Jocelyn Zavala
Hesperia
Summary
Reliable team member with 4+ years of healthcare and high-volume call center experience. Proven abilities in managing inbound/outbound calls, appointment scheduling, and patient information using EMR systems. Bilingual in Spanish with strong communication skills and expertise in insurance verification ensures exceptional service and compliance with healthcare standards.
Overview
8
8
years of professional experience
Work History
Member Service Representative
I.E.H.P
CA
11.2021 - Current
- Managed high volumes of inbound and outbound calls, addressing patient inquiries and providing timely solutions.
- Accurately documented patient information and updated accounts in system, ensuring data integrity and confidentiality.
- Assisted members with eligibility, coverage, claims, and authorization inquiries, escalating complex issues as needed.
- Identified and processed member grievances, demonstrating empathy and professionalism in sensitive situations.
- Collaborated with supervisors and team members to resolve patient concerns and improve service quality.
Front Desk Receptionist
Tri-state Community Health Center
Adelanto, CA
09.2020 - 12.2020
- Greeted patients, assisted with check-in, and provided clear information about services and appointments.
- Handled high call volumes, scheduled and confirmed appointments, and rescheduled as needed.
- Verified insurance eligibility (HMO, PPO, Sliding fees) and collected copays, ensuring accurate patient records.
- Registered new patients and updated information, maintaining confidentiality and accuracy.
Receptionist/Office Assistant
Saude consulting Services
07.2020 - 09.2020
- Checked in patients, scheduled and rescheduled appointments, and answered multi-line phones.
- Verified insurance eligibility, requested referral extensions, and maintained accurate patient files.
- Filed charts, faxed medical records, and supported doctors with administrative tasks as needed.
Medical Assistant
West Dermatology
Upland, CA
06.2018 - 06.2020
- Assisted providers with medical procedures and patient care, demonstrating compassion and professionalism.
- Recorded patient vital signs, updated medical histories, and maintained accurate EMR records.
- Scheduled appointments, verified insurance benefits, and collected copays and deductibles.
- Managed high call volumes, answered patient questions, and ensured all documentation and consents were complete.
- Maintained confidentiality and adhered to HIPAA regulations in all patient interactions.
Education
Medical assistant Certificate - undefined
San Joaquin Valley College
Ontario, CA06.2018
High school diploma - undefined
Options For Youth
Chico, CA07.2015
Skills
- High-volume call handling
- Patient scheduling
- Insurance verification
- Medical office experience
- EMR systems
- Patient information entry
- Medical terminology
- Customer service
- Multi-line phone systems
- Medical records management
- Front desk operations
- Bilingual
- Spanish
- Communication skills
- Compassionate patient interaction
Languages
Spanish - Intermediate
Timeline
Member Service Representative
I.E.H.P
11.2021 - Current
Front Desk Receptionist
Tri-state Community Health Center
09.2020 - 12.2020
Receptionist/Office Assistant
Saude consulting Services
07.2020 - 09.2020
Medical Assistant
West Dermatology
06.2018 - 06.2020
Medical assistant Certificate - undefined
San Joaquin Valley College
High school diploma - undefined
Options For Youth