Wendy Pacheco-DeLeon

• Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
• Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
• Processed medical records requests from outside providers according to facility, state, and federal law.
• Scanned medical records in digital format for easy retrieval and accessibility.
• Maintained patient confidence by keeping patient records information confidential.
• Printed and photocopied documents to provide patients with copies of medical records.
• Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
• Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
• Uploaded physician progress notes, history, and physicals into electronic medical records.
• Supported medical staff by providing organized and accurate medical records.
• Responded to patient inquiries to provide information and details of medical records.
• Responded effectively to requests for medical records from legal representatives, insurance companies, and other authorized parties in a timely manner.
• Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
• Assisted in training new Medical Records Clerks, sharing best practices for managing files efficiently while maintaining confidentiality.
• Expedited processing times for incoming correspondence through prompt distribution amongst appropriate staff members.

• Entered insurance, demographics and health history into patient database.
• Checked patients in and out for appointments and collected co-payments.
• Called patients to confirm scheduled appointments and obtain additional details.
• Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
• Processed patient payments and scanned identification and insurance cards.
• Protected patients by observing strict HIPAA guidelines.
• Took messages from patients and promptly relayed to appropriate staff.
• Answered multi-line phone system and directed callers to requested personnel and departments.
• Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
• Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
• Informed patients of financial responsibilities prior to rendering services.
• Scanned incoming documentation.
• Maintained complete confidentiality in accordance with organization and legal requirements.
• Wrote reports, emails, memoranda, letters and releases.
• Assisted with properly processing records requests.
• Observed confidentiality and safeguarded all patient-related information.
• Obtained information by contacting appropriate personnel or patients.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
• Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.

• Answered customer questions about prescribed and OTC medications.
• Answered 20-30 telephone calls in average hour and assisted customers by directing calls to appropriate personnel.

Met regulatory recordkeeping requirements by documenting pharmacy log with information on prescriptions picked up by patients.

• Operated cash register, collected payments and provided accurate change.
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
• Helped customers find specific products, answered questions and offered product advice.
• Worked closely with front-end staff to assist customers.
• Trained new team members in cash register operation, stock procedures and customer services.

• Operated cash register, collected payments and provided accurate change.
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Worked closely with front-end staff to assist customers.
• Operated large-volume cooking equipment, including grills, deep-fat fryers and griddles 8-12 hours per day.
• Checked quality of food and kept track of old and new items to ensure freshness of ingredients.
• Packaged menu items into bags or trays and placed drink orders into carriers to prepare food for customers.
• Scraped and stacked dirty dishes and cooking utensils to prepare items for cleaning.
• Operated fryers and grills according to instructions to maintain safety and food quality.
• Communicated with kitchen staff to complete orders quickly.