Juan Pena
Winston Salem
Summary
Detail‑oriented professional with extensive experience in patient services and front desk operations. Recognized for strong communication, effective crisis resolution, and the ability to enhance patient satisfaction while optimizing administrative workflows. Proven track record in training new hires, improving operational efficiency, and supporting company goals through consistent, high‑quality performance.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Atrium Health
Winston-Salem
06.2024 - Current
- Supported the training of new hires to ensure proper performance and adherence to scheduling and registration protocols.
- Facilitated resolution of difficult patient situations by de-escalating emotions and addressing concerns while adhering to Atrium Health policy for safety and professionalism.
- Assisted patients with scheduling appointments and managing medical records.
- Managed insurance verification and eligibility processes to support seamless patient access to care services.
- Handled incoming calls, addressing patient inquiries and concerns promptly.
- Maintained organized patient files and ensured confidentiality of sensitive information.
- Worked with medical staff to enhance patient check-in processes, improving overall patient experience.
- Performed administrative duties such as filing, faxing, photocopying.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Collaborated with team members to improve administrative workflows and processes.
Delivery Driver Assistant
Lowe's
Winston-Salem
01.2024 - 06.2024
- Assisted drivers in loading and unloading merchandise from delivery trucks.
- Provided excellent customer service during product deliveries and installations.
- Communicated effectively with team members to coordinate delivery processes.
- Inspected delivered items for quality and accuracy before leaving the warehouse.
- Maintained cleanliness and organization of delivery vehicles and equipment.
Front Desk Receptionist
Holiday Inn Express Hotel
winston salem
01.2023 - 11.2023
- Greeted guests warmly and ensured smooth check-in processes.
- Managed phone calls and directed inquiries to appropriate departments.
- Organized room assignments and coordinated with housekeeping staff.
- Handled guest complaints and resolved issues promptly and professionally.
- Processed payments and maintained cash drawer accuracy daily.
- Collaborated with team members to enhance guest experience consistently.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
Education
High School Diploma -
Libre Educational Institution
Colombia12-2017
Skills
- Appointment scheduling
- Insurance verification
- Patient record management
- Regulatory compliance
- Customer service
- Workflow optimization
- Crisis de-escalation
- Team collaboration
- Problem solving
- Time management
- Multitasking Abilities
- Detail orientation
- Conflict resolution
- Effective communication
- Process improvement
- Training and development
Languages
Spanish
Native/ Bilingual
English
Full Professional
Certification
Language Access non clinical Certification
Timeline
Patient Service Representative
Atrium Health
06.2024 - Current
Delivery Driver Assistant
Lowe's
01.2024 - 06.2024
Front Desk Receptionist
Holiday Inn Express Hotel
01.2023 - 11.2023
High School Diploma -
Libre Educational Institution