DYANNA PENA
Houston
Summary
Medical administrative professional with proven success in optimizing operational efficiency and enhancing patient experiences. Skilled in managing high-volume patient interactions, verifying insurance, and overseeing front desk operations. Achievements include improved workflow and increased customer satisfaction in fast-paced healthcare environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
R.H. Tamlyn & Sons, Inc.
02.2024 - Current
- Acted as primary point of contact for customers, contractors, and vendors, delivering exceptional customer service and product support.
- Coordinated incoming and outgoing calls to resolve customer inquiries, verify order details, and enhance customer satisfaction.
- Process and manage high-volume customer orders with accuracy and attention to detail.
- Monitor order status and communicate updates regarding product availability, shipping schedules, and delivery timelines.
- Manage all incoming Mexico orders, ensuring accurate order processing, documentation, and timely fulfillment.
- Prepare and deliver product quotations, pricing information, and order estimates in a timely manner.
- Collaborated with warehouse, sales, purchasing, and logistics teams to resolve order discrepancies and streamline operations.
Teacher
Little Bo Peep – Lawndale
06.2023 - 02.2024
- Taught toddlers foundational skills in color recognition and letter identification, fostering early literacy development.
- Organized daily activities and lesson plans to engage students and support their learning objectives.
- Maintained a safe, clean, and structured environment, ensuring optimal conditions for student learning.
- Ensured safety and cleanliness in the classroom to promote effective learning.
- Demonstrated strong organizational, communication, and multitasking skills.
Team Lead
Galena Park Medical Group
02.2020 - 03.2021
- Promoted from Advanced Diagnostics to Team Lead position within the organization.
- Coordinated daily front desk operations, focusing on efficiency and patient satisfaction.
- Managed patient check-in and check-out processes, ensuring high standards of customer service.
- Trained and supported front office staff, enhancing team capabilities and service quality.
- Verified insurance eligibility and benefits for upcoming patient appointments.
- Answered multi-line phone systems and addressed patient questions and concerns.
- Scheduled appointments and conducted patient follow-up calls.
- Maintained accurate patient records and ensured compliance with office procedures.
Front Desk Representative
Advanced Diagnostics
Houston
01.2019 - 02.2020
- Performed patient registration, insurance verification, referrals, and prior authorizations.
- Scheduled surgical procedures and coordinated patient appointments.
- Served as Lead Trainer for front desk staff across multiple locations.
- Processed patient payments, copays, deductibles, and financial documentation.
- Handled claim status inquiries and maintained timely patient correspondence to enhance communication.
- Supported Practice Manager in streamlining daily administrative and operational processes.
- Houston, TX
Front Desk Administrative Assistant
Incarnation Home Health Services, Inc.
Houston
01.2017 - 12.2019
- Coordinated client intake and facilitated service authorizations to streamline access to care.
- Processed and updated documentation, authorizations, and service changes to ensure compliance and timely service delivery.
- Communicated with clients, physicians, nurses, caseworkers, and healthcare providers.
- Managed incoming calls, faxes, correspondence, and office communications.
- Entered and maintained client information for billing and service management.
- Maintained organized records and ensured accurate documentation to support operational efficiency and client satisfaction.
- Assisted with recruitment, onboarding, and administrative support activities.
- Houston, TX
Education
High School Diploma -
Houston Can Academy
Houston, TX07-2019
Skills
- Call center operations
- Customer relationship management
- Patient registration and scheduling
- Claims processing and prior authorizations
- Data entry and documentation
- Operational support
- Microsoft Office and CRM software
- Electronic visit verification systems
- Data and record management
- Multi-line phone systems
- Communication skills
- Organizational skills
- Attention to detail
- Time management
- Problem solving
- Adaptability in fast-paced environments
- Team collaboration
- Professional telephone etiquette
Languages
English
Professional
Spanish
Professional
Timeline
Customer Service Representative
R.H. Tamlyn & Sons, Inc.
02.2024 - Current
Teacher
Little Bo Peep – Lawndale
06.2023 - 02.2024
Team Lead
Galena Park Medical Group
02.2020 - 03.2021
Front Desk Representative
Advanced Diagnostics
01.2019 - 02.2020
Front Desk Administrative Assistant
Incarnation Home Health Services, Inc.
01.2017 - 12.2019
High School Diploma -
Houston Can Academy