Sue Portobanco
Miami,USA
Summary
Skilled Scheduler familiar with compliance and documentation requirements. Hardworking professional with an organized approach. Results-oriented Scheduler highly effective at managing calendars in demanding, fast-paced environments and versed in resource loading and operations sequencing.
Overview
17
17
years of professional experience
Work History
Scheduler/Insurance Verification
iCare Health Solutions
Doral, US
08.2022 - 10.2023
- Answer phones and schedule appointments
- Register patients and data entry into scheduling system
- Coordinates follow-up patient appointments and schedules procedures and diagnostic testing
- Assists with referrals and authorizations
- Experience with EHR/EMR system
- Verify if insurances are CAP or FFS
- Multi-task with Medesis, Soft phone, SalesForce, Nextgen and Complulink systems
- Create new patient profiles and or update established patients information
- Provide outbound calls when referrals are sent
- Provide CPT codes as well as NPI's
- Sent emails to correct physician with prescription order
- Verify if Authorization are up to date and upload to patients file
Medical Documentation Specialist
MEDENVIOS HEALTHCARE
Doral, US
01.2021 - 03.2022
- Answer and respond to customer inquiries through inbound and outbound calls
- Document all calls through the Agent PQ system
- Verify pertinent patient information and process address insurance and physician changes in documentation system
- Follow-up with customers for signed AOB contracts and reshipment confirmations and authorizations
- Assist with customers with product troubleshooting and education
- Contact secondary insurance companies for eligibility and benefits
Customer Services Representative
US Medical Supply
Doral, US
11.2019 - 01.2021
- Handle client/ patient questions, complaints
- Provide inbound/outbound calls to patients, doctor's office and insurance companies as necessary or required
- Update and entry of change to order/reorder quantities as requested by physician or patient
- Ensure the proper authorization or documentation is received before additional supplies reshipped to patients
- Change data entry of patients records in information system, including services issues
- Update patients files for known changes to patients records
- Patient enrollments
- Provide patients' concerns or complaints about their orders, devices, usage, and physician-ordered prescriptions.
Customer Services/Correspondence/Workforce Analyst
Monat Global
Doral, US
10.2015 - 09.2018
- Answer customer calls, via email, chats regarding existing accounts USD and CAD
- Resolve customer complaints via phone, email, chats
- Cancel or upgrade accounts
- Assist with placement of orders or refunds
- Team Floor support
- Help train new agents as well as helping team members
- Take escalated calls, chats
- Could take up to 5 chats at a time
- Advise with policy and account changes
- Consistently improve customer satisfaction through expert resolution of conflicts, issues and concerns
- Shipping labels with UPS, Fedex
- Meeting KPI's
- Analyze intraday call forecasts and communicate to management team - provide commentary to assist supervisors and managers in meeting daily/weekly goals
- Analyze call volume patterns to manage work shifts, lunches and breaks
- Maintain communication channels regarding events that impact call volumes
- Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system
- Clean products before Supervisor inspection
Clean products before Supervisor inspection
McClay's
Key Biscayne, US
09.2010 - 11.2014
- Company Overview: Dental Product Manufacturing
- Receive product parts and enter them in inventory system
- Determine type of product or appliance to be fabricated
- Build products correct defects prepare surface for further finishing, mark cracks and splits for repair
- Clean products before Supervisor inspection
- Record keep of defective items
- Prepare and ship products via FedEx, UPS and other parcel services
- Shipping and receiving
- Developing and assisting in the implementation of continuous and process improvement
- Demonstrating extensive knowledge and skills of training policy/SOP's
- Entering data and batching records
- Dental Product Manufacturing
Data Entry/Customer Service Back-Up/Labels
Tortuga Rum Cakes
Miami, US
10.2013 - 01.2014
- Preparing source data for computer entry by compiling and sorting information
- Establishing entry priorities
- Processing customer and account source documents by reviewing data for deficiencies
- Resolving discrepancies by using standard procedures or returning incomplete
- Documents to the team leader for resolution
- Entering customer and account data by inputting alphabetic and numeric information on keyboard
- Maintaining data entry requirements by following data program techniques and procedures
- Maintaining operations by following policies and procedures
- Reporting needed changes
- Handling all bulk calls for customer service department
Appointment Secretary / Data Entry
Dr. Longwill - Dermatology Office
Miami, US
09.2006 - 10.2009
- Greet visitors and answer busy multi-line phone system and referred callers to appropriate
- Personnel as necessary
- Coordinating patient appointments
- Confirming and/or rescheduling patient appointments
- Tracking all patient visitation / chart updates
- Verifying patient insurance information
- Filling and organized file room
- Receiving and making inbound/outbound calls
- Maintaining stock of office supplies and reordering office supplies as needed
- Monitoring and distributing incoming faxes
- Ordered supplies and acted as primary point of contact with vendors
- Distributing incoming mail/deliveries
Education
None - Early Childhood Education
Miami Dade College
Miami, FL01.2008
Skills
- CONFIDENT
- WRITTEN AND VERBAL
- PRESENTATION SKILLS
- BILINGUAL
- EXCEL
- CSR
- Customer Service
- Data Entry
- EMR systems
- CPT coding
- ICD-9
- Computer literate and efficient
- Confident with Microsoft Word
- OuickBooks
- PowerPoint
- Publisher
- Good written and verbal presentation skills
- Use of proper grammar
- Good communication skills
- Able to get along well with co-workers
- Accept supervision
- Willing to try new things
- Interested in improving efficiency
- Produce work that is orderly and attractive
- Ensure tasks are completed correctly and on time
- Over 4 years of Customer services
- Warehouse experiences
- Insurance Verification
- Patient Scheduling
- Patient Registration
- Medical Terminology
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Professional
English
Professional
Timeline
Scheduler/Insurance Verification
iCare Health Solutions
08.2022 - 10.2023
Medical Documentation Specialist
MEDENVIOS HEALTHCARE
01.2021 - 03.2022
Customer Services Representative
US Medical Supply
11.2019 - 01.2021
Customer Services/Correspondence/Workforce Analyst
Monat Global
10.2015 - 09.2018
Data Entry/Customer Service Back-Up/Labels
Tortuga Rum Cakes
10.2013 - 01.2014
Clean products before Supervisor inspection
McClay's
09.2010 - 11.2014
Appointment Secretary / Data Entry
Dr. Longwill - Dermatology Office
09.2006 - 10.2009
None - Early Childhood Education
Miami Dade College
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