Stephanie Cortez
Philadelphia
Summary
Patient Care Coordinator with strong expertise in insurance verification at Optum, skilled in improving patient experiences through effective communication and streamlined appointment scheduling. Demonstrated success in managing workflows in high-pressure settings while maintaining HIPAA compliance and precise documentation. Dedicated to providing exceptional service and support to a diverse range of clients.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator/Insurance Verification Specialist
Optum, UnitedHealth Group
North Wales
03.2024 - Current
- Provided ongoing communication with patients, families, and other healthcare providers
- Ensured that all necessary documentation was completed accurately, and submitted in a timely manner.
- Performed administrative duties such as filing paperwork, answering phones, and scheduling appointments.
- Managed workflow queues to prioritize tasks based on urgency and importance.
- Cross-referenced multiple databases to obtain up-to-date information.
- Advised customers about their benefits packages, deductibles, and copays.
- Verified insurance coverage for patients by contacting insurance companies and obtaining the necessary information.
Customer Service Representative
P.A.S.E Animal Emergency Hospital
01.2021 - 11.2022
- Greeting visitors, serving as a liaison between clients and doctors, scheduling and confirming appointments, placing outbound calls for follow-ups, reaching out to prospective clients, presenting and explaining fees, processing payments, recommending, selecting, and obtaining products and services, and managing medical records and chart reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided accurate information about products and services to customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered customer inquiries via phone, email, and chat.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed positive relationships with customers through friendly interactions.
Help Desk Coordinator
ACCT Philly
04.2020 - 01.2021
- Coordinated veterinary appointments for sick or injured animals.
- Developed strategies to reduce stress levels of sheltered animals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Attended conferences related to animal welfare initiatives and best practices.
- Scheduled grooming and veterinary appointments for animals.
- Assisted with the intake process of new animals into the shelter.
- Played with dogs and cats to maintain socialization and reduce stress.
- Facilitated volunteer orientations and trained volunteers in animal handling techniques.
- Reviewed pet records from daily visits and appointments, entering important data into system.
Bank Teller
Wells Fargo
04.2019 - 04.2020
- Provides account services to customers, receives deposits and loan payments, cashes checks, issues savings withdrawals, records night and mail deposits, and refers customers to other bank services as necessary.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Entered transactions into computer and issued customer receipts.
Home Health Aid
Ori Home Care Services
04.2017 - 04.2019
- Care for the elderly, care for individuals with physical disabilities and intellectual disabilities, helping patients maintain their personal health and hygiene, shopping for groceries, and preparing meals, grooming patients, and handling basic logistics such as paying bills or scheduling appointments.
- Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Documented care provided and submitted notes to supervisor.
- Tracked and reported clients' progress based on observations and conversations.
Front Desk Receptionist
Rand Spear Law office
11.2015 - 03.2017
- Welcome clients and visitors, answer, screen, and forward phone calls, schedule and confirm appointments, direct the flow of mail, faxes, and deliveries to reach the intended recipients, order and replenish office supplies, manage the maintenance and repair of office equipment, assist with copying, scanning, faxing, emailing, note-taking, and travel booking, prepare meeting facilities, and arrange refreshments.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Scheduled and confirmed appointments for clients and staff.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Compiled and prepared reports and documents as requested.
- Monitored and ordered office supplies, ensuring adequate stock levels.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Verified identity documents for new customers before opening accounts in accordance with company policies.
Education
High School Diploma -
Penn Foster
01.2018
Skills
- Ability to operate different operating systems, software, registers, and kiosk machines
- Excellent interpersonal skills
- Ability to work well with others
- Supervisory and support staff roles
- Working in fast-paced environments
- Quick thinking
- Handling difficult clients with patience
- Dealing with clients via telephone and email
- Active listening
- Probing questions
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Office Administration
- Payment collection
- Patient care coordination
- Eligibility determination
- Insurance plan verification
- Insurance coverage verification
- Insurance knowledge
Certification
- Osha
- Hipaa
Timeline
Patient Care Coordinator/Insurance Verification Specialist
Optum, UnitedHealth Group
03.2024 - Current
Customer Service Representative
P.A.S.E Animal Emergency Hospital
01.2021 - 11.2022
Help Desk Coordinator
ACCT Philly
04.2020 - 01.2021
Bank Teller
Wells Fargo
04.2019 - 04.2020
Home Health Aid
Ori Home Care Services
04.2017 - 04.2019
Front Desk Receptionist
Rand Spear Law office
11.2015 - 03.2017
High School Diploma -
Penn Foster