Lilia Bautista
Glendale,AZ
Summary
Dynamic Medical Administrative Assistant with proven expertise at Cigna in optimizing patient scheduling and enhancing clinic workflow. Skilled in HIPAA compliance and patient relations, I implemented process improvements that boosted productivity and fostered strong interpersonal relationships, ensuring exceptional patient care and satisfaction. Proficient in electronic health record systems, I prioritize confidentiality and efficiency.
Overview
31
31
years of professional experience
Work History
Medical Administrative Assistant
Cigna
Phoenix, AZ
02.2006 - 12.2025
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Processed insurance claims efficiently, ensuring compliance with policies and guidelines.
- Assisted in maintaining accurate patient records using electronic health record systems.
- Communicated effectively with patients regarding their inquiries and healthcare needs.
- Coordinated office supplies and inventory management to maintain operational efficiency.
- Developed training materials for new staff to enhance onboarding experience and knowledge transfer.
- Implemented process improvements that streamlined administrative tasks, increasing overall productivity.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Generated reports and logged patient information for reliable records.
- Developed strong rapport with patients through active listening and empathetic communication, fostering trust and encouraging ongoing engagement with healthcare services.
- Managed incoming phone calls efficiently, directing callers to appropriate personnel while providing courteous service at all times.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Called patients to confirm scheduled appointments day in advance.
- Demonstrated proficiency in various medical software programs, adeptly adapting to new technology as required for optimal job performance.
- Maintained and updated patient records for accurate, current medical histories.
- Contributed to a positive office environment by fostering strong working relationships with colleagues, resulting in improved team collaboration.
- Assisted in the training of new administrative staff members, sharing expertise and best practices to support their professional development.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Coordinated referral appointments with external specialists, ensuring that relevant medical records were shared in a timely manner for optimal patient care continuity.
- Supported office staff and operational requirements with administrative tasks.
- Maintained cleanliness and organization within the reception area, creating a welcoming atmosphere for patients and visitors alike.
Caregiver
Arise
Phoenix, AZ
04.2004 - 02.2009
- Assisted clients with daily living activities to promote independence and comfort.
- Monitored client health conditions, reporting changes to healthcare professionals promptly.
- Developed personalized care plans in collaboration with families and healthcare providers.
- Provided emotional support and companionship to enhance clients' well-being.
- Administered medications according to prescribed schedules ensuring compliance with safety protocols.
- Trained new caregivers on best practices for client care and safety procedures.
- Implemented activity programs to engage clients physically and mentally, improving overall quality of life.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted patients with self-administered medications.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Developed engaging recreational activities tailored to individual interests and abilities, boosting mental stimulation for patients throughout their day-to-day lives.
- Assisted with daily living activities, running errands, and household chores.
- Provided compassionate and patient-focused care to cultivate well-being.
- Transported clients to and from medical appointments with safety and efficiency.
Human Resources Intern
Cox Communications
Phoenix, AZ
04.2000 - 07.2004
- Assisted in recruitment processes by screening resumes and scheduling interviews.
- Supported onboarding initiatives by preparing orientation materials and conducting new hire sessions.
- Maintained employee records in HRIS, ensuring data accuracy and confidentiality.
- Collaborated with team members to streamline administrative tasks and improve workflow efficiency.
- Provided support in organizing employee training programs and performance evaluations.
- Conducted research on HR best practices to enhance employee engagement strategies.
- Engaged with employees to address inquiries regarding policies and benefits, fostering a positive workplace culture.
- Participated in special projects related to diversity and inclusion initiatives within the organization.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered phone and performed clerical duties to assist human resources department.
- Developed strong written and verbal communication skills.
- Created and updated tracking spreadsheets using MS Excel.
- Managed confidential employee files, maintaining accurate records for performance evaluations, salary adjustments, and promotions.
- Maintained relationships with personnel using strong collaboration and teamwork skills.
- Supported HR team in achieving hiring goals by screening resumes, conducting phone interviews, and tracking candidate progress.
- Worked with HR team to coordinate company events.
- Enhanced employee onboarding experience by streamlining the orientation process and creating informative materials for new hires.
- Updated and maintained employee records to respond quickly to requests for information.
- Conducted orientations and helped employees complete necessary paperwork to get new hires established and up to speed quickly.
- Improved overall employee satisfaction by assisting with benefits administration and addressing individual concerns promptly.
- Participated in job fairs and recruitment events to attract top talent.
- Implemented employee recognition programs that boosted morale and productivity.
- Streamlined benefits administration, providing employees easy access to information and support.
- Facilitated effective communication between management and employees, fostering positive work environment.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Administered employee benefits programs and assisted with open enrollment.
- Completed human resource operational requirements by scheduling and assigning employees.
Customer Service Representative
Cigna
Phoenix, AZ
04.1997 - 03.2000
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted clients with benefit information, claims processing, and policy updates.
- Collaborated with team members to streamline support processes and improve response times.
- Utilized CRM systems to track interactions and manage service requests efficiently.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Customer Service Representative
Charles Schwab
Phoenix, AZ
04.1995 - 03.1997
- Conducted follow-up calls to ensure customer satisfaction and address any outstanding issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma - General Studies
Deer Valley High School
Glendale, AZSkills
Patient care and confidentiality
HIPAA compliance
Patient demographics
Workflow coordination
Patient scheduling
Medical office management
Appointment scheduling
Patient confidentiality adherence
Inventory stocking
Interpersonal relationship building
Multi-line phone systems
Proficiency in medical management systems
File maintenance
Inventory management
Data entry efficiency
Interdepartmental collaboration
Professionalism and discretion
Scheduling expert
Mail distribution
Patient flow management
Document management
Program coordination
Patient scheduling expertise
Organizational growth
Basic accounting
Inter-office communication
Multi-line phone operations
Prioritizing patients
10-key proficiency
Medical terminology proficiency
Phone and email etiquette
HIPAA regulations
Multitasking and organization
Positive attitude
Attention to detail
Schedule management
Problem-solving
Computer skills
Workload management
Electronic charting
Patient registration
Data entry
Records management
Payment collection and processing
Office administration
Patient relations
Patient care
EMR software
Team leadership
Regulatory compliance
OSHA compliance
Spreadsheet tracking
Follow-up skills
Patient flow
Report preparation
Timeline
Medical Administrative Assistant
Cigna
02.2006 - 12.2025
Caregiver
Arise
04.2004 - 02.2009
Human Resources Intern
Cox Communications
04.2000 - 07.2004
Customer Service Representative
Cigna
04.1997 - 03.2000
Customer Service Representative
Charles Schwab
04.1995 - 03.1997
High School Diploma - General Studies
Deer Valley High School