Nancy Ortiz
Vista,CA
Summary
Experienced patient representative skilled in case management and service coordination. Proven ability to address complaints, inquiries, and service questions while ensuring patients' access needs are met. Knowledgeable in policies, procedures, and standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Medical Records Clerk
Torrey Pines Orthopedic Medical Group
La Jolla , CA
05.2024 - Current
- Reviewed patient charts for accuracy and completeness.
- Processed incoming medical records requests.
- Maintained a secure filing system for confidential documents.
- Entered data into electronic health record systems.
- Scanned paper records into digital format.
- Responded to inquiries from patients, physicians and other healthcare providers regarding medical records.
- Retrieved patient medical records in response to requests from authorized personnel.
- Assisted in the development of policies and procedures related to the maintenance of accurate medical records.
- Pulled patient charts for upcoming appointments.
- Kept department clean, organized and professional.
- Purged outdated files.
- Ordered and restocked supplies in line with budget limits and office needs.
- Monitored office inventory levels and restocked as necessary.
AVISE Patient Advocate Team Supervisor
EXAGEN
Carlsbad , CA
02.2022 - 04.2024
- Manage heavy inbound and outbound phone calls, handling escalations effectively
- Assist patients in understanding tests, billing processes, financial programs, and insurance matters
- Ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
- Discuss job performance concerns with employees to identify causes and issues and work closely with Human Resources on resolving problems
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports' quality performance and trending call types, and providing coaching on a regular basis
- Maintain a high level of confidentiality while performing all work tasks
- Participate in meetings and recommend changes to policies and procedures
- Respond to escalated patient complaints and provide proper follow-up with patient and staff in a timely manner; escalate to Manager, when required
- Collect payments and insurance information, run eligibility, and generate insurance claims
- Screen and interview potential team candidates, manage team schedules, and conduct call audits
- Oversee bankruptcy procedures and provide ongoing support to team members
- Assess, train, and supervise staff in departmental procedures, protocols, and guidelines.
Auto Mechanic Assistant (Part Time)
A1 Vista Auto Repair
Vista , CA
04.2022 - 12.2023
- Performed routine maintenance tasks such as changing oil, checking fluids, and replacing filters.
- Maintained an organized workspace to ensure efficient workflow throughout the shop environment.
- Ordered replacement parts online when needed for specific repair jobs.
- Ensured compliance with all applicable safety regulations while working on vehicles.
- Operated tools, instruments and equipment safely.
- Maintained accurate and up-to-date inventory records.
- Monitored stock levels to ensure availability of products.
Phone Operator
Clear Balance/Sedona Staffing
La Jolla , CA
01.2019 - 01.2020
- Conducted inbound and outbound calls for a medical collections company, providing patients with program information and resolving billing inquiries
- Collected payments and submitted necessary inquiries regarding accounts
- Negotiated payment arrangements
- Resolved customer concerns in a timely manner
- Meet all performance targets.
- Answered incoming calls and directed them to the appropriate department or individual.
- Provided customer service support for customers with questions or technical issues.
- Maintained a professional demeanor while handling customer calls.
Call Center Operator
Vista Community Clinic
Vista , CA
10.2018 - 12.2018
- Handled high-volume inbound and outbound calls, routed calls, and scheduled appointments across multiple locations
- Accurately entered patient demographics and insurance information into the EHR system
- Verify that insurance eligibility for all appointments has been completed prior to scheduling
- Verified patient information
- Collaborated with clinic staff
- Responded to customer emails in a timely manner.
- Documented calls
- Assisted customers with inquiries, complaints, orders, billing issues, technical support, and other customer service related issues.
- Processing prescription refills
- Collecting patient feedback.
Shipping and Receiving Clerk
Attar Bazaar
Carlsbad , CA
02.2017 - 10.2017
- Received incoming shipments, verifying quantity and quality of items against purchase orders.
- Maintained accurate records of all goods received and distributed in the warehouse.
- Ensured that stock was properly stored in designated areas according to safety regulations.
- Prepared invoices for customers, ensuring accuracy prior to shipment.
- Loaded and unloaded trucks with pallet jacks or forklifts as needed.
- Processed outbound shipments, including packing and labeling products for delivery.
- Monitored inventory levels and re-ordered supplies when necessary.
- Maintained inventory of shipping materials and supplies.
- Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
Receptionist
Agua Lung
Vista , CA
01.2016 - 10.2016
- Greeted visitors, managed multi-international phone calls, and maintained employee directories
- Followed security protocols and managed visitor logs
- Answering phones
- Managing Mail
- Scheduling appointments
- Data entry
- Assisting visitors
- Managing office supplies
- Following security protocols
- Updating directories
- Collaborating with other department on special projects.
- Prepared welcome packages for new hires containing relevant paperwork and other important details.
- Coordinated pick-up and delivery of express mail services.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
Education
Diploma -
Rancho Buena Vista High School
Vista, CA01.2015
Skills
- Effective patient & customer service
- Experience in Nextgen EHR
- Typing speed: 65 WPM
- HIPPA Certified
- Lean Six Sigma
- Experienced in running eligibility
- Skilled in generating insurance claims
- Training new hires
- Relationship Building
- Eligibility Determination
- Verbal and written communication
- Proactive Problem Solving
- Medicaid knowledge
- 10 key typing
- Scheduling appointments
- Data Entry
- Payment Collection
- Records Management
- Written and verbal communication
- Inventory Coordination
- Customer Service
- Medical Records Management
- HIPAA Regulations
- Quality Control Checks
Certification
- lean six sigma
Timeline
Medical Records Clerk
Torrey Pines Orthopedic Medical Group
05.2024 - Current
Auto Mechanic Assistant (Part Time)
A1 Vista Auto Repair
04.2022 - 12.2023
AVISE Patient Advocate Team Supervisor
EXAGEN
02.2022 - 04.2024
Phone Operator
Clear Balance/Sedona Staffing
01.2019 - 01.2020
Call Center Operator
Vista Community Clinic
10.2018 - 12.2018
Shipping and Receiving Clerk
Attar Bazaar
02.2017 - 10.2017
Receptionist
Agua Lung
01.2016 - 10.2016
- lean six sigma
Diploma -
Rancho Buena Vista High School
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