Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ivana Lopez

Hercules,CA

Summary

Seeking a challenging role where I can use my 10+ years of experience providing fast, accurate and empathetic support to a wide range of customers and patients . Motivated to succeed in fast-paced and deadline-driven professional environment. Organized and dependable, successful at managing multiple priorities with a positive attitude.

Overview

16
16
years of professional experience

Work History

Claims Specialist

Cala Health
01.2022 - 08.2023
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Escalated files with significant indemnity exposure to supervisor for further investigation.
  • Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
  • Checked documentation for accuracy and validity on updated systems.
  • Managed over 50 patient calls a day
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Posted payments to accounts and maintained records.
  • Calculated adjustments, premiums and refunds.
  • Modified, updated and processed existing policies.

Customer Success Associate Business Specialist

Cala Health
01.2021 - 01.2022
  • Creation and management of RMA's including cancellations and exchanges
  • Answered calls in a phone queue with patients on unresolved issues with billing and insurance claims
  • Order entry and management in Salesforce and Brightree systems
  • Worked well in a team setting, providing support and guidance.
  • Processed patient orders in line with established policies and procedures under Durable Medical Equipment guidelines
  • Generated invoices and shipping labels to properly bill and ship patient orders.
  • Answered patient email inquiries in an efficient and timely manner

Customer Sales Support Representative II

Bio-Rad Laboratories, Inc
04.2015 - 12.2020
  • Managed customer accounts, responding to inquiries and resolving customer service issues via phone and email.
  • Assisted customers with inventory and shipping questions.
  • Helped cultivate and maintain business relationships by professionally handling sales representative and customer needs.
  • Coordinated responses and resources to handle special requests for order fulfillments.
  • Worked Salesforce opportunities through closing
  • Placed customer orders and responded to 40+order inquiries daily including standing, sample and internal for both Life Science and Clinical Diagnostics Divisions

Residency Clerk

Contra Costa Regional Medical Center
10.2014 - 03.2015
  • Provided quality clerical support through data entry, document management and email correspondence.
  • Maintained filing system and organized documents for easy retrieval of information.
  • Updated and maintained spreadsheets in Excel with Resident information.
  • Scheduled resident clinics and learning activities in AMION/EPIC systems
  • Coordinated interview season activities.
  • Maintained and managed Residency/Staff Calendars(in Google)

Client Support Team Lead

John Muir Health
05.2008 - 11.2013
  • Trained and managed team of 5 during evening shifts for Client Services Department
  • Liaison between medical professionals, patients and laboratory personnel
  • Managed and released highly confidential PHI in accordance with HIPPA guidelines
  • Researched test information in multiple LIS systems and responded to client test inquires
  • Processed routine and STAT test orders for skilled nursing facilities
  • Communicated abnormal test results to medical professionals

Patient Access Registrar

OptumHealth
Greenbrae, CA
11.2023 - Current
  • Improved patient satisfaction by efficiently registering patients and verifying insurance information.
  • Streamlined the registration process for increased efficiency and reduced wait times.
  • Maintained accurate patient records with diligent data entry and attention to detail.
  • Enhanced communication between medical staff and patients, providing clear explanations of procedures and policies.
  • Increased patient trust by maintaining strict confidentiality of personal health information as per HIPAA guidelines.
  • Contributed to a positive work environment by consistently providing exceptional customer service to both patients and colleagues.
  • Ensured compliance with hospital protocols by staying current on industry regulations and attending regular training sessions.
  • Served as a liaison between patients, physicians, and insurance companies to resolve any issues or concerns promptly.

Education

Associate of Applied Science - Phlebotomy

Kaiser School of Allied Health
Richmond, CA
05.2007

Graphic Design

Lane Community College
Eugene, OR
01.

Skills

  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with strong sense of personal responsibility
  • Proven ability to learn quickly and adapt to new situations
  • Knowledge of several order entry systems and ERPs including Brightree, Salesforce, SAP and Netsuite
  • Proficient in Microsoft office and Google Workspace
  • Excellent written and communication skills
  • Knowledge of medical terminology including reading chart notes for insurance purposes
  • Strong Understanding of HIPAA privacy laws

Languages

Spanish
Native or Bilingual

Timeline

Patient Access Registrar

OptumHealth
11.2023 - Current

Claims Specialist

Cala Health
01.2022 - 08.2023

Customer Success Associate Business Specialist

Cala Health
01.2021 - 01.2022

Customer Sales Support Representative II

Bio-Rad Laboratories, Inc
04.2015 - 12.2020

Residency Clerk

Contra Costa Regional Medical Center
10.2014 - 03.2015

Client Support Team Lead

John Muir Health
05.2008 - 11.2013

Associate of Applied Science - Phlebotomy

Kaiser School of Allied Health

Graphic Design

Lane Community College

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Ivana Lopez