Clarissa Nieto

Call Center Operations
• Patient Appointment Scheduling (VISTA/CPRS)

• Schedule and manage patient appointments for check-ups, follow-ups, surgeries, and specialty referrals, ensuring they align with provider availability and facility capacity
• Confirmed and rescheduled appointments, promptly communicating changes to enhance patient satisfaction.
• Utilized medical terminology in patient interactions to facilitate clear communication and understanding.
  • Provided customer service tailored to veterans, addressing their unique needs.
  • Operated multiline phone systems to manage incoming calls efficiently.
  • Utilized secure messaging protocols to maintain patient confidentiality in documentation.
  • Applied knowledge of VA policies and workflows to collaborate with team members to prioritize workflow, ensuring timely patient care and efficient operations. workflow effectively.

• Managed front desk operations and ensured smooth patient check-in processes.
• Provided exceptional customer service to patients and visitors at the clinic.
• Coordinated appointment scheduling and maintained accurate patient records.
• Assisted with insurance verification and explained coverage options to patients.
• Handled incoming calls and directed inquiries to appropriate staff members.
• Maintained a clean and organized reception area for optimal patient experience.
• Trained new front desk staff on clinic policies and operational procedures.
• Welcomed large volume of guests and improved overall customer service.