Mercedes Gould
Summary
Certified pharmacy technician with a passion for healthcare and a desire to help others. Personable and dedicated with keen eye for detail and proactive approach. Possesses foundational knowledge in pharmaceutical terminology and drug interactions, along with excellent organizational and data entry skills. Committed to ensuring accurate medication dispensing and enhancing patient care.
Overview
4
4
years of professional experience
1
1
Language
Work History
Patient Liason
AirSculpt
Janesville
05.2025 - Current
- Managed the schedule of several different locations across the United States and Canada
- Acted as a liaison between patients and medical staff
- Served as the first point of contact for potential patients and routed inquiries as needed
- Provided patients with necessary information and walked them through each procedure
- Processed payments and assisted in applying for financing, as well as utilizing insurance
Patient Experience Specialist
Sono Bello
Scottsdale
07.2024 - 05.2025
- Provided emotional support to patients and families, resulting in a better patient experience and improved satisfaction scores
- Acted as a liaison between consultants, surgeons, and patients to ensure prompt and accurate communication
- Managed the schedules of all medical staff and non-invasive technicians
- Audited patient charts to ensure accuracy of information
- Processed payments and assisted patients in applying for financing
Surgical Authorization Specialist
The CORE Institute
Phoenix
07.2023 - 07.2024
- Verified patient eligibility, determined benefits, and obtained surgical pre-authorization
- Handled all STAT cases to ensure timely and quality patient care
- Acted as a liaison between the ordering provider, the patient, and the insurance companies
- Built a rapport with patients and insurance representatives
- Explained prior authorization requirements to patients and handled complaints in a friendly and timely manner
- Coordinated provider schedules and facilitated peer to peer discussions
- Conducted negotiations on behalf of patients and providers regarding denied procedures
Scheduler and Authorization Representative
SimonMed Imaging
Phoenix
12.2022 - 04.2023
- Served as a friendly, hardworking, and punctual employee.
- Handled inbound calls to schedule radiology appointments
- Coordinated schedules of several sites and patients
- Served as a liaison between patients, providers, and sites
- Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
- Appropriately handled all PHI per HIPAA guidelines
- Verified patient eligibility, determined radiology benefits, and obtained insurance pre-authorization prior to patient's exams
- Contacted referring providers for clinical documentation
- Obtained prior authorizations via multiple methods including online portal and by phone
- Exceeded expected daily quota by 50% or more
- Built an excellent rapport with insurance and provider representatives
- Explained the prior authorization process to patients and handled complaints with compassion
- Served as a liaison between scheduling, prior authorization, and medical records departments
- Trained incoming representatives on how to maximize productivity
Education
Pharmacy Technician -
US Career Institute
Fort Collins, CO07-2026
Skills
- Communication Skills
- Customer Service
- Interpersonal Skills
- Customer Support
- Multitasking and organization
- HIPAA compliance
- Electronic health records
- Phone and email etiquette
- Data entry
- Insurance verification
LANGUAGES
Spanish
Timeline
Patient Liason
AirSculpt
05.2025 - Current
Patient Experience Specialist
Sono Bello
07.2024 - 05.2025
Surgical Authorization Specialist
The CORE Institute
07.2023 - 07.2024
Scheduler and Authorization Representative
SimonMed Imaging
12.2022 - 04.2023
Pharmacy Technician -
US Career Institute