Mae Lacuesta
Las Vegas
Summary
Aspiring to secure a challenging and fulfilling role within a dynamic organization, leveraging skills and experience to drive growth and success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Receptionist/Admission Representative
Spring Mountain Treatment Center
Las Vegas
12.2025 - Current
- Greet patients and visitors warmly upon arrival to create a welcoming atmosphere.
- Manage patient check-in and check-out processes efficiently.
- Answered multi-line phone system, efficiently resolving patient inquiries to enhance service experience.
- Processed insurance verifications and collected patient information accurately.
- Ensured compliance with HIPAA regulations in all patient interactions.
- Communicated daily with physicians, nursing staff, technicians, and medical assistants to ensure seamless operations.
- Communicated with patients with compassion while keeping medical information private.
- Direct phone inquiries to appropriate staff, ensuring timely responses.
- Maintained accurate and secure patient records, ensuring compliance with HIPAA regulations to protect patient privacy.
- Assist with insurance claims management and address billing inquiries.
Senior Loan Officer
Hawaii Mortgage Experts
Honolulu
03.2017 - Current
- Collected financial records, reviewed and authorized loans for approval, ensuring alignment with lending policies.
- Meet with applicants to determine their creditworthiness before deciding whether or not to offer them a mortgage loan.
- Guided clients through mortgage options to meet individual financial needs.
- Assessed borrower eligibility and risk factors by reviewing credit reports to make informed lending decisions.
- Analyzed financial information provided by clients to determine repayment ability and appropriate loan amount.
- Negotiated loan terms and conditions with clients, including interest rates and repayment plans, to meet financial objectives.
- Provided guidance to customers regarding loan products, eligibility requirements, application processes, documentation requirements.
- Developed strong relationships with clients to foster trust and loyalty.
- Collaborated with real estate agents to streamline loan processing procedures.
Retention Agent
Cox Communications Inc.
Las Vegas
06.2022 - 01.2026
- Engaged with customers considering downgrades or disconnections to address concerns and offer solutions.
- Assisted customers with service inquiries and account management tasks.
- Resolved customer issues through effective communication and problem-solving techniques.
- Educated clients on product offerings and benefits of services provided.
- Collaborated with team members to enhance customer retention strategies.
- Documented customer interactions accurately in internal systems for tracking purposes.
- Facilitated training sessions for new retention agents on best practices.
- Maintained knowledge of industry developments to provide informed support to clients.
- Conducted regular follow-up calls with existing customers to ensure their continued satisfaction with services provided.
- Performed outbound calling campaigns to current customers in order to encourage repeat business and loyalty programs participation.
- Assisted customers with inquiries regarding account information, billing and service-related issues.
- Provided technical support when needed by troubleshooting issues related to product features or functionality.
- Suggested new products or services based on individual needs identified during conversations with customers.
- Upsold and cross-sold products, striving to retain every customer interaction.
- Negotiated pricing and identified new opportunities while discussing competitors and value of Cox.
Medical Claims Adjuster
Hawaii Medical Service Association
Honolulu
03.2014 - 03.2017
- Evaluated medical claims for accuracy and compliance with policies.
- Reviewed documentation to determine eligibility and coverage details.
- Coordinated with healthcare providers to clarify claim information, ensuring accurate processing and timely resolutions.
- Processed appeals for denied claims according to regulations.
- Identified and implemented process improvements that streamlined claims handling and reduced processing time.
- Maintained detailed records of claims adjustments and resolutions.
- Advised healthcare providers on proper coding techniques when submitting insurance claims.
- Conducted periodic audits of existing processes used for adjusting medical claims.
- Performed quality assurance reviews of submitted insurance claims prior to payment approval.
- Documented all decisions made on claims in accordance with established guidelines.
- Reviewed medical records to assess appropriateness of services rendered and billed, ensuring compliance with insurance policies.
- Participated in training sessions designed to keep current on industry-specific regulations.
- Investigated discrepancies in medical billing codes, patient information, and other data related to claims processing.
Receptionist
Haleiwa Family Health Center
Hale'iwa
10.2010 - 03.2014
- Managed multi-line phone system, promptly addressing patient inquiries to enhance service quality.
- Scheduled appointments and coordinated with healthcare providers daily.
- Maintained patient records using electronic health record systems securely.
- Managed patient check-in and check-out processes efficiently.
- Processed insurance verifications and collected patient information accurately.
- Clarified patients' financial responsibilities to ensure understanding before treatment.
- Assisted in billing inquiries, providing clear communication to patients.
- Ensured compliance with HIPAA regulations in all patient interactions.
- Protected patients by observing strict HIPAA guidelines.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Coordinated referrals for specialist care, ensuring timely follow-up for patients based on physician requests.
- Performed data entry tasks related to billing and collections procedures.
- Provided support to clinical staff during patient visits, including rooming patients, collecting vital signs and documenting chief complaints.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Communicated with patients with compassion while keeping medical information private.
- Trained new reception staff on office procedures and software usage.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Sent lab and diagnostic results to the correct staff for efficient patient care.
- Compiled and coded patient information or data in appropriate computer system.
Education
High School Diploma -
Waipahu High School
Waipahu, HI05-2004
Certification
NMLS, 03/01/17, Present, 1527824, 77933
Professional Summary - Career Objective
To obtain a challenging and rewarding position in a dynamic organization where I can utilize my skills and experience to contribute to the growth and success of the company.
Accomplishments
- Top Performer Retention Agent 2025
Timeline
Receptionist/Admission Representative
Spring Mountain Treatment Center
12.2025 - Current
Retention Agent
Cox Communications Inc.
06.2022 - 01.2026
Senior Loan Officer
Hawaii Mortgage Experts
03.2017 - Current
Medical Claims Adjuster
Hawaii Medical Service Association
03.2014 - 03.2017
Receptionist
Haleiwa Family Health Center
10.2010 - 03.2014
High School Diploma -
Waipahu High School