Desiree Diaz
Woodbridge,NJ
Summary
Led patient access and medical customer service initiatives, leveraging over five years of experience to optimize clinic and urgent care operations. Oversaw appointment scheduling, insurance verification, and EMR system management, driving streamlined processes and improved patient experiences. Enhanced service delivery by offering bilingual communication in English and Spanish, catering to a diverse clientele.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Remote Customer Service Agent
7 Days Pediatrics
Woodbridge, NJ
04.2024 - Current
- Provide remote support for families by scheduling appointments verifying insurance updating patient accounts and processing referrals.
- Respond to patient calls messages and inquiries with accuracy and empathy.
- Support administrative needs including newborn visits vaccination scheduling and telehealth coordination.
- Provided exceptional customer support through effective communication and problem-solving skills.
- Managed appointment scheduling and follow-up processes to enhance patient experience.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
Patient Access Representative
Summit Health
Westfield, NJ
01.2022 - 04.2024
- Managed front desk operations processed payments verified insurance and scheduled appointments.
- Resolved patient concerns and coordinated with providers to ensure smooth clinic operations.
- Implemented process improvements that reduced wait times and increased patient satisfaction scores.
- Oversaw daily operations of front desk activities, ensuring compliance with health regulations and policies.
Patient Access Representative
RWJBarnabas Health
Somerset, NJ
10.2021 - 01.2022
- Registered ER patients verified insurance and ensured accurate documentation.
- Collaborated with ER staff to support urgent patient flow.
- Facilitated patient check-in processes, ensuring accurate data entry and efficient service delivery.
- Managed appointment scheduling for diverse patient populations, enhancing overall patient experience.
- Coordinated insurance verification and eligibility checks to streamline patient access procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
Patient Access Registrar
BayCare Health System
Clearwater, FL
08.2020 - 09.2021
- Scheduled therapy appointments verified insurance and maintained records using Cerner Sorian and EDM.
- Facilitated patient registration by verifying insurance information and gathering necessary documentation.
- Managed appointment scheduling to optimize patient flow and reduce wait times.
- Collaborated with clinical staff to ensure accurate patient data entry into electronic health records system.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Team Member
Chick fil A
Winter Haven, FL
07.2019 - 07.2020
- Oversaw transaction processes and provided guidance to new team members, ensuring a seamless guest experience.
- Delivered outstanding customer service by addressing client needs promptly, ensuring satisfaction and promoting loyalty in a high-demand environment.
- Implemented teamwork strategies to consistently achieve high standards of food safety and cleanliness across all restaurant areas.
- Employed effective conflict resolution techniques to promptly resolve customer complaints, ensuring enjoyable dining experiences.
Education
High School Diploma - undefined
Ridge Christian Academy
01.2019
Skills
- Assisted with patient intake processes to gather necessary information Supported scheduling of appointments to optimize clinic workflow Facilitated communication between patients and healthcare providers
- Executed insurance verification processes to ensure accurate patient billing
- Assisted teams in utilizing EMR systems effectively Supported users in navigating Epic and Cerner platforms Aided in understanding Sorian and EDM functionalities
- Facilitated telehealth patient support services to enhance access to healthcare
- Facilitated client support by addressing inquiries and resolving issues promptly
- Ensured adherence to Health Insurance Portability and Accountability Act (HIPAA) compliance standards
- Assisted in maintaining accurate documentation and performing data entry tasks Helped organize files and records for easy access Supported team members in data management activities
- Facilitated communication in English and Spanish Supported team members in understanding bilingual materials Assisted clients in navigating language barriers
- Patient registration
- HIPAA compliance
- Insurance verification
Certification
BLS Certification
Languages
Spanish
Native or Bilingual
Timeline
Remote Customer Service Agent
7 Days Pediatrics
04.2024 - Current
Patient Access Representative
Summit Health
01.2022 - 04.2024
Patient Access Representative
RWJBarnabas Health
10.2021 - 01.2022
Patient Access Registrar
BayCare Health System
08.2020 - 09.2021
Team Member
Chick fil A
07.2019 - 07.2020
High School Diploma - undefined
Ridge Christian Academy