Sofía G. Ballester De La Luz

• Maintains up-to-date patient data by verifying and updating necessary details.
• Schedules patients accurately, according to department protocols and provider preference
• Provides education, estimate preparation, and other pre-appointment instruction as needed
• Receives and addresses patient-care-related telephone calls. Provides routine information on procedures and standard policies and refers matters to the appropriate person within the department/site
• Resolves patients’ questions regarding clinic schedules and billing concerns; handles requests for prescription refills, reschedules appointments, etc.
• Accurately and appropriately documents information in the electronic medical record system
• Receives and processes incoming and outgoing insurance referral requests based on department protocol. Collaborates with staff, patients, and providers as needed to complete requests. Completes follow-up and documentation as needed
• Processes personal in-basket and department pool encounters in Epic in a timely and appropriate manner
• Processes department and provider mail and faxes in a timely and appropriate manner
• Able to identify when patient-related issues need urgent attention and escalate to nursing or provider and/or leadership as needed
• Participates in departmental meetings and huddles as directed by department leadership
• Ability to be cross trained to be able to work in the team room, check out, and check in
• Collects co-pays or outstanding balances on the date of service
• Performs other similar and related duties as required or directed

Executes appropriate behaviors to deliver a Legendary Customer Experience in the Store.

Conducts needs-based conversations and offers financial solutions to meet Customers’ needs.

Proactively reaches out to Customers to deepen relationships through needs-based conversations.

Participate in opening and closing store procedures.

Opens accounts and related services.

Responds to customer inquiries.

Provide legendary Customer Service while processing Customer transactions face-to-face for a variety of routine to more complex financial transactions.

Assists in exceeding service goals by minimizing Customer wait times.

Conducts needs- based conversations and offers financial solutions to meet Customers’ needs.

Makes quality referrals to appropriate partners.

Meet individual performance metrics.

Make sound decisions and timely problem resolution.

Process teller transactions.

Balances Automated Teller Machines and Teller Cash Recyclers as necessary.

Assisted in managing on-site interviews.

In/outbound 30+ calls daily

Managed multiple candidates for multiple job postings at one time.

Developed close relationships with candidates that were close to being hired to truly evaluate whether or not they’d fit company culture.

Conducted background checks.

Manage the entire hiring process from initial phone screen to offer acceptance.