Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Lynnette Martinez

Houston,TX

Summary

Experienced Customer Support Specialist with a background in healthcare, skilled in providing high-quality support through live chat, phone, and email. Bilingual in English and Spanish, with a proven ability to manage high-volume inquiries while maintaining clarity, empathy, and efficiency. Proficient in resolving technical and service-related issues, ensuring customer satisfaction, and escalating complex cases as needed. Strong knowledge of HIPAA compliance, and customer-focused problem-solving. Recognized for delivering responsive, accurate, and friendly support in fast-paced environments.

Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.

Overview

16
16
years of professional experience

Work History

Pre-Service Rep II

Texas Children Hospital
07.2014 - 04.2025
  • Verify benefits with commercial and Medicaid payers, ensuring patient account accuracy and readiness.
  • Maintained productivity and quality standards at all times.
  • Obtain authorizations using CPT codes and ICD-10, facilitating smooth procedures for patients.
  • Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 40 patients each day.
  • Provide empathetic patient assistance, scheduling appointments and updating insurance information.
  • Scheduled appointment to resolve more complex issues.
  • Communicate effectively with providers and patients to resolve complex insurance and procedural concerns.
  • Helped large volume of patients every day with positive attitude and focus on patient satisfaction.

Patient Access Rep II

Memorial Hermann
08.2009 - 07.2014
  • Handled over 60 inbound calls daily, verifying insurance benefits for facility visits with 98% accuracy.
  • Scheduled an average of 15–20 appointments per day and contacted 100+ parents weekly to communicate copays, deductibles, and coinsurance.
  • Monitored, reviewed, and resolved patient account issues on assigned reports, achieving a resolution rate of 95% within 48 hours.
  • Collected demographic, insurance, and financial information from patients and guarantors.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.

Education

Medical Assistant Diploma -

Texas School of Business
Houston, Texas
08.2008

Skills

  • Bilingual in English and Spanish
  • Professional demeanor
  • Proficient with Microsoft Office Suite
  • Data entry
  • Familiarity with HIPAA
  • Familiarity with medical terminology
  • Customer support
  • Customer relations
  • Database maintenance
  • Organization

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Languages

Spanish
Native or Bilingual

Timeline

Pre-Service Rep II

Texas Children Hospital
07.2014 - 04.2025

Patient Access Rep II

Memorial Hermann
08.2009 - 07.2014

Medical Assistant Diploma -

Texas School of Business

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