Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lorenna Truong

Phoenix,AZ

Summary

Seeking an opportunity to join a growing company that will allow me to utilize my skills as a customer service specialist to excel and advance my career within a company long term.

Overview

15
15
years of professional experience

Work History

Surgical Poster

Arizona Urology Specialists
02.2021 - 03.2025
  • Interview patients referred by the physician for coordination of the surgical care. Explains the procedure, any related tests or treatments to be obtains to the procedure, and the necessary preoperative consents and authorizations.
  • Coordinates the written verification of surgical care and related services to the patient, noting it all in the patient medical record (EHR) as well as the practice management system.
  • Coordinates the pre-authorization schedules for pre-admission testing, additional tests and laboratory work with required notification.
  • Schedules the appointments according to the individual physician preferences.
  • Follows through on ensuring that all pre-ops are received in a timely manner and submitted to nursing for review.
  • Directs the pre-authorization process in conjunction with the precertification coordinator, that insurance pre-authorization is received as well as all required PCP referrals. As indicated, directs completion of Treatment Plan data for various insurers.
  • Completes surgical coordination process by providing written documentation of the schedules and instructions to the patient, scanning copies of the documentation into the patient's EMR record.


Patient Care Coordinator

Arizona Urology Specialist
01.2020 - 02.2021
  • Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
  • Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
  • Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
  • Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.

Front Desk Receptionist

Arizona Urology Specialists
07.2018 - 01.2020
  • Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process.
  • Maintained an organized and clean front office area to create a professional and welcoming environment for visitors and employees.
  • Schedules returning appointments in accordance with physician and /or office guidelines and provides patients with appointment details such as time, location directions, instruction sheets, and other information.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Operated multi-line telephone system to answer and direct a high volume of calls.
  • Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions.

Customer Service Representative

RemX - McKesson
05.2017 - 10.2017
  • Handling inbound calls and faxes for the Merck Access Program. This included verifying cases to assist patients and healthcare providers regarding specific medications, as well as verifying that enrollment forms were filled out accurately and maintaining HIPAA.

Customer Care Representative

Secure Transportation
04.2016 - 04.2017
  • Scheduling transportation for Medicaid and Medicare members, confirming reservations, verifying enrollment, and eligibility, and explaining coverage. Including medical justification, power of attorney dates, and expirations to inform members of the requirements needed to continue with medical transportation.

Premier Support Solutions Specialist

Asurion Solutions
08.2014 - 12.2015
  • Answering inbound calls, working one on one with customers, walking customers through technical problems, and finding accurate solutions in a timely manner. Provided extraordinary customer service with my technical expertise via phone, text, chats, and emails.

Uverse Level 2 Technical Support Representative

Aerotek Staffing Agency
02.2012 - 03.2014
  • Addressing inbound technical support calls for home phones, internet, and television services provided by AT&T. Helping customers with programming remotes, and installing new equipment such as modems and wireless receivers. By creating and correcting service orders alongside other departments, I was able to dispatch the appropriate technicians for repair orders and installation services.


Customer Service Supervisor

Walmart
06.2010 - 10.2012
  • Providing more than exceptional customer service while working with other team members to ensure that all customers are taken care of in an efficient and timely manner. My responsibilities included running and managing all front-end operations, cashing checks, training all new hires, and creating daily schedules for all employees.

Education

Associate of Arts - Business Fundamentals

University of Phoenix
Phoenix, AZ
01.2023

Diploma -

Casa Grande Union High School
01.2009

Skills

  • Bilingual
  • EHR
  • Microsoft Applications
  • ICD- 10
  • CPT

Timeline

Surgical Poster

Arizona Urology Specialists
02.2021 - 03.2025

Patient Care Coordinator

Arizona Urology Specialist
01.2020 - 02.2021

Front Desk Receptionist

Arizona Urology Specialists
07.2018 - 01.2020

Customer Service Representative

RemX - McKesson
05.2017 - 10.2017

Customer Care Representative

Secure Transportation
04.2016 - 04.2017

Premier Support Solutions Specialist

Asurion Solutions
08.2014 - 12.2015

Uverse Level 2 Technical Support Representative

Aerotek Staffing Agency
02.2012 - 03.2014

Customer Service Supervisor

Walmart
06.2010 - 10.2012

Associate of Arts - Business Fundamentals

University of Phoenix

Diploma -

Casa Grande Union High School

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