Estela Villanueva
Customer Service Scheduler
Norton Shores,MI
Summary
Productive and results-oriented data entry professional capable of thriving in challenging environments. Superb organizational skills allow for the quick and efficient processing and inputting of data. Ready to employ skills in a professional, achievement-centered environment.
Overview
2026
2026
years of professional experience
Work History
Patient Access - Ct Lung Screening Scheduler
Trinity Health
01.2024 - Current
- Acknowledged customer issues and resolved their problems quickly and efficiently.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
- Evaluated the customers' needs and provided service options to meet their requirements.
- Facilitated the implementation of Patient Preps and information per exam by communicating objectives across to client for correct procedural testing.
- Fulfilled administrative duties, including: completing and filing paperwork, directing a multi-line phone and setting appointments.
- Greeted customers via call center and offered them assistance where possible.
- Employed knowledge of Coding to make appropriate diagnosis given for ABN for Medicare required services to be coverable for recommendations for patient testing.
- Use of time management to maintain quality and quantity of the necessary standard to remain home in a remote position.
- Work out of a patient work flow queue to assist in turn around time for scheduling for patients and offices
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Reduced denials with thorough pre-authorization and eligibility verification procedures.
- Ensured compliance with all relevant sporting bodies'' rules, regulations, policies regarding player eligibility and anti-doping measures.
- Enhanced client satisfaction by providing thorough eligibility screenings and assessments.
Central Scheduler
Trinity Health
08.2005 - 01.2024
- Evaluated the customers' needs and provided service options to meet their requirements.
- Facilitated the implementation of Patient Process by communicating objectives across client, teams, and departments, assigning multi-phase activities to appropriate personnel and coordinating time lines to ensure successful launch.
- Greeted customers and offered them assistance where possible.
- Effectively communicated with other employees and upper management to ensure complete care of customers.
- Acted as a liaison between management and staff regarding scheduling issues, effectively resolving concerns and maintaining positive relationships.
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
- Collaborated with team members to ensure seamless communication regarding schedule changes, updates, and special requests.
- Managed high-volume scheduling demands by prioritizing tasks according to urgency and resource availability.
- Adapted quickly to unexpected changes in staffing or workload levels, ensuring minimal disruption to daily operations.
Patient Care Coordinator
Mercy Health Hospital
- Protected patient information by consistently following HIPAA regulations.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Delivered excellent patient experiences and direct care.
- Resolved patient concerns and complaints with empathy and professionalism, restoring trust in healthcare services.
- Streamlined patient admission processes, reducing wait times and improving overall efficiency.
Education
Medical Administration Certificate - Medical Administration
Ross Medical Education Center
Norton Shores, MI08.2001
High School Diploma - undefined
Hart High School
Hart, MI06.1989
Skills
Computer skills
Attention to detail
Data entry
Strong work ethic
Critical thinking
Customer service
Teamwork and collaboration
Schedule coordination
Schedule management
Telephone etiquette
Medical terminology
Patient scheduling
Insurance verification
Patient registration
Excellent communication
Administrative support
Teamwork
Multitasking
Reliability
Effective multitasking
Timeline
Patient Access - Ct Lung Screening Scheduler
Trinity Health
01.2024 - Current
Central Scheduler
Trinity Health
08.2005 - 01.2024
High School Diploma - undefined
Hart High School
Medical Administration Certificate - Medical Administration
Ross Medical Education Center
Patient Care Coordinator
Mercy Health Hospital