MICHELLE ORTIZ
PLANT CITY,FL
Summary
Experienced in healthcare support roles, known for exceptional multitasking and patient education. Strong background in HIPAA compliance and insurance verification, ready to enhance operational efficiency and patient satisfaction.
Dedicated professional with strong customer service skills and a focus on HIPAA compliance. Proven ability to resolve inquiries and maintain patient confidentiality, ensuring a safe and respectful environment.
Detail-oriented security professional with experience in incident reporting and monitoring premises for safety. Skilled in relationship building and problem-solving, committed to maintaining a secure environment while providing superior service.
Overview
18
18
years of professional experience
Work History
Security Officer
Sunstates Security
02.2026 - Current
- Monitored premises to ensure safety and security of personnel and property.
- Conducted routine patrols to identify and address potential security breaches.
- Responded promptly to alarms and emergencies, ensuring swift resolution of incidents.
- Assisted in maintaining accurate logs of daily activities and incidents.
- Collaborated with law enforcement during investigations as needed for incident reports.
- Provided excellent customer service by addressing inquiries from clients and visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Reported suspicious activities and persons to law enforcement.
Customer Service Representative
TTEC HEALTHCARE SOLUTIONS
09.2020 - 04.2025
- Coordinated appointment scheduling, ensuring optimal patient flow and timely service delivery.
- Resolved customer inquiries regarding insurance coverage and medical services efficiently.
- Educated patients on healthcare policies, enhancing understanding of coverage options and procedures.
- Streamlined communication between departments to improve service response times and patient satisfaction.
- Developed training materials to enhance team knowledge of healthcare regulations and software systems.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Collaborated with team members to identify areas for improvement in customer service processes, implementing changes as needed.
- Collaborated with healthcare providers to resolve billing inquiries and disputes effectively.
- Verified insurance of patients to determine eligibility.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Managed appeals process for denied claims, resulting in successful reimbursements from insurance companies.
- Filed and updated patient information and medical records.
- Implemented quality control measures to identify potential errors before submitting claims, reducing rejections significantly.
- Negotiated with insurance providers to resolve payment disputes, ensuring fair compensation for services rendered.
- Developed and maintained strong relationships with healthcare professionals to enhance product visibility.
- Conducted detailed presentations on product benefits to medical staff, ensuring comprehensive understanding of offerings.
- Collaborated with cross-functional teams to align marketing strategies with sales objectives and customer needs.
- Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
- Leveraged strong communication skills to present complex medical information in an easily digestible manner for diverse audiences.
- Implemented effective follow-up protocols, ensuring timely responses to customer inquiries and concerns.
- Managed high-volume call operations, ensuring timely responses to patient inquiries and appointment requests.
- Implemented process improvements that reduced scheduling conflicts and enhanced patient satisfaction.
- Collaborated with healthcare providers to streamline appointment availability and enhance service delivery.
- Monitored appointment schedules, proactively identifying and resolving potential issues before they escalated.
- Maintained patient confidentiality by strictly adhering to HIPAA regulations while handling sensitive personal information.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing cancellations.
- Managed complex schedules for multiple healthcare providers, ensuring timely patient care and provider availability.
- Anticipated scheduling conflicts and proactively resolved them before they impacted patient care or provider availability.
- Provided exceptional customer service to patients, addressing inquiries and resolving issues related to scheduling or billing concerns.
- Developed strong relationships with referring physicians'' offices, facilitating seamless coordination of shared patients'' appointments.
- Maximized revenue by diligently verifying insurance coverage and obtaining necessary pre-authorizations for appointments.
Crew Member
Pizza Hut
02.2020 - 08.2020
- Operated kitchen equipment to prepare food items efficiently and maintain quality standards.
- Collaborated with team members to execute timely order preparation during peak hours.
- Ensured compliance with health and safety regulations while maintaining clean work areas.
- Trained new crew members on operational procedures and customer service best practices.
- Assisted in inventory management by monitoring stock levels and conducting regular audits.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Promoted a positive work environment through effective communication and teamwork among staff members.
Medical Representative
Orange Blossom Family Health
01.2009 - 05.2012
- Analyzed market trends and competitor activities to identify opportunities for business growth and expansion.
- Trained new representatives on product knowledge, sales techniques, and company protocols to ensure consistency in approach.
- Implemented feedback mechanisms to gather insights from clients, driving improvements in service delivery and product features.
- Monitored inventory levels and managed supply chain logistics to ensure timely availability of products in the market.
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
- Assisted physicians with patient education efforts, providing resources and support as needed.
- Assisted healthcare providers with patient examinations and procedures, ensuring comfort and safety.
- Managed patient intake processes, including scheduling appointments and maintaining accurate medical records.
- Educated patients on treatment plans and preventative care, enhancing their understanding of health management.
- Monitored inventory of medical supplies, negotiating with vendors to ensure cost-effective procurement practices.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Coordinated patient appointments using electronic scheduling systems to optimize clinic efficiency.
- Improved communication between the front desk and clinical staff by providing accurate, up-to-date appointment information.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted in maintaining a clean, organized work environment that fostered efficient daily operations within the clinic setting.
- Coordinated special accommodations for patients with specific needs or requests, ensuring their comfort during appointments.
- Supported clinic operations by assisting with administrative tasks such as filing, data entry, and phone management when needed.
- Promoted a positive office culture through clear communication, collaboration, and mutual respect among team members during all aspects of appointment scheduling tasks.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
Education
High School Diploma -
MAYNARD EVANS HIGH SCHOOL
Orlando, FL05-2008
MEDICAL ASSISTANT - MEDICAL ASSISTANT
EVEREST UNIVERSITY
Orlando, FL05-2009
Skills
- Report writing
- Incident reporting
- Security guard license
- General security
- CCTV surveillance
- CCTV monitoring
- Superior customer service
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Appointment scheduling
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Follow-up skills
- Medical billing
- Policy adherence
- Referral coordination
- Empathy and patience
- Insurance claims follow-up
- Record maintenance
- Patient eligibility verification
- Multitasking and organization
- Customer service
- Problem-solving
- Data entry
- Quality assurance
- Phone and email etiquette
- Relationship building
- Eligibility determination
- Scheduling diagnostic procedures
- Patient education
- Work quality evaluation
- Friendly and outgoing
- Customer follow-up
- Verbal and written communication
- Electronic health records
- Conflict resolution
- Policy understanding
- Medical coding
Timeline
Security Officer
Sunstates Security
02.2026 - Current
Customer Service Representative
TTEC HEALTHCARE SOLUTIONS
09.2020 - 04.2025
Crew Member
Pizza Hut
02.2020 - 08.2020
Medical Representative
Orange Blossom Family Health
01.2009 - 05.2012
MEDICAL ASSISTANT - MEDICAL ASSISTANT
EVEREST UNIVERSITY
High School Diploma -
MAYNARD EVANS HIGH SCHOOL