LILIANA CORTEZ
Administrative Assistant
Lancaster,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Seeking opportunities to expand skills while facilitating company growth.
Overview
18
18
years of professional experience
Work History
Administrative Assistant II
UCLA Health
Santa Monica, CA
07.2023 - Current
- Checked patients in and out for appointments and collected co-payments. Informed patients of financial responsibilities prior to rendering services.
- Protected patients by observing strict HIPAA guidelines. Entered insurance, demographics and health history into patient database.
- Scheduled appointments, optimizing patient satisfaction.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Provide secretarial and office management support while building cooperative working relationships.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Applied knowledge of medical terminology and insurance processes to support office administration productivity.
- Straightened up waiting room to maintain neat and organized space.
- Volunteered to help with special projects of varying degrees of complexity.
Patient Coordinator
Keck Medical Center of USC
Beverly Hills, CA
01.2022 - 07.2023
- Assisted patients with canceling and rescheduling appointments.
- Reviewed insurance information with patients and processed copays.
- Routed calls and correspondence to appropriate medical staff.
- Filed appointment documents and organized clerical supplies.
- Prevented double bookings and set aside appropriate time in between appointments.
- Followed up with patients and confirmed appointments.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Communicated with patients with compassion while keeping medical information private.
- Managed front office customer service, appointment management, billing and administration tasks.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Ordered and maintained supply inventory for medical office.
- Worked closely with three different specialties. Endocrinology, Internal Medicine, Neurology.
Medical Customer Service Rep
Keck Medicine Of USC
City of Los Angeles, CA
09.2016 - 01.2022
- Handle all incoming calls promptly and in a polite and professional manner.
- Obtain and enter accurate demographic information using Power Chart, Startel and Sales Force.
- Answer questions and offer other information as requested.
- Understanding of when to escalate calls to physician’s/practice manager/triage nurse or Supervisor
- Assisted the Department of Upper GI and General Surgery with registering New Patient’s for the Bariatric Weight Seminar
- Assisted Scheduling Department with pre-registrations and upload Orders to patients charts.
- Answered patient questions and fielded complaints to resolve issues.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Obtained proper authorization and identification to release confidential medical records.
Customer Service Rep / Assistant
Home Organizers
City of Industry, CA
04.2015 - 09.2016
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered inbound calls, chats and emails to facilitate customer service.
- Made outbound calls to obtain account information.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Barista
Starbucks
Los Angeles, CA
08.2006 - 09.2011
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Stocked customer service stations with paper products or beverage preparation items.
- Described menu items to customers and suggested products based on stated preferences.
- Collected payments and provided accurate change.
- Followed health, safety and sanitation guidelines to pass state inspections.
- Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
- Memorized official and off-menu coffee and tea preparations.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Received and accurately processed customer payments.
- Maintained calm demeanor during high-volume periods and special events.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
Education
Associate of Science - Health Administration
East Los Angeles College
Los Angeles, CA06.2024
Basic Life Support (BSL) -
American Heart Association
Los Angeles, California11.2020
SureFire CPR -
SureFire
Los Angeles, California07.2020
High School Diploma -
Roosevelt High School
01.2008
Skills
- Documentation and Reporting
- Telephone Etiquette
- Problem-Solving
- Data Entry
- Schedule Management
- Strong Work Ethic
- Quality Assurance
- Multitasking and Organization
- Schedule Coordination
- Office Management
References
References:
Available upon request
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Administrative Assistant II
UCLA Health
07.2023 - Current
Patient Coordinator
Keck Medical Center of USC
01.2022 - 07.2023
Medical Customer Service Rep
Keck Medicine Of USC
09.2016 - 01.2022
Customer Service Rep / Assistant
Home Organizers
04.2015 - 09.2016
Barista
Starbucks
08.2006 - 09.2011
Associate of Science - Health Administration
East Los Angeles College
Basic Life Support (BSL) -
American Heart Association
SureFire CPR -
SureFire
High School Diploma -
Roosevelt High School