Tammy Rivera
Trabuco Canyon
Summary
Detail-oriented and organized while being focused on evaluating patient needs and progression and adapting plans as needed to facilitate enhanced health and growth. Enthusiastic, resourceful professional with academic and professional background in patient relations and customer service. Ability to establish priorities and meet challenges head-on. Strong listening and time management skills. Level-headed professional who remains calm and effective in extremely difficult and stressful situations. Strong belief in importance of compassion and support.
Overview
20
20
years of professional experience
Work History
Call Center Representative
Providence
Brea, CA
12.2020 - Current
- Identifying customers needs, clarify information, research every issue and providing solution. Following call center scripts. Managing large amount of inbound calls in a timely manner. Comfortable working in fast paced environment. Able to assist different departments for examples Mission Ob, Midwifery team, Mission Internal & Family Medicine, St Jude Ob, Rx Refills and St Mary Internal & Family Medicine & Pediatrics. I have improved my communication skills and phone etiquette. Also able to transition from an office to a call center. Schedule appointments for patients and ensure the following: obtain and enter accurate demographics information in Epic. Understand when a call needs to be escalated to the physician, manager or triage nurse. Check patient’s eligibility, insurance plan type, along with verifying in network and out of network benefits. Per Diem coverage 2023-2024, trained new staff or assisted with onboarding. Collaborated with team members and supervisors to escalate complex issues when needed. Delivered accurate information while maintaining a professional and empathetic tone. Adapted quickly to changing scheduled and business needs in a per diem capacity. Consistently met or exceeded performance metrics such as call time, resolution rate, or customer satisfaction.
Appointment Scheduler
Mission Ob/Gyn Medical Group, Inc.
Mission Viejo, CA
01.2015 - 01.2020
- Greet callers in a friendly manner and transfer to proper location. Schedule, cancel or confirm appointments for 13 providers. Make incoming and outgoing calls. Ensured the privacy and confidentiality of all messages and information released or given. Take messages and page doctors in case of emergency. Register patient, insurance verification, and check authorizations. Help assist our lead and communicate any update to our caregivers. Train and assist in the development of new hires. Schedule management, collects payments, assist the billing department with questions regarding claim or adjustment. Service patients and their needs by making reminder calls and reschedule appointments as needed. Assist medical records calls.
Driver/Support Staff
Community Crossings/Crossroad of Choices
Temecula, CA
01.2013 - 01.2015
- Pick up and drop off individuals from and to their home or facility. Providing personal assistance, medical attention, and emotional support. Teaches individual life skills such as mobility training, work and community skills. Participate, engage, review, and follow in individuals' daily routines and activities providing information to supervisor and co-workers. Document all reports and data regarding the individual. Assisting individual with grooming and self care, and instruct individual in proper behavior at all times.
Warehouse Worker
Apple One
Temecula, CA
01.2012 - 01.2012
- Duties included maintained a clean work environment, kept tools and equipment used for unloading and loading goods in their assigned places, packaging and labeling products before they are dispatched and submitted records to the manager.
Medical Front Office
Birch Chiropractic
San Juan Capistrano, CA
01.2009 - 01.2011
- Duties include insurance verification, authorizations, referrals, collect copayment, medical billing, HMO/PPO, Worker’s Compensation, contacted lawyers, appointment setting, room patients, assist in physical therapy, stocking, inventory, translate for patients and doctors, phones, and medical records management.
Medical Assistant ~ Externship
USC Medical Center
Los Angeles, CA
01.2008 - 01.2008
- Specialties: Dermatology, Cardiology, Rheumatology and Internal Medicine Duties include vital signs, rooming patients, EKG’s, assist with pap smear, biopsy, and minor surgeries, urinalysis, injections, glucose tests, pregnancy tests, specimen collection, preparing patient charts, filing, laboratory paperwork, and medical records management.
Medical Front Office
Adobe Medical Group Inc.
San Juan Capistrano, CA
01.2006 - 01.2008
- Duties include insurance verification, medical records management, appointment control, referrals, co pays, laboratory paperwork, prepared patient charts, rooming patients, vital signs, data entry, and phones.
Education
Medical Assistant Program -
Newbridge College
Santa Ana, CA01-2008
High School Diploma - undefined
Capistrano Valley
Mission Viejo, CA01-2007
Skills
- Fluent in English / Spanish Programs: Allscripts Professional, EMR, Medisoft, Arctieval, Cerner, Ibex, Poets, Genesys Cloud and Epic
Timeline
Call Center Representative
Providence
12.2020 - Current
Appointment Scheduler
Mission Ob/Gyn Medical Group, Inc.
01.2015 - 01.2020
Driver/Support Staff
Community Crossings/Crossroad of Choices
01.2013 - 01.2015
Warehouse Worker
Apple One
01.2012 - 01.2012
Medical Front Office
Birch Chiropractic
01.2009 - 01.2011
Medical Assistant ~ Externship
USC Medical Center
01.2008 - 01.2008
Medical Front Office
Adobe Medical Group Inc.
01.2006 - 01.2008
High School Diploma - undefined
Capistrano Valley
Medical Assistant Program -
Newbridge College