Diana Corrales
Sioux Falls
Summary
Dynamic leader and adept communicator with proven expertise in patient registration and insurance verification honed at Avera Orthopedics. Excelled in enhancing patient satisfaction and streamlining processes, evidenced by a track record of fostering team collaboration and driving significant improvements in service delivery. Skilled in multitasking and active listening, consistently achieving high accuracy in patient data management.
Overview
8
8
years of professional experience
Work History
Patient Service Representative Team Lead
Avera Orthopedics
06.2024 - Current
- Trained new staff on filing, phone etiquette and other office duties.
- Developed strong relationships with patients and their families to provide exceptional customer service at all times.
- Delivered support to medical staff in completion of patient paperwork.
- Promoted a positive work environment through effective team collaboration and open communication channels.
- Maintained accurate and up-to-date records of patient demographics, insurance information, and medical histories by consistently verifying data during each visit or interaction.
- Provided excellent customer service to patients and medical staff.
- Coordinated with other departments to ensure seamless delivery of services throughout the patient journey such as Medicaid referrals
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Worked effectively in fast-paced environments.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
Call Center Representative
Money Penny
11.2022 - 04.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Responded proactively and positively to rapid change.
Patient Service Representative
Avera Medical Group
10.2021 - 06.2022
- Answered incoming calls, scheduled appointments and filed medical records.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Assisted patients in filling out check-in and payment paperwork.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Used Meditech to schedule appointments.
- Built and maintained positive working relationships with patients and staff.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
Sales Associate
Bath And Body Works
03.2018 - 11.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed efficient cash register operations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
Customer Service Representative
Lewis Drug Pharmacy
06.2020 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Developed and maintained courteous and effective working relationships.
Host
IHOP
06.2017 - 12.2017
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered phone calls to take orders, give information and document reservations.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
Education
High School Diploma -
Washington High School
Sioux Falls, SD05-2021
Skills
- Patient registration
- Insurance verification
- Task prioritization
- Documentation skills
- Scheduling appointments
- Insurance authorizations
- Insurance verifying
- Effective communication
- Active listening
- Registration and scheduling
- Multitasking Abilities
- Appointment scheduling
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Representative Team Lead
Avera Orthopedics
06.2024 - Current
Call Center Representative
Money Penny
11.2022 - 04.2023
Patient Service Representative
Avera Medical Group
10.2021 - 06.2022
Customer Service Representative
Lewis Drug Pharmacy
06.2020 - 04.2021
Sales Associate
Bath And Body Works
03.2018 - 11.2021
Host
IHOP
06.2017 - 12.2017
High School Diploma -
Washington High School
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