Lizbeth Sevilla
Orlando,Florida
Summary
Helpful Patient Care Representative with 5 years of patient services talents. Highly organized and communicative with a strong history of medical office operations. Experienced in eClinicalWorks (ECW), Microsoft, Excel software, and EHR/EMR. Focused patient care professional accustomed to prioritizing and delivering basic patient care.
Overview
8
8
years of professional experience
Work History
Patient Care Representative
CenterWell Senior Primary Care
Orlando, FL
10.2017 - Current
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Screened patients for financial assistance and aided in preparing required funding documents.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Worked with patients and families to develop future plans and discuss care actions.
- Monitored ongoing care and proactively corrected problems.
- Resolved problems with communication and billing to foster seamless services.
- Liaised between hospital departments to facilitate effective communication.
- Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
- Maximized preventive care utilization to reduce hospital burden and help eliminate readmissions.
- Coordinated charitable, government and community resources for patients.
- Increased utilization of preventive care to reduce readmissions.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Scheduled approximately 300 patients per week and made reminder calls.
- Handled prescription refill requests.
- Answered patient assistance calls, assessed needs and offered qualified support.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recorded account information to open new customer accounts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and clients.
- Trained new personnel regarding company operations, policies and services.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided primary customer support to internal and external customers.
Activity Care Coordinator
Orlando Family Physicians
Orlando, United States
06.2016 - 09.2017
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of activities.
- Used company software and databases to maintain records of services performed and patient conditions.
- Built strong relationships with patients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization and activity while providing personal care assistance.
- Entertained, conversed and read aloud to keep patients mentally alert.
- Recorded account information to open new customer accounts.
- Coordinated, planned, developed and implemented activities designed for the patients.
Education
BBA - Business Administration With A Mayor in Accounting
University of Puerto Rico - Bayamon
Bayamon, PR05.2013
Skills
- Resolving Problems
- Knowledge of Community Services and Programs
- Complaint Investigation
- Quality Standards and Protocols
- Organized and Efficient
- Gathering Information from Patients
- Patient Needs Assessment and Referral
- Verbal and Written Communication
- Customer Account Management
- Computer Proficiency
- Patient and Empathetic
- Document and Records Management
- Inbound and Outbound Calling
- LiveChat Messaging
- Data Entry and Maintenance
- Responding to Difficult Customers
- Customer Data Confidentiality
- Multitasking and Prioritization
- Understanding Customer Needs
- Customer Retention Strategies
Languages
English
Spanish
Timeline
Patient Care Representative
CenterWell Senior Primary Care
10.2017 - Current
Activity Care Coordinator
Orlando Family Physicians
06.2016 - 09.2017
BBA - Business Administration With A Mayor in Accounting
University of Puerto Rico - Bayamon
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