Client Service Delivery

MD MIGDALIA DEJESUS

Land O Lakes, FL ***** 813-***-****

**************@*****.***

PROFESSIONAL

SUMMARY

Dynamic and results-oriented professional adept in handling customer inquiries and resolving issues efficiently. Excelled in leveraging exceptional communication skills and expertise in medical terminology and ICD9 coding to enhance patient satisfaction. Demonstrated a strong work ethic and a customer- oriented approach, contributing to significant improvements in client service delivery.

LANGUAGES Fluency in English and Spanish

SKILLS Proficient in Microsoft Office Suite

(Word, Excel)

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Experienced with healthcare

systems including Cerner,

Capstone, Epic, and Med-Flex

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Expertise in scheduling and

patient registration

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Strong knowledge of medical

terminology and ICD-9, ICD-10

coding

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Skilled in medical transcription

and documentation

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Competent in credit card

processing and payment handling

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Adept at managing multi-line

phone systems

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Excellent communication and

interpersonal skills

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Strong work ethic with a

customer-focused approach

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Positive, friendly, and professional

demeanor

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WORK HISTORY QUALITY ASSURANCE COORDINATOR 02/2022 to 07/2024 Armstrong International Three Rivers, MI

Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Informed and supported business leaders through consistent communication and administrative support duties.

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Managed incoming 30+ calls daily, reviewed muliple correspondences including 100's of email queries to enhance employee performance and reduce time spent on processing and responding.

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PATIENT SERVICE REPRESENTATIVE 07/2018 to 12/2021

Select Physical Therapy Wesley Chapel, FL

Highest level of customer service to patients, fellow employees and referral sources through coordination and administration of facility's front desk.

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Ensured prompt payment collection by thoroughly explaining financial policies to patients prior to treatment commencement.

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Maintained strict confidentiality of patient information in compliance with HIPAA regulations.

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CUSTOMER CARE REPRESENTATIVE 03/2017 to 06/2018

Carecentrix Tampa, FL

Served as the main liaison between customers, Insurance Company, Durable Medical Equipment Providers, and Home Health Agencies.

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Answered an average of 20-40 calls per day by addressing customer inquiries, solving problems and providing account information.

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Handled all customer relations issues in a gracious manner and in accordance with company policies.

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• Directed calls to appropriate individuals and departments. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

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• Documented data promptly and efficiently with every call. ADMINISTRATION ASSISTANT 10/2014 to 10/2016

Westcoast Brace & Limb Temple Terrace, FL

High tech Orthotic and Prosthetic Devices Liaison between patient and practitioners, established connections with major medical insurance carriers to streamline authorizations for high cost prosthetic devices, Back Office Accounting, created repayment plans for customers with out of pocket costs.

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Answered inquiries, resolved or escalated issues to management personnel to ensure client satisfaction.

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Served as Bi-lingual liaison between Finance, Practitioners and Referrals departments.

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SENIOR PATIENT ACCESS REPRESENTATIVE 01/2005 to 01/2014 Moffitt Cancer Center Tampa, FL

Financial Clearance Unit Authorizations, validated patients insurance coverage for requested procedures, ancillary and Chemo Infusion departments. Conducted regular audits of patient accounts to maintain accuracy, minimize errors, and prevent revenue loss due to incorrect billing practices.

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Collaborated with clinical staff to ensure seamless coordination of care, resulting in improved patient outcomes.

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• Enhanced patient experience with empathetic communication and personalized assistance.

EDUCATION CEU Certificate Medical Oncology 05/2011 Moffitt Cancer Center

Some College (No Degree) Medical Transcription Technology Trocaire College, Buffalo, NY

• Awarded Certificate

No Degree Civil Engineering Technology

LCCC - Lorain County Community College, Elyria OH

• Computer programming

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