Lori Lopez
Brownsville
Summary
Professional scheduling expert, bringing valuable experience in coordinating and optimizing workflows. Proven ability to streamline processes and enhance efficiency through detailed planning and precise execution. Known for strong team collaboration and adaptability, excelling in dynamic environments with focus on achieving results with a proven track record at Texas Oncology excelling in customer service and insurance verification. Enhanced patient satisfaction through effective scheduling and empathetic communication, significantly reducing claim denials. Adept at multitasking and maintaining confidentiality, ensuring seamless operations in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Patient Benefits Representative/Medical Records Clerk
Texas Oncology
03.2024 - Current
- Improved patient satisfaction by addressing inquiries and resolving issues related to benefits, eligibility, and coverage.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Conducted comprehensive patient intake interviews to assess financial needs and determine appropriate benefit programs or assistance options.
- Established a positive rapport with patients during encounters while maintaining strict confidentiality standards as required under HIPAA regulations.
- Reduced claim denials through diligent verification of patient insurance information and coordination with billing departments.
- Provided exceptional customer service during high-stress situations, displaying empathy and professionalism when addressing sensitive patient concerns.
- Checked employees' benefits enrollment for accuracy and inputted all data into Athena.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient confidence by keeping patient records information confidential.
- Printed and photocopied documents to provide patients with copies of medical records.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Acted as first point of contact and set appointments for prospective clients.
- Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into the workplace environment.
Telephone Operator/Medical Records Clerk
Texas Oncology
11.2018 - 10.2022
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained accurate records of calls placed and received.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Increased appointment scheduling efficiency by implementing user-friendly software systems.
- Sustained accurate record-keeping of all scheduled appointments using CRM software, ensuring easy access to pertinent information for all team members.
- Set up appointments with interested customers according to schedule availability.
Receptionist/Scheduler
Rio Gastroenterology
08.2017 - 10.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Worked closely with referring physicians'' offices to coordinate timely referrals for diagnostic imaging services, expediting patient care when necessary.
- Upheld HIPAA regulations and standards for protecting patient information.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Scheduled appointments for diagnostic tests, procedures, and consultations.
- Prioritized scheduling based on STAT needs and other factors.
- Contacted patients to schedule appointments and provide special instructions and directions.
Receptionist/Scheduler
Harlingen Gastroenterology
03.2007 - 08.2017
- Scheduled appointments for diagnostic tests, procedures, and consultations.
- Managed and maintained patient appointment schedules in a computer system.
- Contacted patients to schedule appointments and provide instructions.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Improved scheduling flexibility, accommodating patient requests and emergencies with minimal impact on planned procedures.
- Educated patients about surgeries and provided treatment plan documentation.
- Collated pre-operative lab and imaging results to facilitate surgery planning.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled, coordinated and confirmed appointments.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Confirmed appointments, communicated with clients, and updated client records.
Education
Certified Nurse Assistant
New Start School
McAllen, TX06-2016
Medical Insurance Coding Specialist
Vanguard Institute of Technology
Harlingen, TX03-2007
High School Diploma -
San Benito High School
San Benito, TX06-2006
Skills
- Customer service
- Teamwork and collaboration
- Effective multitasking
- Schedule coordination
- Schedule management
- Telephone etiquette
- Medical terminology
- Patient scheduling
- Recordkeeping expertise
- Insurance verification
- Organization skills
- Time management
- Telephone skills
- Data entry
- Documentation and reporting
Timeline
Patient Benefits Representative/Medical Records Clerk
Texas Oncology
03.2024 - Current
Telephone Operator/Medical Records Clerk
Texas Oncology
11.2018 - 10.2022
Receptionist/Scheduler
Rio Gastroenterology
08.2017 - 10.2018
Receptionist/Scheduler
Harlingen Gastroenterology
03.2007 - 08.2017
Certified Nurse Assistant
New Start School
Medical Insurance Coding Specialist
Vanguard Institute of Technology
High School Diploma -
San Benito High School
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