Nicole Fuentes Delgado

• Ability to support customer service calls for multiple lines of business
• Proficient in the use of Department resources (CS Notebook, Protocols, VRM etc.)
• Providing assistance by answering questions while on calls to other employees Via Teams
• Receive inbound phone inquiries from requester clients regarding patient medical records (12 - 17 calls per hour)
• Manage customer concerns and questions regarding status of requests, invoice/fee issues, request remediation, etc.
• Actively document call details in VRM and RingCentral during call handling to ensure timely call resolution (ACW >40 seconds)
• Respond to all calls in a professional manner consistent with identified standards and metrics (QA Score of >93)
• Manage requests queues for client support made via voicemail and/or email (20 per hour)
• Training for new hires
• Ability to data enter request
• Maintain positive relationships with customers and ROI requestors (attorneys, insurance companies, state disability
• offices, record copy services, peer organizations, doctor’s offices, patients, and others) including internal customers
• Maintain strong knowledge of HIPAA, HITECH, state/federal rulings, and statutes, as well as customer specific requirements
• Adhere to schedule for Breaks/Lunches, minimize time in “unavailable and consistently achieve a “Working Rate” of >85%
• Ensure that queued calls are answered timely (Call refusal average of >1 per day)
• Limit unscheduled absences (no more than 5 unscheduled absences in a 12-month period)
• Live by and promote Verisma Core Values
• Performs other duties as assigned to meet the needs of the department and the Company

Provide stellar customer service to claimants, providers, and clients regarding claims.

Maintaining accurate service logs.

Interpreting and applying provisions of manuals, SPD'S, medical terminology, and insurance claims.

Completing special projects as assigned.

Inbound & Outbound Calling.

Training other employees.

Emails.

Taking Payments.

Appeals statuses.

• Fostered strong relationships with patients and their families by providing compassionate support and answering questions about medical care.
• Ensured compliance with HIPAA regulations through meticulous handling of sensitive patient information.
• Assisted physicians with medical procedures, ensuring high-quality patient care and safety.
• Prepared examination rooms for patients, maintaining a clean and organized environment for optimal care delivery.
• Take Complete HPI for patients.
• Prior Authorizations
• Submitting Appeals
• Created new patient charts and scanned documentation before and after appointments into EHR system.
• Assisting with Patient Assessment, Patient Orders , Referrals.
• Expedited referrals to specialists by coordinating appointments, sharing pertinent medical history, and obtaining necessary authorizations from insurance providers.
• Facilitated prompt prescription refills for patients by communicating with pharmacies on behalf of physicians.
• Enhanced patient satisfaction by efficiently managing medical records and updating patient information.
• Improved communication between front and back office staff, enabling seamless coordination of patient care.
• Supported practice growth with timely follow-up calls to patients, improving retention rates and overall satisfaction.
• Promoted a welcoming atmosphere for patients through exceptional customer service skills and professional demeanor.
• Contributed to the development of practice policies and procedures, ensuring alignment with industry best practices.
• Optimized appointment scheduling to reduce wait times and maximize physician availability.
• Streamlined back office operations for increased efficiency by implementing new organizational systems.
• Taught patients about medications, procedures, and care plan instructions.
• Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
• Answering Web Encounters
• MOCA/ MMSE (Patient Cognitive Testing)
• Helped with phlebotomy work by drawing blood for tests and giving common injections for immunization and treatment.
• Supported positive teamwork within the healthcare team through clear communication, active listening, and constructive feedback.
• Placed laboratory tests and scan results in EMR for provider review.
• Ordered prescription refills on behalf of existing office patients.

• Fostered strong relationships with patients and their families by providing compassionate support and answering questions about medical care.
• Ensured compliance with HIPAA regulations through meticulous handling of sensitive patient information.
• Assisted physicians with medical procedures, ensuring high-quality patient care and safety.
• Prepared examination rooms for patients, maintaining a clean and organized environment for optimal care delivery.
• Completed routine in-office laboratory tests such as checking patients' blood glucose or hemoglobin levels after basic finger sticks.
• Helped with phlebotomy work by drawing blood for tests and giving common injections for immunization and treatment.
• Supported positive teamwork within the healthcare team through clear communication, active listening, and constructive feedback.
• Assisted office manager with tracking inventory and restocking examination rooms and stations.
• Expedited referrals to specialists by coordinating appointments, sharing pertinent medical history, and obtaining necessary authorizations from insurance providers.
• Created new patient charts and scanned documentation before and after appointments into EHR system.
• Assisted in maintaining adequate inventory levels of medical supplies through diligent tracking and cost-effective ordering practices.
• Enhanced patient satisfaction by efficiently managing medical records and updating patient information.
• Improved communication between front and back office staff, enabling seamless coordination of patient care.
• Promoted a welcoming atmosphere for patients through exceptional customer service skills and professional demeanor.
• DOT Physicals
• Drug Screens
• Alcohol/Breathalyzer Test
• Increased accuracy of diagnostic testing by diligently following laboratory protocols and handling specimens appropriately.
• Audiology Test
• Completed EKGs and other tests based on patient presentation in office.
• Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
• Measured patient spirometry.
• Oriented and trained new staff on proper procedures and policies.
• Measured patient pulse oximetry.
• Dispensing Prescription
• Performed medical records management, including filing, organizing and scanning documents.
• Sanitized, restocked, and organized exam rooms and medical equipment.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Taught patients about medications, procedures, and care plan instructions.
• Obtained client medical history, medication information, symptoms, and allergies.
• Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.

• Assisted office manager with tracking inventory and restocking examination rooms and stations.
• Facilitated patient flow by notifying provider of patients' arrival, being aware of delays and communicating with patients and clinical staff.
• Increased patient comfort levels with attentive listening skills while obtaining medical histories and addressing any questions or concerns they may have had.
• Enhanced the overall patient experience with friendly service at reception while managing phones lines promptly to answer inquiries or book appointments efficiently.
• Pap Smears
• Ear Lavage
• EKG'S
• Spirometry
• Reduced wait times for patients through proficient handling of check-in and check-out processes, ensuring smooth appointment transitions.
• Promoted a positive work atmosphere among colleagues through open communication channels, fostering teamwork within the clinic setting.
• Demonstrated adaptability in fast-paced environments by swiftly shifting between front and back office tasks as needed.
• Verified patient information by interviewing patient, recording medical history and confirming purpose of visit.

• Developed strong communication skills by effectively conveying information between kitchen staff, management, and waitstaff.
• Improved customer satisfaction by providing exceptional service and addressing guest concerns promptly.
• Maintained consistent customer satisfaction rates through attentive listening skills and prompt issue resolution when necessary.
• Provided support during high volume periods by efficiently managing multiple tables simultaneously without compromising service quality.