Esenari Ocampo
Carrollton,TX
Summary
Front office professional with a background in administrative and customer service roles. Proven ability to handle diverse tasks and improve operational efficiency. Reliable team player known for adaptability and achieving results. Skilled in scheduling, customer interaction, and problem-solving.
Overview
8
8
years of professional experience
Work History
Patient Access Representative
Legent Surgical Health
05.2024 - 11.2025
- Managed patient registration process, ensuring accurate data entry and compliance with healthcare regulations.
- Scanned DL/Insurance Card for patient demographics data entry.
- Coordinated insurance verification with Ins Verification Team and resolved discrepancies to enhance patient access and streamline operations.
- Assisted in scheduling procedures, optimizing appointment availability for both patients and clinical staff.
- Trained new staff on patient access protocols, fostering a collaborative work environment and improving team efficiency.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Assisted with administrative tasks such as filing, data entry, and patient registration paperwork/charts.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Reduced patient anxiety, providing clear explanations of procedures and addressing concerns compassionately.
- Assisted in reducing no-show rates by implementing reliable follow-up and reminder system for appointments.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Responded to inquiries by directing calls to appropriate personnel.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Front Office Manager
Mend
08.2023 - 05.2024
- Oversaw front office operations, ensuring seamless patient experience and staff coordination.
- Managed scheduling and staffing to maintain optimal service levels during peak hours.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved patient complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Implemented pre-arrival preparations such as assigning rooms based on service and specific requirements leading to patient arrival.
- Managed patient inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Maintained a clean and organized work environment, promoting a professional image of the Chiropractic Office to guests.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Bilingual Lead Patient Coordinator
Accident Centers of Texas
10.2022 - 05.2023
- Scheduled new patients for consultation after an automobile accident.
- Followed up with all nine clinic locations regarding new and current patients.
- Coordinated and facilitated meetings with CEO, HR department, Operations for weekly, monthly, and quarterly metrics.
- Coordinated patient transportation through Lyft and company drivers; confirmed transportation with patients before appointments.
- Ran two email accounts to ensure all new patient referrals were scheduled.
- Facilitated meetings with attorneys regarding patient treatment and therapy plans.
- Conducted training for new hires on CRM and EClinicals systems.
- Ensured scheduling team was up to date on spreadsheets and data entry.
- Enhanced patient experience by efficiently scheduling appointments and managing daily calendars for multiple medical professionals.
- Managed patient inquiries and concerns, resolving issues promptly to improve satisfaction rates.
- Coordinated patient appointments through electronic scheduling systems, ensuring optimal resource allocation.
- Worked closely with other departments to resolve complex scheduling conflicts or accommodate special requests from patients or physicians.
- Managed high call volumes while maintaining exceptional accuracy in appointment scheduling.
Bilingual Administrative Assistant & Billing Specialist
Mama Lycha Foods
06.2022 - 10.2022
- Updated data entry on customer accounts, orders, and issues.
- Resolved discrepancies found on customer orders and proactively facilitated the communication between departments for resolution.
- Collaborated and maintained communications with Sales Directors and Management.
- Delivered exceptional customer service through receiving and processing orders accurately and in a timely fashion.
- Translated between management and clients. Emailed invoices to clients and monitored outstanding balances to ensure each account was paid on time.
- Facilitated 50+ client orders regularly and entered in system software for orders.
- Handled cash and credit card payments.
- Approached all encounters with walk-in's in a friendly, efficient and service oriented manner.
- Maintained up-to-date knowledge of product specifications and inventory management.
- Trained new team members on order processing procedures and best practices.
- Documented shipping information for orders and tracked packages when necessary.
- Monitored daily order volumes to ensure timely processing and delivery schedules.
- Completed accurate order entry and data verification.
- Assisted customers with product and service selections.
- Assisted customers by providing tracking information and resolving shipping or merchandise issues.
Bilingual Customer Service Representative
M. Palazola Produce
08.2017 - 10.2021
- Managed all spanish speaking accounts for the company including leading the Spanish Recruiting department to increase produce revenue from local and regional Latino restaurants, supermarkets, and more.
- Performed relationship-building activities including face-to-face meetings with clients to discuss future planning and increased customer retention and revenue exponentially.
- Coordinated meetings with business executives and prospective Latino companies interested in conducting business with Palazola Produce.
- Operated a large local and regional clientele base as the only Bilingual manager of the company while also assisting with all aspects of translating duties including for internal employees such as plant workers and drivers.
- Managed escalated customer issues to resolution, ensuring adherence to company policies and procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Associate of Applied Science - Criminal Justice
Remington College
Memphis, TN07.2019
Skills
- Bilingual (Spanish)
- Leadership
- Management Experience
- Administrative Experience
- Patient care
- Administrative skills
- Data entry
- Customer service expertise
- Exceptional communication
- File organization
Timeline
Patient Access Representative
Legent Surgical Health
05.2024 - 11.2025
Front Office Manager
Mend
08.2023 - 05.2024
Bilingual Lead Patient Coordinator
Accident Centers of Texas
10.2022 - 05.2023
Bilingual Administrative Assistant & Billing Specialist
Mama Lycha Foods
06.2022 - 10.2022
Bilingual Customer Service Representative
M. Palazola Produce
08.2017 - 10.2021
Associate of Applied Science - Criminal Justice
Remington College