Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Hegna Gutierrez Castaneda

Whittier,CA

Summary

Dynamic and detail-oriented Medical Receptionist with extensive experience at AGMG Endoscopy and PIH Health, excelling in customer service, cash handling, insurance verification and data entry. Proven ability to enhance patient satisfaction and streamline appointment scheduling, while maintaining HIPAA compliance. Bilingual in English and Spanish, adept at managing multi-line phone systems and fostering a collaborative team environment.

Personable and energetic Receptionist committed to delivering excellence in all facets of customer service and administrative support. Offers honed competencies in data-entry, database management and scheduling. Motivated Front Desk Receptionist offering valuable contributions in all facets of administrative activities derived from diverse 8-year background. Recognized for exemplary time management, organization, prioritization and work ethic. Friendly Front Desk Receptionist with 10 years of experience carrying out clerical and customer service tasks. Detailed and precise when entering 10 years data and assisting colleagues. Skilled at supporting customers with simple and complex needs with professionalism. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

7
7
years of professional experience

Work History

Front Desk Receptionist

AGMG Endoscopy
03.2025 - Current
  • Checked patient insurance, demographic, and health history to keep information current.
  • Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
  • Managed a high volume 30-40 of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Increased accuracy in data entry tasks by regularly updating patient demographics and insurance information.
  • Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
  • Improved office efficiency by organizing and maintaining accurate patient files and records.
  • Helped patients complete necessary medical forms and documentation.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Completed clerical duties and tasks for clinic administration.
  • Prepared and processed patient referrals and transfer requests.
  • Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Medical Front Office Receptionist

PIH Health- FAMILY PRACTICE
04.2022 - 03.2025
  • Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Familiar with software Phressia, and EHR
  • Reduced patient wait times with proficient multitasking, handling phone calls, and managing walk-in patients simultaneously.
  • Contributed to a positive work environment through effective teamwork and collaboration with colleagues in both front office and clinical roles.
  • Demonstrated adaptability by quickly learning new software programs and adapting to changes in office policies or procedures as needed.
  • Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company.
  • Demonstrated strong attention to detail when updating patient demographics, ensuring accurate information for proper billing and treatment purposes.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Expedited check-in process for patients by efficiently collecting necessary paperwork and verifying insurance coverage upon arrival.

Front Desk Medical Receptionist

PIH Health-URGENT CARE WHITTIER
07.2021 - 03.2025
  • Provided vital support during peak hours by efficiently handling walk-ins, check-ins, and appointment scheduling duties.
  • Facilitated smooth office operations by managing multi-line phone systems and directing calls to appropriate staff members.
  • Maintained a well-stocked reception area, creating a welcoming atmosphere for patients upon arrival.
  • Reduced errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Answered telephone calls 35 to offer office information, answer questions, and direct calls to staff.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Checked patient insurance, demographic, and health history to keep information current.

Medical Receptionist

PIH Health- HEMATOLOGY/ONCOLOGY
07.2022 - 04.2023
  • Managed approximately 40 high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice's services.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.

Caregiver

MDH Network
01.2022 - 07.2022
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
  • Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Provided safe mobility support to help patients move around personal and public spaces.
  • Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.

Office Clerk

The Law Offices of Omar Gastelum and Associates
09.2019 - 09.2021
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Maintained organized files and stocked supplies to support team needs and maximize performance.
  • Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
  • Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
  • Upheld strict confidentiality standards when handling sensitive client or company information in both digital formats or hard-copy documents.
  • Reduced errors in data entry tasks by implementing a thorough proofreading system before submission.
  • Streamlined document preparation by effectively utilizing software tools such as Microsoft Office Suite for drafting reports, presentations, and spreadsheets.
  • Handled incoming business and client requests for information.
  • Supported office operations by troubleshooting technical issues with computers, printers, and other equipment as needed.
  • Input data into spreadsheets and databases.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Edited and proofread documents for accuracy and completeness.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Utilized office management software to record and track customer information.

HR/ Cashier

Target
04.2018 - 04.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Explained human resources policies, procedures, laws, standards, and regulations to each employee.
  • Served as a point of contact for employees seeking information or assistance related to Human Resources matters.
  • Supported human resources functions by maintaining employee records, coordinating interviews, and onboarding new hires.

Education

High School Diploma -

Nogales High School
La Puente, CA

Criminal Justice

Nogales High School
La Puente, CA
01-2000

Skills

  • Customer service
  • Attention to detail
  • Time management
  • Listening skills
  • Cash handling
  • Telephone etiquette
  • Data entry
  • Problem-solving skills
  • Scheduling
  • Office organization
  • Hospitality services
  • Front office management
  • Filing
  • Work prioritization
  • Sensitive information handling
  • Skilled in and proficient in: EHr, Phressia, and Gmed
  • Multi-line telephone systems
  • Clerical support
  • Word/ Excel processing
  • Verbal and written communication
  • Administrative skills
  • Scheduling appointments
  • Record keeping
  • Experience in verification of health insurances plans
  • Fast leaner
  • Always willing to learn new things
  • Fluent in English and Spanish
  • Administrative support
  • Issue handling
  • Complex Problem-solving
  • Fluent in English and Spanish
  • Customer assistance and interaction

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Front Desk Receptionist

AGMG Endoscopy
03.2025 - Current

Medical Receptionist

PIH Health- HEMATOLOGY/ONCOLOGY
07.2022 - 04.2023

Medical Front Office Receptionist

PIH Health- FAMILY PRACTICE
04.2022 - 03.2025

Caregiver

MDH Network
01.2022 - 07.2022

Front Desk Medical Receptionist

PIH Health-URGENT CARE WHITTIER
07.2021 - 03.2025

Office Clerk

The Law Offices of Omar Gastelum and Associates
09.2019 - 09.2021

HR/ Cashier

Target
04.2018 - 04.2019

High School Diploma -

Nogales High School

Criminal Justice

Nogales High School

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