Pa Dee Yang
Onalaska,WI
Summary
Compassionate and detail-oriented healthcare professional with over 5 years of experience in patient services, clinical support, and pharmacy operations. Proven ability to manage high-volume environments, ensure HIPAA compliance, and foster positive patient experiences. Bilingual in Hmong and English.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Optum
Ontario, CA
06.2025 - Current
- Handle a high volume of inbound customer service calls while providing professional and empathetic support.
- Assist members with benefits, eligibility, claims, provider information, and healthcare-related inquiries.
- Research and resolve customer concerns while maintaining accuracy and compliance with company policies.
- Document customer interactions and maintain detailed records using multiple computer systems.
- Meet quality, productivity, and customer satisfaction standards in a fast-paced call center environment.
- Protect confidential member information and ensure HIPAA compliance at all times.
- Collaborate with internal departments to resolve complex issues and improve the customer experience.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
Patient Appointment Services Specialist
Mayo Health System
Onalaska, WI
07.2023 - 02.2025
- Responsible for independently creating and scheduling appointments within the electronic medical record
- Gathering patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area
- Ensure the patient arrives on time and is prepared for their procedure or visit
- Collecting all Guarantor and insurance details needed to help assess patient eligibility
- Managing telephone calls, online requests, and/or fax requests
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
Medical Assistant Trainee
Gundersen Health System
La Crosse, WI
11.2022 - 01.2023
- Measuring and recording vital signs
- Interviewing patients and documenting basic medical history
- Cleaning exam rooms
- Performing data entry
- Operating medical equipment
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
Pharmacy Technician
Walmart
Brooklyn Park, MN
01.2020 - 10.2020
- Counted and labeled prescriptions with correct item and quantity
- Stocked, labeled and inventoried medication to keep accurate records
- Pulled drugs and matched NDC to prescription labels
- Returned inventory to proper place
- Responsible to assist in the upkeep and cleanliness of each workstation and the facility
- Responsible to maintain all quality assurances as they are given
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Counted and labeled prescriptions with correct item and quantity.
Chiropractic Assistant
BrookWest Chiropractic
Brooklyn Park, MN
02.2019 - 08.2019
- Directed patients to exam rooms, fielded questions and prepared for physician examinations
- Performed electric muscle stimulation, massage and mechanical traction
- Sanitized, restocked and organized exam rooms and medical equipment
- Taught patients about medications, procedures and care plan instructions
- Scheduled patient appointments for busy chiropractors
- Prepared examination rooms with necessary equipment, promoting efficient appointment flow while prioritizing sanitation protocols.
Pharmacy Technician
Health Direct Pharmacy
La Crosse, WI
07.2017 - 07.2019
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Counted, measured, and compounded medications following standard procedures.
Education
High School Diploma -
Logan High School
La Crosse, WI06-2012
Skills
- Effective communicator in Hmong and English
- Proficient in electronic health records systems
- Comprehensive patient management
- Attention to detail
- Listening skills
- Excellent communication
- Confidentiality and HIPAA
- Telephone etiquette
- Service delivery optimization
- Strong work ethic
- Service excellence
- Detail-oriented data management
- Data entry
- Critical thinking
- Active listening
Languages
English
Native or Bilingual
Hmong
Native or Bilingual
Timeline
Customer Service Representative
Optum
06.2025 - Current
Patient Appointment Services Specialist
Mayo Health System
07.2023 - 02.2025
Medical Assistant Trainee
Gundersen Health System
11.2022 - 01.2023
Pharmacy Technician
Walmart
01.2020 - 10.2020
Chiropractic Assistant
BrookWest Chiropractic
02.2019 - 08.2019
Pharmacy Technician
Health Direct Pharmacy
07.2017 - 07.2019
High School Diploma -
Logan High School