Lorena Yanez
Fort Bragg,CA
Summary
Adept at enhancing operational efficiency and conflict mediation, I leveraged data evaluation and compassionate customer service at Adventist Health Ukiah Valley to significantly improve client satisfaction. My expertise in verifying coverage and streamlining communication processes has consistently achieved notable outcomes, demonstrating a blend of analytical and interpersonal skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Associate
Adventist Health Ukiah Valley
Fort Bragg, CA
08.2022 - 02.2024
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices
- Maintained and managed customer files and databases
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems
- Responded to customer needs through competent customer service and prompt problem-solving
Access Coordinator II
Mendocino Coast District Hospital
Fort Bragg, CA
03.2011 - 04.2013
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Stayed calm under pressure to and successfully dealt with difficult situations
Med-Surg Unit Clerk
Mendocino Coast District Hospital
Fort Bragg, CA
11.2008 - 02.2011
- Interacted with customers by phone, email, or in-person to provide information
- Answered unit calls and took messages for healthcare staff to maximize team productivity
- Delivered clerical support by handling range of routine and special requirements
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records
- Monitored and communicated patient dietary plans to carry out physician orders and prevent errors
- Provided clerical support, addressing routine, and special requirements
- Prepared admissions charts and scanned records
- Answered multi-line telephone system, provided information, and directed calls
- Responded to and resolved diverse patient issues with speedy and knowledgeable assistance
- Arranged discharges and patient transportations
- Obtained and organized medical records for office visits and scheduled labs
- Coordinated diagnostic tests, collection of samples and transportation to scanning rooms
- Received and routed laboratory results to correct clinical staff members
- Prepared and processed patient referrals and transfer requests
- Organized and maintained patient chart filing system to promote quick data finding for staff
- Completed administrative patient intakes with case histories, insurance information and mandated forms
Outreach Worker
Mendocino Coast Clinics
Fort Bragg, CA
05.2006 - 11.2008
- Monitored progress towards service plan goals
- Developed and maintained relationships with community organizations and agencies
- Developed and maintained accurate records of programs and services
- Facilitated communication between clients and other service providers
- Provided support to social service clients in navigating available resources
- Cultivated and maintained relationships with community members to facilitate outreach activities
Certified Medical Interpreter
Mendocino Coast Clinics
Fort Bragg, CA
03.2005 - 05.2006
- Streamlined patient and provider interaction by providing channel of effective communication
- Followed ethical codes to protect confidentiality of patient medical information
- Interpreted services to families during process of scheduling initial visit and coordination of ongoing treatment
- Converted written materials from one language to another such as books, publications or web pages
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms
- Verified understood medical information for patients by simplifying any jargon
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency
- Equipped healthcare providers with cultural information to promote appropriate provision of health services
- Translated procedural information to facilitate understanding between doctors and patients
- Maintained message content, tone, and emotion as closely as possible
- Collaborated with team to translate series of documents from English to other languages
- Completed precise translations of official documents with correct words and phrasing to meet legal standards
- Proofread, edited and improved documents of different sizes
Education
Associate of Science - Allied Health
Mendocino College
Ukiah, CA05-2024
High School Diploma -
Fort Bragg High School
Fort Bragg, CA06.2003
Skills
- Data Evaluation
- Verifying Coverage
- Conflict Mediation
- Application Reviews
- Obtaining Referrals
- Accounts Payable and Accounts Receivable
- Monthly Closings
- Cash Register Operations
- Providing Feedback
- Inbound Customer Service
- Operational Efficiency
- Closing Procedures
Affiliations
- Bible teacher
- Avid gardner
- Play the piano
Languages
Spanish, Native or Bilingual
Languages
Spanish
Professional
Certification
- American Council on the Teaching of Foreign Languages Certified
- Basic Life Support Certified
Timeline
Customer Care Associate
Adventist Health Ukiah Valley
08.2022 - 02.2024
Access Coordinator II
Mendocino Coast District Hospital
03.2011 - 04.2013
Med-Surg Unit Clerk
Mendocino Coast District Hospital
11.2008 - 02.2011
Outreach Worker
Mendocino Coast Clinics
05.2006 - 11.2008
Certified Medical Interpreter
Mendocino Coast Clinics
03.2005 - 05.2006
- American Council on the Teaching of Foreign Languages Certified
- Basic Life Support Certified
Associate of Science - Allied Health
Mendocino College
High School Diploma -
Fort Bragg High School
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