Yocelin Reyna
Richmond Hill,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active
listening and analytical problem-solving skills. Enhances customer experiences by employing service-
oriented behaviors, understanding customer desires and providing customized solutions to build positive
patient experience.
Overview
8
8
years of professional experience
Work History
Patient Access Coordinator
Emory Johns Creek Hospital
Johns Creek, GA
03.2020 - 07.2021
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Reduced errors in billing processes by meticulously reviewing and verifying patient demographics and insurance information.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Increased efficiency of daily operations by implementing electronic health record system for accurate data management.
Front Office Team Leader
Concentra Urgent Care
Lawrenceville, GA
02.2017 - 03.2020
- Improved communication between departments by implementing effective communication strategies and regular meetings.
- Processed check-ins and check-outs, created future appointments and processed any urgent medical appts to specialist per provider requests.
- Interviewed, coached, and trained front office associates for other locations.
- Checked patient insurance, demographic, and health history to keep information current.
Call Center Representative
SPH Analytics
Duluth, GA
06.2013 - 02.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
Medical Assistant
Everest Institute
Norcross, GA02.2017
High School Diploma -
Norcross High School
Norcross, GA05.2012
Skills
HIPAA Compliance
Problem-Solving
Patient Registration
Insurance Verification
Multitasking and Organization
Team Collaboration
Languages
Spanish
Native or Bilingual
Timeline
Patient Access Coordinator
Emory Johns Creek Hospital
03.2020 - 07.2021
Front Office Team Leader
Concentra Urgent Care
02.2017 - 03.2020
Call Center Representative
SPH Analytics
06.2013 - 02.2017
Medical Assistant
Everest Institute
High School Diploma -
Norcross High School