Merlin Ledesma
Orlando,FL
Summary
Dynamic Referral Coordinator with experience in scheduling and coordinating referrals. Proven track record of efficiently and accurately completing paperwork. Offers strong time management, organizational and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Care Coordinator
Optum, UnitedHealth Group
04.2020 - Current
- Used company software and databases to maintain records of services performed and patient conditions.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Assisted with completion of referral forms and verified data accuracy and completion
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Scheduled appointments with specialists on behalf of clients.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Facilitated referrals to other healthcare providers and resources to bridge service gaps.
- Provided education and instruction to referral sources on referral processes.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Trained new team members on company procedures, customer service and issue resolution.
Front Desk Receptionist
Enlive Medspa
10.2019 - 03.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Entered and updated sensitive customer information during check-in.
Front Desk Receptionist
Ability Rehabilitation
05.2017 - 10.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments.
- Collected copays.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Welcomed patients with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system.
- Assisted Medical Director with schedules for outside providers.
Surgery Scheduler
Filutowski Cataract and LASIK Eye Institute
02.2014 - 05.2017
- Responsibility to schedule YAG, LPI, Pterygiectomy and other minor eye procedures for patients also Cataract surgeries, check in patients who are having LASIK surgery, sign consents, review pre/post op instructions with patients.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Educated patients about surgeries and provided treatment plan documentation.
- Checked patients in and out and collected payments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Work From Home Customer Service Agent
ABC Financial Services
07.2013 - 01.2014
- Directly responsible for handling inbound and outbound calls while providing quality service to customers
- Assists health club staff and members with issues/questions regarding club memberships billing and contracts.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Attended virtual department meetings, contributing to ongoing improvement initiatives and addressing emerging performance concerns.
- Resolved minor to moderate technology faults, supporting constant availability and consistent performance.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
Education
Diploma - Criminal Justice Receptionist/Cashier
Katherine Gibbs School
Manhattan, NYHigh School Diploma -
Harrison High School
Harrison, NJ06.1996
Graphic Arts/Desktop Publishing -
Hudson County Schools of Technology
North Bergen, NJ06.1996
Skills
- Organizational Skills
- Microsoft Windows
- Google Docs
- Citrix
- Medical Terminology
- Microsoft Excel
Timeline
Care Coordinator
Optum, UnitedHealth Group
04.2020 - Current
Front Desk Receptionist
Enlive Medspa
10.2019 - 03.2020
Front Desk Receptionist
Ability Rehabilitation
05.2017 - 10.2019
Surgery Scheduler
Filutowski Cataract and LASIK Eye Institute
02.2014 - 05.2017
Work From Home Customer Service Agent
ABC Financial Services
07.2013 - 01.2014
Diploma - Criminal Justice Receptionist/Cashier
Katherine Gibbs School
High School Diploma -
Harrison High School
Graphic Arts/Desktop Publishing -
Hudson County Schools of Technology
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