Lorena Guerrero
Vista
Summary
Detail-oriented phone operator with experience in managing high-volume call routing and patient scheduling. Known for multitasking and assessing call urgency, ensuring timely access to quality care while maintaining accurate documentation.
Overview
10
10
years of professional experience
Work History
Phone Operator
Orthopedic Specialist Of North County
Oceanside
08.2025 - Current
- Efficiently managed high-volume call routing, directing inquiries to Spine Center and Physical Therapy departments.
- Assessed call urgency, escalating emergencies like compound fractures to medical staff for immediate care.
- Accurately documented messages in Electronic Health Record (EHR) for provider reference.
- Scheduled appointments for patients, ensuring alignment with appropriate specialists based on conditions.
- Collected and verified patient demographic information, including legal name and contact details.
- Ensured compliance in referral processing by confirming documentation from primary care physicians.
- Verified insurance coverage and eligibility for orthopedic consultations to enhance patient access.
- Managed pre-registration processes, informing patients of co-pays and required documentation for appointments.
Vet Technician/Receptionist
Twin Oaks Animal Hospital
San Marcos
06.2024 - 02.2025
- Assessed animal conditions upon arrival, documenting vital signs and owner history.
- Collected and processed laboratory samples, including blood, urine, and fecal tests.
- Positioned animals for diagnostic imaging and ensured compliance with safety protocols.
- Prepared surgical suite, monitored anesthesia, and assisted veterinarians during procedures.
- Calculated dosages and filled prescriptions under veterinary direction.
- Administered medications and provided nursing care to hospitalized patients.
- Coordinated appointment scheduling to balance wellness exams and urgent cases.
- Processed financial transactions and maintained accurate medical records for all patients.
Receptionist
Animal Emergency Clinic Of San Diego
Poway
06.2023 - 05.2024
- Coordinated emergency triage by identifying critical cases upon arrival and alerting medical team.
- Answered urgent phone calls, providing clear instructions based on clinic protocols.
- Monitored lobby for deteriorating patient conditions while communicating wait times to stressed owners.
- Delivered compassionate emotional support to clients during medical crises or end-of-life decisions.
- Managed difficult conversations with clients regarding wait times and financial concerns.
- Facilitated euthanasia with sensitivity, handling paperwork and payment to minimize disruption.
- Collected deposits for hospitalization and presented cost estimates clearly to clients.
- Ensured the cleanliness of the lobby while liaising between medical staff and pet owners.
Veterinary Technician/Receptionist
Mohnacky Animal Hospital
Carlsbad
10.2021 - 04.2024
Veterinary Technician/Receptionist
Parkway Pet Clinic
Escondido
01.2019 - 06.2021
Veterinary Technician/Receptionist
California Veterinary Specialists
Carlsbad
08.2015 - 01.2019
Education
High School Diploma -
El Camino High
Oceanside06-2014
Skills
- Call routing
- Message documentation
- Appointment scheduling
- Insurance verification
- Patient registration
- Customer relationship management
- Problem solving
- Effective communication
- Attention to detail
- Emotional intelligence
- Team collaboration
- Time management
- Typing speed
- Office administration
- Administrative tasks
- Building rapport
Languages
Spanish
Native/ Bilingual
Timeline
Phone Operator
Orthopedic Specialist Of North County
08.2025 - Current
Vet Technician/Receptionist
Twin Oaks Animal Hospital
06.2024 - 02.2025
Receptionist
Animal Emergency Clinic Of San Diego
06.2023 - 05.2024
Veterinary Technician/Receptionist
Mohnacky Animal Hospital
10.2021 - 04.2024
Veterinary Technician/Receptionist
Parkway Pet Clinic
01.2019 - 06.2021
Veterinary Technician/Receptionist
California Veterinary Specialists
08.2015 - 01.2019
High School Diploma -
El Camino High