Cassandra Ortiz
Saginaw,MI
Summary
Motivated Healthcare Administration graduate with hands-on experience in patient registration and admissions management. Proficient in handling diverse insurance plans and meticulous in ensuring paperwork accuracy to enhance patient satisfaction. Strong commitment to delivering exceptional service and contributing to organizational success.
Overview
12
12
years of professional experience
Work History
Customer Service Representative II
NeoPollard Interactive
11.2025 - Current
- Enhanced customer satisfaction by delivering multi-channel support to lottery account holders.
- Ensured regulatory compliance while resolving customer inquiries and account-related issues.
- Efficiently verified identities and resolved complex account problems, maintaining integrity.
- Validated customer documents to uphold security standards and preserve account integrity.
- Diagnosed system issues, guiding customers through technical troubleshooting with online platforms.
- Streamlined service outcomes by collaborating with teams to improve customer processes.
Call Center Operator
Great Lakes Bay Health Center
01.2025 - 11.2025
- Streamlined procedure scheduling by efficiently coordinating multiple department appointments and authorizations.
- Enhanced data accuracy by diligently verifying demographic and insurance information for patients.
- Secured compliance by ensuring legal consent forms and documents were correctly signed.
- Improved patient registration efficiency through proactive pre-registration for future procedures or treatments.
- Achieved operational efficiency by mastering Epic/Athena and diverse office technology systems.
Patient registration
Covenant Hospital
07.2024 - 08.2025
- Enhanced patient registration efficiency by managing 10+ calls per hour using Epic.
- Accurately updated patient demographics by verifying and correcting registration errors efficiently.
- Streamlined appointment scheduling through effective use of insurance platforms and Epic system.
- Ensured successful co-pay collection by providing exceptional, friendly customer service.
- Facilitated accurate patient information by updating new and existing patient registrations.
RSC III Representative/Dispatch
Charter Communications- Spectrum
06.2022 - 07.2024
- Achieved high call volume management by answering over 20 calls per hour.
- Enhanced service quality by coordinating communications with technicians and field leaders.
- Leveraged FSM, ACSR, and other software to boost operational productivity.
- Established strong partnerships with technicians, improving communication and adaptability.
- Attained RSC III Representative title by completing all dispatch progressions.
- Fostered positive customer relations while effectively addressing inquiries and requests.
Ophthalmology Technician
Great Lakes Eye Institute
02.2021 - 07.2022
- Room 4 to 6 patients per hour, chart notes for physicians, answer calls, take messages for providers, send medications to pharmacy when needed, contact other providers offices with questions or concerns
- Worked on EHR systems: Allscripts, Medflow, and e-prescribing on Rcopia
Medical Assistant
Saginaw Valley Foot and Ankle
05.2019 - 02.2021
- Assess 3 to 5 patients conditions per hour, scribe for physician, conduct x-rays of limbs, complete paperwork, answer multiple incoming calls while making outbound calls, do basic math for billing mostly paper billing with some computer billing, dispose of paper medical records, verify patient payments, assist with billing and payment issues, obtain virtual casting of feet, set up for hard casting, cut casting off when needed
- Sanitize tools, and stock rooms with medical supplies needed.
Production Worker
Duro-Last
05.2017 - 05.2019
- Production worker, making accessories for roofs like gutters and ventilation units. Met production expectations with 50-plus parts per hour.
- Maintain quality of product while meeting quota every hour.
Resident Aide
Shattuck Manor
01.2014 - 05.2019
- Assist up to 2 plus residents per hour at night with personal care needs, and escort to vehicles for appointments or meals
- Clean living areas of residents, change wound care, Chart daily activities and medications, and assist with any help needed from the residents.
Education
Associate of Applied Science - Healthcare applied science
Ross Medical Education Center
11-2025
High school diploma or GED -
The New Millennium Academy
Saginaw, MISkills
- EMR Systems
- Time management
- Windows
- Attention to detail
- Call center experience
- Microsoft Outlook, Microsoft Office
- CRM system proficiency
- Medical Terminology
- Multitasking
- Electronic health records (EHR) management
- Multi-line phone systems, Live Chat
- Patient collections management
- Customer support
- ERP systems
- HIPAA
- Payment processing
- Analytical thinking
- Ophthalmology Experience
- Telecommunication
- Health Insurance Verification
- Microsoft Teams, Microsoft Excel, Microsoft Word
- Productivity software
- Appointment scheduling
- Allscripts, Epic, AthenaHealth
- Data entry
- Medical Scheduling
Languages
English
Timeline
Customer Service Representative II
NeoPollard Interactive
11.2025 - Current
Call Center Operator
Great Lakes Bay Health Center
01.2025 - 11.2025
Patient registration
Covenant Hospital
07.2024 - 08.2025
RSC III Representative/Dispatch
Charter Communications- Spectrum
06.2022 - 07.2024
Ophthalmology Technician
Great Lakes Eye Institute
02.2021 - 07.2022
Medical Assistant
Saginaw Valley Foot and Ankle
05.2019 - 02.2021
Production Worker
Duro-Last
05.2017 - 05.2019
Resident Aide
Shattuck Manor
01.2014 - 05.2019
Associate of Applied Science - Healthcare applied science
Ross Medical Education Center
High school diploma or GED -
The New Millennium Academy