Lauren Orizaga
Friendswood,TX
Summary
Dependable Patient Care Coordinator serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts.
Overview
6
6
years of professional experience
Work History
Patient Care Coordinator
CLS Health Sleep Center
01.2023 - Current
- Assist patients with scheduling consultations, follow up appointments and sleep studies
- Contact patients to discuss results of sleep studies and next steps
- Create CPAP/APAP prescriptions
- Send additional supply and resupply orders to DME companies that at in network with patient insurance
- Initiate and instruct patients with home sleep study devices
- Answer all incoming calls for the department
- Process payments using cash and credit cards, maintaining accurate records of transactions.
- Ensure that referrals, insurance benefits, and authorization are obtained prior to appointments and sleep studies
- Provide exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Evaluate and optimize office workflows for peak efficiency, identifying areas of improvement and implementing necessary changes to better serve patients and staff alike.
- Maintain confidentiality of patient data and condition to safeguard health information.
Medical Call Center Representative
CLS Health
02.2022 - 01.2023
- Collaborated with team members to identify areas for improvement, resulting in increased call center efficiency.
- Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.
- Contributed to a positive work environment by actively participating in trainings and supporting colleagues when needed.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Reduced wait times for callers by managing a high volume of calls effectively without compromising quality of service.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
- Coordinated care among multiple departments, facilitating seamless patient experiences across various specialties within the practice.
- Contributed to the development and implementation of call center initiatives aimed at improving patient experiences and overall operational efficiency.
Call Center Representative
Houston Metro Urology
07.2020 - 02.2022
- Perform message intake related to direct patient care and adhering to follow through process to ensure patient's expectations are met.
- Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
- Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
Shift Manager
Starbucks
11.2018 - 04.2020
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Promoted a positive work environment through open communication and constructive feedback.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Opened/Closed the store
- Accurately recorded inventory and compiled daily supply orders that suit food and equipment needs of the store and minimize waste.
- Effectively listened to customer complaints and concerns to ensure customer satisfaction while upholding company policy.
- Maintained money management to ensure all registers, safes, deposits, and change orders were completed in a timely manner.
Education
High School Diploma -
Clear Lake High School
Houston, TXSkills
- Effective Communication
- Healthcare operations
- Organizational standards
- EMR Experience: Athena and ECW
- HIPAA Compliance
- Appointment Scheduling
- Fast learner
- Proficient in Microsoft Word, Excel and Powerpoint
- Critical Thinking Skills
- Teamwork and Collaboration
- Reliability
Timeline
Patient Care Coordinator
CLS Health Sleep Center
01.2023 - Current
Medical Call Center Representative
CLS Health
02.2022 - 01.2023
Call Center Representative
Houston Metro Urology
07.2020 - 02.2022
Shift Manager
Starbucks
11.2018 - 04.2020
High School Diploma -
Clear Lake High School