Roberto Lopez
Phoenix
Summary
Dynamic and detail-oriented professional with extensive experience , excelling in customer service and patient relations. Proven ability to enhance patient satisfaction through effective scheduling and empathetic communication. Proficient in Microsoft Excel and adept at problem-solving, consistently improving operational efficiency and supporting team goals in dynamic environments.
Overview
10
10
years of professional experience
Work History
Front Desk Receptionist
Affiliated Urologist
05.2022 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Helped patients complete necessary medical forms and documentation.
- Managed a high volume of incoming calls, addressing inquiries, and providing exceptional customer service to patients.
- Coordinated appointment reminders for patients via phone calls or email notifications, reducing no-show rates.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Transcribed phone messages and relayed to appropriate personnel.
Patient Service Representative
TriWest Healthcare Alliance
04.2016 - 04.2022
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Organized patient records and database to facilitate information storage and retrieval.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Processed Claims
Customer Service Representative
LogistiCare
02.2015 - 03.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Medical Assisting
Allen School of Health Sciences
Phoenix, AZ05-2013
High School Diploma -
Maryvale High School
Phoenix, AZ05-2011
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Telephone etiquette
- Bi-lingual (Read,write,speak)
- Problem-solving
- Customer and client relations
- Scheduling
- Proficient in Microsoft Word and Excel spreadsheets
- CPT code/diagnosis
Languages
Spanish
Full Professional
Timeline
Front Desk Receptionist
Affiliated Urologist
05.2022 - Current
Patient Service Representative
TriWest Healthcare Alliance
04.2016 - 04.2022
Customer Service Representative
LogistiCare
02.2015 - 03.2016
Medical Assisting
Allen School of Health Sciences
High School Diploma -
Maryvale High School
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