Estefena Ortiz
Orcutt
Summary
Organized Patient Service Representative with over 10 years of experience dealing with public. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Patient Services Representative
Sansum Clinic
01.2022 - Current
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Facilitated patient education by providing clear explanations of treatment plans and addressing any concerns or questions.
- Served as a key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in the provision of quality medical services.
- Answered incoming calls, scheduled appointments and filed medical records.
- Enhanced accessibility of appointments by regularly updating online booking platforms.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Facilitated communication between patients and various departments and staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
Customer Service Representative
Mechanics Bank
10.2020 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Educated customers on use of banking website and mobile apps.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
Recruiter
Spherion
07.2019 - 10.2020
- Enhanced recruitment process for faster hiring by utilizing various sourcing tools such as job boards, social media, and networking events.
- Developed recruiting strategies to identify qualified candidates and build network.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Collaborated with hiring managers to understand job requirements and expectations.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Assisted with onboarding and orientation of new hires to expedite acclimatization process.
- Completing work authorization's I-9.
- Opening and closing work orders.
- Sending onboarding documents and submitting all required documents for new hires.
Person In Charge (PIC)
Subway
09.2019 - 09.2020
- Opening the restaurant up for business.
- Streamlined daily operations by developing and implementing new policies, procedures, and systems to increase efficiency.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Resolved problems, improved operations and provided exceptional service.
- Identified issues, analyzed information and provided solutions to problems.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Maintained a well-organized supply closet by taking inventory of cleaning products and equipment, ensuring tools were always available for use.
- Improved bakery efficiency by assisting in the preparation of dough, fillings, and other baking components.
- Managed inventory levels effectively, minimizing food waste while maintaining adequate supplies of fresh ingredients.
- Prepared ingredients according to precise specifications, resulting in consistent meal quality across all menu items.
- Handled high-pressure situations calmly and professionally during peak hours of operation.
- Maintained a clean and sanitary workspace, adhering to strict health and safety standards for optimal work conditions.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Washed, peeled, and cut fruits and vegetables in advance to save time on food preparation.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Guaranteed customer satisfaction by quickly delivering orders.
Office Assistant
Robert Mann Packaging (Spherion)
04.2019 - 07.2019
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Streamlined communication between departments for better collaboration and increased productivity.
- Acted as a liaison between departments to facilitate the flow of information leading to improved interdepartmental collaboration.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Assisted in financial tasks such as invoicing, expense tracking, and budget preparation to ensure accuracy.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Ensured accurate product labeling, reducing instances of customer dissatisfaction due to mismarked items.
- Managed inventory levels and restocked supplies to keep up with high production needs.
- Maintained confidentiality of sensitive financial information by adhering to company data protection policies and ensuring secure storage of client records.
- Fostered positive relationships with clients as primary point-of-contact regarding any billing-related concerns or questions while providing exceptional customer service throughout interactions.
- Reduced invoice discrepancies by thoroughly reviewing purchase orders, contracts, and receipts before billing clients.
- Used Amtech system to book orders.
Personnel Coordinator
Walmart Neighborhood Market
08.2007 - 03.2019
- Conducted full-cycle recruitment to meet company staffing goals and maintain effective business operations.
- Collaborated with department heads to identify staffing needs, aligning resources with organizational objectives.
- Developed comprehensive onboarding programs, ensuring seamless integration of new hires into the organization.
- Management of benefits administration, including enrollment procedures and timely claims processing for employees'' peace of mind.
- Maintained accurate personnel records, facilitating timely updates and compliance with labor regulations.
- Managed payroll functions, ensuring accuracy in compensation calculations and adherence to company policies.
- Implemented effective training programs to enhance workforce skills and optimize organizational performance.
- Facilitated conflict resolution among staff members to maintain a positive working environment conducive to collaboration and growth.
- Increased overall team productivity with regular performance evaluations and customized feedback sessions.
- Conducted exit interviews with departing employees to gather valuable insights for future retention strategies.
- Initiated and maintained personnel and employee-related files and records and established archives to support internal audits.
- Increased candidate engagement by conducting thorough and personable interviews.
- Screening applicants & setting up interviews, conducting orientation, completing I-9's & submitting background check's.
- Maintained accurate records of interview outcomes, ensuring timely follow-up and feedback to candidates.
- Onboarded new employees with training and new hire documentation.
- Processing FMLA, EDD Claims, & Leave of Absence requests.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Inventory prepping, Scheduling, Backroom & Receiving.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Selling Associate/Cashier
Bath & Body Works
09.2017 - 10.2018
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Maintained accurate cash drawer counts by diligently tracking transactions and reconciling discrepancies.
- Balanced multiple tasks simultaneously during busy periods, keeping lines moving quickly without sacrificing quality or accuracy of transactions.
- Resolved customer complaints promptly, maintaining professionalism while working towards a satisfactory resolution.
- Proactively identified opportunities to upsell products or services during transactions, increasing average transaction value.
- Processed returns effectively by following established guidelines while maintaining a high level of customer service.
- Implemented loss prevention strategies by vigilantly monitoring the sales floor and reporting suspicious activity.
- Greeted customers warmly upon entering the store, creating a welcoming atmosphere conducive to repeat business.
- Assisted in end-of-day closing activities, including cash reconciliation and store cleaning tasks.
- Collaborated with team members to achieve store goals and maintain a positive work environment.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Assisted customers by answering questions and fulfilling requests.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High school diploma or GED -
Santa Maria High School
Santa Maria, CA06.2000
Skills
- Interviewing employees
- Client Engagement
- Bilingual Spanish
- Microsoft Office
- Policy Interpretation
- Documentation And Reporting
- Multitasking Abilities
- Analytical Thinking
- Problem-solving abilities
- Attention to Detail
- Organizational Skills
- Effective Communication
- Data Compilation
- Time management abilities
Certification
Non-CDL Class C
Assessments
- 06/01/2019-Customer Focus & Orientation-Highly Proficient-Responding to customer situations with sensitivity.
Languages
Spanish
Native or Bilingual
Timeline
Patient Services Representative
Sansum Clinic
01.2022 - Current
Customer Service Representative
Mechanics Bank
10.2020 - 12.2021
Person In Charge (PIC)
Subway
09.2019 - 09.2020
Recruiter
Spherion
07.2019 - 10.2020
Office Assistant
Robert Mann Packaging (Spherion)
04.2019 - 07.2019
Selling Associate/Cashier
Bath & Body Works
09.2017 - 10.2018
Personnel Coordinator
Walmart Neighborhood Market
08.2007 - 03.2019
High school diploma or GED -
Santa Maria High School
Non-CDL Class C
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