Laura Lopez
Madera
Summary
Resourceful Clinical Specialist known for high productivity and efficient task completion. Possess specialized skills in patient education, clinical training, and healthcare technology implementation. Excel in communication, teamwork, and problem-solving, ensuring successful outcomes in fast-paced clinical environments. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Clinical Specialist
Eye Q Vision Care
11.2019 - Current
- Provided guidance and support to medical staff regarding best practices in patient care.
- Monitored patient outcomes and reported any changes or improvements in their condition.
- Collaborated with other healthcare professionals to ensure optimal quality of care for patients.
- Reviewed medical records for accuracy and completeness according to established guidelines.
- Addressed concerns promptly by escalating them to superiors for quick resolution.
- Demonstrated clinical knowledge, expertise, and proper usage of products.
- Answered incoming calls and responded to customer inquiries; provided accurate information regarding products and services.
- Resolved customer complaints in a timely manner while adhering to company policies and procedures.
- Maintained up-to-date knowledge of all products, services, pricing plans and promotions.
- Escalated complex customer issues to higher levels when necessary.
- Developed strong relationships with customers through effective communication skills.
- Utilized multiple computer applications simultaneously to process orders quickly and accurately.
- Maintained detailed records of all conversations with customers in the company database.
- Participated in team meetings to discuss best practices for handling challenging customer situations.
- Trained new employees on company policies related to call center operations.
- Worked closely with management staff members to develop strategies for improving overall customer experience.
- Identified and resolved issues in client account information.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Prepared and processed medical forms, documents, and reports, maintaining high accuracy.
- Responded promptly to inquiries from providers, patients and payers regarding status of prior authorization requests.
- Contacted insurance carriers to obtain authorizations, notifications and pre-certifications for patients.
Master Scheduler
Eye Q Vision Care
12.2015 - Current
- Monitored customer demand, inventory levels, and material availability for accurate scheduling of resources.
- Initiated corrective actions when unexpected delays occurred or when changes were needed due to customer requests.
- Coordinated patient appointments and scheduling of medical tests, treatments, and procedures.
- Created patient charts, entered data into electronic health records system, and verified insurance information.
- Answered phone calls from patients, physicians and other healthcare providers in a professional manner.05031960
- Assisted with registration process by verifying demographic information and collecting payments.
- Responded to inquiries regarding appointment availability and provided accurate information about services offered.
- Managed the flow of incoming referrals from primary care providers for specialty services or diagnostic testing.
- Resolved any scheduling conflicts that arose between patients and providers in a timely manner.
- Monitored daily schedules to ensure accuracy of all bookings according to provider availability.
- Ensured compliance with HIPAA regulations when handling sensitive patient information.
- Processed cancellations and rescheduling requests promptly while maintaining high customer satisfaction levels.
- Generated reminder letters and calls for upcoming appointments as well as follow-up calls after visit completion.
- Assisted patients with canceling and rescheduling appointments.
- Routed calls and correspondence to appropriate medical staff.
- Coordinated scheduling for multiple physicians across various specialties, balancing patient needs and doctor availability.
- Developed and maintained scheduling templates and guidelines to improve efficiency.
Clinical Interpreter / Master Scheduler /Phone Operator
CCENT (Central Cal. Ears, Nose, and Throat)
07.2011 - 12.2015
- Facilitated communication between non-English speaking patients and healthcare providers.
- Maintained confidentiality regarding all interpreted information while adhering to professional standards of ethics.
- Supported colleagues by providing assistance with translations as needed.
- Delivered real-time, accurate oral translations and interpretations for clients.
- Compiled technical, legal or medical terminology and information used in translations.
- Developed and maintained master production schedules to optimize plant performance.
- Traced missing material and shipments through vendor and customer communications.
- Contacted suppliers to verify shipment details.
- Coordinated pick-up and delivery of express mail services.
- Coordinated patient appointments and scheduling of medical tests, treatments, and procedures.
- Answered phone calls from patients, physicians and other healthcare providers in a professional manner.
- Managed the flow of incoming referrals from primary care providers for specialty services or diagnostic testing.
- Resolved any scheduling conflicts that arose between patients and providers in a timely manner.
- Processed cancellations and rescheduling requests promptly while maintaining high customer satisfaction levels.
- Instructed patients regarding how to prepare for appointments.
- Updated patient information in databases and adhered to confidentiality requirements.
- Routed calls and correspondence to appropriate medical staff.
- Answered incoming calls and directed them to the appropriate department or individual.
- Maintained a professional demeanor while handling customer calls.
- Greeted callers and identified their needs quickly and accurately.
- Provided accurate information regarding company services, procedures, and policies.
- Utilized various software programs including Microsoft Word, Excel, and Outlook to complete job tasks efficiently.
- Handled escalated customer complaints professionally and effectively.
- Demonstrated excellent problem-solving skills when resolving complex customer requests or inquiries.
- Connected incoming calls quickly using multi-line telephone system to reduce hold times.
Education
GED -
Clovis Adult Education
Clovis, CACNA - Nursing Assistance
Clovis Adult Education
Clovis, CA01-2005
Some College (No Degree) - Nursing Pre requisites
Clovis Adult Education
Clovis, CA01-2005
Skills
- Prior Authorization Verification
- Clinical expertise
- Customer Relations
- EMR Documentation
- Training proficiency
- Patient Intake
- Critical Thinking
- Documentation And Reporting
- Decision-Making
- Medical Terminology
- Electronic Health Records
- Professional Demeanor
- Interpersonal Skills
- Continuous Improvement
- Self Motivation
- Problem-solving abilities
- Team Collaboration
- Goal Setting
- Reliability
- Multitasking Abilities
- Time Management
- Indirect Patient Care
- Client Confidentiality
- Language proficiency
- Spanish Fluency
- Attention to Detail
- Adaptability and Flexibility
- Cultural Sensitivity
- Simultaneous interpretation
- Consecutive interpretation
- Interpretation support
- Strong interpersonal skills
- Call Center Operations
- Inter-departmental collaboration
Accomplishments
- Graduated from CNA school and practiced for many years as a CNA.
- Completed college courses for LVN certification.
- Attained employment in medical offices with multiple specialties and continued to expand my knowledge in the medical field by working closely with Doctors and medical staff.
Languages
Spanish
Native or Bilingual
Timeline
Clinical Specialist
Eye Q Vision Care
11.2019 - Current
Master Scheduler
Eye Q Vision Care
12.2015 - Current
Clinical Interpreter / Master Scheduler /Phone Operator
CCENT (Central Cal. Ears, Nose, and Throat)
07.2011 - 12.2015
GED -
Clovis Adult Education
CNA - Nursing Assistance
Clovis Adult Education
Some College (No Degree) - Nursing Pre requisites
Clovis Adult Education
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