Summary
Overview
Work History
Education
Skills
Timeline
Generic

Vanessa Pimentel (CMA)

Monterey Park,CA

Summary

Hardworking and reliable Contact Center Rep, devoted to maximizing patient experience and satisfaction with exceptional service and support. I am a team player with strong skills in multi tasking and working in a fast pace environment. Highly organized, proactive and punctual with team-oriented mentality.

Overview

10
10
years of professional experience

Work History

Contact Center Representative III

City of Hope National Medical Center
Irwindale, CA
10.2022 - Current
  • Oversees new patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Assist's patients with canceling and rescheduling appointments.
  • Instructs patients regarding how to prepare for appointments.
  • Adherer's to HIPAA requirements to safeguard patient confidentiality & Communicates with patients with compassion while keeping medical information private.
  • Verifies & evaluates medical insurance and informed patients of any insurance barriers.
  • Conducts patient registration & intake to gather medical health history, and information about current medical diagnosis/reason for visit.
  • Asks probing questions to determine patient needs and accurately input information into electronic systems.
  • Engages actively with callers, confirming or clarifying information and diffusing anger.
  • Follows up with patients regarding release of information intake forms to initiate record procurement process.
  • Communicates directly with physicians & or the care teams/clinic pools to coordinate sooner appointments for patients.
  • Coordinated incoming referral requests and contacted patient's to complete registration & scheduling.
  • Assisted with VIP/Urgent referral request's.
  • Communicated with referring provider offices to ensure timely completion of referrals.
  • Collaborated with team members to ensure the accuracy of referral data entered into the system.
  • Assisted patients by answering questions and providing information regarding referrals.
  • Tracked referral request progress and resolved issues to maintain smooth processing.
  • Prioritized referrals according to urgency and adhered to appropriate referral deadlines.
  • Scheduled patients according to availability, urgency and insurance authorization guidelines.

Patient Referral Specialist (Contractor)

Icon Consultants - City of Hope NMC
Irwindale, CA
05.2022 - 10.2022
  • Oversaw new patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
  • Communicated with patients by phone and via written correspondence.
  • Checked patient insurance and collected pre-authorizations from providers.
  • Gathered current medical information to gather details for MD's.
  • Double checked medical record databases.
  • Verified appointment times with patients, pre-admission and consent forms.
  • Instructed patients regarding how to prepare for appointments.
  • Assisted patients with canceling and rescheduling appointments.

Certified Medical Assistant

Washington Medical Group
Pasadena, CA
03.2022 - 05.2022
  • Performed preliminary physical tests to accurately record results in patient history summary.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Scheduled appointments for patients via phone and in person.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Educated patients about medications, procedures and physician's instructions.
  • Organized charts, documents and supplies to maintain team productivity.
  • Interviewed patients to verify information, record medical history and confirm purpose of visit.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
  • Conducted insurance verification and pre-certification and pre-authorization functions.
  • Followed principles of asepsis and infection control to meet patient safety guidelines.
  • Incorporated outside records into charts and EHR.
  • Documented notes during patient visits.
  • Contacted pharmacies to submit and refill patients' prescriptions.

Patient Experience Coordinator

Science 37 Inc.
Remote - Los Angeles, CA
08.2020 - 03.2022
  • Outbound calling to clinical research study participants, field secure messages, respond to emails, chat inquiries in a timely/appropriate manner
  • Identifying root causes of reported issues; determining best approach to resolve problems; expediting corrections or adjustments and follows up to ensure satisfaction
  • Scheduling clinical study participants, ensuring that all calls are processed correctly and promptly
  • Operating the central communications center for the patient experience center
  • Prioritizing multiple tasks/demands while establishing effective working relationships with participants, co-workers and the clinical operations team
  • Ensuring the privacy and confidentiality of participants’ personal health information
  • Answering any and all MRA requests as directed by the supervisor. Ensuring newly signed and properly filled out MRFs are sent to HCPs within one business day using sFax.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Collected forms, copied insurance cards and coordinated patient information for billing and insurance processing.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Performed, validated and reported laboratory tests for prognosis, diagnosis, treatment and research.
  • Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
  • Followed principles of asepsis and infection control to meet patient safety guidelines.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Batch-scanned and indexed patient charts to improve data availability while maintaining security.

Placement Coordinator

Child Care Careers
Los Angeles, California
05.2018 - 03.2020
  • Managed and filled multiple substitute request's on a daily basis.
  • Maximized customer satisfaction by handling more than 60 customer email and telephone interactions each day.
  • Documented conversations with customers to track requests, problems and solutions.
  • Resolved over more than 250 substitute order's per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Trained newly hired substitutes by explaining company requirements and policies.
  • Prioritized filling orders to meet deadlines and maintain quality standards.
  • Followed company protocols in handling and resolving disciplinary issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Monitored substitutes file to make sure all licensing documents are up to date.

Patient Accounting Representative

CMRE Financial Services
Brea, CA
07.2015 - 05.2017
  • Reached out to patients once insurance was billed in order to obtain payments due.
  • Assisted 350+ callers per week in fast-paced environment.
  • Compared statements against patient files.
  • Applied organizational policies and complied with regulations for patient privacy.
  • Reviewed flagged items daily and resolved issues in accurate and efficient manner.
  • Collaborated with all relevant parties to resolve billing issues, insurance claims and patient payments.
  • Processed refunds, disbursements and payments.
  • Generated detailed reports outlining billing.
  • Resolved inquiries from patients, families and external payers.
  • Coordinated between patients and healthcare professionals to meet patient needs.
  • Accessed patient information through variety of office software applications, maintaining strict confidentiality to
  • Remain compliant with HIPAA regulations.
  • Checked daily doctor schedules and verified insurance.
  • Checked claims for errors, corrected issues and mailed out in a tim

Lead Retail Sales Associate

T-Mobile
Los Angeles, California
05.2014 - 07.2015
  • Demonstrated products to customers, discussed features and redirected objections to capture sales.
  • Introduced cellular, and internet plans to customers and discussed details.
  • In charge of opening and closing store.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Stayed up to date on store promotions, payment policies and security practices.
  • Readied merchandise for sales floor by marking items with identifying codes and accurate pricing.
  • Recommended merchandise to customers based on needs and preferences.
  • Educated customers on product and service offerings.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Used POS register system to ring up customer purchases, process payments and issue receipts.
  • Processed payments and returned receipts, cash, coin and payment cards to customers.

Education

Certified Medical Assistant - Medical Assisting

North West College
West Covina, CA
03.2022

Basic Life Support - CPR -

American Heart Association
West Covina, CA
11.2021

High School Diploma -

East Los Angeles Occupational Center
Los Angeles, CA
05.2014

Skills

Administrative:

  • Epic experience
  • Appointment scheduling
  • Excellent multi-tasker
  • Superior communication skills
  • Microsoft Programs/Windows
  • Excellent Customer Service
  • Effective team player
  • Data Entry - 44 WPM
  • Medical terminology
  • HIPAA compliance
  • Office workflow support
  • Data entry
  • Meticulous attention to detail
  • Error identification
  • Critical thinker

Clinical:

  • Vital signs
  • Specimens collection and processing
  • Venipuncture and phlebotomy
  • Charting expertise
  • Proper sterilization techniques
  • Electrocardiography (EKG)
  • Using a scale
  • EKG set up and monitoring
  • Restocking lab supplies
  • First aid
  • Certified in Basic Life Support (BLS)
  • First Aid/CPR
  • Injections
  • Ear lavage

Timeline

Contact Center Representative III

City of Hope National Medical Center
10.2022 - Current

Patient Referral Specialist (Contractor)

Icon Consultants - City of Hope NMC
05.2022 - 10.2022

Certified Medical Assistant

Washington Medical Group
03.2022 - 05.2022

Patient Experience Coordinator

Science 37 Inc.
08.2020 - 03.2022

Placement Coordinator

Child Care Careers
05.2018 - 03.2020

Patient Accounting Representative

CMRE Financial Services
07.2015 - 05.2017

Lead Retail Sales Associate

T-Mobile
05.2014 - 07.2015

Certified Medical Assistant - Medical Assisting

North West College

Basic Life Support - CPR -

American Heart Association

High School Diploma -

East Los Angeles Occupational Center

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Vanessa Pimentel (CMA)