Leilani Maluia
Las Vegas,NV
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Polite and professional and successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
HR Contact Rep
Dignity Health
04.2023 - Current
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Built lasting relationships with clients through effective communication and attentive service.
- Exceeded performance targets consistently by prioritizing tasks and managing time effectively.
- Enhanced team productivity by collaborating on projects and sharing best practices with colleagues.
- Streamlined processes to increase efficiency, leading to faster response times for client inquiries.
- Increased customer retention by expertly handling escalated issues in a timely manner.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.
Associate Clinical Administrative Coordinator
United Healthcare Group
11.2022 - 04.2023
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Enhanced communication between departments with timely and accurate preparation of reports and documents.
- Improved customer satisfaction through prompt and professional handling of inquiries and concerns.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Unit Support
Dignity Health SRDH San Martin
12.2016 - 04.2023
- Enhanced patient satisfaction by providing timely and efficient support to nursing staff.
- Streamlined unit operations for improved efficiency in daily tasks.
- Assisted with patient admission and discharge processes, ensuring a smooth transition for patients and their families.
- Facilitated communication between patients, families, and healthcare team members for optimal care coordination.
- Provided compassionate assistance to patients during personal care routines, promoting dignity and comfort.
- Participated in ongoing training opportunities to stay current on best practices related to patient care support.
- Performed clerical duties such as answering phones, scheduling appointments, and managing patient files proficiently under HIPAA regulations.
- Addressed patient inquiries promptly, demonstrating exceptional customer service skills in high-pressure situations.
- Contributed to a positive unit culture through effective teamwork and collaboration with colleagues.
Patient Service Representative
CareNow Urgent Care
07.2019 - 08.2021
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Resolved patient billing issues in line with established guidelines.
- Assisted patients in filling out check-in and payment paperwork.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Providing excellent customer service by promptly answering patient inquiries.
- Managed patient registration process, confirming data accuracy and completeness.
- Took copayments and compiled daily financial records.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified insurance eligibility and coverage for patients.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Unit Support
Dignity Health SRDH Rose De Lima
07.2015 - 12.2016
- Worked flexible hours across night, weekend, and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Gained extensive knowledge in data entry, analysis and reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Cultivated interpersonal skills by building positive relationships with others.
- Enhanced patient satisfaction by providing timely and efficient support to nursing staff.
- Streamlined unit operations for improved efficiency in daily tasks.
- Maintained accurate medical records while adhering to strict confidentiality standards.
Unit Secretary
Dignity Health SRDH Siena
09.2014 - 07.2015
- Boosted staff morale through clear communication, professionalism, and collaboration in daily activities across various roles within hospital settings.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in a timely manner.
- Processed lab paperwork and requests according to physicians' orders.
- Conducted patient intake interviews, recording and documenting relevant information.
- Performed various administrative tasks by filing, copying and faxing documents.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Provided information for patient admissions and discharges to foster timely processing.
- Prepared and processed patient referrals and transfer requests.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Expedited patient admissions process by gathering essential data from patients upon arrival and accurately entering it into electronic health records systems.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Supported office staff and operational requirements with administrative tasks.
Patient Service Representative Team Lead
Dignity Health SRDH Rose De Lima
08.2010 - 09.2014
- Provided excellent customer service to patients and medical staff.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Collaborated with medical staff to ensure accurate record keeping and proper documentation of patient information.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Resolved patient billing issues in line with established guidelines.
- Conducted insurance verifications and pre-authorizations to expedite patient care and reduce billing errors.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Increased revenue by accurately collecting copayments at the time of service, reducing outstanding balances owed by patients.
- Ensured compliance with organizational policies and procedures through thorough monitoring of daily operations at the front desk area.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Facilitated communication between patients and various departments and staff.
- Served as a liaison between patients, physicians, nurses, and administrative staff to facilitate smooth operations within the clinic or healthcare facility.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
Patient Service Representative
Dignity Health SRDH San Martin
06.2009 - 08.2010
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Handled customer service inquiries in person, via telephone and through email.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Resolved patient billing issues in line with established guidelines.
- Assisted patients in filling out check-in and payment paperwork.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Providing excellent customer service by promptly answering patient inquiries.
- Managed patient registration process, confirming data accuracy and completeness.
- Took copayments and compiled daily financial records.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Built and maintained positive working relationships with patients and staff.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Verified insurance eligibility and coverage for patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
Patient Intake Specialist
Nevada Cancer Institute
08.2005 - 05.2009
- Improved overall clinic performance by regularly updating demographic information for more accurate reporting purposes.
- Secured confidential patient information from unauthorized access.
- Maintained strict confidentiality of sensitive patient data, adhering to HIPAA regulations and organizational policies.
- Liaised between healthcare providers and patients, ensuring clear communication regarding care plans and expectations.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Retrieved medical data for physicians and patients.
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Collaborated with healthcare professionals to ensure accurate and timely communication of pertinent patient information.
- Facilitated efficient check-in procedures by verifying identification documents, collecting co-payments, and providing necessary forms for completion.
- Provided compassionate support to patients during their healthcare journey, fostering trust and rapport.
- Trained and mentored 10 new personnel hired to fulfill various roles.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
Education
BBA - Business Administration
The University of Arizona Global Campus
Phoenix, AZ12.2025
No Degree - Pre-Requisites
College of Southern Nevada
Las Vegas, NV07.2017
No Degree - Advanced Medical Terminology, Certificate
Leeward Community College
Pearl City, HI09.1999
No Degree - Medical Terminology, Certificate
Leeward Community College
Pearl City, HI08.1999
No Degree - Basic Computer Class, Certificate
Leeward Community College
Pearl City, HI08.1998
High School Diploma -
Castle High School
Kaneohe, HI06.1994
Skills
- Work Prioritization
- Customer Service & Relations
- Customer Data Confidentiality
- Interpersonal Skills
- Teamwork and Collaboration
- Problem-solving skills
- 120 wpm Typing Speed
- Call Center Customer Service
- MS Office, Google Workspace
- Logging call information & Call Documentation
- Technical Support & Troubleshooting
- Computer Skills & Data Entry
- Remote Office Availability
- Medical terminology knowledge
Timeline
HR Contact Rep
Dignity Health
04.2023 - Current
Associate Clinical Administrative Coordinator
United Healthcare Group
11.2022 - 04.2023
Patient Service Representative
CareNow Urgent Care
07.2019 - 08.2021
Unit Support
Dignity Health SRDH San Martin
12.2016 - 04.2023
Unit Support
Dignity Health SRDH Rose De Lima
07.2015 - 12.2016
Unit Secretary
Dignity Health SRDH Siena
09.2014 - 07.2015
Patient Service Representative Team Lead
Dignity Health SRDH Rose De Lima
08.2010 - 09.2014
Patient Service Representative
Dignity Health SRDH San Martin
06.2009 - 08.2010
Patient Intake Specialist
Nevada Cancer Institute
08.2005 - 05.2009
BBA - Business Administration
The University of Arizona Global Campus
No Degree - Pre-Requisites
College of Southern Nevada
No Degree - Advanced Medical Terminology, Certificate
Leeward Community College
No Degree - Medical Terminology, Certificate
Leeward Community College
No Degree - Basic Computer Class, Certificate
Leeward Community College
High School Diploma -
Castle High School