Nancy Vergara
Los Angeles,CA
Summary
Proven adaptability and problem-solving , honed at Olive View Medical Center, where I enhanced patient satisfaction and streamlined insurance verification processes. My blend of empathetic customer service and efficient, HIPAA-compliant data management, coupled with strong teamwork, consistently exceeds service standards, driving significant improvements in healthcare access and patient experience.
Overview
24
24
years of professional experience
Work History
Patient Resource Worker
Olive View Medical Center / Harbor Medical Center
11.2020 - Current
- Exhibited professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy.
- Responded proactively and positively to rapid change.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Updated patient records with accurate, current insurance policy information.
- Optimized productivity within the department by prioritizing tasks according to urgency and importance levels.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Expedited patient registration process by efficiently validating eligibility for various insurance plans.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
Customer Service Representative
Wellth
03.2019 - 10.2020
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Responded proactively and positively to rapid change.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Community Program Representative
Venice Family Clinic
03.2001 - 09.2014
- Coordinated communications between management, staff and customers.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Performed various administrative tasks by filing, copying and faxing documents.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Prepared and processed patient referrals and transfer requests.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
Education
General Education
El Camino College
Torrance, CA01-2001
Skills
- Teamwork and Collaboration
- Reliability
- Adaptability and Flexibility
- Problem-Solving
Languages
Spanish
Native or Bilingual
Timeline
Patient Resource Worker
Olive View Medical Center / Harbor Medical Center
11.2020 - Current
Customer Service Representative
Wellth
03.2019 - 10.2020
Community Program Representative
Venice Family Clinic
03.2001 - 09.2014
General Education
El Camino College
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