Lercy Otero
Rochester
Summary
Resourceful Outpatient Access Specialist known for high productivity and efficient task completion. Skilled in patient registration, insurance verification, and appointment scheduling, ensuring smooth operation of outpatient services. Excel at communication, problem-solving, and time management, facilitating positive interactions with patients and healthcare professionals. Committed to maintaining confidentiality and providing exceptional service in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Outpatient Access Specialist
University of Rochester
Rochester, New York
03.2024 - Current
- Verified patient's insurance coverage for eligibility and benefits.
- Managed referrals between providers, hospitals, labs and other healthcare facilities as needed.
- Collected co-pays and payments from patients at the time of service.
- Ensured HIPAA compliance by protecting confidential patient information.
- Scheduled appointments for new and existing patients using electronic health records system.
- Greeted and checked-in patients in a professional manner.
- Responded to incoming emails regarding appointment requests or changes in a timely fashion.
- Applied HIPAA privacy and security regulations while handling patient information.
Call Center Representative
Maximus
Rochester, NY
04.2023 - 02.2024
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Outpatient Access Specialist
University of Rochester, Strong Memorial Hospital
Rochester, NY
01.2022 - 04.2023
- Provided customer service support to resolve patient inquiries or complaints in a timely manner.
- Greeted and checked-in patients in a professional manner.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
Warehouse Worker
Wegmans
Rochester, NY
09.2021 - 12.2022
- Received and inspected incoming shipments for accuracy and quality control.
- Organized inventory systems to enhance product accessibility and reduce retrieval time.
- Trained new employees on safety procedures and operational best practices.
- packed up inventory
- Collaborated with team members to optimize loading processes, minimizing delays.
Fast Food Team Leader
McDonald's
Rochester, New York
05.2017 - 10.2021
- Provided support to fellow team members when needed during busy periods.
- Developed strategies for improving customer service while maintaining operational efficiency.
- Maintained a clean and organized work environment throughout the shift.
- Communicated effectively with management regarding operations issues or concerns.
- Resolved customer complaints with professionalism and empathy.
- Served orders to customers at windows, counters and tables.
Education
High School Diploma -
Edison Career And Technology
Rochester, NY06-2019
Skills
- Customer service
- Scheduling appointments
- Time management
- Professionalism
- Team leadership
- Friendly and outgoing
Education and Training
other
Timeline
Outpatient Access Specialist
University of Rochester
03.2024 - Current
Call Center Representative
Maximus
04.2023 - 02.2024
Outpatient Access Specialist
University of Rochester, Strong Memorial Hospital
01.2022 - 04.2023
Warehouse Worker
Wegmans
09.2021 - 12.2022
Fast Food Team Leader
McDonald's
05.2017 - 10.2021
High School Diploma -
Edison Career And Technology