Diana Velazquez
Naperville
Summary
Experienced bi-lingual (Spanish and English) professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
13
13
years of professional experience
Work History
Patient Service Representative
Duly Health and Care
Naperville, IL
12.2025 - Current
- Managed patient scheduling and appointment coordination to enhance clinic efficiency.
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Assisted in insurance verification processes, ensuring accurate billing and claim submissions.
- Collaborated with medical staff to streamline communication and improve patient flow.
- Implemented process improvements that enhanced patient experience and reduced wait times.
- Coordinated patient communications, providing detailed information on pre-procedure instructions and scheduling to improve patient preparedness.
Business Associate
Rush Copley Outpatient Therapy
Aurora, IL
07.2024 - 02.2025
- Collects necessary demographic, psychosocial, and financial information at the time or prior to service
- Entered all registration information accurately and in a timely manner with the business office and the physician office.
- Utilized in-depth knowledge of contracted insurance plans and procedures to optimize reimbursement processes and minimize billing errors
- Skillfully scheduled appointments for a diverse range of medical specialties, including Gastroenterology, Ophthalmology, Infectious Disease, Dermatology, Nephrology, ENT, and Neurology, contributing to seamless patient care across multiple disciplines
- Demonstrated sound judgment in identifying and reporting critical issues to management, resulting in timely resolution and improved operational effectiveness
- Managed a high volume of scheduling tasks by implementing prioritization strategies
Scheduler Shared Services /Preceptor
Duly Health and Care
Lisle, IL
01.2017 - 08.2022
- Successfully streamlined electronic medical record management through EPIC systems, ensuring full compliance with HIPAA regulations
- Leveraged strong interpersonal skills to address patient inquiries promptly and resolve issues effectively
- Utilized in-depth knowledge of contracted insurance plans and procedures to optimize reimbursement processes and minimize billing errors
- Skillfully scheduled appointments for a diverse range of medical specialties, including Gastroenterology, Ophthalmology, Infectious Disease, Dermatology, Nephrology, ENT, and Neurology, contributing to seamless patient care across multiple disciplines
- Mentored and trained new hires, guiding them to meet performance expectations and clinical objectives within their first 90 days
- Acted as a subject matter expert, serving as a primary resource for staff on best practices, protocols, and decision-making
Scheduling Representative/ Preceptor
Advocate Medical Group
Chicago, IL
01.2014 - 12.2016
- Consistently delivered high-quality customer service to patients seeking medical services over the phone
- Demonstrated exceptional ability to handle confidential and sensitive information with discretion, exercising sound judgment and maintaining professionalism even under high-pressure situations, contributing to a secure and trusted environment
- Successfully obtained and meticulously documented accurate demographic and insurance information from patients, ensuring data integrity and facilitating seamless administrative processes, resulting in improved efficiency and accuracy in patient records
- Proactively identified and communicated concerns regarding new hires' behavior, work performance, or progression to management, enabling timely intervention and support to maintain team cohesion and productivity
- Implemented effective indirect evaluation methods to assess new hires' progress and performance, providing constructive feedback through written communication channels, resulting in targeted development and enhanced team effectiveness
Education
No Degree - Diagnostic Medical Imaging Sonography
College of DuPage
Glen Ellyn, IL12-2025
Skills
- EPIC Systems
- HIPPA Regulations
- Task Management
- Data Integrity
- Insurance Plan Procedures
- Conflict Resolution
- Empathy and patience
- Adaptability
- Medical Terminology
Timeline
Patient Service Representative
Duly Health and Care
12.2025 - Current
Business Associate
Rush Copley Outpatient Therapy
07.2024 - 02.2025
Scheduler Shared Services /Preceptor
Duly Health and Care
01.2017 - 08.2022
Scheduling Representative/ Preceptor
Advocate Medical Group
01.2014 - 12.2016
No Degree - Diagnostic Medical Imaging Sonography
College of DuPage