Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yamilet Patino

Summary

Friendly Medical Office Assistant builds long-lasting relationships with patients. Highly skilled in performing both clerical and medical support tasks. Works independently and maintains superb interpersonal skills. Highly-focused Medical Office Assistant adept in records management and healthcare coding. Effectively manages multiple projects at once with efficiency and professionalism. Competent Medical Office Assistant with basic healthcare and clerical skills. Goal-orientated, patient and caring. Proficient in Microsoft Office and medical software applications. Highly-dependable individual with sound understanding of medical laws and ethics. Superior communication and organization skills. Possessing personable, honest and compassionate demeanor. Dedicated to enacting policy and procedure improvements, patient satisfaction strategies and workflow optimizations in order to effectively manage all administrative functions in high-volume medical settings. Knowledgeable administrator with good verbal and written communication skills and a decisive nature. Experienced Medical Office Administrator effective at record keeping, schedule coordination and inventory management. Well-versed in medical billing and coding standards with expertise in regulatory compliance. Dependable and personable Medical Office professional with 20+-year track record of providing organization and structure in medical office environments. Strong knowledge of medical terminology, billing processes and patient chart management. Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Client Account Support Senior Analyst

CIgna Healthcare
07.2023 - Current
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Interacted with team members across departments to research and resolve customer issues.
  • Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Documented data and completed accurate updates to case records.
  • Tracks issues, recognizes trends (good and bad) and proactively solves/escalates appropriately
  • Deliver hands-on, dedicated, personalized support to the Client, their employees, and the HR Team
  • Respond to, own and assist with escalated, complex issues and inquiries from the Client's benefits delivery team and/or the employees. Including but not limited to complex claims, authorizations, denials, appeals, incentive issues, etc.
  • You will provide education and guidance around plan offerings, benefit optimization, steerage, as well as tool and resource navigation. This may include lunch and learn sessions, presentations, or general communication development in alignment with client's programs and services (mycigna.com, incentives, discount programs, health savings account, etc.) offered
  • Manage new hire onboarding and open enrollment/health fair support

Senior Customer Service Representative Lead

Cigna HealthCare
01.2022 - 07.2023
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.

Medical Office Administrator

Cigna
09.2011 - 12.2021
  • Registered patients and scheduled appointments.
  • Assisted with referrals and prepared medical records for patients.
  • Scheduled appointments, oversaw check-ins and resolved patient concerns in high-volume practice.
  • Provided exceptional patient experience through friendly and compassionate communications.
  • Maintained consistent patient confidentiality in alignment with HIPAA protocols by using encryption software.
  • Pulled charts and prepared for nurse and doctor assessment.
  • Reviewed and sent medical records to other physicians upon request.
  • Maintained patient databases and updated information in alignment with HIPAA protocols.
  • Received, recorded and filed medical payments by check, cash, and credit card.
  • Oversaw office records and maintained strict document control.
  • Entered procedure codes and diagnosis codes into medical billing software.
  • Coordinated luncheons with Pharmaceutical Representatives.
  • Aided with prescription refill requests.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Monitored front areas so that questions could be promptly addressed.

Medical Assistant

Cigna
09.2011 - 09.2012
  • 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.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Taught patients about medications, procedures, and care plan instructions.
  • Verified patient insurance coverage and collected required co-payments.
  • Completed EKGs and other tests based on patient presentation in office.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Measured patient pulse oximetry.
  • 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.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Assessed, documented and monitored vital signs for patients within outpatient setting.
  • Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
  • Collaborated with local pharmacies to resolve and clarify issues with patient medication.
  • Efficiently performed insurance verification and pre-certification and pre-authorization functions.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Performed, validated and reported laboratory tests for prognosis, diagnosis, treatment and research.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.

Education

High School Diploma -

Milby High School
Houston, TX
05.1985

Skills

  • Knowledge of medical terminology
  • Medical software applications
  • Policy updates
  • Benefits verifications
  • Knowledge of HIPAA regulations
  • Appointment setting
  • Chart updates
  • Medical records management
  • Payment processing
  • Event coordination

Languages

Spanish
Native or Bilingual
English
Professional Working

Timeline

Client Account Support Senior Analyst

CIgna Healthcare
07.2023 - Current

Senior Customer Service Representative Lead

Cigna HealthCare
01.2022 - 07.2023

Medical Office Administrator

Cigna
09.2011 - 12.2021

Medical Assistant

Cigna
09.2011 - 09.2012

High School Diploma -

Milby High School
Yamilet Patino