JACQUELYN MARTINEZ-PINEIRA
Experienced with enhancing patient experiences through effective communication and service delivery. Utilizes conflict resolution techniques to address patient concerns promptly. Track record of building empathetic and supportive patient relationships.
Work History
Patient Experience Specialist 1
2 Years 3 Months- Serve as the primary point of contact for patients, family members, and employees by responding to incoming calls regarding questions, concerns, and service-related issues.
- Receive, document, and process patient complaints and grievances, routing cases to the appropriate department leadership for review and resolution.
- Enter patient compliments into the RL6 reporting system and forward recognition to the appropriate leadership teams.
- Maintain accurate documentation while ensuring HIPAA compliance.
- Collaborate with multidisciplinary teams to improve the overall patient experience.
Clinical Operations Representative
3 Years 1 Month- Assist with Pediatrics department needs such as reviewing patient demographic information, insurance information, authorization and referral requests.
- Answer telephone calls for the department, triage incoming calls and direct the calls to the appropriate person in the clinic, answer questions, assist with patient parent inquiries and document messages.
- Greets visitors and handle their inquiries and direct patient and parent to the appropriate person in the clinic.
Patient Access Representative
2 Years 8 Months- Served as a patient liaison I provided the first impression to the clinic by performing in all onsite patient registration, which consist of collections, estimates, preparing patient's registration which includes sending information to CIV for insurance verification.
- I also answered phone calls to assist with with parent's scheduling appointments and any other inquiries.
- While working in the Validation department I assisted with contacting patients and made sure patients were pre-registered for appointment.
- Assisted with any inquiries regarding Telehealth appointments, assisted with MyUHealth Chart activation and E-Check in for appointment.
Front Desk Ambassador
1 Year 1 Month- My main focus is on customer satisfaction.
- Responsible for checking in and out guests, making sure guests were welcomed to the property.
- Elevate guest experience with offering upgrades and amenities.
- Handled cash work and made accounting adjustments and allowances.
Education
BACHELOR OF SCIENCE - HOSPITALITY MANAGEMENT AND A MINOR IN
DISNEY COLLEGE PROGRAM INTERNSHIP , 04/2016-08/2016
ASSOCIATE - ARTS
Skills
Accomplishments
University of Miami School Of Medicine - 07/2023
Recognized by Manager for championing the DIRECCT value of Teamwork.
When asked how you exemplify Teamwork , Kimberly said : "Jacquelyn demonstrated her commitment to the pediatric clinic, by taking on the lead role when the clinic was short staffed yesterday. Thank you, Jackie, for helping us in providing optimal care to our patients and their families."
Languages
Timeline
Patient Experience Specialist 1
Clinical Operations Representative
Patient Access Representative
Front Desk Ambassador
MIAMI DADE COLLEGE
FLORIDA INTERNATIONAL UNIVERSITY
Interests
LEADERSHIP/VOLUNTEER WORK
Was apart of UHealth UMMG Ambulatory Multispecialty Interdepartmental Council
Miami Dade College InterAmerican Campus – Student Government Treasurer
Adrienne Arsht Center - Usher
Miami International Film Festival –Usher
Collected toiletries for Miami Bridge Teens Organization
South Beach Wine and Food Festival Volunteer
Feed My Starving Children Organization Volunteer