Christy Lyn Cepeda Manalo
Auburn,WA
Summary
Personable and detail-oriented, with solid foundation in healthcare administration and coding principles. Well-versed in medical terminology and coding systems, including ICD-10 and CPT, and proficient in electronic health record management. Driven to ensure accurate billing and optimize revenue cycle processes.
Overview
13
13
years of professional experience
Work History
Customer Service Agent
United Airlines
10.2021 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managing face-to-face contact with about 300 customers or more per day assisting with general questions and de-escalation of concerns regarding travel inquires.
Patient Service Representative
Pulse Heart Institute (Formerly Cardiac Study Center)
02.2023 - 05.2023
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Managed about 40 incoming calls, emails, per day from customers and staff members.
Administrative Assistant
Lind Pest Control
08.2020 - 09.2020
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Conducted research for project proposals, compiling information that supported winning bids.
- Managed scheduling for the executive team, balancing complex calendars to ensure optimal use of time.
- Managed filing system, entered data, and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages, and managing incoming and outgoing mail.
- Maintained excellent customer relationships through timely r to inquiries and going above and beyond to accommodate unusual requests.
- Managed about 20 incoming calls per day from customers regarding appointments and inquiries about products offered to treat their homes.
Customer Service Agent
Worldwide Flight Services
11.2019 - 06.2020
- Managed about 40 calls per day from customers about shipping needs.
- Answered customer service inquiries and calls from customers throughout the country
- Assisted customers/drivers with cargo to be accepted or rejected due to customs regulations
- Prepare documents and Airway bills that would have to board the flight along with cargo
- Making sure all Airway bills had the correct number of pieces listed to match cargo before accepting freight
- Having strong communication skills to be able to determine how much cargo will be able to board a flight based on freight weight
- Answering and transferring calls to the right personnel
- Data entry, accepting payments
Patient Service Representative
Pulse Heart Institute (Formerly Cardiac Study Center)
08.2017 - 07.2019
- Verifying patient information before check-out
- Scheduling, answering phones
- Verifying patient insurance and verifying referrals
- Receiving and making inbound and outbound calls to schedule patients in the referral queue
- Maintaining multiple provider schedules
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Built and maintained positive working relationships with patients and staff.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Responded to inquiries by directing calls to appropriate personnel.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Resolved customer complaints using established follow-up procedures.
- Managed about 30 calls per day from customers regarding scheduling for appointments or follow-ups.
Soft Count/Cage Cashier
Great American Casino
02.2017 - 04.2019
- Verifying vault and being able to spot mistakes
- Cashing out customers with the correct amount of their winnings
- Verifying casino chips
- Verifying money in boxes from the night before.
- Assisted about 50 customers per day with payouts on their winnings.
Accountant Clerk1
Hyatt Regency-Saipan
02.2015 - 09.2015
- Accurately audit employee daily transaction
- Update daily general ledgers
- Correct any discrepancies
- Managed about 40 customers a day regrading inquiry for general accounts allotted to company accounts.
- Enhanced financial reporting accuracy, preparing monthly financial statements and supporting documentation for management review.
- Ensured timely payments to vendors with diligent invoice processing and proactive communication.
- Maintained strong relationships with clients, providing exceptional customer service and addressing inquiries regarding billing or account balances.
- Managed payroll processing tasks, ensuring accurate payment distribution while adhering to relevant regulations and deadlines.
- Prepared financial statements, business activity reports, annual budgets and other records.
Accountant1
Department of Finance-Saipan
01.2012 - 07.2014
- Handled various reporting for different federally funded accounts
- Provided excellent customer service to clients
- Posting contracts, and memos, verifying funds, updating daily bank statements
- Creating draw-downs, annually and quarterly reports for various accounts
- Managed about 30 customers regarding accounts
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating, and cash, and banking reconciliations.
- Used advanced software to prepare documents, reports, and presentations.
- Streamlined month-end closing processes, resulting in reduced time spent on financial reporting tasks.
Education
AA - Medical Billing and Coding
Bryan University
Arizona City, AZ12.2025
Certificate - Medical Office Administrative Assistant
Charter College
Fife, WA05.2017
Skills
- Bilingual English and Chamorro
- Knowledgeable in anatomy, physiology, and medical terminology related to medical billing and coding
- Understanding medical health record systems and how to enter patient information, creation of Super-bills, and medical office visits
- ICD-10 proficiency
- Understanding of medical health record retention and security
- HIPAA compliance
- Understanding of medical insurance plans for inpatient and outpatient services and how to code, bill, and apply for reimbursement
- Professionalism and ethics
- Effectively perform administrative tasks including computer skills (Microsoft Office Suite), JD Edwards, Scala, Epic, Optima, and Opera programs, answering phones, scheduling, and office organization
- Continuous learning attitude
- Some knowledge of Smart Service and QuickBooks
- Understanding of AP/AR functions
- Excellent customer service
- Able to perform inbound and outbound calls to schedule patients
- Able to work under pressure and perform tasks at hand using critical thinking
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Microsoft office suite proficiency
- Multitasking and organization
- Reliability and punctuality
- Adaptability and flexibility
- Phone etiquette
- Task prioritization
Timeline
Patient Service Representative
Pulse Heart Institute (Formerly Cardiac Study Center)
02.2023 - 05.2023
Customer Service Agent
United Airlines
10.2021 - Current
Administrative Assistant
Lind Pest Control
08.2020 - 09.2020
Customer Service Agent
Worldwide Flight Services
11.2019 - 06.2020
Patient Service Representative
Pulse Heart Institute (Formerly Cardiac Study Center)
08.2017 - 07.2019
Soft Count/Cage Cashier
Great American Casino
02.2017 - 04.2019
Accountant Clerk1
Hyatt Regency-Saipan
02.2015 - 09.2015
Accountant1
Department of Finance-Saipan
01.2012 - 07.2014
AA - Medical Billing and Coding
Bryan University
Certificate - Medical Office Administrative Assistant
Charter College
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