Judy E. Ceballos
University Of Utah Health
Layton,UT
1
Certification
10
years of professional experience
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.
Work History
Patient Relations Specialist
3 Years 2 Months- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Improved interdepartmental communication by implementing standardized protocols for sharing vital patient information.
- Analyzed feedback from patient surveys to identify areas for improvement within the Patient Relations department.
- Served as a
- Implemented measures to minimize patient complaints, improving overall satisfaction scores.
- Ensured all relevant documentation was properly filed, keeping records up-to-date for future reference and easy access.
- Developed strong rapport with patients, fostering trust and open communication lines.
- Participated in ongoing training sessions related to customer service best practices within the healthcare industry.
- Contributed to a positive work environment by maintaining a professional attitude and offering assistance where needed.
- Collaborated with healthcare providers to ensure optimal patient care and communication.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Developed and implemented patient feedback systems to identify areas for service improvement.
- Facilitated effective communication between patients and healthcare providers to enhance patient satisfaction.
Customer service representative
1 Year 5 Months- Service customers with post order issues, returns, replacements, refunds, delivery status, back order items, and any issues with fulfillment.
- Exceed customer satisfaction issue resolution targets.
- Identify areas of improvement and convey trends and customer calls to leadership.
- Navigate multiple software applications and technologies.
- Use conflict management skills and maintain professional composure.
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Developed and maintained knowledge of product offerings to enhance customer service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
Patient Relation Specialist
5 Months- Greets and directs patients to their correct destinations both in person and over the phone. Anticipates the needs of the patients and guests then responds in an accurate and timely manner.
- Help patients and family with a check-in kiosk.
- Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
- Completes patient admission and registration process by reviewing accounts and other compliance-related documents for completeness and accuracy. Obtains and documents missing information required for registration.
- Verifies patient benefits and eligibility, when needed. Collects all necessary co-pays, deductibles, and co-insurance, as needed. Responds to questions regarding accounts status, payment arrangements, and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
- Monitors patient flow, adjusts workflows, and notifies the clinical staff of any pertinent information and changes.
- Performs other duties, as required.
- Facilitated patient communications to enhance satisfaction and streamline appointment scheduling processes.
- Resolved patient inquiries and concerns, ensuring timely and effective resolution for optimal service delivery.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Analyzed feedback from patient surveys to identify areas for improvement within the Patient Relations department.
Human Resources Benefits Clerk
10 Months- Assist employees who want to add, change or delete coverage medical, supplemental plans.
- Fax, scan, and index.
- Check all benefits enrollment materials and determine eligibility including deletions, and changes.
- Monitor enrollment documents and changes.
- Answer questions and help resolve issues as best as can.
- Process cash payments by employees for benefit plans.
- Transfers employees to different departments when management requests.
- Assist in open enrollment.
- Manage employee benefits enrollment processes, ensuring compliance with regulations and accuracy in data entry.
- Collaborated with HR team to streamline benefits communication, enhancing employee understanding and engagement.
- Reviewed and processed claims efficiently, resolving discrepancies to maintain high standards of service delivery.
- Explain benefits to plan participants in easy to understand terms in order to educate each on available options.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
Human Resources Representative
1 Year 1 Month- Manages data records of Employes.
- Inputs salary, job, department, status, work card, I-9, terminations, and personal changes to computer records.
- Fax, scan, and index.
- Answers phone calls in a timely and courteous manner.
- Processes record requests from attorneys and other authorized persons.
- Prepares labels for New/Rehire packages.
- Maintains inventories of supplies and forms.
- Maintains records, follow ups for orientation, and referral programs.
Cashier/Host(ess)
5 Months- Assist in service and guests.
- Sat guests in proper order when arriving.
- Managed cash register operations, ensuring accurate transactions and balanced drawers.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Opened and closed seating sections according to volume of guests.
- Backed up servers by checking on tables and retrieving items for guests.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Took initial drink orders and relayed information to wait or bar staff.
Education
Digital Marketing Science - Digital Marketing
Real Estate - Real Estate
High School Diploma
Skills
Patient confidentiality
Professionalism and ethics
Insurance verification
Appointment scheduling
Data entry proficiency
Problem-solving
Multitasking and organization
Money handling
Patient check-in
Conflict resolution
Certification
- HubSpot Email Marketing
- Google Ads Search
- Google Analytics
Timeline
Patient Relations Specialist
University Of Utah Health
08.2023 - CurrentRead More
Customer service representative
Wayfair
02.2022 - 07.2023Read More
Patient Relation Specialist
University of Utah, ENT Specialty Clinic
09.2019 - 02.2020Read More
Human Resources Benefits Clerk
Peppermill Casino Inc.
07.2018 - 05.2019Read More
Human Resources Representative
Peppermill Casino Inc.
04.2018 - 05.2019Read More
Cashier/Host(ess)
Peppermill Casino Inc.
06.2016 - 11.2016Read More
University of Utah
Digital Marketing Science from Digital Marketing
Read More
Davis Technical College
Real Estate from Real Estate
Read More
West Wendover Jr/Sr High School
High School Diploma
Read More