Sharlyn Herrera

Supports a high-volume, department-wide patient call center at ColumbiaDoctors, one of the Northeast's most extensive multi-specialty healthcare organizations.

• Schedule appointment requests.
• Answer 723 Calls per month.
• Provide clear guidance to patients regarding insurance participation, out- of-pocket costs, and service policies.
• Ensure complete and accurate entry of patient insurance and demographic information in epic.
• Perform real-time insurance eligibility checks and educate patients on coverage and service requirements.
• Complete pre-registration data collection to clear outstanding Epic work queue items.

• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Maintained organized files, records, and documentation through precise data entry.
• Operated office equipment such as computers, printers, scanners, and Google workspace applications.
• Provided administrative support such as typing correspondence, managing emails, and supporting patient support inquires.

• Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
• Saw up to 30 patients a day.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Obtained client medical history, medication information, symptoms, and allergies.
• Sanitized, restocked, and organized exam rooms and medical equipment.

• Performed medical records management, including filing, organizing and scanning documents.
• Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
• Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.

• Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
• Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
• Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.