Hi, I’m
Sharon Lavorin
Fontana, CA,CA
Summary
Conscientious Healthcare Customer Service Professional offering over 20 years of experience in fast-past setting. Dependable and hard worker, who is attentive to detail, produces quality work, provides excellent customer/patient care, and maintains consistent results. An individual who excels in a team environment and maintains an outstanding work ethic. Especially skilled in building effective and productive working relationships with clients/patients and co-workers. Positive and upbeat with excellent communication skills. Capable of creating and presenting an excellent image of a company.
Overview
23
years of professional experience
Work History
Veritas Healthcare
Medical Assistant/Registration Representative
08.2022 - Current
Job overview
- Collected demographic and insurance information from patients.
- Provided thorough information about admissions policies, financial requirements and check-in procedures.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Gathered demographic and insurance information to register patients for medical appointments.
Los Angeles County Department Of Public Health
COVID-19 Contact Tracer/Customer Service Representative
11.2020 - 02.2023
Job overview
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Performed record keeping by logging client information within secure contact-tracing software.
- Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
- Provided educational and informational resources regarding isolation policies and quarantine measures.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Lent daily assessment of health screen and symptom data.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Followed prescribed safety protocols when supplying callers with advice, consistently directing individuals to appropriate medical facilities or resources.
- Contacted clients who received one dose of COVID-19 vaccination to schedule second appointment.
- Answered up to 50 calls per hour from people seeking public health information about COVID-19.
- Collected health information and assisted qualified patients with registration for COVID-19 vaccination.
St. Jude Heritage Medical Group
Medical Assistant/Scheduler/Pharmacy Call Center Representative
08.2000 - 05.2020
Job overview
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Followed up with patients to reschedule missed appointments.
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Answered phone calls and messages for 11 physician 4 medical facility, scheduling appointments, and handling patient inquiries.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Assisted with medical coding and billing tasks.
- Conducted patient intake interviews, recording and documenting relevant information.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
- Received, processed and entered prescription orders into EMR databases.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Requested updated prescriptions and medical information from pharmacies/physicians.
Education
Fullerton CollegeFullerton, CA
License from Aesthetician
06.2008
UEI College - CerritosCerritos, CA
Certificate from Medical Assisting
09.1999
Mira Loma Christian High SchooRiverside, CA
High School Diploma
06.1997
Skills
- Remote work for over 2 years
- Patient Health Information Access
- Quality Patient Care
- Applicant Evaluations
- Patient Services Coordination
- Registration Data Intake
- Message Taking
- Patient Scheduling
- HIPAA Procedures
- Documentation Skills
- Verbal and Written Communication
- Information Updates
- Information Assistance
- Demographics Information
- Registration Documents
- Medical Terminology
- Authorization Input
- Patient Registration
- Online Systems
- Corrective Actions
- Providing Customer Support
- Issue and Complaint Resolution
- Inbound Phone Call Management
- Software System Skills
- Telehealth requests
- Electronic requests
Timeline
Medical Assistant/Registration Representative
Veritas Healthcare
08.2022 - Current
COVID-19 Contact Tracer/Customer Service Representative
Los Angeles County Department Of Public Health
11.2020 - 02.2023
Medical Assistant/Scheduler/Pharmacy Call Center Representative
St. Jude Heritage Medical Group
08.2000 - 05.2020
Fullerton College
License from Aesthetician
UEI College - Cerritos
Certificate from Medical Assisting
Mira Loma Christian High Schoo
High School Diploma
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