Administrative Assistant Customer Service
Resume:
Monica Green
Health coordinator
Bacliff, TX ****8
***********@*****.***
• Provides high level customer service in all interactions with internal and external customers.
• Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
• Answers calls accurately and with exceptional customer service at all times.
• Ensures caller s needs are met and accurate information is obtained.
• Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
• Completes telephone encounter process if appropriate.
• Acts as patient advocate and liaisons with various departments to meet mutual goals.
• Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail
• Addresses concerns of patients, provides service recovery, and escalates issues as needed.
• Applies the policies of the clinical entity to schedule appointments.
• Coordinates financial counseling for day surgery
• Completes reminder calls to patients for scheduled appointments
• Educates patient/responsible parties regarding billing process and any additional financial responsibilities including third party benefits information.
• Provides out-of pocket cost estimates to patients
• Counsels patients about unpaid bills.
• Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
• Arrives patients and prepares paperwork/chart for visit.
• Appropriately receipts all monies collected, tokens distributed, and deferments authorized.
• Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounters. Obtains and documents information required for third party reimbursement.
• Ensures compliance with Medicare and third party coverage.
• Communicates with patient, referral source, UTMB physician and clinical staff regarding any obstacle to access or authorizations.
• Fully dispositions each patient within the designated timeline.
• Adheres to internal controls established for department. Willing to relocate to: League City, TX - Webster, TX - Dickinson, TX Authorized to work in the US for any employer
Work Experience
Provider
TEXAS HOME HEALTH OF AMERICA - Galveston, TX
August 2016 to Present
Responsibilities:
● Provide care for disabled patients,
● Dressing patient,
● cleaning, cooking,
● shopping,
● assisting with walking,
● assist to doctors appointments etc.
Patient Service Specialist
University of Texas Medical Branch - Webster, TX
November 2021 to March 2023
• Provides high level customer service in all interactions with internal and external customers.
• Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
• Answers calls accurately and with exceptional customer service at all times.
• Ensures caller s needs are met and accurate information is obtained.
• Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
• Completes telephone encounter process if appropriate.
• Acts as patient advocate and liaisons with various departments to meet mutual goals.
• Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail
• Addresses concerns of patients, provides service recovery, and escalates issues as needed.
• Applies the policies of the clinical entity to schedule appointments.
• Coordinates financial counseling for day surgery
• Completes reminder calls to patients for scheduled appointments
• Educates patient/responsible parties regarding billing process and any additional financial responsibilities including third party benefits information.
• Provides out-of pocket cost estimates to patients
• Counsels patients about unpaid bills.
• Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
• Arrives patients and prepares paperwork/chart for visit.
• Appropriately receipts all monies collected, tokens distributed, and deferments authorized.
• Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounters. Obtains and documents information required for third party reimbursement.
• Ensures compliance with Medicare and third party coverage.
• Communicates with patient, referral source, UTMB physician and clinical staff regarding any obstacle to access or authorizations.
• Fully dispositions each patient within the designated timeline.
• Adheres to internal controls established for department. Patient Benefits Advisor Sr
Texas Oncology - Webster, TX
December 2020 to October 2021
rior to a patient's first appointment, obtains preliminary diagnosis, insurance coverage information and demographics. Based upon diagnosis, estimates insurance coverage, financial obligation, and completes patient cost estimate forms. Prepares and completes appropriate reimbursement and liability forms for patients first appointment.
• During patients first appointment, educates patients on insurance coverage, pre-authorizations, benefits, co-pays, deductibles, and out-of-pocket expenses. Assess patients ability to meet expenses and discuss payment arrangements. May educate patients on financial assistance programs as well as identify sources and provide assistance with completing forms. Reviews reimbursement and liability forms with patients and obtains approval signatures.
• Responsible for obtaining, from Clinical Reviewer, insurance pre-authorization or referral approval codes prior to each treatment.
• Review patient account balance and notify front desk of patients to meet with
• Ensure that patient co-pay amount is correctly entered into system (or conveyed), allowing front desk to collect appropriately
• Reviews and processes refund requests and adjustments. May discuss and resolve delinquent payments with patients and/or payers.
• At each patient visit, verifies and updates demographics and insurance coverage in the computer system according to Standard Operating Procedures (SOPs).
• Stays current on available financial aid. Develops professional relationships with financial aid providers. Networks with financial aide providers to obtain leads to other aide programs.
• Adheres to confidentiality, state, federal, and HIPPA laws and guidelines with regards to patient*s records.
• Maintains updated manuals, logs, forms, and documentation. Performs additional duties as requested.
-Other duties as requested or assigned.
Patient Service Specialist
UTMB
July 2018 to December 2020
Responsibilities:
• Provides high level customer service in all interactions with internal and external customers.
• Provides direct, professional, and knowledgeable interactions with patients, physicians, referral sources, and the treatment team.
• Answers calls accurately and with exceptional customer service at all times.
• Ensures caller s needs are met and accurate information is obtained.
• Ensures calls are documented and triaged appropriately ensuring patient satisfaction and patient safety.
• Completes telephone encounter process if appropriate.
• Acts as patient advocate and liaisons with various departments to meet mutual goals.
• Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax and mail
• Addresses concerns of patients, provides service recovery, and escalates issues as needed.
• Applies the policies of the clinical entity to schedule appointments.
• Coordinates financial counseling for day surgery
• Completes reminder calls to patients for scheduled appointments
• Educates patient/responsible parties regarding billing process and any additional financial responsibilities including third party benefits information.
• Provides out-of pocket cost estimates to patients
• Counsels patients about unpaid bills.
• Obtains future appointments at time of service for clinic follow-up, referrals, and ancillary services.
• Arrives patients and prepares paperwork/chart for visit.
• Appropriately receipts all monies collected, tokens distributed, and deferments authorized.
• Verifies, ensures eligibility, and pre-registers patients by obtaining patient demographics and third party coverage(s) at every encounters. Obtains and documents information required for third party reimbursement.
• Ensures compliance with Medicare and third party coverage.
• Communicates with patient, referral source, UTMB physician and clinical staff regarding any obstacle to access or authorizations.
• Fully dispositions each patient within the designated timeline.
• Adheres to internal controls established for department. ER Unit Clerk
Bay Area Regional Medical Center - Webster, TX
June 2017 to May 2018
Responsibilities:
● Order diets for patients daily
● Assist nurses and doctors with requesting of bed assignments
● Answer phones, Document codes (trauma alerts/activations, code stemi's)
● Contact specialist as requested for consults
● Keep tracker updated
● Assign telemetry boxes as needed
● Some billing of charge sheets
Front Desk Receptionist
Interventional Pain Specialists - Webster, TX
November 2016 to May 2017
Responsibilities:
● Check in check out
● Set appointments
● Collect and send off Labs
● Write prescriptions
● Answer phones
● Collect vitals
● Enter insurance
● collect copays
Dispatcher
AMED AMBULANCE - Texas City, TX
September 2016 to October 2016
Responsibilities:
● receives and dispatches emergency and non-emergency calls from the public for the EMS Personnel and other services
● provides Emergency Medical Dispatch (EMD) direction and participates in the work of a dispatcher/call taker and performs other duties as assigned.
● To operate Emergency Medical Service (EMS) Computer-Aided Dispatching equipment to quickly and accurately receive and transmit in formation of an emergency nature for AMED Ambulance and contracted communities and facilities.
● evaluating incoming calls to determine the appropriate level of EMS assistance required, dispatching units, and transmitting information and messages upon request and/or according to established procedures.
● to demonstrate extensive communications skills and to exercise considerable judgment under pressure.
Front Office Specialist
First Choice ER - Alvin, TX
July 2014 to December 2014
Responsibilities:
• Responsible for providing assistance to physicians on duty with vital check and room assignment
• Ensure patients are checked in and out in a timely manner
• Responsible for transcribing orders while maintaining the privacy of the patients and facility
• Responsible for patient insurance verification and monies owed Patient Concierge
Urgent Clinics Medical Care - League City, TX
February 2013 to October 2014
Responsibilities:
• Responsible for welcoming patients upon arrival
• Ensured patients were checked in and out in a timely manner and reschedule appointments if needed
• Responsible for patient insurance verification and collect balance owed
• Prepare and submit Workers Compensation claims for adjusters
• Responsible for ordering office supplies
• Responsible for providing assistance to physicians on duty Administrative Assistant
DaVita - League City, TX
January 2009 to May 2011
Responsibilities:
• Assistant to Facility Administrator
• Responsible for employee scheduling and payroll processing
• Responsible for ensuring company reports were accurate and complete
• Ensured facility supplies were approved and processed
• Coordinated and scheduled patient clinics to visit other clinics within the United States Education
Certificate
Galveston College - Galveston, TX
October 2000
High School Diploma
Graduate Hitchcock High School - Hitchcock, TX
August 1989 to May 1993
Certificate
Galveston College - Galveston, TX
Skills
• Microsoft office (10+ years)
• Excel (10+ years)
• Word (10+ years)
• Word Processing (10+ years)
• Word
Processing (10+ years)
• PowerPoint (10+ years)
• Customer Service (10+ years)
• Patient Scheduling (10+ years)
• Medical Terminology (10+ years)
• Medical Billing (10+ years)
• Insurance Verification (10+ years)
• Clerical (10+ years)
• Computer (10+ years)
• Receptionist (10+ years)
• Administrative Assistant (10+ years)
• Answering Phones (10+ years)
• Payroll (10+ years)
• Typing (10+ years)
• Communications (10+ years)
• 10-Key (10+ years)
• Dispatch (Less than 1 year)
• HIPAA
• ICD-10
• Medical Office Experience
• Office Administration
• Transcription
• Triage
• Workers' Compensation
• EMR Systems
• Medical Records
• Hospital Experience
• Data Entry
• CPT Coding
• QuickBooks
• Medical Coding
• ICD-9
• Epic
• Phone Etiquette
• Quality Assurance
• ICD Coding
• Office experience
• Laboratory experience
• Accounting
• Vital signs
Contact this candidate