Yvette Perea
Summary
Dedicated and detail-oriented Supervisor with over 16 years of experience in healthcare, specializing in patient advocacy and education. Proven ability to enhance operational efficiency while coordinating busy office environments, demonstrating a strong commitment to exceptional service. Expertise in navigating all segments of Memorialcare Medical Group Navigation Center, combined with a talent for maintaining professionalism under pressure, ensures a positive experience for patients and colleagues.
Overview
17
17
years of professional experience
Work History
Supervisor
Memorialcare Medical Group
Fountain Valley, CA
02.2022 - Current
- Directed team operations and resolved challenges to ensure high efficiency and effective workflow organization.
- Effectively handled customer grievances, implemented solutions, and revised policies to adapt to dynamic needs.
- Analyzed workflow patterns to identify opportunities for improving employee time management and increasing productivity.
- Conducted performance evaluations and provided targeted training to address areas of improvement.
- Implemented and upheld standards for compliance with company policies and communication goals to support organizational integrity.
- Provided mentorship to newly hired employees, enhancing their understanding of company culture and operational procedures.
- Demonstrated unwavering professionalism and calmness in communications with personnel during challenging and stressful circumstances.
- Mentored and supported new team members and provided in-depth training on navigational duties.
- Ability to understand claims and work with patients to resolve any issues while also partnering with the health plans to ensure patients are enrolled appropriately.
- Reviewed and transcribed medical orders with attention to detail, facilitating seamless communication among healthcare providers.
- Demonstrated adaptability by working various shifts, including nights and weekends.
- Executed outbound call campaigns to enhance customer outreach efforts.
- Administered timecard approvals and adjustments to facilitate accurate payroll operations.
- Served as primary liaison for clinic staff and practice management.
- Developed and managed staff scheduling to optimize workforce efficiency.
- Analyzed team metrics and coordinated responses to promptly address any operational concerns.
- Utilized Epic EMR system to streamline clinical workflows and improve documentation accuracy.
- Conducted monthly individual meetings to support employee development and address concerns.
- Assisted in conducting call audits to evaluate service quality. Supported teams in identifying areas for improvement based on evaluation results. Helped implement feedback mechanisms to enhance customer interactions.
- Facilitated development of efficient workflows to enhance operational productivity.
- Led a team of 25 representatives to enhance operational efficiency.
- Conducted HR counseling to support employee development and ensure compliance with company policies.
Training and QA Analyst
MemorialCare Medical
08.2021 - 02.2022
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Monitored inbound and outbound calls made by 60+ employees to provide constructive feedback.
- Trained New Hires on all department protocol and workflows
- Assisted in creating workflows for new queues
- Assisted in pilot to create the Navigation Center in MemorialCare
- Assisted in all training due to changes in protocols during Covid
- Coached Navs in errors send by clinics
Lead Navigator
MemorialCare Medical Group
11.2020 - 08.2021
- Engaged in learning and development opportunities to promote continued performance improvement.
- Learned and maintained in-depth understanding of new policies and changes, providing knowledgeable responses to diverse questions.
- Cross-trained and provided back up for supervisors and assisted in trainings
- Motivated employees to increase productivity and maximize service quality with hands on leadership training
- Handled advanced issues with calm, knowledgeable and professional approach
- Maintained and managed queues and floor support during the weekend, opening and closing shifts
- Logged and reviewed Improvement Logs from the Clinics
- Coached Navigators
- Covered shift when needed
- Assisted in training new Navigators
- Assisted in reviewing huddles/refreshers with department
- Promoted superior experience by addressing patient concerns, demonstrating empathy and resolving problems.
- Responded proactively and positively to rapid change.
- Mentored and guided Navigators to foster proper completion of assigned duties.
- Completed projects that have been assigned while assisting with inbound and outbound calls in a timely manner for the medical group, customer service line, and specialty scheduling
- Participate in meetings with management to build new workflows to improve the department
Patient Navigator 1
Memorialcare Medical Group
02.2019 - 11.2020
- Efficiently schedule doctor and healthcare appointments for our patients
- I am proficient in the GNP line of business. I assist provider offices, health plans, and members with issue resolutions claims status calls, and referral management calls
- Monitored Twistle. I would enroll patients to Twistle, identify an emergent situation and escalate it to a our TANs, and would communicate with our patients to ensure they were reporting their symptoms.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Participated in regular team meetings, huddles, and quality improvement projects to improve patient care.
- I am able to assist patients in navigating mychart and provide Mychart support
- Help manage high call volume in a fast pace environment
- Fluent Medical Terminology in English and spanish
- Participate in continuous quality improvement process
- Data entry
- Proficient in Epic
- Knowlegeable to all business segments
- Assist in training and coaching new employees in all segment
- Well-app
- Nav Patient queue
- Millers queue
- Boeing queue
- Excellent communication and customer service
- Fast learner and Reliable
- Self motivated
- Team Player
- Can take 90 + calls a day
Front Office Receptionist
Pathway Medical Group
10.2008 - 02.2019
- Managed master calendar and scheduled appointments for 4 providers based on optimal patient loads and clinician availability.
- Organized paperwork such as charts and reports for office and patient needs.
- Completed and filed financial documentation for accounting purposes.
- Completed skilled administrative work to support all office staff and operational requirements.
- Adeptly managed multi-line phone system and pleasantly greeted all patients.
- Checked patient data including insurance, demographic and health history to keep information current.
- Completed clerical duties and tasks for clinic administration.
- Scheduled appointments for doctor visits and procedures using desktop calendar software.
- Obtained payments from patients and scanned identification and insurance cards.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Kept waiting room neat and organized at all times.
- Pull charts, file charts, and create charts
- Take detail messages for the providers
- Inform patients of test results, radiology and lab
- Manage patient refill and prior authorizations for medication
- Communicate with pharmacy for all member medication needs
- Distribute incoming faxes
- Contact other provider/specialist office for any patient needs
- Retrieve and forward patient patient medical records following HIPAA guidelines
- Manage online medication requests/escripts
- Manage Home Health and DME orders and authorizations
- Assist in filling forms for patients (EDD, FMLA, DMV Placard, IHSS, Medication Assistance program, etc)
- One year experience in medical billing and coding
Education
No Degree - Certified Medical FO Clerk/Insurance Verification
Lincoln Adult Education Center
Garden GroveHigh School Diploma -
Los Amigos High School
Fountain Valley, CA06.2005
Skills
- Problem-solving expertise
- Customer feedback handling
- Proficient in medical terminology
- Professional phone communication
- Skilled in operating multi-line phone systems
- Healthcare administration
- Proficient in typing at 40 wpm
- Claims evaluation proficiency
- Familiarity with HIPAA compliance standards
- Effective team leadership
- Proficient in verbal and written communication
- Reliable team member
- Reporting proficiency
- Effective client communication
- Professional phone etiquette
- Proficient in Spanish communication
- Effective verbal communication
- Experienced in task prioritization
- Adaptable to operational changes
- Team member development
- Managing healthcare scheduling
- Familiar with Insurance Commercial and Medi-cal, and Medicare
Languages
Spanish
Full Professional
Timeline
Supervisor
Memorialcare Medical Group
02.2022 - Current
Training and QA Analyst
MemorialCare Medical
08.2021 - 02.2022
Lead Navigator
MemorialCare Medical Group
11.2020 - 08.2021
Patient Navigator 1
Memorialcare Medical Group
02.2019 - 11.2020
Front Office Receptionist
Pathway Medical Group
10.2008 - 02.2019
No Degree - Certified Medical FO Clerk/Insurance Verification
Lincoln Adult Education Center
High School Diploma -
Los Amigos High School