Customer Service Health Care

Alison Silva

Pawtucket RI ***** Cell: 774-***-**** – *********@*****.***

SUMMARY OF SKILLS

A highly motivated professional with experience leading different cross-functional projects. Fully committed to learning and growing within a dynamic environment. Detail-oriented, customer service-oriented, quick learner, conceptual thinker and proactive with strong interpersonal skills.

Athena Health

Meditech

Click View

Natera Connect

Myriad Pro

Epic

NextGen Health Care Systems

EHR (Electronic Health Record)

ETO (Efforts to Outcome)

ICANotes

EMR

ICD-10 and CPT codes

Trilingual - fluent in Cape Verdean Creole,

Portuguese & Conversational Spanish

EDUCATION & CERTIFICATION

Bachelor of Science: Psychology, 2017

UMass Boston– Boston, MA

Associate degree: Science Transfer, 2013

Massasoit Community College – Brockton, MA

Certification – Medical Interpreter in Cape Verdean Creole, 2019

Massasoit Community College – Brockton, MA

PROFESSIONAL EXPERIENCE

Steward Medical Group Norwood, MA

March 2019 - Present

Patient Service Specialist II

Deliver a high level of customer service to patients via registration, copay/prior balance payment collection, appointment scheduling, telephone service and billing functions.

Medical interpretation for Cape Verdean and Portuguese speaking patients as needed.

Assists with incoming calls as needed by answering, triaging and routing telephone calls appropriately as needed.

Register’s patients in EMR and verifies information including demographics and obtains accurate health insurance information. Conduct eligibility checks to ensure insurance is reflected accurately.

Schedules patients’ appointments and appropriate testing for patients as directed.

Works independently with no supervision.

Responsible to obtain prior authorizations and insurance referrals as per practice need.

Responsible to drop charges and claims to the insurance companies.

Obtain data and paperwork from patients, inputting data in the electronic health record system (EHR).

Provides and educate patients about important community resources.

Triage patient complaints for the office and find immediate resolution when appropriate before directing to the corresponding supervisor.

Supports Department and clinic Managers/Directors with opening and blocking schedules.

Responsible for running no-show reports, recall reports necessary to monitor and ensure best and most efficient operation of the department.

Oversees ordering all necessary supplies for the practice.

Brockton Neighborhood Health Center Brockton, MA

August 2012 – March 2019

Lead Medical Secretary

Responsible for all functions performed during the patient check-in to clinical areas such as registering patients, updating patient’s chart, verifying insurance, collecting copays and the check-out process such as scheduling ultrasounds and follow up appointments.

Interpreted for Cape Verdean and Portuguese speaking patients during their doctors’ appointments.

Assisted front office with answering telephone calls, filling and troubleshoot problems such as wrong scheduling, patient’s complaints…etc.

Supervised and supported a team of secretarial staff.

Coordinated coverage when short staffed.

Ordered and maintained office supplies for the department.

Acquired referrals and prior authorizations from Insurances for various medical procedures.

Scheduled OB/GYN procedures and surgeries with the operating room such as c/sections, inductions, hysterectomies…etc.

Wrote letters as needed for patients and completed their FMLA paperwork.

Inclusion Family Counseling Center Brockton, MA

October 2017 – June 2018

Therapeutic Training and Support Clinician

Worked in parallel with a licensed clinician to develop a treatment plan using established psychotherapeutic techniques and intensive family therapy to address the youth’s mental health, behavioral and emotional needs.

Taught and supported the youth to understand, interpret and control feelings as well as emotional responses to different situations.

Provided interventions to enhance the family’s capacity to improve the youth’s functioning in the home and in the community with the goal of minimizing the number of the youth’s admission to an inpatient hospital or psychiatric residential treatment facility.

Coached parents on how to manage and cope with the barriers of mental health or cognitive impairment experienced by their youth.

Identified, utilized and connected the youth with community resources that benefited the youth’s treatment and promoted sustainability of treatment gains.

Utilized ICANotes to record all the case notes such as the youth’s mental health needs, treatment goals, progress, family therapy sessions, etc.

Middlesex Human Service Agency Boston, MA

June 2017 – August 2017

Case Manager – Internship

Provided excellent customer service and addressed the needs of clients in a timely and effective manner.

Assisted clients in applying for housings, jobs and locating day care for their children.

Advocated for clients whenever necessary in areas of need.

Interpreted for Spanish speaking clients when needed to help them establish a better rapport with their English-speaking case manager.

Provided crisis intervention, guidance and supportive counseling to help clients become self-sufficient.

Provided coaching information to empower clients to combat homelessness.

Referred clients to other supportive services, as needed, such as psychological medical evaluation, family social support and employment services.

Utilized the Efforts to Outcomes (ETO) program to record all the case notes, residents’ assessments, touchpoints, demographic information and other functions.

Maintained regular contact with clients through at least one office visit or home visit per month.

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