Milagro Ochoa

• Responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients

• Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency

• Work in a team environment and contribute to the department and company goals

• Keep precise and clear documentation of all email, fax, phone communications and follow up activities

• Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements

• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process

• Partner with the Clinical lab to ensure client information is correctly entered

• Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed

• Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms

• Achieve team and individual goals and monitor personal metrics

• Use problem solving skills to resolve customer complaints and escalated situations

• Provide email and phone support to customers: physicians, clinics, medical staff, and patients
• Constantly achieve team and individual goals and monitor personal metrics
• Consult with thes ales team, client relationship manager, billing, and lab operations to resolve discrepancies and create effective solutions
• Facilitate clients during theentire sample to report process, and assist with educating clients on policies and processes
• Contact hospitals and clinics to confirm patient demographics, ICD-10 codes, genetic test panels, and insurance, to resolve data discrepancies
• Assist with coordinating sending of collection kits and arrangement of phlebotomy draws for patients
• Contact; as primary POC for ordering healthcare providers
• Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective actions to enhance client satisfaction
• Able to demonstrate professional attitude and courtesy with clients when interfacing with clients and patient

• Ensure accurate data and medical records while maintaining a well organized filing system
• Transferred data from handwritten clinician orders to digital systems, maintaining minimal data entry errors
• Identified discrepancies in order information, efficiently triaging over issues monthly to appropriate teams via Salesforce and JIRA
• Prioritized projects to meet team goals in timely manner
• Consistently completed all daily tasks and assignments
• Maintain strict standards of quality and policies to adhere to HIPPA compliance
• Trained and assisted new hires on diagnostic procedures in both verification and documentation
• Contributed to ad hoc projects, including presentations and reports, enhancing team knowledge and process understanding

• Ensured employee data and consent surveys into computer records
• Verified entered client and account data by reviewing, correcting, deleting, or reentering data; combining data from when account information is incomplete; purging files to eliminate duplication of data.
• Ordered Tuberculosis test for nurses and assisted with troubleshooting
• Documented data for patients, employees, doctors into “EHS” system
• Compiled, sorted, and verified accuracy of data of TB and Flu vaccine
• Maintained order in clinical environment, nurse workstation and administrative office
• Maintained medical staff confidence and protected operations by keeping information confidential

• Greeted clients entering the establishment with positive attitude
• Assisted clients with sign-in for meetings with employees
• Maintained e-mails and calendar for office workday
• Collected and filed mail for employees

• Caregiver for the“disabled” population over the age of 60
• Maintained housing and clean rooms
• Assisted residents with daily living activities such as changing, bathing, and bathroom needs,
• Accompanied patients to clinics and appointments