Customer Service Microsoft Office

Kenya Reyes

**** ******** ***** **. *** ****, San Antonio TX 78240

Cell: 210-***-**** – Email: ********@*****.***

Professional Summary

Excellent Interpersonal skills, self-starter, detail oriented, and skilled at problem solving.

Work History

12/2015 to Current Patient Access Supervisor

HCA, Methodist Hospital, Stone Oak - San Antonio, TX As the Patient Access Supervisor, I oversee the activities of Patient Access Representatives to ensure prompt patient access to hospital and emergency room services. I coordinate day-to-day operations associated with the accurate and timely gathering of demographic, medical, insurance, verification of benefits, and collection of co-pays at time of service. I provide guidance and coaching to my team, to achieve positive customer relations by monitoring quality and providing necessary training. I can perform all of the duties expected from the Patient Access Representative. I also possess the ability to quickly establish rapport, motivate, gain respect, and lead. I ensure that operations are running smoothly and that customers are satisfied with the service received. I oversee patient administration activities such as admissions, transfers, and discharges. I also work diligently to manage patients to complaints and rectify them to the best of my ability. I have a group of staff members that I oversee, and provide verbal and written discipline and instruction. I make sure that my staff members adhere to all organizational standards, are productive, and produce high-quality work. I have experience and knowledge of PC applications, including Microsoft Office and Excel. I have to be detail-oriented, and tend to be self-directed. I build a rapport with my patients and their family, during their short ER stay. I ensure that their potentially life changing Emergency Room experience, is met with compassion and understanding, while maintaining a professional demeanor. 08/2007 to Health Intake Specialist – Assistant Lead KCI, Acelity – San Antonio, TX

07/11/2015 As a Health Intake Specialist, my job duties are to analyze and prioritize orders based on initial assessment of documentation and customer outreach. I verify third party payer benefits and eligibility online or over the phone. I review and analyze payer specific requirements and coverage criteria to determine required documentation and accurate health insurance billing criteria. Conduct in depth review of clinical documentation (medical records, prescriptions, operative reports, history and physicals), based on billing criteria. Call customer or field personnel to obtain missing documentation required for placement and or billing. This includes home health agencies, patients, hospitals, skilled nursing facilities, Registered Nurses, and Physicians. I also contact patients to coordinate delivery of our product. On a daily basis, I communicate with the patients and go over their financial responsibility and any special instructions. With this position I had to follow up post-delivery to obtain any additional documentation to support clinical documentation provided. I have to prioritize and execute based on customer and or business urgency. With this positon I also have to provide order status to the patient, the physician, and the clinicians and Insurance Case Managers, involved in the patients care. I follow HIPPA guidelines and policies on a daily basis. As an Assistant Lead, I am provided access to several systems, others may not have. I provide training for the newly hired employees. I provide them with access to programs, introduce them to our product, and provide guided instruction on our procedures from beginning of training, throughout their entire KCI experience. I act as a resource for fellow members who need assistance, as well as assisting with escalated phone calls.

09/2004 to Referral Specialist, Humana Military

08/2007 All Medical- San Antonio, TX

I received a Department of Defense Security Clearance, and worked on obtaining and providing benefits, and eligibility. I also provided information about Humana’s products and services, while entering medical referrals for military, and retired military personnel, and their families. This position required knowledge of HIPPA guidelines, contacting Military Training Facilities, working with civilian as well as military physicians, nurses, including medical specialists and their staff. I entered the referral information into the system, insured referrals remained up to date. This position required computer skills, knowledge of multiple computer applications, excellent communication skills, knowledge of Tricare and HMO policies and referral requirements.

08/1995 to Claims Specialist, Trainer

08/2003 Aetna Healthcare – San Antonio, TX

I assisted in training new hires on Aetna policy and procedures. I provided detailed instruction on how to use our systems, understanding HIPPA guidelines, and continued to be a resource once the new hires left the classroom, and were processing active claims, and customers. I also was the single point of contact for the Executives of Mobil Oil. This job duty included receiving incoming phone calls to a dedicated toll free number, answered specifically by me. I processed claims, trouble shooting, handled supervisor calls, and provided superior customer service. I verified insurance eligibility spoke with medical, dental, and pharmaceutical providers, in order to provide one on one care for my insured members. I was awarded the Platinum Service Award, which I was considered, and selected all from Aetna employees throughout the United States.

Education

High School diploma – SWHS San Antonio

College Attended – Palo Alto College – San Antonio University of Texas San Antonio – San Antonio

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