments on time.
• Assisting patients with completing necessary forms and documentation.
• Faxing, scanning, filing, and mailing documentation
• Answer questions and address complaints
• Answering the telephone and answering any inquiries.
• Maintaining records and accounts/billing and coding
• Greeting and helping serve patients

• Assisting customers with issues and inquiries in accordance with Notary policies
• Maintaining documentation and relevant information to establish customer relations
• Increasing clientele by advertising services available

• Answered incoming calls and placed outgoing calls.
• Maintained up-to-date records at all times
• Provided active and appropriate information in response to customer inquiries
• Keys data from order card into computer, using keyboard
• Schedule appointments and maintain and update appointment

• Maintained and delivered packages up to 50 lbs
• Follow a prescribed delivery sequence to ensure timely delivery satisfaction
• Works collaboratively on a district team to complete mail routes successfully

• Maintained monitoring logs and books to ensure customer security and documentation
• Provided call customer service support and greetings while operating computer systems
• Maintained and recorded Payroll time cards using Excel

• Provided direct communication with licensed consumers and buyers of retail
• Managed customer database and systems to solidify client retention
• Increased profit margins by creating and implementing effective sales plans
• Gaps due to familial responsibilities.