Janice A. Gómez Laboy
San Lorenzo
Summary
Medical Support Assistant with experience coordinating patient care, managing complex clinical scheduling, and communicating with Veterans, providers, nursing staff, and interdisciplinary care teams. Skilled in appointment scheduling and rescheduling, consult and order follow-up, electronic health record documentation, patient access procedures, medical terminology, and resolving scheduling barriers. Organized and dependable professional able to prioritize multiple assignments independently while maintaining accuracy, confidentiality, and excellent customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Medical Support Assistant
VHA Caribbean Healthcare System
San Juan, PR
01.2024 - Current
- Coordinated patient appointments, ensuring optimal scheduling and minimal wait times.
- Managed electronic health records to maintain accurate patient information and streamline access.
- Performs data entry, updates and verifies demographic information, no-show information.
- Initiates and carries out a variety of administrative duties in support of patient care.
- Responsible for checking patients in upon arrival.
- Coordinates with team members to assure that patients are seen at their scheduled time within the clinic setting.
Patient Care Coordinator
Optum Puerto Rico
San Juan, PR
12.2022 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Communicated with insurance companies to verify coverage and obtain authorizations for pharmacy claims.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Communicate with providers office, pharmacists, manufacturer and a wide range of medical clinicians to ensure patient has specialty medication on time.
- Manage patient pharmacy benefits and ensure patient has fully understanding of benefits.
- Resolved customer complaints using established follow-up procedures.
- Offered simple, clear explanations to help clients and families understand policies and procedures.
Medicare Sales Agent
Triple S Classicare
San Juan, Puerto Rico
03.2022 - 12.2022
- Ensure that our affiliates have the better product for their needs
- Keep in touch with my clients making sure they have everything they need.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Generated leads through cold-calling, networking and other outreach methods.
- Monitored customer feedback and identified areas of improvement.
Insurance Customer Service Representative
MCS Classicare
Fajardo, PR
08.2021 - 03.2022
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assisted customers with completing insurance documents to avoid missed information.
- Responded to customer requests for products, services, and company information.
- Advised customers on required information for claim submissions to progress applications.
- Set up customer payment plans to cover annual policies and renewals.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
No Degree - Humanities
University Of Puerto Rico At Cayey
CAYEY, PRSkills
- Process Improvement
- Insurance Practices
- Time Management
- Prescriptions Management
- Healthcare Operations
- Verbal and Written Communication
- Customer Service
- Medical Services Administration
- Patient Records Management
- Multitasking Abilities
- Healthcare System Navigation
- Patient Care and Monitoring
Certification
- Florida Resident Health and Life (Including Annuities and Variable Contracts) - 11/2022
Languages
English
Proficient
C2
Spanish
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Medical Support Assistant
VHA Caribbean Healthcare System
01.2024 - Current
Patient Care Coordinator
Optum Puerto Rico
12.2022 - Current
Medicare Sales Agent
Triple S Classicare
03.2022 - 12.2022
Insurance Customer Service Representative
MCS Classicare
08.2021 - 03.2022
No Degree - Humanities
University Of Puerto Rico At Cayey