Dahianny Luna
Methuen
Summary
Bilingual in English and Spanish.
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
7
7
years of professional experience
Work History
Patient Service Representative Supervisor
Greater Lawrence Family Health Center
01.2025 - Current
- Collaborates with other supervisors in formal and informal meetings to collect and disseminate information, identify and work toward problem resolution, and as requested, act as an interdepartmental liaison.
- Provides for professional development of employees by communicating expectations, appraising performance and providing regular feedback, as well as coaching, counseling, motivating and empowering.
- Ensures that the Patient Service Representatives complete daily assignments and all areas are appropriately covered. During daily operations, covers areas as necessary for breaks, lunches, and when staff members are not in due to sick, vacation, or personal days.
- Provides cross training to ensure coverage of all functions on a daily basis
- Hires new employees with approval of Practice Manager and Human Resources Department. Conducts orientation and training necessary to develop effective staff.
- Conducts annual performance appraisals on a timely basis prior to anniversary date. Utilizes current job description as a guide to evaluate performance.
- Acts as a role model in demonstrating the customer service standards of the organization.
- Develop and implement appropriate controls to ensure integrity and confidentiality of all data and patient information.
- Understands and properly applies employee disciplinary procedures with appropriate documentation.
- Effectively counsels employees on performance and behavioral improvement.
- In conjunction with Practice Manager, reviews incident reports and complaints for trends and risk factors. Takes action to correct and educate staff accordingly. Takes immediate action to resolve unusual incidents and assure that an incident report is completed.
- Creates opportunities for employees to participate in departmental matters, offers suggestions, and resolves problems though individual and group feedback.
- Reports and recommends any needs for improvement within the operations of the departments observed during daily operations.
- Continuously assists in the development of policies and procedures for the department.
- Attempts to resolve patient problems/complaints as they occur. Directs patients through proper channels if necessary for resolution.
- Works with medical staff to ensure that referrals are completed timely and accurately.
- Ensures that cash receipts are reconciled on a daily basis
- Provide leadership for employees to experience training opportunities related to quality improvement.
- Travel between sites when needed.
Patient Service Representative Team Lead
Greater Lawrence Family Health Center
08.2023 - 01.2025
- Perform patient registration functions for new and existing patients including confirmation of appointments, generating encounter forms, updating demographic information, insurance verification, and notifying medical assistant if patients are not called in a timely manner.
- Review information in the Scheduling System/Electronic Medical Record for current/correct demographics and insurance verification.
- Collects co-pays and issue receipts. Reconcile daily cash draw at the end of each shift.
- Schedule return visit or enter patient information onto the Recall List as appropriate.
- Schedule patients accurately according to Patient Scheduling Guidelines and clinician requests.
- Complete other tasks as assigned such as patient reminder calls recall list, etc.
- Resolve all insurance issues to ensure patients have appropriate coverage for services prior to scheduled appointments including patient status and listed primary care clinician.
- Assist patients with enrollment in all available insurance plans (Mass Health, Commonwealth Care, etc.). When required, assists patients in completing Sliding Fee Applications and explain Health Center policies.
- Explain Health Center billing statements and collect payments.
- Reconcile cash receipts for the entire department. Completes all deposit forms for Finance and prepares deposits for pick up.
- Answer all incoming calls quickly using the appropriate uniformed script.
- Appropriate alpha paging to medical staff.
- Provide guidance in direction to Patient Services Representatives relative to daily tasks in the absence of, and as directed by the Patient Services Supervisor and Assist Patient Services Representatives with issues that may arise in the absence of the PSS.
- Train new staff members.
Patient Service Representative
Greater Lawrence Family Health Center
07.2021 - 08.2023
- Perform patient registration functions for new and existing patients, including confirmation of appointments, updating demographic information, insurance verification, pulling of patient charts, and notifying medial assistant when patient has been registered.
- Print schedules for the next clinic day call patients 24 hours in advance to confirm appointments.
- Answers all incoming calls quickly using the appropriate uniformed script.
- Review clinicians schedule in advance for correct demographics and insurance verification. Problems with insurance inform patients prior to their appointments.
- Collect co-pays and issue receipts. Balance receipts against payments collected from patients by the end of shift.
- Resolve all insurance issues to ensure patients have appropriate coverage for services being provided by the Center prior to scheduled appointments.
Patient Service Representative-Temp PSR
Complete Staffing Solutions
03.2021 - 07.2021
- Check-in patients for Covid-Vaccine Appointments
- Schedule future appointments
- Verify insurances
- Maintain confidentiality and follow HIPPA rules
- Greet patients upon arrival
Cashier
Home Depot
03.2018 - 03.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Streamlined checkout process for increased efficiency and reduced waiting times.
Education
No Degree - Health Pathway
Middlesex Community College
Bedford, MAHigh School Diploma -
Greater Lawrence Technical School
Andover, MA06-2020
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Payment collection
- Medical terminology
- Office administration
- FLUENT IN ENGLISH & SPANISH
- Front desk supervision
- Patient feedback collection
- Problem-solving
- Multitasking and organization
- Money handling
- Team collaboration
- EMR
- Team leadership
- Friendly and outgoing
- Attention to detail
- Punctual and hardworking
- Dependable
Timeline
Patient Service Representative Supervisor
Greater Lawrence Family Health Center
01.2025 - Current
Patient Service Representative Team Lead
Greater Lawrence Family Health Center
08.2023 - 01.2025
Patient Service Representative
Greater Lawrence Family Health Center
07.2021 - 08.2023
Patient Service Representative-Temp PSR
Complete Staffing Solutions
03.2021 - 07.2021
Cashier
Home Depot
03.2018 - 03.2021
No Degree - Health Pathway
Middlesex Community College
High School Diploma -
Greater Lawrence Technical School
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