Driven Patient Service Representative Team Lead with a proven track record in enhancing patient satisfaction through effective communication and problem-solving. Expertise in HIPAA compliance and mentoring staff to uphold high service standards.
Open To Work
Hi, I’m
Yolanda Montiel
Tempe,AZ
Summary
Overview
24
years of professional experience
Work History
Preferred Homecare
Patient Service Representative Team Lead
2010.05 - Current (16 education.years_Label & 1 education.month_Label)
Job overview
- Led team to enhance patient satisfaction through effective communication and problem resolution.
- Trained and mentored new staff on compliance standards and customer service protocols.
- Implemented quality assurance measures to maintain high service standards across all interactions.
- Coordinated with healthcare providers to ensure timely delivery of patient care services.
- Analyzed feedback data to identify trends and develop strategies for service improvement.
- Oversaw daily operations, ensuring adherence to policies and optimal workflow efficiency.
- Fostered a collaborative team environment, promoting open communication and support among staff members.
- Ensured compliance with HIPAA regulations and confidentiality guidelines throughout all aspects of patient care coordination activities.
- Developed strong relationships with patients and their families to provide exceptional customer service at all times.
- Coordinated with other departments to ensure seamless delivery of services throughout the patient journey.
- Promoted a positive work environment through effective team collaboration and open communication channels.
CBC Innovis
Default Resolution Specialist
2002.07 - 2009.10 (7 education.years_Label & 3 education.months_Label)
Job overview
- Facilitated resolution of default accounts through effective communication with clients and stakeholders.
- Analyzed account data to identify trends and root causes of defaults, driving proactive solutions.
- Implemented system improvements that increased efficiency in processing default cases.
- Led initiatives aimed at reducing turnaround time for case resolutions, ensuring timely outcomes for clients.
- Streamlined internal processes by implementing a comprehensive tracking system for monitoring account statuses.
- Reduced outstanding debt by proactively contacting borrowers to negotiate repayment options.
- Improved client satisfaction by efficiently resolving default accounts through negotiation and payment plan arrangements.
- Consulted with responsible parties to negotiate repayment plans.
- Excelled under pressure in high-volume environments, prioritizing tasks effectively while maintaining exceptional attention to detail.
- Maintained accurate records of client interactions, ensuring up-to-date documentation for future reference or escalation purposes if necessary.
- Achieved successful outcomes in complex cases through thorough research and analysis of borrower information.
- Strengthened relationships with external parties, like collection agencies and legal representatives, to effectively manage defaulted accounts.
- Mitigated losses by identifying potential risks in borrower profiles and recommending appropriate action plans.
- Acted as a liaison between borrowers and loan servicers, facilitating clear communication to expedite the resolution process.
Education
Pima Meedical InstituteMesa, AZ
Medical Assistant from Medical Assistant
10.2002
University Overview
Marcos De NizaTemperance, MI
High School Diploma
07.1990
University Overview
Skills
- Patient registration
- Insurance verification
- Medical terminology
- Appointment scheduling
- Policy adherence
- Customer service
- Privacy compliance
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
- Team leadership
- Healthcare software expertise
- HIPAA compliance
- Customer follow-up
- Verbal and written communication
- Patient education
- Electronic health records
- Relationship building
- Phone and email etiquette
- Data entry
Languages
Spanish
Native or Bilingual
Work Preference
Job Search Status
Open to workWork Type
Part TimeFull TimeLocation Preference
RemoteSalary Range
$25/hr - $1000/hrTimeline
Patient Service Representative Team Lead
Preferred Homecare
2010.05 - Current (16 education.years_Label & 1 education.month_Label)
Default Resolution Specialist
CBC Innovis
2002.07 - 2009.10 (7 education.years_Label & 3 education.months_Label)
Pima Meedical Institute
Medical Assistant from Medical Assistant
Marcos De Niza
High School Diploma