GENESIS GRACIA

ad0fv1@r.postjobfree.com

210-***-****

Performance-driven healthcare optimistic. Demonstrated success in process improvement initiatives for positive patient experience. Expert in capturing and strategizing data to meet healthcare standards, and advocate for patients’ and staff needs. Strong intrapersonal and leadership skills. Demonstrates the ability to allocate time and resources wisely. Problem solving demeanor and decision making skills facilitating a smooth execution of operations.

EXPERIENCE

MEDICAL OFFICE SPECIALIST, DHR NEUROSURGERY INSTITUTE (2021-CURRENT)

Collaborate with practice manager, clinic coordinator, liaison and medical staff for a smooth and accurate patient registration process compliant with “The Joint Commission” standards. Analyze and correct data entry reports documenting any repetitive errors and bringing these up to management as needed. Cross check E&M and CPT codes input by our surgeons and physicians to prepare daily billing batches. Calling in specialist benefits and being familiar with insurance portals and their respective guidelines. Prepare patient charts for next clinic day operations and pre chart any pending MRI, CT or X-ray results. Schedule preoperative appointments and regular consultations according to each physician’s requirements. Remain up to date on OSHA trainings. Instrumental role in expanding the Neurosurgery department and merging of staff with additional physicians. Assigned workers comp office specialist, all cases are directly emailed to me and I am the first point of contact for all adjusters. I have been thoroughly trained to gather information required to put these cases together for our surgeons, and when all paperwork is in place I coordinate directly with office management to have the cases reviewed. Assigned office specialist to assist with billing reconciliation (the only representative out of the team to be given credentials for the billing system) in an effort to help our surgery coordinator and coder to catch billing discrepancies within the grace period to submit corrections.

MEDICAL OFFICE SPECIALIST LEAD, DHR GENERAL SURGERY INSTITUTE (2020-2021)

Organize and facilitate clinic weekly huddles for front office staff. Participate in employee evaluations and interviews. Reported any verbal warnings made to employees. Correct daily clinic reports and documented findings to bring up to staff if needed. Delegated tasks between all employees with the expectation of having clinic ready two days in advanced. Created lunch schedules according to surgeons schedules, and rotated closing shifts between all office specialists fairly. Monitor inbound and outbound calls considering our statistic expectations and “mystery callers.” Supervise and train new staff reporting any findings to management. Analyze our schedule in advanced to maximize time and resources. Served as a test team employee for a new call center project which was ultimately proven to be a success.

PATIENT SERVICE REPRESENTATIVE LEAD, Camino Health Center (2017-2020 LAKE FOREST, CA)

-Attend patient inbound and outbound phone calls

-Document member insurance benefits (called in benefits or verified online)

-Put together individual coaching’s for one on one meetings

-Audit call recordings for customer service and quality checks

-Participate and initiate interviews

-Assist meet and greets

-Schedule lunch and breaks for front office staff

-Monitor patient check in process and assure they are being processed in a timely manner

-Document data discrepancies

-Delegate tasks to my peers and circle back to have them sign off that these were completed

-Keep track of provider messages and online portal appointment requests

-Monitor and confirm that my team is compliant with FQHC standards and goals to assure funds for our clinic

-Facilitate meetings and presentations to introduce new work flows and maintain proper communication between staff

(Reason for leaving was a family emergency causing us to relocate to Texas for two years)

PATIENT SERVICE REPRESENTATIVE, teletech CALL CENTER (2016-2017 McAllen Tx)

-Pick up inbound calls in a timely manner

-Properly authenticate customer

-Discretely navigate customer through BOA and Alaskan Airline credit card payment options

-Explain reward programs

-Work on reversing fees logically according to scenarios customers might have encountered

-Extensive credit card knowledge for proper explanation of benefits

(REASON FOR LEAVING WAS MY DECISION TO MOVE TO CALIFORNIA.)

ASISTANT MANAGER, Aramat Pilates and spa (2014-2016 mCALLEN TX)

-Create instructor’s schedules and make modifications accordingly

-Oversee payroll

-Collaborate with customers to build a personalized plan that suits their needs

-Attend to any incoming phone calls (first point of contact)

-Collect payments according to due date schedule and work on any refunds needed

-Inventory for any supplies needed for reception area and cleaning crew

(Reason for leaving; Obtain more experience in a different field.)

PROVIDER, LEGACY HOME AND HEALTH AGENCY (2013-2015 MCALLEN TX)

-Schedule doctor appointments and transportation services for my clients

-Help maintain optimal health by keeping track and organizing medicines

-Communicate with home health for visits

-Assist with personal care (bathing/dressing/eating, Ext)

-Abide by physicians orders, decisions and instructions

(Reason for leaving was maternity leave.)

EDUCATION

HIGHSCHOOL

IB Lamar Academy McAllen TX / McHI High school McAllen TX, 2013

University

Degree: Associates of Arts With a Concentration in Business Fundamentals, 2021

Degree: Bachelor of Science in Health Management, 2023

Certificates / Continuing Education Courses

Certificate: Computer Skills for the Office, 2022.

Certificate: Developing Leadership UTRGV, 2022

Certificate: CompTIA Project, (Workman’s compensation) 2023

Certificate: Certified Medical Coder certificate, graduation year 2023

SKILLS

Resiliency

Leadership personality

Time Management

Proficient

Proficient in Medical Coding

Detail oriented

EMR knowledge

Bilingual

Proficient in Medical Terminology

Team building and staff development

Process improvement initiative

Cost reduction

Microsoft 365 knowledge

Organized

HIPAA knowledge

Collaborative

ACTIVITIES

Was involved in sports including Soccer, Volleyball, and Tennis. Participated in student body activities in the form of Student Government Secretary. Organized school events (Talent shows, extracurricular activities, ext.)

References:

Solimar Caballero, Medical Office Specialist Lead, 956-***-**** (Known for 3 years)

Saray McLean, Site Director (480) 274- 6601 (Known 5 years)

Beatriz Salgado, MA Lead 949-***-**** (Known 6 years)

Yeraldin Barrera, Patient Service Representative 949-***-**** (Known 6 years)

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