Elizabeth Ulloa
Summary
Compassionate and proactive Patient Outreach Coordinator with extensive experience in conflict resolution and customer relationship management. Committed to supporting patients through effective communication and problem-solving, ensuring high-quality healthcare experiences.
Overview
22
22
years of professional experience
Work History
Patient Outreach Coordinator for Pop Health
Optum
Irvine
02.2021 - 12.2025
- Assisted patients with inquiries regarding healthcare coverage and services.
- Coordinated appointments and scheduled follow-up visits for patients efficiently.
- Educated patients on insurance benefits and claims processes clearly.
- Collaborated with medical staff to streamline patient service delivery processes.
- Provided support during high-volume periods, maintaining quality service standards.
- Conducted outreach to inform patients about new services and health programs available.
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Identifying patients who are overdue for preventative care and screenings.
- Managing chronic conditions.
- Coordinating care for high-risk patients.
- Addressing social determinants of health.
Call Center Representative
Samaritana Medical Clinic
Los Angeles
07.2021 - 09.2021
- Engaged actively with callers, confirming or clarifying information to ensure effective problem resolution.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every patient.
- Maintained accurate patient records in the clinic's database system.
- Handled patient inquiries and scheduled appointments efficiently.
- Offered resolutions to de-escalate calls and solve patient issues.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Authorization Specialist
City of Hope
Irwindale
05.2019 - 12.2020
- Processed patient authorization requests for medical services and procedures.
- Communicated with healthcare providers to gather necessary documentation for approvals.
- Managed electronic health records for accurate tracking of authorization statuses.
- Resolved discrepancies in authorizations by collaborating with insurance representatives.
- Performed data entry into various computer systems including but not limited to EMRs and CRMs.
- Verified insurance authorizations with payers via telephone or web-based systems.
- Ensured timely submission of accurate documentation to support payment of services rendered by providers.
- Explained reasons behind application denials and recommended further action.
- Reviewed insurance policies to determine coverage eligibility and requirements.
Medical Review Specialist
Super Care Health
City of Industry
10.2016 - 05.2019
- Analyzed clinical data to ensure accuracy and completeness of medical records.
- Maintained organized records of reviews for easy retrieval and reference by team members.
- Evaluated provider documentation for accuracy and compliance with coding guidelines.
- Responded promptly and professionally to inquiries from internal and external customers regarding Medical Review activities.
- Developed and maintained tracking systems for medical review activities.
- Verified that all relevant documentation was included prior to submitting files for further review.
- Performed administrative duties such as filing documents, preparing reports, maintaining databases.
- Reviewed medical documentation for compliance with regulations and company standards.
Customer Service Cashier
Burlington
West Covina
11.2018 - 01.2019
- Processed customer transactions efficiently using point-of-sale systems.
- Handled cash, credit, and returns accurately during transactions.
- Trained new staff on cashier procedures and company policies.
- Informed customers of in-store promotions or pricing specials.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Assisted customers with inquiries and provided product information.
- Collaborated with team members to manage inventory levels effectively.
- Process layaways, returns, and exchanges.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
Office Secretary
Tazza Produce
Los Angeles
06.2013 - 10.2016
- Assisted in preparing reports and documentation for internal use.
- Handled customer inquiries and resolved issues efficiently.
- Maintained office supplies inventory and facilitated reordering processes.
- Implemented office procedures to enhance workflow efficiency.
- Managed office duties, ordered materials, organized workspaces, answered emails, and made phone calls.
- Performed basic bookkeeping tasks including accounts payable and receivable functions.
- Answered telephones promptly and directed calls to appropriate personnel.
- Scheduled appointments, meetings, travel arrangements and conference calls.
- Updated contact lists on a regular basis with relevant information about customers and clients.
- Managed incoming mail by sorting it into categories based on urgency or importance; responding to inquiries or forwarding messages appropriately.
- Transcribed documents and maintained high levels of accuracy.
- Organized and maintained filing systems both electronically and manually.
Gas Station Attendant
Tesoro Gas Station
Azusa
05.2012 - 05.2013
- Assisted customers with fuel purchases and store transactions.
- Maintained cleanliness and organization of the sales area and restrooms.
- Operated cash register and processed payments accurately.
- Monitored fuel pumps for operational efficiency and safety compliance.
- Verified age of customers purchasing alcohol or tobacco products with valid ID.
- Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
- Assisted in ordering supplies for store when needed and maintained inventory records.
- Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
- Assisted in training new employees on operating procedures within the store.
- Performed daily inspections on pumps, tanks, hoses and nozzles for proper functioning.
- Reported any discrepancies or irregularities found during shift to manager immediately.
Office Secretary
Martin's Food Distributor
Los Angeles
03.2007 - 04.2012
- Managed office correspondence and maintained organized filing systems.
- Handled customer inquiries and resolved issues efficiently.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Provided product shipment logistical support and quality control by coordinating with vendors, resulting in increased revenue.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
- Assisted with accounts receivable and accounts payable functions.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Maintained organized filing system of paper and electronic documents.
Dispatcher Clerk
U.S Food Service
Los Angeles
02.2012 - 03.2012
- Managed incoming orders and ensured accurate processing in a timely manner.
- Coordinated with drivers to schedule deliveries and optimize routes effectively.
- Communicated with customers to address inquiries and resolve issues promptly.
- Maintained records of shipments and updated tracking information regularly.
- Assisted in inventory management by monitoring stock levels and placing orders.
- Utilized dispatch software to log deliveries and track vehicle performance efficiently.
- Provided support to other departments within the organization as needed.
- Developed relationships with vendors, suppliers, carriers, and other stakeholders involved in the shipping process.
- Prepared documents for shipment such as invoices and packing slips.
- Maintained database records of all shipments dispatched from the warehouse.
- Verified that drivers had proper documentation before allowing them access to vehicles.
Customer Service Cashier
Burlington
West Covina
04.2010 - 06.2011
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with inquiries and provided product information.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Adhered to company policies concerning returns, exchanges, and refunds, including proper documentation completion.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
Crew Team Member
McDonald's
Baldwin Park
06.2004 - 01.2007
- Provided customer service by taking orders and addressing inquiries.
- Operated kitchen equipment to prepare and cook food items.
- Maintained cleanliness by following sanitation and safety procedures.
- Collaborated with team members to ensure efficient workflow during peak hours.
- Assisted in training new crew members on operational standards.
- Managed inventory by restocking supplies and organizing storage areas.
- Handled cash register transactions and processed payments accurately.
- Operated cash register accurately and efficiently.
- Provided excellent customer service at all times.
- Followed orders of senior leadership with exacting accuracy in moment and without question.
- Performed store opening and closing procedures as directed by management team.
- Replenished inventory levels when necessary.
- Fielded hundreds of customer requests on daily basis varying in complexity and volume with urgency and professionalism.
Education
Medical Billing And Coding
North West College
West Covina04-2016
High School Diploma -
North Park High School
Baldwin Park 07-2006
Skills
- Patient advocacy
- Appointment coordination
- Healthcare navigation
- Medical documentation
- Insurance verification
- Customer relationship management
- Problem solving
- Conflict resolution
- Outreach initiatives
- Program performance
Languages
Spanish
Native/ Bilingual
Timeline
Call Center Representative
Samaritana Medical Clinic
07.2021 - 09.2021
Patient Outreach Coordinator for Pop Health
Optum
02.2021 - 12.2025
Authorization Specialist
City of Hope
05.2019 - 12.2020
Customer Service Cashier
Burlington
11.2018 - 01.2019
Medical Review Specialist
Super Care Health
10.2016 - 05.2019
Office Secretary
Tazza Produce
06.2013 - 10.2016
Gas Station Attendant
Tesoro Gas Station
05.2012 - 05.2013
Dispatcher Clerk
U.S Food Service
02.2012 - 03.2012
Customer Service Cashier
Burlington
04.2010 - 06.2011
Office Secretary
Martin's Food Distributor
03.2007 - 04.2012
Crew Team Member
McDonald's
06.2004 - 01.2007
Medical Billing And Coding
North West College
High School Diploma -
North Park High School