RACHEL ANN DE LEON
'Ewa Beach,HI
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Member Service Guide
Devoted Health
09.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Patient Services Representative
Hawaii Pacific Health
08.2019 - 09.2022
- Assisted patients in filling out check-in and payment paperwork.
- Balanced deposits and credit card payments each day.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Took copayments and compiled daily financial records.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Handled customer service inquiries in person, via telephone and through email.
- Verified insurance eligibility and coverage for patients.
- Built and maintained positive working relationships with patients and staff.
- Developed and implemented customer service policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
Dental Treatment Coordinator
Hawaii Dental Clinic
06.2018 - 08.2019
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided excellent customer service to create positive experiences and build patient trust.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed patient billing processes for timely, accurate payments.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
- Completed patient referrals to other medical specialists.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Helped patients complete necessary medical forms and documentation.
- Secured sign-in sheets, dental charts, and encounter forms to safeguard sensitive data and information.
- Conducted communications and transactions with patients and visitors to foster positive experience.
- Obtained payments from patients and scanned identification and insurance cards.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Dental Treatment Coordinator
Ala Moana Dental Care
01.2015 - 06.2018
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided excellent customer service to create positive experiences and build patient trust.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed patient billing processes for timely, accurate payments.
- Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
- Completed patient referrals to other medical specialists.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Completed new patient registrations in software to create accurate and comprehensive records.
- Helped patients complete necessary medical forms and documentation.
- Handled patient complaints quickly and professionally to restore patient confidence and prevent loss of clientele.
Medical Assistant
CardioPulmonary Diagnostic Center
12.2013 - 05.2014
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Measured patient pulse oximetry.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Education
No Degree -
MED ASSIST SCHOOL OF HAWAII
Honolulu, HI12.2013
High School Diploma -
WAIPAHU HIGH SCHOOL
Waipahu, HI05.2012
Skills
- Proficiency in Microsoft Office (63-80 WPM)
- Basic language Fluency in Filipino
- Coordination
- Active Listening
- Typing Proficiency
- Problem-Solving Ability
- Clerical Support
- Grammar
- Membership Inquiries and Renewals
- Critical Thinking
Certification
OSHA Certification
Basic Life Support BLS (11/2018)
Certificate of Medical Assisting
Timeline
Member Service Guide
Devoted Health
09.2022 - Current
Patient Services Representative
Hawaii Pacific Health
08.2019 - 09.2022
Dental Treatment Coordinator
Hawaii Dental Clinic
06.2018 - 08.2019
Dental Treatment Coordinator
Ala Moana Dental Care
01.2015 - 06.2018
Medical Assistant
CardioPulmonary Diagnostic Center
12.2013 - 05.2014
No Degree -
MED ASSIST SCHOOL OF HAWAII
High School Diploma -
WAIPAHU HIGH SCHOOL
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