Front Desk Call Center
Resume:
KATHRYN SANTILLE
Lake in The Hills, Illinois 60156
adyfms@r.postjobfree.com
PROFESSIONAL EXPERIENCE
GI Partners Call center
August 2022- Current
Working as a call center representative answering live calls to generate procedure apt. Generating new patient charts with demographic and insurance so we are able to make procedure apt. Taking voicemail messages in a high volume call center. When generating new chart making sure all info is updated and correct and insurance is correct and in network. After making apt filling out Pre-cert paperwork that is correct for billing and authorization. Mailing out paperwork to ensure patient has correct date, time and location of procedure. Tasca Auto Group-
November 2021-August 2022
Working as a service advisor in the service aisle greeting customers and getting the vehicle information from my eadvisor stick to check the current milage of each vehicle. Finding out what is needed for the appointment that has been made and or if the vehicle has any open recalls. When speaking to the customer we go over current maintenance that is needed and also try to upsell and services that might be due per time and or milage of vehicle. Writing up service ticket so technician can service the vehicle. Making sure if the vehicle is in need to any maintenance or repair the customer is aware of pricing and part availability. If the vehicle needs to stay at the dealership for work to get done keeping the customer up to date with it’s progress. When all repairs are done closing out the ticket correctly and getting the customer on their way.
Working for car dealership in service BDC answering phones making appointments and answering general questions. Making calls out to customers who have recalls that need to be repaired on their vehicles, also making appointments for current services. When making appointments for recalls coordinating with the parts Dept to make sure all parts are in stock and available so the appointment can run as smoothly as possible and the customer doesn’t have to wait around too long.
Front Desk Supervisor-Allergy office
March 2020-November 2021
Working in a busy Allergy and Asthma office using IMS EMR system to make new patient apt and follow up for two locations. I manage four front desk receptionist who are on phones all day while checking in and out patients. There are route slips printed every morning along with testing consents and review of system forms for each apt of the day. When the clinical staff rooms the patients, they fill out a route slip and it is reviewed by the provider then given to front desk to check patients out and make follow up apts. We enter CPT coded and ICD 10 codes for each visit and the super bills are created. If copays are assigned they are collected and any balances. Making sure all the codes that are correctly entered and completed so the biller will be able to submit to insurance. I check to make sure the providers sch are filled with the correct amount of New Patients and follow ups for each day. Checking to make sure all labs and testing that were done our of office are faxed to the office and scanned into the patients charts for review with the doctor. Checking patients insurance using availity to make sure is is current and correct. Each week I create a overview of the upcoming week to let all staff and providers know what is coming up in regards to New patients, testing and Biologics we administer in office. Referral Coordinator- Pain Management
December 2019-March 2020
Worked generated referrals and Prior Authorizations for testing or procedures for two pain management doctors that worked in three locations. Using Availity to check insurance eligibility also using Evicore or Aim to obtain Prior Authorizations depending on the patients insurance. Once the procedures were approved I would use EPIC to make the apt for the Day surgery and also to make sure the doctor time was scheduled correctly. Helping front desk answer phones and make new patient and follow up apt for all three locations that both doctors were located in. Taking messages with in EPIC for clinical staff regarding prescriptions or any questions they had.
Patient Service Representative: Advocate Medial Group December 2014-December 2019
Working front desk for a busy office that had two primary care doctors, pain management and rotating pediatric specialties. Since the office only had two PSR we would take care of checking patients in and making sure all of the demographics and ins were correct. There was also balances that needed to be collected that the PFC would send statements for daily via email, we needed to be able to explain what the balances were from and try to collect them. We would be responsible for generating referrals for testing or specialist, using ERMA and United Healthcare system, so patients could leave with them in hand. Within pain management and the peds we needed to make follow up apt. There was banking that needed to be done at the end of the day and generated banking bags for am pick up. When our facility closed they moved the primary care doctors to an office on Ryan Parkway. When I was added to that office it was full phones so we made new patient and follow apts from start to finish. Taking all demographic and ins info over the phone for a busy eight doctor office that also offered walk in clinic in the am. During my time in that office I would help out in the call center in Chicago and also took on weekend shifts at Walgreens Clinic. I would help the Nurse Practitioners with check in and scanning ins cards.
I was asked by management to train two new employees in the Crystal Lake congress parkway office. There was four primary care doctors in that office we checked in patients and made sure ins was up to date and scanned all documents. With no referral coordinator in that office we generated all referrals for patients to take with them when they leaved. I became an EPIC superuser and trained for front desk, referral coordinating and Walgreens clinic.
Receptionist/Front Desk: Arlington Heights, IL
October 2012 – December 2014
Worked in medical records and scanned files into the EMR system while learning Eclinical Works. Currently filing charts, sorting incoming mail and scanning documents needed for nurse and doctor approval. Using the EMR system, distribute incoming faxes to nurses for RX approval and documents for patient’s charts. Greeting patients and checking to assure insurances and patient information in their charts is current and correct. Assist patients to exam rooms, taking vitals and verifying current medications and dosages. Assist in answering phones when an overflow exists. Accompany one doctor each Wednesday to our satellite office at Good Shepard Hospital in Barrington where I accomplish all tasks previously stated.
Harper College, Palatine, IL
PERSONAL SKILLS
Energetic and Self-motivated
Proficient in Microsoft Word, Works, Excel and QuickBooks Filing, telephone etiquette and personable conversation with clientele Experienced in special projects
Ability to perform tasks independently
Proficient in multiple EMR systems
Familiar with all facets of a medium to large medical office of five or more physicians. Creative thinker in resolving issues and solving problems. Loyal and trustworthy
Punctual and reliable
Pleasant personality toward staff and patients
Able to assist in moving projects along to their conclusion within time restraints. Quick learner and able to instruct new employees
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