Summary
Overview
Work History
Education
Skills
Assignment Details and Helpful Websites
Dialysis Registered
Languages
Interests
Timeline
Generic

Judy Ceballos

Layton,Utah

Summary

Patient relations professional with demonstrated history of successfully managing patient interactions and resolving concerns. Known for fostering collaborative team environment and prioritizing patient satisfaction. Reliable and adaptable, effectively addressing changing needs and ensuring smooth operations. Proficient in conflict resolution and communication, valued for empathy and problem-solving abilities.

Capable Rehabilitation Aide with solid history in patient relations, ensuring seamless communication between patients and healthcare providers. Proven track record of resolving patient concerns and enhancing overall patient experience. Demonstrated ability to employ empathy and active listening to address patient needs and improve satisfaction.

Overview

9
9
years of professional experience

Work History

Patient Relations Specialist

University of Utah Health Care
08.2022 - Current
  • Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
  • Educated patients on available resources, empowering them to make informed decisions about their care options.
  • Participated in ongoing training sessions related to customer service best practices within the healthcare industry.
  • Analyzed feedback from patient surveys to identify areas for improvement within the Patient Relations department.
  • Developed strong rapport with patients, fostering trust and open communication lines.
  • Maintained confidentiality of sensitive patient information in compliance with HIPAA regulations.
  • Coordinated appointments, referrals, and insurance authorizations for seamless transitions between services.
  • Managed difficult conversations with upset or dissatisfied patients, demonstrating professionalism while working towards an amicable resolution.
  • Facilitated the resolution of billing issues by collaborating with financial departments and advocating on behalf of patients when necessary.
  • Contributed to a positive work environment by maintaining a professional attitude and offering assistance where needed.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Greeted and assisted patients with check-in procedures.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Helped address client complaints through timely corrective actions and appropriate referrals.

Customer Service Representative

Wayfair
02.2022 - 07.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Patient Relations Specialist

University of Utah Health Care
09.2019 - 02.2020
  • Served as a liaison between patients, families, and medical staff to ensure clear communication regarding treatment plans and expectations.
  • Provided exceptional customer service through active listening and empathetic support during challenging situations.
  • Conducted regular follow-up calls to monitor patient progress and address any lingering concerns or questions.
  • Organized informative events for patients to promote awareness about specific health topics or hospital programsservices.
  • Assisted in the development of departmental policies and procedures to enhance the patient experience.
  • Implemented measures to minimize patient complaints, improving overall satisfaction scores.
  • Improved interdepartmental communication by implementing standardized protocols for sharing vital patient information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Analyzed feedback from patient surveys to identify areas for improvement within the Patient Relations department.
  • Developed strong rapport with patients, fostering trust and open communication lines.
  • Maintained confidentiality of sensitive patient information in compliance with HIPAA regulations.
  • Facilitated the resolution of billing issues by collaborating with financial departments and advocating on behalf of patients when necessary.
  • Contributed to a positive work environment by maintaining a professional attitude and offering assistance where needed.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Greeted and assisted patients with check-in procedures.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Helped address client complaints through timely corrective actions and appropriate referrals.

Human Resources Benefits Coordinator

Peppermill Casino Inc.
07.2018 - 06.2019
  • Improved staff morale by implementing grade, salary and benefit programs in accordance with established standards.
  • Managed relationships with insurance carriers and vendors, ensuring quality service delivery to employees.
  • Streamlined benefits administration processes, resulting in increased efficiency and accuracy in recordkeeping.
  • Conducted benefits presentations for new hires, individuals and groups of employees.
  • Maintained up-to-date knowledge of best practices in benefits administration, continually seeking opportunities for improvement.
  • Resolved complex employee issues regarding benefit coverage disputes or claim processing delays by working collaboratively with insurers.
  • Ensured compliance with federal, state, and local regulations by staying current on changing legislation related to employee benefits.
  • Gathered and evaluated data on various HR functions related to employee turnover, absenteeism, and benefits costs.
  • Partnered with HR manager to coordinate onsite benefits vendor meetings, wellness fairs and related events.
  • Served as the primary point of contact for employee benefits inquiries, addressing concerns promptly and accurately.
  • Assisted in the management of FMLA/LOA requests, ensuring timely processing and accurate tracking of leaves taken.
  • Submitted reports on benefit program utilization and recommended program enhancements by communicating directly with employees and program representatives.
  • Educated new hires on available benefit options during orientation sessions, fostering a positive onboarding experience.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Collaborated with HR to develop and maintain up-to-date benefits manual.

Human Resources Clerk

Peppermill Casino Inc.
04.2018 - 06.2019
  • Responded to incoming phone calls and handled sensitive and confidential information with discretion and diplomacy.
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Received and responded to varied questions from applicants, employees and managers and escalated difficult questions to higher-level human resource employees.
  • Increased HR productivity by maintaining accurate databases for payroll processing, benefits administration, and performance evaluations.
  • Served as a trusted point of contact for employees seeking assistance or guidance on HR-related matters.
  • Enhanced HR department efficiency by streamlining administrative tasks and maintaining organized records.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Improved office efficiency by effectively managing internal communications and correspondence.
  • Assisted with on-boarding process of new hires.
  • Developed effective communication channels to ensure employees were informed about company policies, procedures, and updates.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Ensured legal compliance with employment laws and regulations through regular audits of personnel files and documentation.
  • Improved data collection accuracy by submitting account information with no errors.
  • Managed employee exit interviews and paperwork.
  • Successfully managed employee leave requests while ensuring compliance with FMLA regulations and company policies.
  • Managed sensitive employee relations issues with discretion, conducting investigations when necessary to resolve conflicts or grievances.
  • Supported company growth by facilitating the recruitment process, including job postings, interviews, and background checks.
  • Assisted in the development of comprehensive benefits packages to attract top talent and improve overall employee satisfaction.
  • Collaborated with hiring managers to create detailed job descriptions accurately reflecting position requirements.
  • Recruited and screened qualified potential employees.
  • Implemented new HR software solutions that improved efficiency in managing personnel records.
  • Prepared monthly, weekly, and daily logs using Microsoft Office Suite.
  • Answered and redirected incoming phone calls for office.
  • Organized various company events and gatherings, fostering a strong sense of community and teamwork among employees.
  • Coordinated open enrollment periods for benefit programs, ensuring timely communication of plan changes to all employees.
  • Distributed, accepted and processed employment applications to pre-screen and schedule follow-up interviews.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Created and completed personnel action forms for hires, terminations, title changes and terminations.
  • Responded to employee inquiries regarding benefits and other HR topics.
  • Participated in recruitment and selection process for new hires.
  • Coordinated employee relocation processes.
  • Created job descriptions on boards for vacant jobs.
  • Developed and maintained HR policies and procedures.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.

Cashier/Hostel Worker

Peppermill Casino
06.2016 - 11.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Facilitated smoother checkout process, trained new employees on POS systems.
  • Increased sales of promotional items by informing customers about current offers.
  • Boosted team efficiency, shared best practices in cash handling and customer interaction.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Ensured compliance with local regulations regarding safety protocols and emergency preparedness measures within the hostel facility.
  • Prepared food and beverages and verified adherence of quality and safe food-handling standards.
  • Communicated with customers to promptly resolve complaints and address inquiries.
  • Reduced risks by maintaining clean and organised work environment.

Education

High School Diploma -

West Wendover Jr/Sr High School
West Wendover, NV
06-2016

No Degree - Clinical Nutrition

CSN
Las Vegas, NV
06-2018

Skills

  • Patient confidentiality
  • Professionalism and ethics
  • Insurance verification
  • Medical terminology
  • Data entry proficiency
  • Appointment scheduling
  • Healthcare industry
  • Customer service
  • Team collaboration
  • HIPAA compliance
  • Customer follow-up
  • Problem-solving
  • Multitasking and organization
  • Verbal and written communication
  • Money handling
  • Patient check-in
  • Patient education
  • Registration and admissions
  • Electronic health records
  • Relationship building
  • Phone and email etiquette
  • Flexible schedule
  • Patient registration
  • Data entry
  • Conflict resolution
  • Policy understanding
  • Insurance billing
  • Payment processing
  • Training coordination
  • Information collection
  • Records maintenance
  • Process improvement
  • Spanish fluency
  • Patient identity verification
  • Complaint processing
  • Punctual and hardworking
  • Calm and effective under pressure
  • Reliability
  • Excellent communication
  • Registration and scheduling
  • Organizational skills
  • Caring and empathetic
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Insurance verifying
  • Documenting and recording information
  • Reliability and dedication
  • Patient confidentiality and data security
  • Communicating to patients and families
  • Patient documentation
  • Scheduling appointments
  • Documentation skills
  • Organized and detail oriented
  • Self motivation
  • Outbound calling

Assignment Details and Helpful Websites

  • For your group you will need to create a Google Document that you share with everyone in your group so each of them can be working on a part of the assignment. You will share the document with me as well. Please make sure to leave it so I can edit it. Here are websites that you can use to help in getting your research completed.
  • A representation of the EM spectrum and an example of one is at
  • Http://www.lbl.gov/MicroWorlds/ALSTool/EMSpec/EMSpec2.html
  • NASA’s Imagine the Universe: Electromagnetic Spectrum page
  • Http://imagine.gsfc.nasa.gov/docs/science/know_l2/emspectrum.html
  • Spectroscopy
  • Http://en.wikipedia.org/wiki/Spectroscopy
  • Amazing Space’s Era of Space Telescopes
  • Http://amazing-space.stsci.edu/resources/explorations/groundup/lesson/eras/space/index.php
  • Lawrence Berkeley National Laboratory’s MicroWorlds page Electromagnetic Radiation
  • Http://www.lbl.gov/MicroWorlds/ALSTool/EMSpec/EMSpec.html
  • Wikipedia’s Electromagnetic Spectrum
  • Http://en.wikipedia.org/wiki/Electromagnetic_spectrum

Dialysis Registered

I was diagnosed with Kidney Failure at the age of 18 and because I lived in a small town I had to learn how to do Dialysis on myself. (Hemodialysis-Peritoneal dialysis )

Languages

Spanish
Native or Bilingual

Interests

  • Baking
  • Pilates
  • Adventure Travel
  • Camping
  • Food Tourism
  • Photography
  • Food Blogging
  • I enjoy helping others and giving back to the community
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • Road Trips
  • Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
  • Backpacking
  • Cake Decorating

Timeline

Patient Relations Specialist

University of Utah Health Care
08.2022 - Current

Customer Service Representative

Wayfair
02.2022 - 07.2022

Patient Relations Specialist

University of Utah Health Care
09.2019 - 02.2020

Human Resources Benefits Coordinator

Peppermill Casino Inc.
07.2018 - 06.2019

Human Resources Clerk

Peppermill Casino Inc.
04.2018 - 06.2019

Cashier/Hostel Worker

Peppermill Casino
06.2016 - 11.2016

High School Diploma -

West Wendover Jr/Sr High School

No Degree - Clinical Nutrition

CSN

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