Nancy Lazalde
Spring Valley
Summary
Performance-driven and knowledgeable customer service leader. With 21 years of experience, I have been able to maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty. A leader with a passion for teaching and training to develop the best-performing team and contribute to the overall success of the company. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures, and coordinating paperwork. Detail-oriented, proactive, and possessing good relationship-building skills, a hardworking nature, and an adaptable approach.
Overview
22
22
years of professional experience
Work History
Patient Service Representative Cardiology
Sharp Rees-Stealy
San Diego
10.2024 - Current
- Interacted with patients to gather information to accurate registration and scheduling appointments
- Answer telephone call regarding existing accounts
- Confirmed patient information, collected copays and verified insurance
- Handle check-in/out tasks for patients
- Enter patient demographics and insurance information into the system
- Consistently informed patients of their financial responsibilities prior to services being rendered.
Patient Service Representative OB/Obstetrician and Gynecologist
Sharp Rees-Stealy
San Diego
09.2006 - 10.2024
- Streamlined patient check-in processes, ensuring accurate data entry of personal and insurance information.
- Scheduled patient appointments using electronic health record systems to improve efficiency.
- Delivered exceptional customer service in fast-paced healthcare environment.
- Coordinated effective communication between patients and medical staff.
- Professionally answered incoming calls, addressing inquiries and concerns.
- Verified insurance information, collected payments, and organized appointment schedules.
- Inputted patient demographic data into electronic health record system for comprehensive records.
- Maintained patient documents folder by scanning completed forms and identification cards.
Patient Access Representative
Family Health Centers
San Diego
04.2004 - 06.2006
- Scheduling patient appointments and making reminder calls
- Obtain patients' addresses, contact details, insurance information, and medical histories
- Updating and verifying patient information at every visit
- Receiving and processing credit card payments for medical services rendered
- Reviewing patients accounts, identifying delinquent accounts, and collecting overdue payments
- Answering heavy volume of calls, and/or directing patient inquiries or complaints to the appropriate medical staff member
- Helped patients identify services that best suited their needs.
- Provided exceptional customer service to patients, answering questions and addressing concerns
- Verified insurance eligibility and coverage for patients
Education
High School Diploma -
Clairemont High School
San Diego, CA06.1994
Skills
- Active listening skills
- Punctual
- Reliable
- Customer service
- Bilingual (English, Spanish)
- Energetic work attitude
- Fosters a culture of inclusion and respect
- Patient greeting
- HIPAA compliance
- Phone and email etiquette
- Trained in the Epic system
Languages
- English/Spanish
Timeline
Patient Service Representative Cardiology
Sharp Rees-Stealy
10.2024 - Current
Patient Service Representative OB/Obstetrician and Gynecologist
Sharp Rees-Stealy
09.2006 - 10.2024
Patient Access Representative
Family Health Centers
04.2004 - 06.2006
High School Diploma -
Clairemont High School