LINDIA LAIDLAW INGRAM
Doral
Summary
Experienced healthcare professional with a strong background in ensuring efficient patient access and administrative processes. Proven ability to collaborate effectively with medical teams and adapt to changing needs. Skilled in managing patient records, scheduling, and providing exceptional customer service. Recognized for reliability and achieving results in high-pressure environments.
Overview
21
21
years of professional experience
Work History
Patient Access Coordinator
Memorial Healthcare System
01.2022 - Current
- Coordinated scheduling, rescheduling, and canceling for more than 30 Physicians across Memorial Healthcare clinics.
- Assisted patients with referrals, created new profiles, processed medication refills, and ensured patient information is up to date.
- Provided empathetic and professional service, maintaining patient confidentiality, and ensuring insurance accuracy.
- Verified accuracy of demographic information entered into system by verifying against driver's license or other forms of identification.
- Handled incoming calls professionally and responded promptly to inquiries or requests for assistance.
- Reviewed documentation submitted by patients for completeness before entering into system.
- Provided exceptional customer service to patients and families, demonstrating effective communication skills.
- Scheduled follow-up appointments as requested by physicians or other healthcare professionals.
- Ensured that medical records were updated with current patient information as needed.
- Contributed to a positive work environment by providing support and assistance to colleagues during peak periods or staff shortages.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
Customer Service Representative
United Nations Service, United Healthcare Insurance
01.2022 - 12.2022
- Responded to customer queries, addressed complaints, and provided detailed information about healthcare policies
- Handled customer complaints and inquiries courteously and efficiently.
- Developed strong customer relationships and loyalty through effective communication.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Package Delivery Driver
Amazon Delivery
01.2021 - 12.2022
- Successfully navigated congested city streets, utilizing GPS navigation systems and maps to ensure timely package delivery.
- Used phone to capture electronic customer signatures upon completion of scheduled deliveries.
- Adhered to assigned routes and followed time schedules to maximize on-time deliveries.
- Provided friendly customer service while delivering packages to residential and commercial locations in a safe manner.
- Demonstrated excellent time management abilities by completing deliveries on schedule with minimal delays.
- Delivered packages to customer locations, meeting established delivery goals.
- Exercised safety and caution to prevent shortages and damage to packages.
- Reviewed orders before and after delivery for accuracy and completeness.
- Operated company vehicles safely in compliance with Department of Transportation guidelines.
- Maintained reliable and prompt attendance to ensure customer satisfaction and timely delivery of packages.
Order Management Specialist
Grainger Panama Services, S. de R.L
01.2017 - 12.2020
- Processed and tracked orders, maintained sales records, and ensured timely shipping
- Managed vendor communications and facilitated large order processing while ensuring pricing accuracy
- Collaborated with sales team to develop strategies for improving customer satisfaction.
- Developed and implemented efficient procedures for order entry, tracking, and fulfillment.
- Identified potential areas of improvement in order management system design.
- Researched discrepancies in orders and took corrective action as needed.
- Provided customer service support to ensure accurate and timely processing of orders.
- Fulfilled orders based on priority, time and date desired by customers.
- Managed customer orders and inquiries in a professional and efficient manner.
- Verified customer and order information for correctness, checking against previously obtained information.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Supported sales team for increased revenue generation by efficiently managing orders and maintaining customer satisfaction.
Senior Sales Support Representative
Dell Panama S. de R.L
11.2004 - 11.2016
- Provided technical support to sales teams by analyzing customer requirements and developing solutions.
- Developed relationships with key customers to increase loyalty and maximize revenue opportunities.
- Identified areas of improvement within existing processes related to sales operations and support functions.
- Performed administrative tasks such as creating purchase orders, invoices, and credit memos, as needed.
- Prepared detailed quotes based on customer needs using pricing guidelines provided by management.
- Monitored customer accounts for opportunities to upsell or cross-sell additional products or services.
- Responded to customer service and product issues, resolving complaints concerning invoices, shipments or product terms of credit.
- Processed customer orders, exchanges, and returns, keeping customers informed about progress.
- Placed special orders, submitted online orders, or contacted other stores to find desired items.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues.
Education
Health Information Management Associate -
Ultimate Medical Academy
08.2025
Business Administration - Tourism & Hotel Industries
Interamericana of Panama University
High School Diploma - undefined
Institute Benigno Jimenez Garay
11.1989
Skills
- Order verification
- MS Office Suite
- Data entry
- Epic
- Order processing
- Order fulfillment
- Customer service
- Multitasking and organization
- Insurance verification
- Patient registration
- Healthcare
- Appointment scheduling
- Electronic health records
LANGUAGES
Spanish - Bilingual
English - Bilingual
Timeline
Patient Access Coordinator
Memorial Healthcare System
01.2022 - Current
Customer Service Representative
United Nations Service, United Healthcare Insurance
01.2022 - 12.2022
Package Delivery Driver
Amazon Delivery
01.2021 - 12.2022
Order Management Specialist
Grainger Panama Services, S. de R.L
01.2017 - 12.2020
Senior Sales Support Representative
Dell Panama S. de R.L
11.2004 - 11.2016
High School Diploma - undefined
Institute Benigno Jimenez Garay
Health Information Management Associate -
Ultimate Medical Academy
Business Administration - Tourism & Hotel Industries
Interamericana of Panama University
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