Bilingual Administrative Specialist with Healthcare Focus
Resume:
Diana Portillo
Lancaster, TX *****
**********@*****.***
Summary
Detail-oriented bilingual professional with strong customer service and communication skills. Proven ability to enhance service quality and streamline processes in fast-paced environments.
Skills
Document management
Electronic health records
Appointment scheduling
Insurance verification
Administrative support
Customer service
Problem solving
Effective communication
Attention to detail
Client interaction
Scheduling appointments
Payment processing
Technical support
Strong interpersonal skills
Advanced MS office suite
Bilingual – Spanish and English
NextGen, CRM, Genesis, Microsoft Office
Experience
July 2025 - Current
Bel-Air Apartments - Lancaster, Texas
Bilingual Office Assistant
Managed daily operations of residential apartment complex to optimize efficiency.
Assisted residents with inquiries and maintenance requests, enhancing service quality.
Organized office files and resident records for efficient access and retrieval.
Supported management in timely preparation of leasing documents and reports.
Ensured cleanliness of common areas to create a welcoming environment.
Coordinated with vendors to improve overall service delivery.
Delivered administrative support through efficient document handling and supply ordering.
Handled incoming calls professionally, directing callers to appropriate personnel.
August 2023 - April 2025
Innovista Medical - Richardson, Texas
Bilingual Patient Access Representative
Managed patient check-in and registration processes to enhance efficiency.
Verified insurance information and coordinated benefits for patients accurately.
Assisted patients with inquiries, resolving access-related issues promptly.
Scheduled appointments and maintained provider calendars to optimize workflow.
Utilized electronic health record systems for precise data entry and management.
Collaborated with medical staff to streamline patient flow and improve service access.
Applied HIPAA regulations while handling sensitive patient information.
Collected co-pays and other payments at time of service effectively.
After 2 months went remote
March 2023 - February 2024
USMD - Irving, Texas
Patient Access Representative
Managed patient check-in and registration processes efficiently.
Verified insurance information and coordinated benefits for patients.
Utilized electronic health record systems for accurate data entry and management.
Applied HIPAA privacy and security regulations while handling patient information.
Collaborated with medical staff to streamline patient flow and access services.
Collected co-pays and other payments from patients at time of service.
Answered phones promptly in a professional manner.
Greeted patients and visitors in a courteous and professional manner.
Verified insurance coverage for services provided by the facility.
Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
Obtained necessary signatures for privacy laws and consent for treatment.
Created new patient accounts in EMR system as needed.
Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
Actively participated in team meetings and training sessions.
Assisted with preparing daily cash reports for the clinic.
Responded to patient inquiries regarding billing or financial matters.
Monitored waiting areas to ensure a comfortable environment for patients and visitors.
Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Organized timely and accurate referrals to help patients obtain health care services and access available resources.
Worked remotely some days and managed the clinic.
January 2022 - July 2022
Bank of America - Troy, Michigan
Client Service Representative
Assisted clients with account inquiries and transaction processing.
Processed loan applications and supported clients through the approval process.
Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
Provided customer service support to clients in a timely and efficient manner.
Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
Warmly greeted customers by employing positive telephone etiquette.
Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
Adhered to all applicable laws and regulations while performing job duties.
Presented and explained fees, clearly clarifying invoices and company policies.
Verified accuracy of data entered into company systems.
Created detailed notes in customer profiles to keep track of conversations and requests.
Provided assistance with 401(k) accounts, setup rollovers, closed accounts, investments, enrollments, loan processing, took payments, online navigation, and access for PINs and passwords.
Assisted in linking bank accounts, updating accounts, providing needed printed materials and manual UPS.
Contract position
January 2021 - May 2021
Regency - Arlington, TX
Bilingual Collections Agent
Managed customer accounts to ensure timely payments and reduce delinquencies.
Communicated with clients via phone to discuss payment options and resolve disputes.
Documented account details and interactions in the company's database system.
Maintained compliance with regulations while handling sensitive customer information.
Resolved customer inquiries professionally, fostering positive relationships during collections.
Analyzed account histories to identify patterns and improve collection efforts.
Adhered to company policies and applicable laws while collecting debts from customers.
Followed fair debt practices and regulatory guidelines when managing collections process.
Identified past due accounts and contacted account holders to arrange payment.
Resolved balance errors using accounting software.
Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Attended weekly meetings with internal departments to discuss progress on collections efforts.
Convinced clients to make immediate payments using persuasive techniques and in-depth knowledge of accounts.
Handled outbound collection calls with consistent service quality and success rate.
Education and Training
June 2010
MED VANCE INSTITUTE Grand Prairie, TX
Medical Assistant Certification Medical Assistant
June 1992
North Grand PRAIRIE Grand Prairie, TX
High School Diploma
Languages
Spanish
Native/ Bilingual
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