Yesenia Llanes Abdala
Homestead,FL
Summary
Dedicated Care Coordinator with 8 years managing patient care in a dynamic gastroenterology clinic. Enhanced patient satisfaction and streamlined clinical processes through effective care coordination. Expertise in patient intake, medical scheduling, and insurance verification while collaborating with multidisciplinary teams to ensure quality care. Experienced in managing complex cases and fostering strong relationships with patients, families, and healthcare providers.
Overview
10
10
years of professional experience
Work History
Remote Customer Service Representative
CALLOGIX INC
MASSACHUSETTS, MA
08.2025 - 01.2026
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound customer calls using call center scripts and service guidelines.
- Maintained quality service during high-volume phone queues and chat requests.
- Resolved account questions through CRM records and billing system review.
- Logged customer interactions in case notes for accurate follow-up.
- Escalated complex issues to supervisors and specialist support teams.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
Care Coordinator/ Medical Assistant
Pediatric Gastroenterology Associates
Miami, FL
11.2015 - 01.2026
- Verified insurance coverage and processed prior authorization requests for specialty visits and procedures to ensure seamless patient access to care.
- Coordinated medical appointments for clients with specialists.
- Supported pediatric gastroenterology appointment coordination, referral processing, and follow-up care planning.
- Responded promptly to inquiries from patients regarding their care plans.
- Provided detailed preparation instructions to families for upcoming medical visits., medication questions, and care updates with families.
- Arranged diagnostic testing, imaging, and procedure appointments with clinical staff.
- Supported physicians and nurses with daily patient flow and documentation needs.
- Routed referrals between providers, schools, and outside specialty offices.
- Maintained accurate client records in accordance with agency policies and procedures.
- Scheduled surgery cases with surgeons, anesthesia teams, and patient availability.
Education
Medical Assistant - Medical Assistant
Florida Career College
Miami01-2014
High School Diploma -
Miami Killian Senior High School
Miami06-2013
Skills
- Insurance verification and authorizations
- Appointment scheduling
- Referral processing capability
- Patient care coordination
- Medical records management
- EHR management expertise
- Payment processing knowledge
- HIPAA compliance
- Microsoft Office proficiency tools familiarity
- Customer support techniques experience
- Problem-solving and conflict resolution
- Communication and interpersonal skills
- Bilingual proficiency (English and Spanish)
- Attention to detail
- Multi-line phone proficiency
- De-escalation techniques mastery
- Data entry in interactions
- Team collaboration
- Problem-solving
- Conflict resolution
- Strong communication
- Problem-solving
- Office productivity
- Positive and professional
- Attention to detail
- De-escalation techniques
- Empathy and patience
- Office productivity
- Positive and professional
- Problem-solving
- Data entry
Personal Information
Title: Experienced Care Coordinator
Custom
Experienced Care Coordinator with over 8 years of expertise in managing patient care within a fast-paced gastroenterology clinic. Proven track record of enhancing patient satisfaction, improving care coordination, and streamlining clinical processes to optimize efficiency. Skilled in patient intake, medical scheduling, insurance verification, and collaborating with multidisciplinary teams to ensure high-quality care delivery. Adept at managing complex cases and maintaining strong relationships with patients, families, and healthcare providers.
Timeline
Remote Customer Service Representative
CALLOGIX INC
08.2025 - 01.2026
Care Coordinator/ Medical Assistant
Pediatric Gastroenterology Associates
11.2015 - 01.2026
Medical Assistant - Medical Assistant
Florida Career College
High School Diploma -
Miami Killian Senior High School