KATHLEEN LUGO
Wallkill,NY
Overview
8
8
years of professional experience
Work History
Patient Service Representative
The Institute for Family Health
New Paltz, NY
03.2021 - Current
- Managed patient scheduling, ensuring efficient appointment flow and reduced wait times.
- Provided comprehensive support to patients navigating healthcare services and insurance processes.
- Coordinated communication between patients and medical staff to enhance care delivery.
- Resolved patient inquiries and complaints, improving overall satisfaction ratings.
- Trained new staff on best practices for patient engagement and service excellence.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Entered patient demographic and insurance data into electronic medical record system.
- Executed responsibilities as Secretary of Referral Council, showcasing proficiency in Epic program.
- Facilitated insurance referral processing through various insurance portals.
Housekeeper
Northgate Resorts
Gardiner, NY
06.2020 - 11.2020
- Ensured cleanliness and sanitation of bedrooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides.
- Checked vacant rooms regularly to verify cleanliness and freshness by clearing away trash and other disposable material, consistently maintaining the highest levels of housekeeping standards.
- Dusted and polished all surfaces, including tables, dressers, televisions, and headboards.
Team Member
Target
Newburgh, NY
10.2019 - 01.2020
- Restocked supplies at work stations to help team members meet demands.
Housekeeper
Northgate Resorts
Gardiner, NY
08.2019 - 10.2019
- Checked vacant rooms regularly to verify cleanliness and freshness by clearing away trash and other disposable material, consistently maintaining the highest levels of housekeeping standards.
- Ensured cleanliness and sanitation of bedrooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides.
Cashier
H&M
Plattekill, NY
04.2019 - 07.2019
- Adhered to all cash handling policies and procedures.
Receptionist
Northgate resorts
Gardiner, NY
04.2018 - 10.2018
- Greeted guests promptly and consistently set professional tone with friendly assistance.
- Used clerical abilities to support needs of office staff and back up administrative team members.
- Shared information about office hours, procedures, and requirements to resolve walk-up and telephone questions.
Education
High School Diploma - undefined
Wallkill high school
Wallkill, NY06.2018
Skills
- Applied creative thinking to enhance problem-solving and drive project success
- Assisted in coordinating tasks within the organization to facilitate smooth workflow and communication
- Engaged in verbal communication to convey information clearly and support project objectives
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
- Oversaw supply stocking activities to maintain optimal inventory and support seamless operations
- Acquired knowledge and skills rapidly to enhance team performance and efficiency
- Oversaw coordination of various projects to enhance operational efficiency Led teams in balancing competing priorities to achieve strategic goals Fostered a collaborative environment to optimize resource allocation and project delivery
- Developed and implemented prioritization frameworks to streamline project management
- Managed front desk activities to enhance visitor experience and streamline communication
- Leveraged bilingual skills to support diverse client interactions and improve service delivery
Timeline
Patient Service Representative
The Institute for Family Health
03.2021 - Current
Housekeeper
Northgate Resorts
06.2020 - 11.2020
Team Member
Target
10.2019 - 01.2020
Housekeeper
Northgate Resorts
08.2019 - 10.2019
Cashier
H&M
04.2019 - 07.2019
Receptionist
Northgate resorts
04.2018 - 10.2018
High School Diploma - undefined
Wallkill high school