DIANA PASQUERELLA
Bronx,USA
Summary
Skilled professional with extensive experience in not-for-profit, call center operations and attentive to the importance of maintaining the highest level of excellent customer satisfaction with over twenty-five years’ experience. Outstanding organizational and problem-solving abilities, productive employee working in a multitasking environment. Liaising with team leaders and managers to conduct on-the-job coaching
Overview
24
24
years of professional experience
Work History
Patient Access Specialist
White Plains Hospital
06.2023 - Current
- Schedules and confirms patient’s appointments utilizing practice management system whenever available
- Serves as a resource for Associates through real-time feedback, hands on training and mentorship
- Collaborates with staff and supervisors to develop or modify procedures and workflows
- Displays active listening, empathy, courtesy and professionalism with callers and colleagues
- Provides feedback and collaborates with colleagues and leadership to improve departmental performance
- Remains aware of call queues and completes call processing in an efficient manner
- Attends mandatory meetings/in-services and participates in workgroups or projects as assigned
- Performs all other related duties as assigned
Patient Access Associate
White Plains Hospital
05.2021 - 06.2023
- Schedules and confirms patient’s appointments utilizing practice management system whenever available
- Trains new employees on new and updated call center procedures in Epic to improve their performance
- Observes the daily operations of call center employees and identifies any areas of improvement
- Fulfills responsibilities as assigned that may include sending and receiving patient records and documents
- Verifying insurance coverage and patient demographics
- Updates patients charts to ensure that information is complete
- Utilizes appropriate steps in the decision-making process to include recognition and priority settings
- Collaborates and communicates with the health care team
- Completes annual mandatory requirements including Occupational Health Requirements
Client Communications Representative
Cornell Medical Center
04.2018 - 05.2021
- Scheduled appointments for Community Practice and a variety of specialty services on Cornerstone
- Triage urgent calls
- Answer phones and direct calls appropriately
- Update clients with status reports and patient information
- Process referral calls from outside veterinarians and clients
Customer Service Representative
US Family Health Plan-Saint Vincent’s Medical Center
06.2017 - 01.2018
- Scheduled appointments for inbound military health care call center
- Applies appropriate triage and escalation protocols
- Knowledge of processing claims
- Researched and promotes customer satisfaction by ensuring that all customer inquiries are resolved in a timely and efficient manner in accordance with health plan guidelines
Provider Service Representative
Orthonet Provider Services
10.2015 - 06.2017
- Customer service representative for inbound call center with experience in a healthcare environment in provider relations for providers and members with practice management
- Currently assists providers and members with multiple health contracts, BCBS of North Carolina, BCBS of Tennessee and Health First, Empire Blue Cross BCBS of Illinois, Anthem Commercial, Anthem BCBS of Wisconsin, Amerigroup LA and Amerigroup MD and Empire of NY
- Distributing information to providers, members and staff
- Serve as a liaison for any communication between Orthonet and provider
Event Team Recruiter
American Cancer Society
05.2013 - 10.2015
- Cold call participants and establish relationships with team leaders and coach them through fundraising events
- Meticulously tracks and monitors participants using EMT database
Call Center Operator
Adcorp Media Corp
01.2012 - 02.2013
- Solicited appointments for national sales team through cold-calling scheduling 3 appointments to capture bonus
Clerical Associate III
NYC Department of Finance
05.2001 - 11.2011
- Supervised staff of six; assisted customers with parking tickets, water, sewer and property tax searches
- Intakes and scans Real Property documents and assisted customers with recording and filing via ACRIS
Education
Business Administrative Courses
Orange County Community College
01.1985
High School Graduate - undefined
Middletown High School
06.1984
Skills
- Microsoft Office Suite
- Email communication
- Document creation
- Healthcare EMR systems
- Telephony systems
Timeline
Patient Access Specialist
White Plains Hospital
06.2023 - Current
Patient Access Associate
White Plains Hospital
05.2021 - 06.2023
Client Communications Representative
Cornell Medical Center
04.2018 - 05.2021
Customer Service Representative
US Family Health Plan-Saint Vincent’s Medical Center
06.2017 - 01.2018
Provider Service Representative
Orthonet Provider Services
10.2015 - 06.2017
Event Team Recruiter
American Cancer Society
05.2013 - 10.2015
Call Center Operator
Adcorp Media Corp
01.2012 - 02.2013
Clerical Associate III
NYC Department of Finance
05.2001 - 11.2011
Business Administrative Courses
Orange County Community College
High School Graduate - undefined
Middletown High School