Narissa Cano
Valley Children's Hospital
FRESNO,CA
17
years of professional experience
Detail-oriented dispatcher with a proven track record in customer service, active listening, and problem-solving. Adept at managing high-stress situations to ensure timely responses and effective communication.
Work History
Dispatcher
3 Years 7 Months- Coordinated communication between medical staff and emergency services to ensure timely patient care.
- Monitored and prioritized incoming requests, efficiently dispatching resources to critical situations.
- Trained new dispatchers on hospital procedures and software systems to maintain high service standards.
- Oversaw daily operations of dispatch center, ensuring adherence to safety regulations and best practices.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Answered phone calls and responded to customer emails.
Patient Access Representative
5 Years 2 Months- Managed insurance verification for patients, streamlining pre-authorization processes to enhance service delivery.
- Coordinated patient registration processes to ensure accurate data collection and compliance with healthcare regulations.
- Provided exceptional customer service by addressing patient inquiries and resolving issues efficiently.
- Trained new staff on system protocols and best practices for effective patient access operations.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared and processed patient referrals and transfer requests.
- Processed medical insurance claims and payments.
Call Center Representative
7 Years 10 Months- Provided exceptional customer service, addressing inquiries and resolving concerns effectively.
- Educated clients on services offered, ensuring understanding of reproductive health options.
- Collaborated with healthcare teams to streamline communication and improve patient care processes.
- Utilized electronic health record systems to manage patient information and maintain confidentiality.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Met customer call guidelines for service levels, handling time and productivity.
Education
Associate of Science - General Studies
Skills
Epic software proficiency
Information management
Decision analysis
Prioritizing calls
Multitasking
Call management
Emergency response
Problem solving
Decision analysis
Customer service
Active listening
Microsoft office
Timeline
Dispatcher
Valley Children's Hospital
01.2023 - CurrentRead More
Patient Access Representative
Fresno Community Hospital
11.2017 - 01.2023Read More
Call Center Representative
Planned Parenthood Mar Monte
01.2010 - 11.2017Read More
San Joaquin Valley College
Associate of Science from General Studies
Read More