Summary
Overview
Work History
Skills
Languages
Additional Information
Timeline
Generic

Lesly Rodriguez

Lake Elsinore,CA

Summary

Customer Service Representative with 10+ years of experience in healthcare and administrative support. Skilled in managing high volumes of inbound and outbound calls, email and chat communication, scheduling, and data entry. Proficient in EMR systems and remote tools such as QuickBooks, Keet Health, and Mindbody. Detail-oriented, HIPAA-compliant, and bilingual in English and Spanish. Adept at maintaining professionalism, empathy, and accuracy in remote work environments. Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.

Overview

11
11
years of professional experience

Work History

Lead Front Desk/Customer Service Specialist

In Motion O.C.
07.2021 - Current
  • Handle all patient communication via phone, email, and text, ensuring timely and accurate responses
  • Manage scheduling, intake, and documentation in EMR systems while maintaining HIPAA compliance
  • Review insurance benefits with patients and coordinate care approvals with Medicare
  • Translate medical and insurance information for Spanish-speaking patients
  • Prepare weekly reports, audit care plans, and ensure physician documentation completion
  • Use tools including Keet Health, Mindbody, QuickBooks, PROMT, Vagaro, and Breakthrough
  • Maintaining and updating schedules, and calendars
  • Enter all patient information in EMR system, scan all of patients medical record into EMR , and classify by sections.
  • Record patient issues/conversations in communication log or chart

Medical Records Clerk

Newport Nursing and rehab center
10.2020 - 07.2021
  • Ensured accurate filing and maintenance of patient records in compliance with regulations
  • Managed requests including appeals, subpoenas, and hospital record transfers
  • Creation of patient's charts and monitor assessment completion by medical staff
  • Verified timely physician sign-off on medical documentation
  • Ensure that all nursing departments complete all medical assessments timely
  • Audit all medical staff on daily basis to ensure all patient information is being placed accurately
  • File all paper documentation in patient’s chart
  • Create patients charts before arrival to facility
  • Oversee patient records and ensure files are protected and maintained for medical and legal purposes. I also make sure all nursing departments complete all medical assessments and make sure all patients documents are signed by the doctor

Medical Records Director

Shoreline Healthcare Center
04.2017 - 06.2018
  • Oversaw patient record management and maintained medical/legal compliance
  • Audited documentation processes to ensure accuracy and completion across nursing departments
  • In compliance with yearly medicare audit
  • Collaborated with healthcare providers to ensure accurate documentation and coding of patient records.
  • Led training sessions for staff on effective record-keeping practices and compliance regulations.

Receptionist/Medical Records Assistant

Shoreline Health Care Center
10.2014 - 04.2017
  • Answered, screened and directed inbound phone calls.
  • Received and assisted clients and escorted them to correct destinations; offices, rooms or meeting rooms.
  • Scheduling appointment set up, faxing and mailing.
  • Took verbal and written messages and transmitted them to exact person/destination.
  • Received and sorted email and electronic deliveries.
  • Accepted letters and packages delivered to front desk and distributed to appropriate staff.
  • Handled general requests for information and data.
  • Interacted well with the public.
  • Handled delicate situations, such as - customer requests, special needs and complaints.
  • MEDICAL RECORDS
  • Organize and manage patients' health information data.
  • Ensure paperwork is properly filled out.
  • Ensure all files are secure.
  • Communicate with physicians and other healthcare professionals to clarify diagnoses or to obtain additional information.
  • Analyze electronic data.
  • Daily audit for nurses and department heads

Skills

  • Medical Terminology
  • Good communication skills
  • Call center experience
  • Appointment scheduling
  • Insurance Verification
  • Filing
  • Data Entry
  • QuickBooks
  • Spanish
  • Medical Office Experience
  • Documentation review
  • Inbound & Outbound Call Handling
  • Email & Chat Support
  • EMR Systems (Keet Health, Mindbody, PROMT,Clinicient, PCC)
  • Remote Scheduling & Documentation
  • QuickBooks, Microsoft Office Suite
  • Bilingual: English & Spanish
  • HIPAA & Confidentiality Compliance
  • Zoom, Google Meet, Microsoft Teams
  • Time Management & Self-Motivation
  • Problem Solving & Conflict Resolution
  • Excellent written and oral communication

Languages

Spanish - Fluent
Native or Bilingual
English - Fluent
Native or Bilingual

Additional Information


  • Good communication and interpersonal skills
  • Ability to think out of the box and never give up spirit
  • Close attention to details
  • Superior telephone etiquette
  • Fine time management skills
  • Detailed understanding and experience of front desk operations
  • In-depth knowledge about customer service procedures
  • Amicable in nature and good at greeting guests
  • Explaining health benefits to patients
  • Helping schedule multiple patients at a time

Timeline

Lead Front Desk/Customer Service Specialist

In Motion O.C.
07.2021 - Current

Medical Records Clerk

Newport Nursing and rehab center
10.2020 - 07.2021

Medical Records Director

Shoreline Healthcare Center
04.2017 - 06.2018

Receptionist/Medical Records Assistant

Shoreline Health Care Center
10.2014 - 04.2017

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Lesly Rodriguez