YINET PENA
Hollywood,FL
Summary
Proven front desk agent at Vidamax Medical Center, adept in customer service and front desk management, enhanced patient satisfaction and streamlined billing processes. Skilled in problem-solving and communication, significantly improved office efficiency. Experienced in hospitality service, ensuring optimal guest accommodations and service strategies at McDonald's, fostering increased loyalty and repeat business. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful [Type] setting. Reliable [Job Title] well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Vidamax Medical Center
04.2021 - 08.2024
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Handled financial transactions related to copayments or self-pay fees while adhering to company policies regarding payment collection.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Increased accuracy in data entry tasks by regularly updating patient demographics and insurance information.
- Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
- Managed multi-line phone system and pleasantly greeted patients.
- Assisted with insurance verification tasks, expediting the billing process for both patients and providers.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Improved office efficiency by organizing and maintaining accurate patient files and records.
- Provided vital support during peak hours by efficiently handling walk-ins, check-ins, and appointment scheduling duties.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Assisted with medical coding and billing tasks.
- Managed office bookkeeping with insurance billing and patient payments.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Processed medical insurance claims and payments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Prepared and processed patient referrals and transfer requests.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Supported office staff and operational requirements with administrative tasks.
- Assisted patients experiencing difficulties navigating online patient portal, troubleshooting issues and providing guidance as needed.
- Registered and verified patient records before triage with most up-to-date information.
Fast Food Manager
McDonald's
02.2017 - 03.2021
- Trained new employees on company policies, procedures, and food preparation techniques to ensure consistent product quality.
- Improved customer satisfaction by implementing efficient service strategies and maintaining a clean, organized restaurant environment.
- Monitored cash handling procedures closely to prevent theft or discrepancies in revenue reporting accurately.
- Resolved customer complaints promptly and professionally, resulting in increased loyalty and repeat business.
- Managed inventory levels for optimal cost control and minimized waste by regularly reviewing stock and making appropriate adjustments.
- Reconciled cash and credit card transactions to maintain accurate records.
- Conducted employee performance evaluations, providing constructive feedback to encourage professional growth and development.
Education
High School Diploma -
IPU 28 DE ENERO
CUBA06.2016
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Oral and written communications
- Hospitality service expertise
- Listening Skills
- Guest accommodations
- Reservation Systems
- Front Desk Management
Certification
- Licensed - 440
- Certified BILINGUE, MANAGER , LEADERSHIP
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Front Desk Agent
Vidamax Medical Center
04.2021 - 08.2024
Fast Food Manager
McDonald's
02.2017 - 03.2021
High School Diploma -
IPU 28 DE ENERO
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