Elizabeth Cota-Valencia
Palmdale,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Medical Call Center Representative
Santa Clarita Ears Nose and Throat
01.2024 - 07.2024
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Coordinated care among multiple departments, facilitating seamless patient experiences across various specialties within the practice.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
- Navigated various healthcare databases to obtain necessary information for assisting patients with medical inquiries or appointment requests.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
Medical Assistant Intern
Choudhary Cardiology
10.2023 - 01.2024
- Obtained active insurance information, copayments, and coinsurance; handled eligibility checks, benefits inquiries, and prior authorizations. Navigated accurately across multiple EMR programs like Tebra, E-ClinicalWorks, Quanum.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
Production Clerk
BOCCHI LABS.
01.2020 - 11.2022
- Met personal/team sales targets and call handling quotas
- Provided accurate, valid and complete information by using the proper methods/tools
- Handled complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution
- Kept records of customer interactions, processed customer accounts and filed documents
- Reviewed or made changes to customer accounts
- Researched answers or solutions as needed.
Assistant Manager
DD's Discount
09.2015 - 03.2018
- Recommended, selected, and helped locate or obtain merchandise to customers
- Placed special orders to call other stores to find desired items
- Responded to service inquiries and coordinated resolutions with management and floor associates
- Operated cash register, scanners and computers to itemize and total customer purchases; collected payments and made changes for cash transactions; balanced drawer at the end of each shift.
Education
Associate of Science - Respiratory Therapy
Antelope Valley College
Lancaster, CA04.2026
Medical Assistant Certification -
San Joaquin Valley College
Lancaster, CA05.2023
High School Diploma -
Alliance Technology of Math and Science
Los Angeles, CA06.2013
Skills
- Able to accurately obtain a set of vital signs
- Clerical: Word, Excel and PowerPoint, Computerized Medical Billing, Medical Transcription, Medical Terminology, Insurance Forms, Coding and Scheduling
- Works well independently and as a team player
- Understand HIPAA privacy and security rules
- Proven able to read and perform vital signs
- Display effective professional communication (written and verbal) skills when interacting with (including but not limited to) supervisors, peers, vendors, clients and patients, while observing and respecting cultural diversity in the workplace
- Phone Triage
- Pharmacology, Medication Administration and Diagnostic Imaging
- Understand Eyes, Ears, Nose, Throat and Nervous System
- Assist with minor office procedures under supervision of physician or physician assistant
- Healthcare Industry Knowledge
- Patient confidentiality
- Call center experience
- Electronic Medical Records
- Insurance Verification
- Appointment Scheduling
- Data Analysis
- Data Verification
- Customer Service
- Call Center Customer Service
Certification
- CPR, Lancaster, CA, 08/2023
- HIPPA, Lancaster, CA, 06/2023
Timeline
Medical Call Center Representative
Santa Clarita Ears Nose and Throat
01.2024 - 07.2024
Medical Assistant Intern
Choudhary Cardiology
10.2023 - 01.2024
Production Clerk
BOCCHI LABS.
01.2020 - 11.2022
Assistant Manager
DD's Discount
09.2015 - 03.2018
Associate of Science - Respiratory Therapy
Antelope Valley College
Medical Assistant Certification -
San Joaquin Valley College
High School Diploma -
Alliance Technology of Math and Science
- CPR, Lancaster, CA, 08/2023
- HIPPA, Lancaster, CA, 06/2023
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