Nayelie Perez
Menifee,CA
Summary
Dynamic Patient Support Representative with a proven track record at Optum, excelling in customer service and HIPAA compliance. Skilled in conflict resolution and adept at managing high-volume calls, I consistently enhance patient satisfaction and retention through effective communication and meticulous record-keeping. Committed to fostering a collaborative team environment.
Overview
9
9
years of professional experience
Work History
Patient Support Representative
Optum
Torrance, CA
01.2020 - 03.2025
- Answered high-volume inbound calls with professionalism and empathy, assisting patients with appointment scheduling, insurance verification, prescription refills, and general inquiries.
- Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality of health information.
- Maintained performance metrics, including average handle time, call resolution, and customer satisfaction, contributing to overall team efficiency and patient retention.
- Demonstrated strong multitasking skills by navigating multiple systems while maintaining high levels of accuracy and professionalism.
Salon Front Desk Coordinator/Administrative Assistant
Eluzai Hair Salon
Whittier, CA
02.2016 - 12.2019
- Greeted clients with professionalism and warmth, managing appointment scheduling, cancellations, and walk-ins.
- Answered phones, responded to emails, and provided accurate information on services, pricing, and stylist availability.
- Maintained organized client records, processed payments, and handled cash register and POS system transactions.
- Ensured smooth daily operations by coordinating staff schedules, managing inventory of beauty products and supplies, and supporting salon cleanliness and presentation.
Education
Bachelor of Science - Criminal Justice
Westwood College
Anaheim, CA03-2014
Skills
- Team collaboration
- Conflict resolution
- Data entry and record keeping
- Customer service and client resolutions
- Multi-line phone systems
- Call center platforms
- Excellent verbal and written communication
- Electronic medical records
- HIPAA compliance
- Appointment scheduling and calendar management
Languages
Spanish
Professional
Timeline
Patient Support Representative
Optum
01.2020 - 03.2025
Salon Front Desk Coordinator/Administrative Assistant
Eluzai Hair Salon
02.2016 - 12.2019
Bachelor of Science - Criminal Justice
Westwood College
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