Emely Lopez
Woodbridge
Summary
Healthcare specialist focused on enhancing patient experience through effective triage and resolution of complex issues. Demonstrated success in improving service delivery and patient satisfaction by fostering cross-functional collaboration. Expertise in maintaining HIPAA compliance and ensuring high-quality documentation within EHR systems.
Overview
13
13
years of professional experience
Work History
Patient Services Specialist
Carient Heart & Vascular
Manassas
02.2024 - Current
- Managed first point of contact for patients, conducting 80+ calls daily for scheduling and needs assessment.
- Resolved scheduling-related concerns through effective communication, improving overall patient experience.
- Escalated sensitive issues to clinical teams in line with internal protocols to maintain care standards.
- Ensured HIPAA compliance by accurately documenting patient interactions and case outcomes in EHR systems.
Patient Services Specialist/Call Center Representative
Virginia Heart
Vienna
06.2022 - 02.2024
- Managed high volume of patient inquiries, addressing concerns and guiding resolutions with professionalism.
- Conducted follow-ups to resolve outstanding issues, enhancing appointment completion and patient satisfaction.
- Accurately documented patient interactions, insurance details, and case notes in EMR systems.
- Collaborated with clinical billing and administrative teams to resolve patient concerns and enhance workflow efficiency.
- Consistently exceeded performance metrics related to call handling, scheduling accuracy, and service quality.
Patient Care Manager / Call Center Lead
The Jackson Clinics
Herndon
12.2018 - 06.2022
- Led and supported a call center team handling patient inquiries, escalations, and service recovery across multiple clinic locations.
- Investigated and resolved complex patient complaints, identifying trends and recommending process improvements to leadership.
- Acted as liaison between patients, providers, and administrative leadership to ensure timely issue resolution and clear communication.
- Developed training and quality protocols that improved response times, documentation accuracy, and patient experience outcomes.
- Ensure adherence to HIPAA, privacy, and organizational compliance standards.
Medical Receptionist / Assistant
Woodbridge Internal Medicine
Woodbridge
07.2015 - 12.2018
- Supported front desk and patient intake operations, addressing patient questions and concerns with discretion and professionalism.
- Scheduled appointments, verified insurance, and maintained accurate patient records.
- Strengthened patient trust through clear communication and efficient service delivery.
- Enhanced patient trust by delivering clear communication and efficient service.
PT Facility Manager
Security Public Storage
Herndon
05.2016 - 10.2017
- Oversaw 761-unit facility, managing sales, customer engagement, and operational logistics.
- Conducted inbound and outbound client communication, maintaining 98% occupancy through attentive customer service and follow-up.
- Developed staff through coaching and process improvements, increasing conversion rates.
Certified Nursing Assistant
VL Home Health
Falls Church
07.2013 - 07.2015
- Assisted patients with daily tasks, enhancing comfort and preserving dignity.
- Supported nutrition and hygiene, contributing to improved health outcomes.
- Maintained detailed records to facilitate effective care coordination.
- Reported condition changes promptly for timely interventions.
Education
Associate of Science - Health Sciences
Northern Virginia Community College
Woodbridge, VA05-2026
High School Advanced Diploma -
Warren County High School
Front Royal, VA06-2013
Skills
- Patient advocacy and relations
- Complaint resolution and triage
- Service recovery strategies
- HIPAA compliance and confidentiality
- Risk identification and escalation
- EHR/EMR systems expertise
- CRM and case documentation
- Cross-functional collaboration
- Telephonic patient support
- Data tracking and trend analysis
- Scheduling and access optimization
- Patient Education
Languages
Spanish, Proficient
Timeline
Patient Services Specialist
Carient Heart & Vascular
02.2024 - Current
Patient Services Specialist/Call Center Representative
Virginia Heart
06.2022 - 02.2024
Patient Care Manager / Call Center Lead
The Jackson Clinics
12.2018 - 06.2022
PT Facility Manager
Security Public Storage
05.2016 - 10.2017
Medical Receptionist / Assistant
Woodbridge Internal Medicine
07.2015 - 12.2018
Certified Nursing Assistant
VL Home Health
07.2013 - 07.2015
Associate of Science - Health Sciences
Northern Virginia Community College
High School Advanced Diploma -
Warren County High School