Patient Care Customer Service

LORENA VASQUEZ

Austin, TX *************@*****.*** 832-***-****

PROFESSIONAL SUMMARY

Versatile and bilingual healthcare operations and administrative professional with over 7 years of experience supporting high-volume clinics, streamlining appointment workflows, and delivering exceptional service across healthcare and hospitality sectors. Proven leader in managing schedules, optimizing EHR systems, and supervising teams to improve operational efficiency and patient care. Known for empathetic communication, proactive problem-solving, and attention to detail. Fluent in English and Spanish. Seeking remote or hybrid opportunities in administrative coordination, healthcare scheduling, or operations support. CORE COMPETENCIES

- Remote Scheduling & Patient Coordination- EHR Systems (Athena, Valant, InSync) & Transitions

- Insurance Verification & Eligibility (Availity, Claim MD)

- HIPAA Compliance & Data Confidentiality

- Workflow & Process Improvement

- Team Supervision & Staff Training

- Customer Service & Conflict Resolution

- Intake & Calendar Management (High Volume)

- Medical Billing Knowledge (CMS 1500, CPT, ICD-10)

- Cross-Functional Communication

- Empathetic Communication & Patient Support

- Google Workspace, Microsoft Office, Slack, Salesforce PROFESSIONAL EXPERIENCE

Roots Behavioral Health - Austin, TX

Ketamine Coordinator Manager May 2023 - April 2025

- Supervised 2-3 team members coordinating services for 12,000+ patients across 50+ providers.

- Oversaw scheduling of 500-700 appointments/month, ensuring timeliness and data accuracy.

- Directed intake and eligibility verification workflows during EHR transitions (Valant to Athena).

- Created a streamlined protocol for rapamycin research participant tracking, boosting engagement.

- Resolved complex patient concerns with empathy and clear follow-up, strengthening trust.

- Evaluated team performance using data dashboards and feedback to guide workflow changes. Ketamine Care Coordinator June 2022 - May 2023

- Handled coordination of over 400 ketamine therapy appointments/month.

- Educated patients on self-pay vs. insurance processes, supporting compliance and retention.

- Acted as liaison between clinical staff and patients for care plan adjustments. Administrative Assistant / Receptionist May 2021 - June 2022

- Supported daily front desk operations and intake for 80-100 patients/day in a busy clinic.

- Maintained patient charts and provider schedules while ensuring full HIPAA compliance.

- Ordered supplies and coordinated logistics for a clean, fully stocked clinical environment. Southwest Austin Foot & Ankle Clinic - Austin, TX

Front Desk Coordinator Oct 2020 - May 2021

-Scheduled diagnostics, surgeries, and follow-ups, managing provider calendars efficiently.

-Verified insurance and surgical eligibility, provided accurate cost estimates, and corrected claim errors to support proper billing.

-Digitized physical charts and created organized record systems to improve workflow.

-Delivered professional and courteous service to all patients, ensuring satisfaction. Etech Network Solutions - Austin, TX

Administrative Intern June 2020 - Sept 2020

- Managed Excel reports on call performance and dispatched tech cases via Salesforce.

- Implemented minor HTML/CSS updates to internal support pages and improved SEO by 5%. Salt Traders Coastal Cooking - Austin, TX

Server & Hostess Aug 2019 - Mar 2020

- Delivered top-tier service in a high-volume restaurant, managing orders and table flow.

- Memorized complex menu offerings and adapted to dietary needs with accuracy and speed. CyraCom - Remote (Houston, TX)

Remote Interpreter Apr 2018 - Aug 2018

- Provided accurate, confidential Spanish-English interpretation for medical and legal calls.

- Maintained 100% quality compliance over 20-30 calls per shift. Abuelo's, Vincent's Italian, Le Bistro, Molina's - Houston, TX Server, Assistant GM, Hostess, Bartender 2013 - Oct 2019

- Trained and led restaurant staff, managed large-scale events, and maintained service flow.

- Increased guest satisfaction through personalized service and upselling techniques.

- Managed POS systems, inventory, and staff scheduling to ensure daily operational success. TECHNICAL SKILLS

- EHR Platforms: Athena, Valant, InSync

- Admin Tools: Google Workspace, Microsoft Office, Zoom, Teams, Slack

- Scheduling & CRM: Availity, Claim MD, Salesforce, Kareo

- Claims & Billing: CMS 1500, CPT, ICD-10, Navicure (or equivalent)

- Document Tools: DocuSign, Adobe Acrobat Pro, Jotform

- Data & Reporting: Excel Dashboards, PivotTables, VLOOKUP

- Communication & Workflow: Slack Integrations, Asana, Trello, Notion

- Web Skills: Basic HTML/CSS

- Telehealth Platforms: Zoom for Healthcare, Doxy.me

- Languages: English (Fluent), Spanish (Fluent)

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