LILIA AGUINAGA
Tujunga,CA
Summary
Bilingual Administrative and Customer Service Professional experienced in healthcare, dental, and insurance environments. Delivered organized and reliable support through effective front-desk operations and appointment scheduling, enhancing patient and customer communication. Managed insurance verification and payment processing, ensuring compliance and accuracy in a high-volume setting.
Overview
15
15
years of professional experience
Work History
Receptionist
Happy Dental Land
Studio City, CA
03.2026 - Current
- Handled incoming calls and voicemail messages, delivering timely and courteous customer service.
- Coordinated patient scheduling and rescheduling to enhance daily front-desk operations.
- Verified insurance benefits and eligibility, addressing front-office inquiries to support patient needs.
- Process patient payments accurately and maintain professional patient and family communication.
Insurance Operations Representative I
Tokio Marine Highland Insurance
South Pasadena, CA
04.2017 - 02.2025
- Managed high-volume incoming calls and emails from brokers, agents, and internal staff.
- Managed high-volume incoming calls and emails from brokers, agents, and internal staff to ensure timely responses and service quality.
- Resolved policy-related issues by coordinating effectively with underwriting and other departments, facilitating smoother operations.
- Maintained accuracy and compliance in policy processing and documentation to support operational integrity and regulatory adherence.
Insurance Services Representative
WNC Insurance
South Pasadena, CA
02.2014 - 04.2017
- Reviewed insurance applications and documents to ensure adherence to compliance standards and completeness.
- Processed endorsements, cancellations, and policy entries, ensuring accuracy and minimizing errors.
- Managed incoming mail, faxes, and documentation, coordinating with departments to expedite policy issuance.
Customer Service Project Assistant
WNC Insurance
South Pasadena, CA
08.2013 - 02.2014
- Conducted outbound calls to agents to obtain missing policy information and efficiently routing incoming calls to appropriate departments.
- Prepared project reports and status updates for agency and carrier stakeholders.
- Conducted outbound calls to agents for obtaining missing policy information and efficiently routed incoming calls to appropriate departments.
- Performed high-volume data entry, maintained accurate electronic records, and utilized Outlook, Word, and Excel to streamline daily operations.
- Organized policy documents, claims files, and supporting records for review.
Receptionist / Assistant
Burbank Medical
Burbank, CA
07.2011 - 08.2013
- Managed front-desk operations, patient scheduling, and a multi-line phone system.
- Maintained accurate patient files and administrative records, while verifying insurance eligibility to support smooth patient visits.
- Provided front-office support to patients, managing daily administrative tasks to enhance patient experience.
Education
GED -
Skills
- Front Desk & Reception
- Patient scheduling
- Appointment Scheduling
- Insurance Verification
- Payment Processing
- Data Entry & Records
- High-volume communication
- Customer issue resolution
- Office Administration
- Microsoft Office
- Bilingual English / Spanish
- Time Management
- Patient scheduling
- Insurance verification
- Payment processing
Timeline
Receptionist
Happy Dental Land
03.2026 - Current
Insurance Operations Representative I
Tokio Marine Highland Insurance
04.2017 - 02.2025
Insurance Services Representative
WNC Insurance
02.2014 - 04.2017
Customer Service Project Assistant
WNC Insurance
08.2013 - 02.2014
Receptionist / Assistant
Burbank Medical
07.2011 - 08.2013