JESSICA DIAZ
Rochester
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
10.2024 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Medical Spa Coordinator
Q Med Spa
01.2023 - 09.2024
- Developed and implemented efficient processes for scheduling appointments and managing patient information.
- Performed administrative tasks such as answering telephones, filing paperwork, booking appointments and processing payments.
- Advised customers on available treatments that best meet their individual needs.
Massage Therapist
Samarra Massage
08.2021 - 01.2023
- Massaged and kneaded muscles and soft tissues of body to provide treatment for medical conditions or injuries.
- Utilized various massage modalities and techniques to alleviate clients' chronic pain.
- Educated clients on massage benefits, proper body mechanics and self-care.
- Recorded detailed prognosis, treatment and responses in client charts.
Medical Records Technician
Elizabeth Wende Breast Care
04.2018 - 07.2021
- Maintained confidentiality of all patient information in accordance with HIPAA requirements.
- Provided training sessions to staff members on proper procedures related to medical record maintenance.
- Retrieved records upon request from physicians, insurance companies, attorneys.
- Scanned paper documents into the Electronic Medical Records system according to established protocols.
Senior Patient Access Associate
Rochester General Hospital
03.2012 - 04.2018
- Verified insurance coverage for services provided including authorization requirements prior to rendering care.
- Demonstrated proficiency in medical terminology, transcription and scheduling of patient appointments.
- Trained new staff members on office policies and procedures.
- Provided administrative support for physicians including managing emails, answering phone calls and responding to inquiries.
Education
Certificate -
Onondaga School of Therapeutic Massage
Rochester, NY06.2021
High School Diploma - undefined
Benjamin Franklin High School
Rochester, NY08.2008
Skills
- Advertising Techniques
- Information Updates
- Supply Monitoring
- Bank Deposits
- Spa Advertising
- Massage Therapy
- Spanish Interpreting
- Scheduling
- Account updating
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
Licensed Massage Therapist
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Maximus
10.2024 - Current
Medical Spa Coordinator
Q Med Spa
01.2023 - 09.2024
Massage Therapist
Samarra Massage
08.2021 - 01.2023
Medical Records Technician
Elizabeth Wende Breast Care
04.2018 - 07.2021
Senior Patient Access Associate
Rochester General Hospital
03.2012 - 04.2018
High School Diploma - undefined
Benjamin Franklin High School
Certificate -
Onondaga School of Therapeutic Massage