Lou Panlilio
Dublin
Summary
Versatile and achievement-oriented professional with a strong background in customer service and office administration, . Excelled in patient scheduling, coordination, and payment processing, enhancing patient relations while adhering to HIPAA compliance. Demonstrated expertise in Microsoft Office and call handling, significantly improving operational efficiency and patient satisfaction.
Overview
18
18
years of professional experience
Work History
Front Desk Medical Receptionist/Scheduling Specialist
Advanced Surgicare LLC
10.2023 - Current
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Supported office staff and operational requirements with administrative tasks.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Received and routed laboratory results to correct clinical staff members.
Customer Service Representative/Inside Sales Representative
Graybar Electric
08.2015 - 10.2023
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained staff on operating procedures and company services.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Contributed to team objectives in fast-paced environment.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Consulted with businesses to supply accurate product and service information.
- Stayed current on company offerings and industry trends.
- Developed, maintained and utilized diverse client base.
- Kept detailed records of daily activities through online customer database.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
- Presented professional image consistent with company's brand values.
- Trained new employees on customer service, money handling and organizing strategies.
- Used CRM software to maintain detailed contact logs and account records.
- Developed strategic relationships with existing customers by learning preferences and managing regular communications.
- Set up new accounts, established customer credit and set up payment methods.
- Answered customers' questions regarding products, prices, and availability.
- Managed friendly and professional customer interactions.
- Identified and resolved discrepancies and errors in customer accounts.
Consultative Sales Associate
Orchard Supply Hardware LLC
12.2006 - 07.2015
- Researched inventory to determine if requested products were available.
- Identified prospects' needs and provided information on suitable products and services.
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Greeted customers and provided outstanding customer service.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Performed cash, card, and check transactions to complete customer purchases.
- Prioritized helping customers over completing other routine tasks in store.
- Managed efficient cash register operations.
- Listened to customer needs and desires to identify and recommend optimal products.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Education
International Studies
California State University, East Bay
Hayward, CASkills
- Call handling
- Insurance verification
- Patient relations with attention to HIPAA compliance to ensure patient's privacy
- Payment collection, including Point-of-sale system
- Microsoft office
- Patient scheduling and coordination
- Office administration, including but not limited to information documentation and paperwork coordination
- Check-in and appointment management
Languages
Spanish
Limited Working
French
Limited Working
Filipino
Limited Working
Timeline
Front Desk Medical Receptionist/Scheduling Specialist
Advanced Surgicare LLC
10.2023 - Current
Customer Service Representative/Inside Sales Representative
Graybar Electric
08.2015 - 10.2023
Consultative Sales Associate
Orchard Supply Hardware LLC
12.2006 - 07.2015
International Studies
California State University, East Bay
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