Yamille Lopez
1232 Cedarcrest Dr
Summary
Dynamic customer service professional with extensive experience at Continuum, excelling in conflict resolution and enhancing customer satisfaction. Bilingual and proficient in EMR systems, I consistently exceeded performance metrics while fostering strong relationships with clients and healthcare providers. Recognized for my leadership and active listening skills, I ensure seamless communication and exceptional patient care.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Continuum
11.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Referral Coordinator/ Receptionist
Dedicated Medical Senior Center
05.2023 - 11.2023
- Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.
- Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
- Developed comprehensive knowledge of insurance requirements, advocating for patients when necessary to secure approval for needed services.
- Kept healthcare providers informed of referral status updates, promoting optimal continuity of care throughout the referral process.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Assisted with completion of referral forms and verified data accuracy and completion
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Reduced wait times for specialist appointments by proactively identifying available slots and coordinating schedules.
- Developed strong relationships with healthcare providers to ensure broad network of specialists for patient referrals.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
Referral Coordinator
Stride Healthcare
08.2018 - 05.2023
- Scheduled appointments with specialists on behalf of clients.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
- Processed referral requests from patients, doctors and other health care professionals.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
- Provided thorough follow-up support after completion of referred services, ensuring proper billing procedures were followed.
- Scheduled appointments with specialist on behalf of clients
Education
High School Diploma -
West Mesquite High School
Skills
- Customer service
- Bilingual
- Computer skills
- EMR systems
- Medical Scheduling
- Proficient in Excel
- Proficient in Word
- Leadership
- Customer Oriented
- Insurance verification
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Appointment scheduling
- Staff training
- Spreadsheets
Timeline
Customer Service Representative
Continuum
11.2023 - Current
Referral Coordinator/ Receptionist
Dedicated Medical Senior Center
05.2023 - 11.2023
Referral Coordinator
Stride Healthcare
08.2018 - 05.2023
High School Diploma -
West Mesquite High School
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