Lissette Ortiz
Kissimmee,Fl
Summary
Self-Motivated customer service representative with 10+ years experience assisting customers in-person, through phone,email and chat support. Committed to balancing company goals while helping customers find satisfactory solutions. Resourceful problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers.
Overview
20
20
years of professional experience
Work History
Customer Care Representative(Remote)
Elixir/MedImpact
Remote, Ohio
11.2023 - Current
- Answer and Respond to calls,email and chats; make outbound calls as necessary
- Utilize Multiple applications for accessing member information
- Document all call information according to standard procedures
- respond to inquiries from members,providers,pharmacies and employer groups.
- Route calls to appropriate resources when necessary
Medical Executive Assistant
Orthopedics Associates of Hartford
Hartford, CT.
09.2021 - 10.2022
- Schedule appointments, ancillary test, surgeries and procedures
- Manage all surgical documents, gather and input patient information, and enter all post-surgery data
- Obtain prior authorizations for all procedural/surgeries orders by successfully completing the authorization process with all commercial payers; assigned ICD/CPT codes for Knee/hip replacements surgeries and/or MRI/Xrays authorization.
- Manage provider’s schedule; schedule meetings and conferences; handle travel plans; address any schedule concerns and issues, resolving them promptly and efficiently
- Obtain patients' medical information, including medical history and health insurance information
- Managing office telephone systems, including answering calls up to 50+ calls a day and returning messages/outbound calls; triage calls
- Prepping exam rooms for clinical procedures and assisting practitioners with patient care.
Administrative Assistant II
Connecticut Children’s Medical Center
Hartford, CT.
12.2019 - 09.2021
- Maintain and update providers’ meeting agenda; lecture meetings; Coordinate schedule with residents/medical students with doctors for shadowing
- Update and maintain On-call schedule for Orthopedics Providers on a monthly basis
- Establishes, maintains, processes, and/or updates files, records and other documents
- Managed up to 50 patient referrals daily through multi-line telephone system.
- Proofreads all work to ensure accuracy and neatness
- Format information for internal and external communication – memos, emails, presentations, reports
- Performs a variety of routine assignments to, draft, edit, revise and print routine correspondence, documents, reports and other materials; enter data and maintains established files, spreadsheets or routine databases following clearly established procedures
- Answers provider’s inquiries, provides forms/information or resolves complex problems concerning activities and/or operations of department; follows through, as required, to meet needs of providers
- Epic trained to modify providers’ scheduling templates to reflect schedule changes.
Lead Medical Receptionist
Women’s Health, Community Health Services
Hartford, CT.
06.2014 - 11.2019
- Trained new staff on office procedures, insurance processes and medical terminology.
- Protects patients' rights by maintaining confidentiality of personal and financial information(HIPPA)
- Answered and directed incoming calls using multi-line telephone system up to 80-100 calls a day.
Shift Supervisor
CVS Pharmacy
Bloomfield, CT.
04.2004 - 06.2014
- Direct and supervise 10 - 20 employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Hire, train, and evaluate personnel in sales or marketing establishments
- Examine merchandise to ensure that it has correctly priced and displayed and that it functions as advertised
Education
Completed Computer and Accounting Courses -
Capital Community College
01.2009
Skills
- Bilingual/Spanish
- Experienced with NextGen Epic/EHR/EMR/Centricity
- Type 80 WPM
- Proficient use of CPT and ICD-10 codes
- Medical Terminology
- Microsoft: Word/PowerPoint
- Excel/Outlook
- HIPAA
- Medical Billing
Timeline
Customer Care Representative(Remote)
Elixir/MedImpact
11.2023 - Current
Medical Executive Assistant
Orthopedics Associates of Hartford
09.2021 - 10.2022
Administrative Assistant II
Connecticut Children’s Medical Center
12.2019 - 09.2021
Lead Medical Receptionist
Women’s Health, Community Health Services
06.2014 - 11.2019
Shift Supervisor
CVS Pharmacy
04.2004 - 06.2014
Completed Computer and Accounting Courses -
Capital Community College
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