Leslie Millan
Santa Ana,CA
Summary
Dedicated Patient Service Representative skilled in enhancing clinic efficiency and patient satisfaction. Strong background in HIPAA compliance, insurance verification, and relationship building.
Overview
12
12
years of professional experience
Work History
Patients Service Representative
Camino Health Center
Lake Forest, CA
02.2025 - 04.2026
- Facilitated patient check-in processes, ensuring accurate data entry and compliance with health regulations.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Coordinated communication between patients and healthcare providers to address inquiries and improve service delivery.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Greeted and interacted with patients to provide information, answer questions, and assist with appointment scheduling.
- Managed patient scheduling and appointment confirmations to enhance clinic efficiency.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Trained new staff on front-office procedures, enhancing team performance and operational consistency.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Obtained payments from patients and scanned identification and insurance cards.
- Verified insurance eligibility and coverage for patients.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge of regulatory requirements.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Assisted patients in filling out check-in and payment paperwork.
Customer Service Lead
Insurance Online Agency
Newport Beach, CA
03.2014 - 01.2022
- Led the customer service team in delivering exceptional support for policy inquiries and claims processing
- Trained and mentored staff on best practices for customer engagement and conflict resolution
- Utilized excellent communication skills to resolve product and consumer complaints effectively.
- Resolved customer service issues using company processes and policies, and provided updates to customers,
- Built strong customer relationships that fostered repeat business.
- Monitored policy renewals and contacted clients to discuss renewal options and changes.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Processed policy endorsements and provided new policy premiums and/or directed them to the sales agent for more recommendations.
- Analyzed customer feedback to identify trends, implementing service delivery improvements based on insights.
- Developed training materials that enhanced the team's knowledge of insurance products and services
- Oversaw daily operations, ensuring compliance with industry regulations and company policies
Education
High School Diploma -
Valley Highschool
Santa Ana06-2009
Skills
- Patient check-in
- Registration management
- Insurance verification
- Insurance authorizations
- Insurance company billing
- HIPAA compliance
- Appointment confirmation
- Customer service
- Complaint resolution
- Problem-solving
- Multitasking skills
- Flexible schedule
- Communication etiquette
- Relationship building
Languages
Spanish
Full Professional
Timeline
Patients Service Representative
Camino Health Center
02.2025 - 04.2026
Customer Service Lead
Insurance Online Agency
03.2014 - 01.2022
High School Diploma -
Valley Highschool