STEPHANIE MARTINEZ
Whittier
Summary
Experienced Patient Service Representative with over 10 years of experience in the healthcare industry supporting patient care, administrative operations, and diagnostic services. Proven ability to manage high patient volumes, coordinate insurance authorizations, resolve billing concerns, and maintain strict HIPAA compliance. Known for excellent communication, attention to detail, and strong organizational and multitasking skills in fast-paced clinical environments.
Overview
12
12
years of professional experience
2009
2009
years of post-secondary education
Work History
Patient Service Representative
Quest Diagnostics
Beverly Hills
01.2012 - 01.2024
- Delivered high-quality patient service through daily greeting, registration, scheduling, and intake in a high-volume clinical setting
- Educated patients on diagnostic testing procedures, preparation instructions, and follow-up processes
- Managed a high volume of inbound calls, emails, and fax inquiries while maintaining accuracy and professionalism
- Coordinated insurance verification, prior authorizations, and eligibility to prevent claim delays
- Collected co-payments and resolved billing discrepancies and patient disputes
- Maintained and updated patient records accurately using company-designated software
- Documented patient interactions, call histories, and in-person visits thoroughly
- Coordinated with laboratory staff and providers to communicate test results and resolve reporting issues
- Addressed sensitive patient concerns and complaints, escalating issues appropriately to leadership when needed
- Assisted with specimen collection in compliance with company protocols and safety standards
- Collaborated with supervisors and team members to ensure smooth patient flow and daily operational efficiency
- Provided administrative and clerical support using independent judgment and discretion
- Consistently delivered service aligned with Quest Diagnostics 'Gold Standards' of patient care
- Demonstrated compassion, empathy, and professionalism when working with diverse patient populations
- Maintained strict compliance with federal HIPAA regulations to protect patient health information
Education
Pioneer High School
Whittier, Skills
- Patient Registration & Scheduling
- Insurance Verification & Authorizations
- Medical Billing & Co-Payments
- Patient Interviewing & Education
- HIPAA Compliance & Data Confidentiality
- Routing Lab Results
- Conflict Resolution & Complaint Management
- Administrative & Front Office Support
- Time Management & Prioritization
- Verbal & Written Communication
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Google Workspace (Docs, Sheets, Slides)
- Electronic Medical Records (EMR) systems
Timeline
Patient Service Representative
Quest Diagnostics
01.2012 - 01.2024
Pioneer High School