Ivette Mendez
Commerce City
Summary
Patient focused Consumer Access Specialist with 9+ years of healthcare customer service, patient registration, insurance verification, scheduling, and authorization experience. Proven ability to manage high volume inbound calls while delivering compassionate service and ensuring accurate patient access processes. Experienced with Epic EMR, referral management, eligibility verification, and financial clearance. Supporting AdventHealth’s mission of extending the healing ministry of Christ through exceptional service and whole person care.
Overview
6
6
years of professional experience
Work History
Consumer Access Specialist
AdventHealth
09.2024 - Current
- Manage high-volume inbound calls while providing exceptional customer service and patient support.
- Schedule new and follow-up appointments while ensuring provider and clinic scheduling accuracy.
- Complete patient registration and demographic verification to support efficient patient access.
- Verify insurance eligibility, benefits, and coverage to reduce claim denials and improve reimbursement accuracy.
- Utilize Epic EMR and referral management systems to maintain accurate patient records.
- Collaborate with clinical staff, providers, and insurance companies to resolve patient access issues.
Data Entry Specialist
Connect for Health Colorado
11.2022 - 04.2024
- Maintained accurate Medicaid applicant records while ensuring compliance with state and federal regulations.
- Processed member demographic updates, eligibility information, and enrollment changes.
- Reviewed documentation for completeness and accuracy, reducing processing delays.
- Assisted customers with enrollment-related inquiries while maintaining confidentiality standards.
Customer Service Representative
Maximus Healthcare Services
11.2020 - 11.2022
- Managed 60+ inbound and outbound calls daily regarding COVID-19 testing, vaccination, and quarantine guidance.
- Educated patients on testing procedures, vaccination resources, and public health recommendations.
- Scheduled vaccination appointments and resolved customer concerns with empathy and professionalism.
- Maintained quality and productivity standards in a fast-paced healthcare call center environment.
Education
William Smith High School
Medical Assistant
Concorde Career College
Aurora, COSkills
- Patient Registration
- Insurance Verification
- Prior Authorizations
- Epic EMR
- Referral Management
- Financial Clearance
- Patient Scheduling
- Customer Service Excellence
- High-Volume Call Center Operations
- Eligibility Verification
- Medical Terminology
- Revenue Cycle Support
- HIPAA Compliance
- Electronic Medical Records
- Bilingual (English/Spanish)
- Problem Resolution
Timeline
Consumer Access Specialist
AdventHealth
09.2024 - Current
Data Entry Specialist
Connect for Health Colorado
11.2022 - 04.2024
Customer Service Representative
Maximus Healthcare Services
11.2020 - 11.2022
William Smith High School
Medical Assistant
Concorde Career College