Charlene Hilerio

** ***** *******/******** **********

Del Valle, Tx 78617

adxl75@r.postjobfree.com

806-***-****

To obtain a career in a business/clerical setting. Work Experience:

Customer Service Representative:

Health Smart Healthcare Solutions

May 1, 2022 – April 6, 2023

● Address and resolve customer service calls empathetically and professionally.

● Accurately document, research and resolve all inquiries ensuring documentation is clear and complete.

● Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs (benefits, eligibility, material requests, physician assignments, claims, billing and payment, etc.)

● Assist providers with all levels of request, ability to problem solve through resolution.

● Successfully utilize all resources available to handle inquiries/multitask.

● Prioritize and adjust individual workload to ensure departmental goals are met. Patient Care Coordinator:

Connect Hearing-Austin, Texas

November 1, 2021 - April ‘2022

● Front office clerk, taking phone calls, and assisting patients with scheduling appointments. Printing new patient charts and verifying all demographics, as well as checking for completeness of paperwork. Obtain copies of all insurance information, along with the patient’s identification. Scan all this information into the patient’s account.

● In charge of calling insurance companies and obtaining benefits, and any pre-certs as requested and or copay’s due. Enter all benefit checks into the patient e-case, to assist the audiologist in determining the patient, due amount.

● Take payments on the accounts and be able to balance at the end of shift. Make sure that all products that are sold are entered accurately into our RBS system.

● Responsible for keeping the front lobby neat and clean, and ready for the next patient.

● Daily contact with our patients, which have not been in for a follow up, and schedule an annual exam.

● Ability to handle walk-in patients and help with the cleaning of their hearing. Customer Service Rep/Scheduler:

Texan Eye-Austin, Texas

July 26, 2021 - October 29, 2021

● Take incoming calls from patients, and schedule appointments as per their request, at times if urgent matter, had to make sure we had either an optometrist or ophthalmologist available, depending on the issue the patient was experiencing.

● If an appointment was made for a different location, other than ours, we had to fax a referral sheet to that clinic.

● If no appointment needed, and this was an issue related to accounting or prescriptions, obtain all information, and send via in house message to the manager responsible for that area, and or location.

● Verify the accurate insurance information, and make sure that we were in network with the insurance, accurate policy holder name as it appeared on the patient’s insurance card. Staffing Coordinator/timekeeping/Scheduler:

Covenant Hospital - Plainview, TX

July 2010 - July 13, 2021

● Responsible for making sure that all nursing areas are fully staffed, almost daily calling nurses to work extra shifts. Update staffing sheets daily, as well as update time for nursing staff in the Kronos scheduler, and make sure they were transferred to the correct cost center, if they had to float.

● Assign nursing staff to mandatory classes as needed and per their department managers. Keep logs of all classes and what date they attended. Assign new nurses to BLS classes, as well as NRP, ACLS and PALS.

● Keep up with all floats and call-ins for all nursing staff and inform their managers on a month-to-month basis.

● Since the corona pandemic, I was responsible for the scheduling and staffing of screeners, for the Lobby and our Emergency Room entrances. Which consisted of pulling staff and working with staff from other departments to make sure these areas were covered 24/7. I am supervisor over these employees, make sure they are following protocols, I help train anyone that is helping in these areas. I am the go-to person for the Vocera system, I did enter all new caregivers into the system, for use.

● • I attended several committee meetings, as well as record, and submit the typed minutes to the managers.

● As the Health stream go-to person: I Would assist caregivers with questions regarding classes, and any deadlines to complete a course. Had to make sure all classes were completed in a timely manner, and if not I would notify their manager.

Collections/Billing, Cashier, PBX, Registration Clerk and Financial Assistant Advisor, Customer Service:

Covenant Hospital - Plainview, TX

April 1995 to July 2010

● Billing and Collecting on all workers comp claims, as well as all other insurance carriers. Communicate with physician’s office, medical records or any other provider, to request medical documentation for appealing claim or filing claim for payment. In constant communication with insurance carriers, to check the status of payment for claims.

● • Taking incoming calls whether from insurance companies or patients in reference to unpaid medical bills, and providing or updating any information allowed.

● Cross trained as Cashier, PBX, registration/admissions clerk and financial assistant advisor.

● Cashier: Assisting patients with unpaid bills, EOB's and posting payments to accounts.

● Admissions/Registration: Updating patient demographics, verifying medical coverage, as well as collecting all co-pays.

● Financial Assistance Advisor: Assist patients with financial assistance applications, reach out to local agencies that might be able to assist patients with their non hospital medical bills, that were not hospital related

● I worked at a few physician’s offices as needed, as well as at TDCJ. I was pulled to these locations as I was always willing to learn. I am bilingual, with accurate and fast typing skills (TDCJ needed fast typist). I am very detail oriented, and I am always willing to learn different areas. Education

Computer Secretary

International Business College El Paso - El Paso, TX August 1989 to September 1990

Diploma

Plainview High School Plainview

August 1981 to May 1985

Skills

• I have worked in the medical field for over 25 years. I have experience in the admissions area, emergency room registrations, outpatient clinic, doctor’s office, cashier and scheduling, timekeeping and staffing. Basic medical terminology. (10+ years)

• Hospital Experience (10+ years)

• Kronos (10+ years)

• Workers' Compensation (10+ years)

• staffing, clinical minutes, assist in OT managing,10-key, all office machines (10+ years) • Documentation review (10+ years)

• Medical Records (10+ years)

• Insurance verification

• HIPAA

• Behavioral health

• Primary care

• Time management

• Spanish

• Customer service

• Typing

• English

• Clerical experience

• Microsoft Word

• Microsoft Office

• Multilingual

• Phone etiquette

• Employee Orientation

• Data entry

• Medical office experience

• Medical Receptionist

Languages

• Spanish - Intermediate

Certifications and Licenses

Basic Life Support (BLS)

March 2021 to March 2023

Assessments

Customer focus & orientation — Expert

April 2021

Responding to customer situations with sensitivity Full results: Expert

Work style: Reliability — Familiar

April 2021

Tendency to be dependable and come to work

Full results: Familiar

Scheduling — Familiar

April 2021

Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Familiar

Typing — Familiar

April 2021

Transcribing text using a standard keyboard

Full results: Familiar

Electronic health records: Best practices — Highly Proficient January 2021

Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Highly Proficient

Proofreading — Familiar

May 2021

Finding and correcting errors in written texts

Full results: Familiar

Medical receptionist skills — Highly Proficient

May 2021

Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient

Electronic health records: Best practices — Highly Proficient January 2021

Knowledge of EHR data, associated privacy regulations, and best practices for EHR use Full results: Highly Proficient

Analyzing data — Familiar

May 2021

Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Familiar

Customer service — Familiar

May 2021

Identifying and resolving common customer issues

Full results: Familiar

Spreadsheets with Microsoft Excel — Completed

May 2021

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Completed

Attention to detail — Completed

March 2021

Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Completed

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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