Lauren Vega

• Managed high-volume patient calls for appointment scheduling and care navigation
  
  • Routed clinical messages to appropriate providers and administrators
  
  • Maintained professional patient communication and accurate documentation
• Analyzed call center data to identify trends and areas for process improvement, enhancing overall service quality.
• Monitored call center performance metrics such as average response time and first call resolution rate to ensure compliance with established standards.
• Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
• Developed and implemented strategies that improved call center performance and elevated customer service standards.
• Advised senior managers on best practices for managing the call center environment.
• Evaluated agent performance during call center operations and offered constructive feedback.
• Monitored customer satisfaction ratings based on survey responses received from customers who contacted the call center for assistance.
• Managed incoming calls from patients and healthcare providers regarding medical inquiries.
• Assisted patients with appointment scheduling and medication refills efficiently.
• Documented patient interactions accurately in electronic health record systems.
• Collaborated with healthcare professionals to ensure accurate patient data management.
• Resolved patient concerns by providing clear information about insurance coverage.
• Handled high call volumes while maintaining professionalism and empathy toward callers.
• Educated patients on billing procedures and payment options effectively.
• Trained new staff on call center protocols and customer service best practices.
• Researched medical codes to ensure accurate billing practices were followed.
• Followed HIPAA guidelines when handling confidential patient information.
• Ensured compliance with HIPAA regulations when handling confidential patient information.
• Assisted in resolving customer complaints in a timely manner.
• Verified insurance eligibility for patients prior to scheduling appointments or procedures.
• Collaborated with physicians, nurses, and other staff members as needed.
• Educated patients on proper use of medications, treatments, and follow-up care instructions.
• Maintained up-to-date knowledge of healthcare industry trends and regulations.
• Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
• Performed outbound calls to remind patients about upcoming appointments.
• Utilized various software systems such as EMRs, CRMs, and databases effectively.
• Provided medical advice over the phone according to established protocols.
• Resolved customer inquiries and concerns, ensuring delivery of quality service and achieving performance benchmarks.
• Engaged actively with callers, confirming or clarifying information and diffusing anger.
• Updated customer accounts, addresses and contact information within call management databases.
• Updated databases with new and modified customer data.

Manage prior authorizations for specialty procedures including PNE, Botox, and Xiaflex

• Coordinate with insurance providers, specialty pharmacies, and physicians

• Track authorization approvals and medication delivery timelines

• Communicate with patients regarding treatment approvals and next steps

• Maintain procedure tracking systems and accurate clinical documentation

• Support department operations through purchase order submission and invoice organization

• Coordinated with healthcare providers to gather and compile required documentation for authorization processes.
• Informed patients about authorization status and required documentation.
• Maintained accurate records of authorization transactions and communications to ensure compliance and facilitate audits.
• Assisted team members in resolving complex authorization issues, enhancing overall workflow and reducing delays.
• Implemented best practices for improving authorization workflow efficiency.
• Reviewed insurance policies to determine coverage and eligibility.
• Analyzed data from various sources to ensure accuracy of authorizations.
• Managed daily financial transactions and maintained accurate records.
• Processed invoices and ensured timely payments to vendors.
• Utilized accounting software for tracking expenses and revenues.
• Organized financial documents for audits and compliance purposes.
• Prepared invoices for customers and suppliers.
• Assisted in the preparation of financial statements and reports, including monthly and annual accounts.
• Maintained a record of all financial transactions, ensuring accuracy and completeness.
• Prepared monthly and year-end closing statements, financial documents, and invoices.