PAOLA LIZBETH ZAPATA
Bronxville
Summary
Dynamic and results-driven professional with extensive experience at Saint Vincent's Hospital, excelling in patient record management and confidentiality compliance. Proven ability to optimize workflows and enhance team performance through effective communication and critical thinking. Adept at data entry accuracy and fostering a supportive environment for team member development.
Overview
10
10
years of professional experience
Work History
Secretary
Saint Vincent's Hospital
Harrison
12.2023 - Current
- Managed appointment scheduling for medical staff and patients efficiently.
- Maintained patient records and ensured confidentiality compliance consistently.
- Handled incoming calls and directed inquiries to appropriate personnel promptly.
- Organized meetings and prepared materials for administrative discussions regularly.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Performed data entry tasks accurately within specified timeframe.
- Performed data entry of patient information into medical billing system.
MEDICAL RECEPTIONIST
Boston Children's Health Physicians
Valhalla
09.2021 - 12.2023
- Evaluated daily schedules, accommodating patient flow and minimizing missed appointments.
- Comforted patients by anticipating anxieties and answering questions.
- Screened incoming phone calls/handle high volume incoming calls, taking messages or forwarding to appropriate staff.
- Scheduled patients for follow-up appointments.
- Scanned I-stops for medications.
- Maintained confidentiality of personal and financial information, protecting patient rights and complying with HIPAA regulations.
- Handle Faxing and scanning appropriate documents.
- Forward medication refill requests to appropriate providing physicians.
CUSTOMER SERVICE RESPRESENTATIVE
Bruni & Campisi Plumbing, Heating and A/C
Elmsford
11.2020 - 09.2021
- Addressed customers courteously using suitable methods and problem-solving skills.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Assisted with mentoring new employees during and after training.
- Answer high volume incoming calls.
- Assisted in collections (Organized and properly documented payments received/made outgoing calls).
- Schedule daily appointments and follow-ups.
- Registered equipment to appropriate locations.
- Read from scripts to promote uniformity and consistency in communications.
- Assisted the manager's schedules by setting up appointments and setting up Interviews.
CUSTOMER SERVICE CALL CENTER SUPERVISOR
RMCB/AMCA
Elmsford
04.2016 - 06.2019
- Supervised direct reports and enforced adherence to established procedures and deadlines.
- Managed teams with about 14 people, and sometimes managed the whole call center when necessary.
- Worked alongside other supervisors and management team members to support agents and improve customer service satisfaction ratings.
- Motivated/coached representative on their quality and metrics.
- Ensure adherence to both confidentiality and follow/practice FDCPA & HIPAA laws correctly.
- Communicated all policy updates and information to all representatives.
- Monitor the progress of both the team and all individual representatives, ensuring company and personal goals are met.
- Being able to cultivate knowledge, train and teach skills to ensure all representatives succeed.
- Prepare reports and conduct evaluations periodically with all representatives after 3 months probationary period to ensure progress meets company standards.
- Assisted with new hire orientation and employee training.
Education
HIGH SCHOOL DIPLOMA -
White Plains Senior High School
White Plains, NY06.2019
MEDICAL - Relevant Coursework
Westchester Community College
Valhalla, NY06.2012
Skills
- Critical Thinking
- Organization and Time Management
- HIPAA Guidelines
- Front Desk Operations
- Patient Correspondence
- Adaptable and Flexible
- Team Member Development
- Data entry accuracy
- Medical billing
- Confidentiality compliance
- Patient record management
- Workflow optimization
- Time management
- Effective communication
- Team leadership
- Reception functions
- Problem solving
Languages
Spanish, Bilingual
Timeline
Secretary
Saint Vincent's Hospital
12.2023 - Current
MEDICAL RECEPTIONIST
Boston Children's Health Physicians
09.2021 - 12.2023
CUSTOMER SERVICE RESPRESENTATIVE
Bruni & Campisi Plumbing, Heating and A/C
11.2020 - 09.2021
CUSTOMER SERVICE CALL CENTER SUPERVISOR
RMCB/AMCA
04.2016 - 06.2019
HIGH SCHOOL DIPLOMA -
White Plains Senior High School
MEDICAL - Relevant Coursework
Westchester Community College