Yesenia Ochoa De Leon
Huntsville,TX
Summary
Customer service professional with expertise in identifying customer needs and resolving issues efficiently. Demonstrated knowledge of products and promotions contributes to high customer satisfaction ratings. Skilled in tax preparation and audit responses, with a proven track record in mentoring and team leadership. Medical billing and coding proficiency enhances billing accuracy and operational efficiency, supported by strong organizational skills and understanding of patient protections.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Alorica
Huntsville, TX
09.2024 - Current
- Answer incoming calls from patients, and insurance representatives, addressing inquiries, resolving complaints, and providing detailed information about healthcare services and policies.
- Schedule, reschedule, or cancel appointments as requested by patients ensuring efficient use of resources and patient satisfaction.
- Update and maintain accurate patient records in the healthcare system’s database, including personal information.
- Coordinate with insurance companies to verify coverage, obtain pre-authorizations, and submit claims, ensuring compliance with policy requirements.
- Facilitate communication between patients and healthcare professionals, relaying messages, test results, and other critical information promptly and accurately.
- Handle sensitive information with confidentiality and compliance with HIPAA (Health Insurance Portability and Accountability Act) regulations, ensuring patient privacy and data security.
Income Tax Preparer Manager
Prime Time Taxes
Huntsville, TX
10.2023 - Current
- Assisted clients with understanding and completing tax forms accurately.
- Finalized and processed paperwork with local, state and federal government authorities.
- Managed multiple tax preparation projects simultaneously, ensuring timely completion and filing.
- Advised clients on tax planning strategies to minimize liabilities and maximize returns.
- Developed strategies to minimize future taxes through proper planning.
- Educated clients on the implications of tax laws and their financial decisions.
- Managed a high volume of complex individual income tax returns in a timely manner.
- Utilized tax software to efficiently process returns and identify potential deductions and credits for clients.
- Answered inquiries from clients regarding their tax obligations.
- Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Reviewed past year's taxes for accuracy and completeness.
- Advised clients on various tax law changes that could impact their liability.
Customer Service Advocate
Alorica/Cigna
Huntsville, TX
11.2023 - 05.2024
- Educate customers on the features of their plan, including coverage levels, deductibles, copays, coinsurance, and out-of-pocket maximums
- Process payments for premiums, co-pays, and other charges as needed.
- Maintain accurate records of customer interactions and transactions.
- Provide excellent customer service to Cigna customers, responding to inquiries, and resolving issues in a timely manner.
- I took incoming calls from patients checking the status of their specialty medication.
- Ordered specialty medication when the time was due and had it delivered in a timely manner.
Optometrist Assistant/Front Desk Receptionist
Huntsville Family Vision
Huntsville, TX
06.2023 - 02.2024
- Cleaned and sterilized instruments used during exams or procedures according to established protocols.
- Administered and interpreted tests for glaucoma screening and retinal health.
- Maintained a clean work environment by wiping down equipment between uses, disposing of biohazardous materials in accordance with safety standards.
- Performed administrative duties such as scheduling appointments and maintaining patient records.
- Communicated effectively with optometrists regarding patient needs or concerns.
- Managed daily operations within the office including ordering supplies, processing paperwork, answering phones.
- Processed orders for medical supplies and lab equipment.
- Greeted patients upon arrival at the office and provided them with the necessary forms to complete their visit.
- Posted refractor receipts, entered data into spreadsheets and alphabetized folders and invoices.
- Assisted with visual field testing, ocular photography, optical coherence tomography and pre-exam data collection.
- Explained how to properly insert, remove and care for contact lenses.
- Verified patient information, including medical history and insurance coverage, to ensure accuracy of coding and billing.
- Set up patient charts and documented information in various company software.
- Reviewed patient records and assigned accurate codes for diagnoses and procedures.
Medical Assistant
Huntville Family clinic
Huntsville, TX
06.2020 - 02.2021
- Supported administrative staff by processing payments.
- Positioned patients properly during examination or treatment for comfort and safety.
- Administered injections, medications and treatments as directed by the physician.
- Measured vital signs and took medical histories to prepare patients for examination.
- Scheduled appointments for patients via phone and in person.
- Processed orders for medical supplies and lab equipment.
- Operated x-ray and electrocardiogram (EKG) to administer diagnostic tests.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
Education
MEDICAL ASSISTANT
Southern Careers Institute
TX06-2014
CERTIFIED NURSE ASSISTANT
HUNTSVILLE HIGH SCHOOL
Huntsville, TX06-2012
Skills
- Customer service
- Healthcare compliance
- Patient scheduling
- Insurance verification
- Tax preparation
- Data entry
- Bilingual
- HIPAA compliance
- Patient record management
- Medical Terminology Familiarity
- Claims processing
- Medical coding
- Vital signs measurement
- Certified in CPR/AED
- Call center experience
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Alorica
09.2024 - Current
Customer Service Advocate
Alorica/Cigna
11.2023 - 05.2024
Income Tax Preparer Manager
Prime Time Taxes
10.2023 - Current
Optometrist Assistant/Front Desk Receptionist
Huntsville Family Vision
06.2023 - 02.2024
Medical Assistant
Huntville Family clinic
06.2020 - 02.2021
MEDICAL ASSISTANT
Southern Careers Institute
CERTIFIED NURSE ASSISTANT
HUNTSVILLE HIGH SCHOOL