Summary
Overview
Work History
Education
Skills
Assessments
Personal Information
Timeline
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Leilani Torres

Redondo Beach,CA

Summary

Seeking employment with your practice, aiming to secure a rewarding position as a veterinary receptionist at a progressively growing animal hospital. Extensive experience and skills in the field, highly adept at working in a fast-paced, multi-doctor practice. Strong background in providing first contact services in a veterinary hospital environment, including scheduling appointments for various needs such as first-time visits, vaccinations, rechecks, and referrals. Bring the added benefit of years of experience as a Veterinary Technician, providing comprehensive love and support to all animals, including felines, canines, and exotic pets. Over 20 years of experience in high-volume office atmospheres, a focused and compassionate team player. Cheerful personality allows excelling in growth-oriented organizations where skills and experience can be utilized to provide effective service with genuine care. Through one-on-one client interaction and telephone etiquette, effectively communicates ongoing love for all animals and constant desire for positive growth. Strong attention to detail and exceptional organizational skills equip with the ability to handle stress in all types of situations.

Overview

30
30
years of professional experience

Work History

Medical Insurance Biller

Markman and Wolstan A Medical Group
06.2023 - 01.2025
  • Boosted customer satisfaction through professional handling of patient inquiries regarding billing matters and insurance coverage.
  • Contributed to company growth by accurately analyzing trends in denial rates, payer mix, and other key performance indicators relevant to revenue cycle management.
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
  • Liaised between patients, insurance companies, and billing office.
  • Prepared billing statements for patients and verified correct diagnostic coding.
  • Participated in regular audits of billing processes to maintain high-quality performance standards and identify areas for improvement.
  • Streamlined claim processing for faster payments by maintaining accurate patient records and insurance information.
  • Enhanced overall revenue collection by identifying and resolving billing discrepancies proactively.
  • Expedited payment turnaround time with efficient follow-up on outstanding claims, addressing issues as necessary.89
  • Verified accuracy of accounts payable payments, resulting 89% reduction in payment errors and check reissues.

Veterinary Receptionist/Technician

Dr Paula Mobile Veterinary Service
10.2019 - 06.2022
  • Managed multi-line phone system and pleasantly greeted patients.
  • Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
  • Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
  • Maintained Truck for day-to-day appointments
  • Review and respond to daily emails
  • Call in and refill prescriptions
  • Enter charges and write up patient records
  • Take digital radiographs
  • Perform TPR's, TNT, administer oral meds, Administer SQ,IM & IV injections.
  • Draw blood for lab analysis
  • Assist with minor anesthetic procedures
  • Taking Inventory and ordering supplies
  • Patient Discharges
  • Going over discharge instructions with Client
  • Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
  • Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
  • Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.

Veterinary Receptionist (Client Services Representative)

VCA Advanced Veterinary Care Center
04.2016 - 07.2017
  • Greet customers entering the practice to ascertain their reason for the visit
  • Educate clients regarding feeding, general care, medical conditions and treatments
  • Confirm all upcoming appointments by contacting clients directly via phone call and/or by email
  • Prioritizing emergencies by briefly assessing incoming patient's condition via TPR, limited physical assessment and by verbally collecting a brief patient history and the nature of the emergency
  • Confirm during admission or check in that all client information is correct and up to date
  • Discharge clients and go over any medication and discharge instructions before collecting payment
  • Demonstrated high standards of performance, including teamwork, communication skills
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Answered an average of 20+ calls per day by addressing customer inquiries, solving problems and providing information regarding our Specialized Veterinary Services
  • Earned management trust by serving as key holder, responsible for all of the front office opening responsibilities and discharging all overnight patients scheduled for discharge or hospital transfer
  • Restocked and ordered all front office inventory supplies weekly and reviewed cash operation data to verify proper replenishment
  • Developed reputation as an efficient service provider with high levels of accuracy
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
  • Served as one of the main liaisons between the clients and our doctors or management team
  • Provided an elevated customer experience to generate a loyal clientele
  • Always provide a superior client experience by addressing any medical or pet/patient concerns, demonstrating empathy and resolving problems on the spot
  • Filed paperwork and organized computer-based information
  • Answered a high volume of phone calls and email inquiries

Veterinary Receptionist / Technician

Emergency Pet Clinic of South Bay
07.2011 - 04.2016
  • Interview clients to determine reason for visit and documented concerns
  • Performed any and all duties related to client relations and assist management in their administrative duties
  • Performed record keeping duties with clerical proficiency
  • Maintaining a cleaned, stocked and organized environment within the examination rooms
  • Handled incoming emergency cases appropriately by keeping clients and patients at ease before the arrival of the doctor
  • Reviewed patients records to ensure that immunization and tests recommended by the doctor are up to date
  • Promptly notify the doctor of the arrival of patients, and the state of patients condition to avoid keeping patients with serious conditions waiting for long as this could worsen their condition
  • Ensured that clients do all necessary paperwork accurately before they are discharged from the hospital
  • Prepared estimates for hospitalization and outpatient care and presented invoices and collected payment from clients
  • Manage billing procedures with proficiency and provide clients with educational materials whenever necessary
  • Assisted and performed several hands on veterinary procedures not limited to but including: in depth knowledge of animal care procedures and restraining animals effectively, Ophthalmological procedures such as tear production testing, topical anesthetic application, fluorescein staining of the cornea and ocular tonometry, Positioned animals for diagnostic imaging such as x-rays, Administered oral or topical medications to patients as specified by veterinarian in animal's medical record, Administered prescribed injectable controlled substances, tranquilizers, sedatives, and injectable or inhalant anesthetics, Collected and prepared specimens and samples for outside laboratory analysis, Assisted veterinarian during medical and surgical procedures, Endotracheal tube placement to deliver oxygen and/or anesthesia to patients for surgical procedures

Receptionist/Technician

Country Hills Animal Hospital
10.1994 - 12.1999
  • Responsible for answering incoming phone calls, scheduling client appointments, updating and filing patient charts, and entering client/patient information into the practice database
  • Placing clients in exam room with their pet, alert the appropriate technician or veterinarian to the client's arrival
  • Responsible for providing excellent customer service to clients and ensuring that front desk operations run smoothly
  • Handled telephone calls and scheduling appointments
  • Operated office equipment and assisted in the processing of laboratory diagnostics
  • Sold pet care products and vitamins; dispensed medications with clear instructions
  • Maintained the cleanliness of the exam rooms and treatment area
  • Assist the doctor with clinical procedures and medication administration
  • Educate clients on specialized patient care, nutrition, medical conditions and disease management
  • Administer medications, vaccines, and treatments as instructed by the veterinarian
  • Performed numerous diagnostic procedures such as x-rays, skin scrapings, fecals, blood analysis on IDEXX laboratory analyzers, Felv/Fiv Cite tests etc
  • Maintained daily logs of patient procedures such as, surgery logs, radiology logs, Drug Enforcement Administration logs and routine medical entries to patient records

Education

Some college -

Skills

  • Appointment Scheduling
  • Strong empathy
  • Payment processing
  • Telephone etiquette
  • Accounts Management
  • Co-payment collection
  • Familiar with Medical Terminology
  • Computer Skills
  • Knowledge of veterinary practices
  • Knowledge of animal behavior
  • Cross-selling expertise
  • Excellent communication skills
  • Room preparation
  • Superior organizational skills
  • Documentation and reporting
  • Customer service skills
  • Educating owners
  • Telephone skills, Ability to handle multiple incoming phone calls
  • Medical terminology knowledge
  • Inventory control
  • Cash handling and management
  • Avimark Software
  • Controlled substance management
  • Cephalic venipuncture
  • Jugular venipuncture
  • Animal Restraint
  • Intravenous injections
  • Intramuscular injections
  • Subcutaneous injections
  • Oral medication administration
  • Topical medication administration
  • Ear Cytology set up
  • Ear Cytology analysis
  • Anal sac expression
  • Credit card processing
  • Urine sample collection, Cytocentesis
  • Catheter Placement
  • Skin scraping
  • Skin scraping Analysis
  • Fluorescein stain eye
  • General anesthesia monitoring
  • Instrument pack assembly and sterilization
  • Fecal flotation and direct set up
  • Fecal reading
  • Radiographs

Assessments

Experienced Veterinary Receptionist - Highly Proficient, 09/01/19, https://share.indeedassessments.com/share_to_profile/9ae146b5380e17bd4308561b3d331f58eed53dc074545cb7

Personal Information

Authorized To Work: US for any employer

Timeline

Medical Insurance Biller

Markman and Wolstan A Medical Group
06.2023 - 01.2025

Veterinary Receptionist/Technician

Dr Paula Mobile Veterinary Service
10.2019 - 06.2022

Veterinary Receptionist (Client Services Representative)

VCA Advanced Veterinary Care Center
04.2016 - 07.2017

Veterinary Receptionist / Technician

Emergency Pet Clinic of South Bay
07.2011 - 04.2016

Receptionist/Technician

Country Hills Animal Hospital
10.1994 - 12.1999

Some college -

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Leilani Torres