Yolanda Cruz
Altamonte Springs,FL
Summary
Patient access professional with 15+ years in healthcare and call center operations. Expertise includes insurance verification, scheduling, accurate information retrieval, and patient communication. Proven ability to de-escalate concerns, manage high-volume workflows, and meet time-sensitive deadlines with accuracy.
Overview
15
15
years of professional experience
Work History
Patient Access Coordinator
Rothman Orthopaedics
Orlando, Florida
10.2022 - Current
- Verified insurance coverage and benefits prior to patient appointments to facilitate seamless access to care.
- Generated patient charts, triaged calls, and coordinated patient appointments to streamline patient flow.
- Managed inbound and outbound calls to ensure timely patient communication.
- Communicate with clinical teams on schedule changes and patient needs.
- Monitored chats, supported team members with questions, trained new agents, and assisted with VIP accounts.
- Followed HIPAA guidelines when handling confidential patient information.
- Utilized EPIC and MD Fit software to manage patient data.
Dental Receptionist
Super Friendly Dental
Ellijay, Georgia
02.2021 - 10.2022
- Greeted patients upon arrival and assessed visit reason to ensure timely care.
- Scheduled and confirmed appointments for multiple providers.
- Verified insurance details, fee information, and collected payments.
- Discussed treatment plans and payment options with patients to enhance understanding and satisfaction.
- Used Dentrix to enter patient scheduling information and maintain records.
- Coordinated front office tasks, including answering phones, sorting mail, checking e-mail, and communicating with insurance carriers to maintain workflow.
Medical Receptionist
AdventHealth
Apopka, Florida
12.2020 - 02.2021
- Coordinated and managed patient appointments to optimize scheduling and reduce wait times.
- Facilitated patient check-in to enhance overall patient experience and reduce waiting times.
- Verified and updated insurance coverage for all patients to ensure accurate billing and payment processes.
- Explained coverage details and patient responsibilities, including deductibles and copays.
- Reviewed patient information and demographics for accuracy.
- Answered telephone promptly and courteously while following established policies and procedures.
- Assisted management with clerical and administrative tasks to enhance office operations and support team efficiency.
Patient Care Advocate
Express Scripts
Orlando, Florida
04.2011 - 12.2020
- Answered pharmacy benefit questions, ensuring compliance with productivity and performance standards.
- Handled inbound and outbound calls for patients, provider offices, and pharmacies.
- Partnered with operational departments to research and resolve mail-order and claims issues, responding to members within agreed performance guidelines.
- Recorded inquiries accurately to support service process improvement and mitigate legal risk.
- Provided blended support across Express Scripts General Service, Department of Defense, Morgan Stanley, Web Support SME, training new hires, and special projects.
- Protected confidential information for patients, clients, and Express Scripts/Cigna at all times.
Education
High School Diploma -
Lake Brantley High School
Altamonte Springs, FLSome College (No Degree) - Medical Assistant
Everest University
Orlando, FLSkills
- Software proficiency
- Time management
- Multitasking expertise
- Fast-paced adaptability
- Adaptability and flexibility
- Patient communication techniques
- De-escalation techniques
- Interpersonal skills
- Team collaboration
Timeline
Patient Access Coordinator
Rothman Orthopaedics
10.2022 - Current
Dental Receptionist
Super Friendly Dental
02.2021 - 10.2022
Medical Receptionist
AdventHealth
12.2020 - 02.2021
Patient Care Advocate
Express Scripts
04.2011 - 12.2020
High School Diploma -
Lake Brantley High School
Some College (No Degree) - Medical Assistant
Everest University