Lorena Marquez

Dedicated professional with strong background in front office coordination, patient service, and insurance verification. Proficient in ICD9 & CPT coding, electronic claims filing, and bilingual communication (English/Spanish).

Seeking

Admin role to leverage extensive experience in patient check-in/out, appointment scheduling, and financial reporting.

Accommodating Customer Support

Specialist with documented history of exceeding customer and patron expectations. Productive call center representative with several years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Detail oriented and efficient in data entry with a strong focus on accuracy and speed. Skilled in organizing, verifying.

Lift Operator - Quality Assurance at Myndyou (2024-10 – Present)

• Audits and evaluates live and recorded communication data to ensure strict adherence to corporate compliance and quality benchmarks. Transcribe recorded audio accurately, maintaining meticulous attention to detail in documentation.
• Maintains meticulous documentation and data integrity through high-accuracy transcription of complex technical interactions.
• Manages data validation and outbound operational workflows utilizing advanced AI chatbot technologies.

Licensed Insurance Agent at Connexion Point (Temp) (2023-09 – 2024-10)

• Achieved or exceeded target insurance sales quotas, effectively selling Medicare Part C policies to a diverse clientele.
• Provided comprehensive explanations of policy features, benefits, and drawbacks, ensuring clients made informed decisions.
• Customized insurance programs to meet individual customer needs and resolved policyholder inquiries and concerns regarding insurance claims.

Licensed Insurance Agent at Physicians Mutual Insurance Company (2021-06 – 2023-09)

• Exceeded sales quotas by effectively marketing multiple insurance products, including Medicare supplements, life, cancer, and dental policies.
• Provided comprehensive explanations of policy features, benefits, and drawbacks, ensuring clients made informed decisions.
• Addressed and resolved policyholder inquiries and concerns regarding insurance claims, enhancing customer satisfaction.

Bilingual Front Desk (Check-in/Out) at Aesthetic Center for Plastic Surgery (ACPS) (2013-09 – 2018-05)

• Greeted and checked out patients, ensuring a smooth flow of traffic through the reception area. Managed data entry for patient demographics, scheduling workflows, and electronic records management systems to optimize clinic efficiency.
• Coordinated appointment schedules, managed reminder calls, and verified insurance coverage and walked patients through their financial responsibilities and policy details to optimize clinic operations.
• Handled financial transactions by collecting cash payments, co-payments, and account balances. Oversaw daily and monthly financial reporting, payment processing, and account ledger reconciliations with zero variance

Bilingual Front Office Administrator at Excel Center Houston (2012-05 – 2013-09)

• Managed patient check-in and check-out processes, ensuring accurate update of demographics and efficient scheduling, while also verifying insurance details, explaining benefits and coverage to patients, and following up on treatment plans.
• Handled financial transactions including collection of cash payments, co-payments, and account balances, and executed end-of-day financial reconciliations with a focus on accuracy.
• Delivered administrative support by training new staff, maintaining inventory for lobby and kitchen areas, and providing translation services for Spanish-speaking patients to facilitate effective communication.

Bilingual Front Office Coordinator at First Colony Aquatic and Rehabilitation Center (2010-02 – 2011-09)

• Managed patient check-ins and check-outs, including the collection of cash payments, co-payments, and account balances, ensuring accurate financial transactions and record-keeping.
• Coordinated patient scheduling, insurance verification for HMO, PPO, and Medicare, clearly communicated policy breakdowns to patients, and maintained up-to-date patient demographics, contributing to efficient clinic operations.
• Facilitated effective communication by translating for Spanish-speaking patients and providing education on benefits and coverage, enhancing patient understanding and satisfaction.

Bilingual Front Office Coordinator at Richard K. Vanik, M.D. Plastic Surgery & Hand Surgery (2008-03 – 2010-02)

• Optimized patient intake and administrative efficiency by managing appointment scheduling, reminder calls, and patient check-in and check-out procedures.
• Ensured accurate insurance processing by verifying coverage for HMO, PPO, and Medicare plans, simplifying complex benefit details for patients, obtaining necessary pre-authorizations, and executing ICD9 & CPT coding for billing purposes.
• Enhanced patient understanding and facilitated care by providing bilingual translation services and educating patients on their benefits and coverage details for various procedures.

Bilingual Front Desk Coordinator/Receptionist at Noble Primary Care Associates, PA (2006-03 – 2008-03)

• Managed front desk operations by efficiently scheduling appointments and ensuring accurate updating of patient demographics.
• Provided translation services for Spanish-speaking patients, facilitating effective communication and enhancing patient care.
• Verified insurance coverage, processed referrals, and educated patients on benefits and coverage, advised patients on their specific plan limitations and co-payment requirements, while also managing the collection of co-payments.

Bilingual Medical Receptionist/Medical Assistant – Externship at Yury Nosaville, M.D., Obstetrics & Gynecology (2005-10 – 2005-12)

• Answered incoming calls, managed appointment scheduling, and verified patient insurance, and assisted patients with understanding their initial coverage and out-of-pocket details.
• Assisted with patient preparation and rooming, maintaining a clean and organized environment by restocking exam rooms.
• Observed medical procedures including Pap smears and well-woman exams, supporting physician and medical assistant with patient care.

Telephone Surveyor at Creative Consumer Research (2003-01 – 2003-11)

• Conducted comprehensive market research and surveys to gather valuable consumer insights.
• Accurately recorded and reported survey data, ensuring integrity and reliability of information.
• Provided translation services for Spanish-speaking clients, facilitating clear and effective communication.

Medical Billing and Coding – Sanford Brown Institute

– Stafford High School