Crystal M.

About

With over 8 years of experience in healthcare administration, and general administration combined i have 13 years of knowledge. I have proven ability to streamline processes and deliver exceptional support. Specializing in patient access and virtual assistance, I excel in appointment scheduling, email management, and data organization. My bilingual proficiency in English and Spanish enhances client communication, and I am adept at reducing errors and maintaining high customer satisfaction. Currently serving as a Virtual Assistant, I focus on alleviating administrative burdens for clients through detail-oriented, reliable, and professional support. My commitment to accuracy and efficiency is complemented by a calm, patient approach that ensures seamless operations and a stress-free experience for both healthcare providers and their patients.

Experience

• Virtual Assistant08-01-2025 –
• Patient Access Representative · Cedars-Sinai Medical Center02-01-2019 –

  Handle 80-100+ inbound calls daily through Genesys cloud system, maintaining 95%+ customer satisfaction while working independently across 6 clinic locations. Execute complete patient registration using EPIC EMR with zero duplication errors through meticulous verification protocols. Verify insurance eligibility electronically and telephonically for 45+ patients daily, reducing claim denials through proactive verification. Process medication refills, referrals, and authorization requests through digital platforms, completing 30+ daily requests within SLA timeframes. Resolve QA error worklists daily with 98% accuracy rate, demonstrating exceptional attention to detail. Coordinate virtually with physicians and administrative staff across Tarzana, Santa Monica, Playa Vista, Culver City, Marina del Rey, and Beverly Hills locations. Trained new team members on remote workflows, contributing to 20% reduction in onboarding time. Maintain 100% HIPAA compliance record while managing sensitive PHI data in home office environment.

• Patient Service Representative · Cedars-Sinai Medical Center08-01-2018 – 02-01-2019

  Optimized provider schedules daily and sent open-access availability communications, improving booking rates by 25%. Managed patient check-in/check-out processes and payment reconciliation for 50+ daily transactions with zero discrepancies. Selected for pilot remote call team for coastal Internal Medicine sites, demonstrating technical proficiency and adaptability.

• Lab & Field Technician · Baker Hughes07-01-2017 – 01-01-2018

  Conducted petroleum sample testing following strict laboratory protocols and OSHA safety guidelines with hazardous materials. Managed inventory documentation and equipment maintenance logs with strict attention to detail. Performed daily data entry and calculations for laboratory test results, applying chemistry-based math to ensure accuracy and consistency of data. Verified and crossed checked field testing numbers to maintain quality control and integrity of lab reports.

• Call Center Agent · Campus Explorer (now Archer Education)12-01-2015 – 07-01-2017

  Managed 250-300 outbound calls daily with exceeding conversion targets by 15% in fast paced educational services environment. Responded to inbound inquiries via phone, Live chat, providing consultative guidance on educational programs. Verified and updated customer contact information in system, adapted quickly to new projects including warm transfer sales programs and student loan consolidation support. Utilized shortel communicator system for seamless multi-channel customer engagement.

• Import Specialist · Mercury Air Cargo04-01-2012 – 08-01-2014

  Processed import documentation for international shipments within strict customs timeframes. Coordinated with multiple airlines and trucking companies to ensure timely cargo delivery for high-value shipments. Provided customer service and real-time shipment tracking for international clients. Prepared all documentation and traffic coordination required to correctly process the goods through Customs and affect timely delivery. Inbounding direct flights from Haneda and Narita in Japan with a certain time span before the plane landed, prepared right documents with correct airway bills to release to the trucking companies.

• Barista · Maui Wowi Hawaiian Coffees and Smoothies08-01-2011 – 03-01-2012
• Import Specialist · Mercury Air Cargo04-01-2012 – 08-01-2014

  Processed import documentation for international shipments within strict customs timeframes Coordinated with multiple airlines and trucking companies to ensure timely cargo delivery for high- value shipments Provided customer service and real-time shipment tracking for international clients Prepared all Documentation and traffic coordination required to correctly process the goods through Customs and affect timely delivery. Inbounding direct flights from Haneda and Narita in Japan with a certain time span before the plane landed, prepared right documents with correct airway bills to release to the trucking companies Originally Hired as a Customer service agent for one major international air carrier, then dealt with six major airlines, and interline flights coming from San Jose and San Francisco.

• Call Center Representative · Campus explorer12-01-2015 – 07-01-2017

  Managed 250-300 outbound calls daily with exceeding conversion targets by 15% in fast paced educational services environment. Responded to inbound inquiries via phone, Live chat, providing consultative guidance on educational programs. Verified and updated customer contact information in system, adapted quickly to new projects including warm transfer sales programs and student loan consolidation support. Utilized shortel communicator system for seamless multi-channel customer engagement

• Lab And Field Technician · Baker Hughes07-01-2017 – 01-01-2018

  Conducted petroleum sample testing following strict laboratory protocols and OSHA safety guidelines with hazardous materials Managed inventory documentation and equipment maintenance logs with strict attention to detail Performed daily data entry and calculations for laboratory test results, applying chemistry-based math to ensure accuracy and consistency of data. Verified and crossed checked field testing numbers to maintain quality control and integrity of lab reports.

• Patient Access Representative · Cedars-Sinai Medical Center08-01-2018

  Handle 80-100+ inbound calls daily through Genesys cloud system, maintaining 95%+ customer satisfaction while working independently across 6 clinic locations Execute complete patient registration using EPIC EMR with zero duplication errors through thorough verification protocols Verify insurance eligibility electronically and telephonically for 45+ patients daily, reducing claim denials through proactive verification Process medication refills, referrals, and authorization requests through digital platforms, completing 30+ daily requests within SLA timeframes Resolve QA error worklists daily with 98% accuracy rate, demonstrating exceptional attention to detail Coordinate virtually with physicians and administrative staff across Tarzana, Santa Monica, Playa Vista, Culver City, Marina del Rey, and Beverly Hills locations Trained new team members on remote workflows, contributing to 20% reduction in onboarding time Maintain 100% HIPAA compliance record while managing sensitive PHI data in home office environment

Education

• Santa Monica CollegeBiology/Biological Sciences
• Redondo Union High SchoolHigh School Diploma

Similar talent on Pangea

Zawadi M.Virtual Assistant | Clinical Medicine Graduate | Skilled in Lead Generation, Admin Support & Data Management | Enhancing Operations with Precision and Confidentiality|Research VANairobi, KenyaSamantha S.Executive Virtual Assistant | Project Management, CRM & Recruiting Specialist | Enhancing Efficiency & Client SatisfactionMontego Bay, JamaicaNanret D.Detail oriented virtual assistant for streamlined workflow and efficiency Abuja, Federal Capital TerritoryAmara I.Virtual Assistant | Customer Success SpecialistPhoenix, AZ