Summary
Overview
Work History
Education
Skills
Programs Skills
Introduction
Timeline
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Zandy Villareal

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Information Technology position. Ready to help team achieve company goals.

Overview

13
13
years of professional experience

Work History

Lead Patient Representative

Cedars Sinai OB/GYN
02.2022 - Current
  • Ensuring timely responses: Implemented strategies to guarantee that calls were answered in a timely manner, minimizing customer wait times and enhancing overall customer satisfaction
  • Regularly assessed agent performance, comparing it to established company standards
  • Identified areas of improvement and implemented corrective measures when necessary to uphold desired outcomes and service quality
  • Provided constructive feedback and coaching to phone agents, correcting their performance when it fell below company standards
  • Implemented training programs and additional support to help agents improve their skills and efficiency
  • Established and monitored performance metrics to evaluate agent efficiency, call resolution rates, and customer satisfaction levels
  • Used these metrics to identify trends and areas for improvement, implementing strategies to enhance overall team performance
  • Encouraged a collaborative and supportive team environment among phone agents, promoting teamwork and mutual assistance to ensure that company standards were consistently met or exceeded
  • Exercised proficient technical skills in troubleshooting and repairing malfunctioning computer hardware and peripherals, including desktop computers, zebra label printers, and office printers
  • Diagnosed issues, performed repairs, and restored equipment to working order in a timely and efficient manner.

Patient Service Representative II

Cedars Sinai OB/GYN
03.2014 - 02.2022
  • Responsibly handled incoming calls, addressing patient inquiries, scheduling appointments, and providing necessary information
  • Efficiently scheduled appointments and secured necessary authorizations for medical procedures and treatments, ensuring seamless patient experiences
  • Managed patient check-out processes, handled billing, and facilitated rescheduling of follow-up appointments, ensuring patient needs were met comprehensively
  • Effectively coordinated procedures and tests by liaising between patients, healthcare providers, and facilities, ensuring smooth scheduling and communication.

Medical Secretary

Heldfond Medical Group
05.2011 - 07.2013
  • Managed administrative and clerical duties, including overseeing the check-out process, ensuring accurate and efficient completion of transactions for patients and clients
  • Triage phone lines, efficiently directing calls to the appropriate departments, handling inquiries, and providing helpful information to callers
  • Responsible for scheduling appointments, coordinating with clients and staff to find suitable time slots, and maintaining an organized appointment calendar
  • Developed strong multitasking abilities, efficiently handling various responsibilities to contribute to the overall efficiency of the office.

Education

B.S in Information Technology -

Full Sail University
Winter Park, FL

Skills

  • Technical Troubleshooting
  • Cross-Functional Team Development
  • Performance Improvement
  • Business growth and retention
  • Network development
  • Systems and software expertise
  • Customer Support
  • Goal-oriented mindset

Programs Skills

Microsoft Office, EMR:EPIC&Patient Chart Manager, Mysql Workbench, Docker/Docker compose, Ansible, AWS, Microsoft Azure, ICD-9/ ICD-10 CPT Coding, Manual/ Computerized billing, Bilingual in Tagalog

Introduction

When a perfect solution is not possible, I work diligently to find the next best option. I take pride in my work ethic and commitment to excellence. For my career, I am eager to continue expanding my IT knowledge and skills to become an even more seasoned professional. I aim to stay on top of the latest technological advances to evolve and grow my expertise. My goal is to leverage my passion for learning and problem-solving to deliver high-quality work that makes a difference.

Timeline

Lead Patient Representative

Cedars Sinai OB/GYN
02.2022 - Current

Patient Service Representative II

Cedars Sinai OB/GYN
03.2014 - 02.2022

Medical Secretary

Heldfond Medical Group
05.2011 - 07.2013

B.S in Information Technology -

Full Sail University

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Zandy Villareal