Erica Morales
Rosenberg,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Front End Team Lead
Houston Ear Nose And Throat And Allergy
11.2018 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Completed clerical duties and tasks for clinic administration.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Checked patient insurance, demographic and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
Call Center Customer Service Representative
Advanced Dermatology Center
02.2018 - 11.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 200 calls per shift to meet fast-paced call center demands.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided back up for customer service managers.
Medical Office Manager
Apex Pediatric LLC (Home Health)
01.2014 - 04.2018
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing and accounts receivable.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
Education
High School Diploma -
Stafford High School
Stafford, TX05.2002
Skills
- Effective Working Relationships
- Conflict Management
- Shift Checklists
- Customer Needs Assessments
- Opening and Closing Procedures
- Medical Records Management
- Team Leadership
- Patient Screening
Timeline
Front End Team Lead
Houston Ear Nose And Throat And Allergy
11.2018 - Current
Call Center Customer Service Representative
Advanced Dermatology Center
02.2018 - 11.2018
Medical Office Manager
Apex Pediatric LLC (Home Health)
01.2014 - 04.2018
High School Diploma -
Stafford High School
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