Heidis Nunez Urquiza
Homestead
Summary
Dynamic professional with a proven track record at Alorica and extensive experience in healthcare and customer service roles. Expert in Gmed and proficient in prior authorizations, demonstrating exceptional communication skills and a commitment to enhancing patient satisfaction. Excelled in fast-paced environments, significantly improving operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk/Phone Operator/Insurance Verification
Center for Digestive Medicine
Miami
05.2022 - Current
- Received and route messages and documents, such as laboratory results, to appropriate staff
- Utilized excellent customer service skills to ensure patient satisfaction
- Organized and filed patient medical records
- Collected co-payments and co-insurance and issued appropriate receipts during check-in
- Scheduled patient appointments and maintained electronic medical records
- Evaluated daily schedules, accommodating patient flow and minimizing missed appointments
- Managed front desk operations including filing, sorting mail, faxing documents
- Answered telephones and directed calls to appropriate staff
- Ensured all HIPAA regulations were followed when dealing with confidential information
- Observed vital signs such as temperature, pulse rate, respiration rate, blood pressure readings, height and weight measurements accurately and reported any abnormalities to the supervising physician
- Showed patients to examination rooms and prepared for physician
- Skilled in using various software applications and programs including Microsoft Office and Gmed
- Reviewed patient deductibles and copays and entered into billing system
- Utilized exceptional customer service skills to effectively communicate with insurance companies, providers, and patients regarding benefit information.
- Maintained open communication with management regarding any challenges encountered while performing duties.
- Responded promptly to inquiries from customers regarding their benefits coverage status or other questions about their policy provisions
- Processed pre-authorizations for medical services according to established guidelines using diferent portals as: Availity, United, etc.
- Check out activities for 5 to 7 providers simultaneously, giving patients appointments for procedures, explaining instructions, and sending medications to the pharmacy.
- Proficient in medication prior authorizations using portals as: Cover my meds
Call Center Agent
Alorica
Miami
03.2021 - 08.2021
- Identified customer needs by asking probing questions and actively listening to responses.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Maintained updated knowledge through continuing education and advanced training.
Crew Member
McDonald's
Cutler Bay
10.2017 - 08.2020
- Provided customers with top of the line service
- Greeted customers promptly and responded to questions.
- Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
- Contributed to team efforts by accomplishing related results as needed.
Education
Associate degree - nursing science
Universal Career School
Homestead, United States09.2020
Skills
- Excellent Communication Skills
- Punctual
- Customer Service Skills
- Microsoft Office
- Medical Terminology
- First Aid & CPR
- Telephone Etiquette
- Appointment Scheduling
- Records Management
- Proficient in Gmed
- Proficient in prior authorizations
Certification
CPR/BLS Certified
Details - Location
Homestead, United States
Timeline
Front Desk/Phone Operator/Insurance Verification
Center for Digestive Medicine
05.2022 - Current
Call Center Agent
Alorica
03.2021 - 08.2021
Crew Member
McDonald's
10.2017 - 08.2020
Associate degree - nursing science
Universal Career School
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