Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Ezzard C. Wardlaw Acevedo

MINNEAPOLIS,MN

Summary

Enthusiastic training professional successful at developing training plans and supplementary materials to help new employees excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.

Professional patient service coordinator with extensive experience in patient management and administrative support. Known for strong communication skills, team collaboration, and adaptability to changing needs. Expertise includes patient scheduling, EPIC system, copay collection and insurance verification. Reliable and focused on achieving optimal outcomes for patients and healthcare teams.

Overview

15
15
years of professional experience

Work History

Trainer and Quality Assurance

PROCareHR
04.2024 - Current
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Developed customized training materials for employees, ensuring relevance to the target audience.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.

Employee Resource Team Specialist

PROCareHR
08.2021 - 04.2024
  • Assisted our clients employee with UKG System Navigation.
  • Facilitated cross-functional collaboration between departments to achieve optimal results on joint projects.
  • Implemented best practices from industry leaders to improve overall performance levels within the organization.
  • 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.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.

Radiology Patient Coordinator

Hennepin County Medical Center
09.2016 - 08.2021
  • Managed incoming calls from patients, directing them appropriately while maintaining confidentiality at all times.
  • Reduced wait times by effectively coordinating with medical staff on patient schedules and room availability.
  • Worked with patients to schedule tests and procedures.
  • Explained upcoming treatment preparation, instructions, and other facts to patients.
  • Ensured accuracy of insurance information for each patient visit, verifying coverage details ahead of time for smooth processing at appointment time.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Greeted and assisted patients with check-in procedures.
  • Verified patient insurance eligibility and entered patient information into system.

Bilingual Patient Coordinator

Whittier Clinic - HCMC
09.2011 - 09.2016
  • Increased efficiency of the front office operations through effective multitasking, attention to detail, and organization skills.
  • Provided excellent customer service to all patients, addressing concerns and answering questions promptly and professionally.
  • Handled sensitive situations with empathy when dealing with distressed patients or those facing serious health challenges.
  • Maintained up-to-date knowledge on insurance policies, medical terminology, and clinic protocols in order to provide accurate information and assistance to patients.
  • Coordinated referrals to specialists as needed, following up with patients to confirm appointments and provide necessary information.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Maintained accurate electronic health records for improved patient care and compliance with privacy regulations.
  • Assisted in the training of new Patient Coordinators, sharing best practices and ensuring consistent quality of service across the team.
  • Verified patient insurance eligibility and entered patient information into system.

Bilingual Receptionist

Equal Employment Opportunity Commission
07.2010 - 05.2011
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Education

Certification -

Electronic Data Processing College
Hato Rey, Puerto Rico
05-1999

German Rieckehoff High School
Vieques, Puerto Rico
06-1995

Skills

  • New hire training
  • Creative problem solving
  • Materials preparation
  • Payment collection
  • Bilingual English and Spanish fluency
  • Scheduling
  • Quality assurance
  • Administrative support
  • Patient registration
  • Appointment scheduling
  • Attention to detail

Accomplishments

  • Supervised team of 12 staff members.
  • Traveled 3 states assisting the new client with the Onboarding process.


Languages

Spanish
English

Timeline

Trainer and Quality Assurance

PROCareHR
04.2024 - Current

Employee Resource Team Specialist

PROCareHR
08.2021 - 04.2024

Radiology Patient Coordinator

Hennepin County Medical Center
09.2016 - 08.2021

Bilingual Patient Coordinator

Whittier Clinic - HCMC
09.2011 - 09.2016

Bilingual Receptionist

Equal Employment Opportunity Commission
07.2010 - 05.2011

Certification -

Electronic Data Processing College

German Rieckehoff High School

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