LETICIA PALACIOS

Irvine, CA 714-***-**** ad21ss@r.postjobfree.com

OBJECTIVE

To obtain a position that promotes personal and professional growth within a field where I can contribute my work experience, work ethic, and professionalism

SKILLS

• Bilingual: English/Spanish

• Multi-task oriented and flexible

• Energetic, professional, and customer oriented

• Excellent communication, motivational

• Effective working independently or as a cooperative team member

• Good logic application and great at following directions

• Active listener with strong ability to diffuse difficult customer situations WORK EXPERIENCE

01/2023 – Present Clinic Administrative Assistant, Loyal Sources Healthcare, Irvine, CA

• Welcome Veterans and visitors upon entry

• Genuinely serve Veterans on every level, including the ability to enhance patient satisfaction and increase office efficiency

• Provide administrative support to the clinic functions

• Sort and distribute communications in a timely manner

• Reschedule and schedule appointments for Veterans

• Assist clinic management with projects as assigned

• Perform receptionist duties – answering the phone, triage incoming calls and route to appropriate team member

• Help providers and doctors with Medical Records

02/2020 – 08/2022 Billing/ Customer Service, Radiology Partners, Santa Ana, CA

• Answer and respond to inbound patient calls in a Call Center environment

• Responsible for accurately documenting steps taken and next steps needed to provide resolution

• Coordinate with facilities, payors and collections agency related to a patient account

• Review and resolve patient concerns, which include: demographic updates, insurance coverage, resubmitting claims, appeal requests, payments and collection cancellation notice

• Review patient accounts, claim information and Explanation of Benefits to enable quick resolution of patient issues

• Assist in responding to legal and financial assistance requests

• Maintain various email accounts to ensure patient concerns are properly addressed in a timely manner

• Evaluate customer service processes and provide feedback on improvement plan

• Report on status of patient concerns, trends, and resolutions to the management team 11/2018 - 09/2019 CALL CENTER CONCIERGE/ REPRESENTATIVE, ALIGNMENT HEALTHCARE, ORANGE, CA

• Knowledgeable in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a “subject matter expert” in the health care experience that our members navigate daily.

• Meet call metrics, ensure member satisfaction, verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate. Analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.

• Collaborate with our partners – including but not limited for any outreach or care gap programs and connect members to programs or services when appropriate. Analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.

• Resolve incoming calls concerning members’ eligibility, benefits, provider information, clinical, and pharmacy needs; coordinate membership changes such as member’s primary care physician and proactively engage member with their wellness plan options.

• Responsible for receiving inbound phone calls within the department’s goal timeframe, and for performing outbound courtesy calls as needed; may be required to communicate with members in other channels including e-mail, web chat, SMS/text, as required.

• Manage member’s communication preferences as possible, which may include time of day, channel, and language; utilize interpreter service as needed.

• Responsible for real-time documentation (i.e., caller name, contact info, call reason, action taken, resolution, etc.) and timely wrap-up to support outcomes reporting, in all systems/applications as required.

• Enter member demographics and information with accuracy and attention to detail; feel responsible for the quality of our data.

• Excel in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of member satisfaction.

• Adhere to all applicable attendance policies to ensure consistent and reliable queue coverage, which is essential to the member experience.

05/2017- 01/2018 LEGAL ASSISTANT, LAW OFFICES OF BRENT CALDWELL, HUNTINGTON BEACH, CA

• Provide full secretarial and telephone support for three attorneys

• Prepare case files by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data, and graphics

• Arrange and mail legal correspondence to clients, witnesses and officials

• Assist in maintaining attorney personnel files with the utmost confidentiality

• Maintain the master calendar for client appointments and court appearances 06/2012 - 12/2016 Temporary Assignments

• Customer Service Representative, SMS Marking, INC (Select Staffing, Irvine) Santa Ana, CA

• Receptionist, C & D Zodiac Aerospace, INC (Select Staffing, Garden Grove) Garden Grove, CA

• Receptionist, The O.C Register (Helpmates Staffing Irvine), Santa Ana, CA

• Customer Service Representative, Corinthians Colleges INC, (Priority Staffing Irvine) Santa Ana, CA

• Collection Specialist, Collections, Co., Irvine, CA

• Customer Service Representative, Smile Brands, (Volt Agency, Irvine) Irvine, CA 12/2006 - 04/2011 Customer Service Specialist, D-Link Systems, Inc., Fountain Valley, CA

• Provided excellent customer service and fulfill their needs balanced along with a concern for the profitability of the company as administrated rebates, documented complaints and offer solutions

• Successfully demonstrated exceptional ability to build productive relationships, resolve complex issues and win customer loyalty

• Manage customer inquiries, complaints, RMA (return merchandise authorizations) requests, high volume workload with little supervision

09/2005 – 12/2006 Assistant Cashier, Costco, Fountain Valley, CA.

• Packs member orders into boxes and transfers items to a separate cart for Cashiers

• Performs clean-up, cart retrieval, merchandise restocking and runs for items as directed

• Processes member orders, collects payment while providing a high level of member service

• Department set-up and closing tasks as necessary EDUCATION

Santa Ana College, General Education courses with an emphasis on Business Management- 2000-2002 Saddleback High School, Received High School Diploma- 1999

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