Esmeralda Trejo
Katy,TX
Summary
Professional Senior Lead Patient Care Coordinator with comprehensive experience in healthcare settings. Skilled in HIPAA compliance and effective time management. Achieved significant reductions in appointment wait times through innovative scheduling processes. Renowned for strong leadership and exceptional customer service, strong focus on team collaboration and achieving results, ensuring smooth operations and high-quality patient outcomes. Skilled in patient communication, insurance verification, problem-solving, and adapting to changing needs. Known for dependability and supporting team success.
Overview
8
8
years of professional experience
Work History
Lead Patient Care Coordinator
WellMed Medical Management - United Health Group
04.2021 - Current
- Coordinated patient care activities to enhance overall service delivery and patient satisfaction.
- Developed and implemented efficient scheduling processes, reducing appointment wait times significantly.
- Trained and mentored new staff on care coordination best practices and patient management systems.
- Collaborated with healthcare providers to streamline communication and improve care continuity for patients.
- Analyzed patient feedback data to identify areas for service improvement and implement corrective actions.
- Managed complex patient cases, ensuring timely follow-ups and adherence to treatment plans.
- Facilitated interdisciplinary team meetings to discuss patient progress and optimize care strategies.
- Managed high call volumes efficiently, triaging calls effectively and directing them to appropriate personnel as needed.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Ensured compliance with HIPAA regulations by training staff on privacy policies and overseeing proper handling of sensitive patient data.
- Optimized insurance claims processing by maintaining accurate and up-to-date patient information in electronic health records.
- Promoted a positive work environment through open lines of communication, regular feedback sessions, and team-building activities.
- Boosted patient satisfaction by addressing concerns promptly and resolving issues in a timely manner.
- Maintained a high level of customer service while managing difficult situations or disputes involving patients or family members.
- Verified patient insurance to ensure patient coverage and thoroughly communicated patient benefits.
Cashier/Sales Associate
James Avery
10.2019 - 10.2022
- Processed customer transactions accurately using point-of-sale systems.
- Maintained knowledge of product offerings to assist customers effectively.
- Ensured cleanliness and organization of checkout area to enhance customer experience.
- Collaborated with team members to streamline checkout operations during peak hours.
- Monitored inventory levels and communicated restocking needs to management.
- Implemented promotional displays to boost sales and attract customer attention.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Addressed customer needs and made product recommendations to increase sales.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
Lead Cashier
Cavenders
03.2018 - 10.2019
- Supervised daily cash handling operations, ensuring accuracy and compliance with company policies.
- Trained and mentored new cashiers on customer service standards and register procedures.
- Streamlined checkout processes to enhance efficiency and reduce customer wait times.
- Resolved customer inquiries and complaints promptly, fostering positive shopping experiences.
- Managed cash drawer audits, identifying discrepancies and implementing corrective measures.
- Collaborated with management to develop promotional strategies that increased upselling opportunities at the register.
- Monitored inventory levels of cash handling supplies, ensuring availability for smooth operations.
- Implemented best practices for loss prevention, contributing to overall financial integrity of the store.
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Coordinated breaks for fellow cashiers to ensure continuous coverage at all times while minimizing downtime.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Managed high volume sales periods effectively, ensuring prompt service during peak hours.
- Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
- Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
Education
High School Diploma -
Langham Creek High School
Houston, TX 05-2017
Skills
- HIPAA compliance
- Effective time management
- Insurance verification
- Scheduling coordination
- Eclinical Works EMR system
- Microsoft Office (Word, Excel, Powerpoint)
- Typewriting
- Strong leadership
- Customer service
- Verbal and written communication
- Multitasking
- Patient records management
- Payment collection
- Filing and recordkeeping
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Lead Patient Care Coordinator
WellMed Medical Management - United Health Group
04.2021 - Current
Cashier/Sales Associate
James Avery
10.2019 - 10.2022
Lead Cashier
Cavenders
03.2018 - 10.2019
High School Diploma -
Langham Creek High School