Health Management

Dayrena Diaz

Health Management and Administration Account Manager Medical Billing 561-***-**** ~ *********@*****.*** ~ LinkedIn

SUMMARY

As a proud Latina professional, I’ve successfully navigated the complexities of various roles by blending remote and in-person experiences to drive positive outcomes. My journey is fueled by a passion for helping others, and I’ve consistently utilized technology and innovative strategies to enhance processes and improve efficiency across all my positions. In every role I’ve held, I’ve focused on implementing solutions that not only elevate team performance but also contribute to the bottom line. I believe my unique perspective enables me to connect with diverse teams and clients, ensuring their needs are met with genuine empathy and understanding. I’m eager to bring my skills, dedication, and a results-driven mindset to a dynamic team, where I can continue to make a meaningful impact.

EXPERIENCE

ROI Customer Service Representative, RecordQuest June 2025 – Current

- Customer Satisfaction & ROI Impact: Spearheaded customer engagement initiatives, achieving a 95% customer satisfaction rate through personalized communication and efficient issue resolution, demonstrably improving client ROI.

- Efficiency & First-Contact Resolution: Resolved customer inquiries and requests, leading to a 90% first-contact resolution rate, significantly improving team efficiency and exceeding the company's KPI target by 10%.

- Process Improvement & Operational Excellence: Implemented streamlined processes based on customer feedback and ROI analysis, enhancing operational efficiency by 20% and driving improvements in overall customer experience KPIs.

Oral Sedation Coordinator, Coastal Family Health Center, Inc. (Contract) October 2024 - January 2025 - Patient Communication and Coordination: Educated over 50 patients on the sedation process, improving appointment scheduling efficiency by 30% through streamlined communications with the dental team and better pre-authorization handling.

-Documentation and Pre-operative Preparation: Maintained 100% accuracy in patient sedation records by conducting thorough medical history reviews and ensuring all necessary equipment was available, resulting in zero last-minute cancellations.

-Monitoring and Post-operative Care: Monitored vital signs of patients during sedation, achieving a 95% satisfaction rate in postoperative follow-ups by providing clear recovery instructions and timely health checks.

Medical Billing, Accounts Payable and Receivable Specialist, Malkani Retina Center June 2024 – October 2024 - Claims Processing: Processed insurance claims and worked diligently to resolve a year’s worth of medical billing backlog, resulting in a 20% reduction in denial rates through meticulous documentation and follow-up, significantly shortening reimbursement cycles by two weeks on average.

-Collaboration and Training: Collaborated with healthcare providers to resolve billing discrepancies and trained five junior staff members on claims processing, improving overall team efficiency and accuracy.

-Financial Assistance: Assisted over 40 patients in securing financial aid for treatment costs, enhancing patient accessibility to necessary care services.

Health Management Coordinator Intern, My Care Medical November 2023 - May 2024

-Front Desk Support: Managed scheduling for over 100 patients weekly, ensuring compliance with HIPAA regulations and improving patient flow by reducing wait times through effective collaboration with medical staff.

-Key Performance Indicators (KPIs): Developed and implemented KPIs to meet office quotas, closely monitoring performance metrics that enhanced operational efficiency and patient satisfaction.

-Documentation Management: Ensured daily doctor notes were accurately closed out, achieving a 100% compliance rate and contributing to seamless patient care continuity, while also handling financial transactions with 100% accuracy in copay reports and reconciliations.

Medical Receptionist, Tenet Healthcare/Colorectal Surgeon May 2023 - October 2023

-Patient Check-in and Check-out Management: Streamlined the check-in process for over 60 patients daily, ensuring accurate documentation and reducing appointment scheduling errors by 25%.

-Communication: Provided interpretation services for Spanish-speaking patients, improving access to services and enhancing patient satisfaction as reflected in positive feedback surveys.

-Financial Transactions: Processed financial transactions accurately, generating reports that ensured compliance with health and safety standards and reduced discrepancies by 15%.

Medical Receptionist, Florida Healthcare Associates June 2022 - June 2023

-Patient Registration: Implemented an improved patient registration process, resulting in a 30% reduction in registration time using EMR systems, enhancing the patient experience.

-Medical Records Management: Coordinated medical records management effectively, leading to a 40% faster retrieval time for records, benefiting both staff and patients.

-Call Center Operations: Provided support to call center operations, improving response times to patient inquiries and contributing to a team environment focused on quality care.

Inside Sales Team Lead, Sigora Solar November 2019 - June 2022

-Sales Target Achievement: Led the sales team to exceed quarterly sales targets by over 25% through the development and implementation of effective sales strategies and methodologies.

-Training and Mentorship: Trained and mentored new sales representatives, increasing team performance metrics by 15% and enhancing client satisfaction ratings.

-Appointment Confirmation Department: Established the Appointment Confirmation Department, which improved customer engagement and reduced scheduling miscommunication by 20%.

Lead Sales Administrative Assistant, Solartech Universal October 2017 - November 2019

-Administrative Support: Provided essential administrative support that led to a 30% increase in efficiency within the sales team, ensuring high levels of customer service.

-Sales Order Processing: Assisted in the timely preparation and processing of sales orders, achieving a 98% accuracy rate in documentation and record-keeping.

-Cross-Functional Collaboration: Collaborated with sales and marketing teams, leading to improved communication and alignment, which enhanced overall sales performance.

-Demonstrated strong organizational skills while managing multiple tasks in a fast-paced environment.

Assistant Manager, Wendy’s February 2013 - September 2017

-Sales Goals Exceedance: Consistently exceeded daily sales goals by up to 15% through the implementation of new customer service processes and operational strategies.

-Operational Efficiency: Improved inventory management processes, reducing waste by 20% and ensuring optimal stock levels during peak hours.

-Financial Management: Handled financial responsibilities with 100% accuracy in daily bank deposits and trained staff on policy compliance, maintaining high operational standards.

EDUCATION

B.A.S. Health Management and Supervision, Palm Beach State College December 2024

A.A. General Studies, Palm Beach State College May 2022

CERTIFICATIONS

Basic Life Support and CPR Expires November 2026

Project Management Professional (PMP) Certification August 2025 (In Progress)

Six Sigma Green Belt Certification August 2025 (In Progress)

SKILLS

-Bilingual: Fluent in Spanish

-Health Management: Patient Communication and Coordination, Documentation, Pre-operative Preparation, Monitoring, Post-operative Care, HIPAA Compliance, Patient Record Management, Inventory Management.

-Sales & Customer Service: Sales Strategies, Lead Management, Customer Engagement, Appointment Scheduling, Client Needs Assessment, Product Promotion, Conflict Resolution, Customer Service Processes, Sales Performance Analysis, Market Research.

-Medical Administration & Billing: Claims Processing, ICD-10/CPT Coding, Insurance Verification, Financial Transactions, Billing Discrepancies Resolution, Payment Processing, Account Management.

-Team Leadership & Training: Training and Mentorship, Performance Management, Team Building, Supervising Experience.

TOOLS

-EMR Systems: Epic, AthenaOne, EClinicalWorks, Dentacon, NexTech, Phressa, EMedPractice.

-CRM Software: Salesforce, HubSpot, Zendesk, Copper.

-Microsoft Office Suite: Outlook, Excel, Access, PowerPoint.

-Other Software & Platforms: Google Docs, UHC Providers Portal, Availity, RingCentral, Webex, RF Scanners.

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