Esperanza Lopez
Temple,TX
Summary
Dynamic Provider Advocate with a proven track record at Baylor Scott & White Health Plan, excelling in patient representation and building trust through exceptional interpersonal skills. Adept at managing complex caseloads and fostering collaboration, I prioritize effective communication and attention to detail to enhance patient satisfaction and streamline processes. Fluent in Spanish.
Overview
17
17
years of professional experience
Work History
Provider Advocate 1
Baylor Scott & White Health Plan
07.2024 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Patient Service Specialist 2
Baylor Scott & White Health Physical Therapy
04.2018 - 07.2024
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Recommended service improvements to minimize recurring patient issues and complaints.
Patient Service Specialist 2
Baylor Scott & White Health Nephrology
09.2008 - 04.2018
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Trained new staff on filing, phone etiquette and other office duties.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
Education
High School Diploma -
Temple High School
Temple05-1997
Skills
- Document review
- Patient representation
- Active listening
- Collaboration and teamwork
- Interpersonal skills
- Team collaboration
- Attention to detail
- Building trust and relationships
- Time management
- Effective multitasking
- Establishing effective relationships
- Exceptional telephone etiquette
- Spanish fluency
Timeline
Provider Advocate 1
Baylor Scott & White Health Plan
07.2024 - Current
Patient Service Specialist 2
Baylor Scott & White Health Physical Therapy
04.2018 - 07.2024
Patient Service Specialist 2
Baylor Scott & White Health Nephrology
09.2008 - 04.2018
High School Diploma -
Temple High School
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