JULIANNE ALIPIO
Las Vegas,NV
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and provide patient care excellence.
Overview
6
6
years of professional experience
Work History
Patient Access Center Lead
NYU Langone Health
10.2023 - Current
- Supporting PAC agents and act as an escalation for high priority calls when needed.
- Support team supervisor with side by sides, call observations, action grids, and reverse action grids.
- Provide FGP/practice updates as necessary to agents.
- Follow the CARES model and NYU FGP mission approach.
- Assisted in developing training materials for new hires within the Patient Access center, enhancing overall staff competency levels in key areas of responsibility.
- Identified opportunities for process improvement within the Patient Access center, resulting in tangible enhancements to overall operational efficiency levels.
Patient Access Center Rep I & II
NYU Langone Health
08.2021 - 10.2023
- Schedule appointments for diverse multi specialties
- Transcribe orders for breast imaging, bone density, and ultrasounds
- Communicate with providers, clinical team, and staff for inquiries and requests
- Manage patient data using EMR systems (EPIC/Salesforce), references, applications, and websites
- Complete call processes in an efficient manner in a high call volume setting in accordance to NYU FGP Guidelines
- Work as a team to handle the call volume and focus on individual adherence.
- Optimized workflow processes, allowing for more efficient use of resources and reduced after call work.
- Increased patient satisfaction by addressing and resolving complaints in a timely manner.
Retention Agent
Sutherland Global Services
08.2018 - 08.2020
- Fast pace work environment
- High call volume setting at inbound call center
- Ability to problem solve quickly and resolve all customer issues
- Processing sales for wireless, internet, cable services
- Quickly de-escalate customers concerns and frustrations
- Ability to build customer satisfaction and loyal customers.
- Developed new strategies for customer retention activities.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Exceeded monthly retention targets consistently by effective negotiation tactics when resolving dissatisfied customer issues.
Education
Associates of Science -
College of Southern Nevada
Biomedical Advanced High School Diploma -
Northwest Career & Technical Academy
Skills
- EPIC, Salesforce, & MS proficiency
- Excellent customer service
- Strong empathy
- Leadership
- Exceptional organizational skills
- Attention to detail
- Effective time management
- Phenomenal communication skills
- Problem solving
- Adaptability
- Teamwork
References
Available upon request
Started a Sole Proprietorship Business
Proactively researched how to start a business.
Created a networking event by performing a presentation at a coworking space on how to start a business.
Looked for opportunities to get my business out there, meetings with CEO's of small businesses to collab with my product and their business.
Developed leadership skills as a self starter.
Timeline
Patient Access Center Lead
NYU Langone Health
10.2023 - Current
Patient Access Center Rep I & II
NYU Langone Health
08.2021 - 10.2023
Retention Agent
Sutherland Global Services
08.2018 - 08.2020
Associates of Science -
College of Southern Nevada
Biomedical Advanced High School Diploma -
Northwest Career & Technical Academy