Front Desk & Patient Services Professional

DESTINY

RIVERA

+1-813-***-**** ************@******.***

*** ********* **, ****** ****, Florida 34609

Detail-oriented and dependable healthcare professional with experience in front desk operations, patient scheduling, insurance verification, and customer service within medical settings. Certified Phlebotomy Technician with strong organizational skills, a compassionate approach to patient care, and the ability to manage multiple priorities accurately and efficiently. Seeking an entry-level Medical Receptionist or Patient Services role to support patient care and contribute to a collaborative healthcare team. Experience

Concierge Customer Service Representative

MEDWATCH LLC Lake Mary, Florida February 2026 — Present Respond to telephone and email inquiries from members and providers within defined service standards, and negotiate with out-of-network providers to secure acceptance of plan terms. Educate members on healthcare benefits and resolve complex coverage inquiries. Maintain detailed and accurate records of all member and provider interactions within the system-based call log. Perform additional duties and special projects as assigned to support evolving departmental needs. Front Desk Coordinator

EyeCare Specialists of Florida Kissimmee, Florida December 2023 — July 2024 Provided a professional first point of contact for patients and visitors Executed patient check-in/check-out and collected copays, coinsurance, and deductibles Accurately maintained patient demographics and insurance data within the EMR Validated insurance coverage and managed authorizations and referrals Coordinated patient scheduling while efficiently managing high call volumes Digitized and integrated insurance documentation and identification into patient files Communicated effectively with providers and staff regarding delays or patient needs Maintained inventory of office and medical supplies Protected patient rights by strictly following HIPAA confidentiality standards Supported team members by assisting with additional office duties as needed Front Desk Coordinator

Sight360 Tampa, Florida May 2023 — November 2023 Managed patient scheduling and maintained data integrity within EMR systems Verified insurance eligibility and secured necessary prior authorizations Optimized patient flow by coordinating arrivals and schedule adjustments with clinical staff Maintained a professional reception area and managed inventory of administrative supplies Updated and audited patient demographic and insurance information Addressed patient inquiries professionally while managing a multi-line phone system Reviewed patient charts and collaborated with providers to validate medical orders Provided cross-functional support at multiple facilities within the regional market Appointment Scheduler

Prado Vision and LASIK Center Tampa, Florida December 2022 — May 2023 Optimized physician schedules by managing appointments based on provider availability Processed and verified medical referrals prior to scheduling new patient consultations Directed a high volume of incoming and outgoing telephonic communications Maintained, updated, and organized electronic medical records (EMR) for accuracy Facilitated payment collection and performed essential administrative duties Managed the scanning, faxing, and distribution of sensitive medical documentation Membership Specialist

IDIQ Call Center Tampa, Florida April 2021 — December 2022 Managed inbound and outbound calls to resolve client inquiries and concerns Delivered accurate solutions while maintaining high customer satisfaction ratings Employed active listening and de-escalation techniques to resolve complex issues Consistently met or exceeded key performance indicators (KPIs) and call center metrics Cultivated positive client relationships through professional and consistent service Utilized proprietary databases and CRM software to document patient and client interactions Ensured full compliance with company policies and regulatory standards Education

A.P. Leto High School, August 2020 — May 2023

High School Diploma

Professional Academy of Health, April 2025 — May 2025 Phlebotomy Technician Certification

Skills

Patient Check-In/Check-Out

Procedures

Insurance Verification and

Authorizations

Scheduling and Appointment

Coordination

EMR/EHR Systems Data Entry and Medical Records

Management

HIPAA Compliance and

Confidentiality Practices

Customer Service and Patient

Support

Multitasking and Time Management

Skills

Front Desk Operations

Certifications

Certified Phlebotomy Technician (CPT)

Skilled in the collection of blood and non-blood specimens Specimen processing and preparation for clinical laboratory testing Performance of screening tests and accurate reporting of results Expertise in proper specimen handling, labeling, and transport Languages

English

Spanish

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