Serena Lopez
Oxnard
Summary
Experienced professional coordinator skilled in overseeing surgical schedules and ensuring smooth operations. Proficient in patient communication, time management, and collaborating with medical staff. Recognized for reliability, adaptability, and achieving results through effective team collaboration. Demonstrates a strong focus on meeting evolving demands while upholding high standards of care and efficiency.
Overview
9
9
years of professional experience
Work History
Surgery Scheduling Coordinator
Southern California Orthopedic Institute
10.2024 - Current
- Managed high volume of incoming calls and inquiries related to surgery scheduling with professionalism and attention to detail.
- Coordinated pre-surgical testing requirements to minimize delays or cancellations on the day of surgery.
- Enhanced patient experience by efficiently scheduling surgeries and managing appointment calendars.
- Contributed to the development of new scheduling protocols, enhancing overall department efficiency.
- Collaborated with medical teams to ensure timely scheduling of urgent and elective surgeries.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Verified insurance coverage and obtained pre-authorizations.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Checked patients in and out and collected payments.
- Performed various administrative tasks by filing, copying and faxing documents.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Surgery Scheduler/ Receptionist
Ventura Orthopedics
12.2022 - 10.2024
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Demonstrated adaptability in managing last-minute schedule changes while minimizing disruption to overall workflow.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Checked patients in and out and collected payments.
- Increased patient satisfaction by personalizing follow-up schedules according to individual recovery needs.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
Customer Service Representative
Harbor Freight Tools USA
04.2017 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed timely and effective replacement of damaged or missing products.
Customer Service Representative
Registry Monitoring Insurance Services
12.2015 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma - General Studies
Rio Mesa High School
Oxnard, CA06.2013
Skills
- HIPAA compliance
- Patient coordination
- Insurance verification
- Procedure scheduling
- Obtaining authorizations
- Verifying insurance
- Data entry proficiency
- Patient relations
- EHR systems expertise
- Customer service
- Problem-solving
- Attention to detail
- Patient registration
- Computer proficiency
Timeline
Surgery Scheduling Coordinator
Southern California Orthopedic Institute
10.2024 - Current
Surgery Scheduler/ Receptionist
Ventura Orthopedics
12.2022 - 10.2024
Customer Service Representative
Harbor Freight Tools USA
04.2017 - 11.2022
Customer Service Representative
Registry Monitoring Insurance Services
12.2015 - 04.2017
High School Diploma - General Studies
Rio Mesa High School
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