SUSANA C. GEGNER

**** ******* **. *** *******, IL 60018

847-***-**** adym33@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Bilingual Spanish speaking; written and oral communication.

The ability to work efficiently in high-pressure situations.

Strong organizational skills developed through managing trade desk on exchange floor.

Knowledgeable in customer service, back office clearing, balancing, and margining operations.

Excellent communication skills developed through the daily account maintenance of high-net-worth clients

ICD9, CPT, medical terminology, billing, and coding knowledge; reviewing for CPC Examination.

PC literate in Windows office applications.

Knowledge of EPIC System

EXPERIENCE

Advocate Health Care 2022-Present PARK RIDGE, IL

Patient Service Representative

Provides efficient, high-quality service to patients who arrive for appointments or who telephone or visit in person to request appointments or information on tests and procedures, bills and charges, referrals, and other matters.

1)• Greets and accurately registers patients in EMR system verifying essential billing and demographic information.

2)• Coordinates scheduling of patient appointments (phone and in-person requests) accurately and efficiently.

3)• Answers multiple incoming telephone lines, accurately determining the appropriate recipient of the call or message and referring to them promptly and appropriately.

4)• Distributes communications accurately, based on practice protocol. Includes pagers, faxes, emails.

5)• Resolves a variety of patient questions, including HMO referrals, billing and queries about services and test results; refers complex issues to practice manager or a clinical staff member, as appropriate.

6)• Schedules future appointments and requisitions, laboratory tests, radiology procedures and other special diagnostic tests as needed. May coordinate with appropriate sections of hospital admission and/or outpatient admissions and surgery.

7)• Notifies patient care area when patient has arrived and is ready to be seen. Attends to waiting patients in reception and ensures that they are seen in a timely manner or are promptly notified of unexpected delays.

8)• Accurately identifies type of insurance from card, understands different types of payers, and verifies eligibility if necessary.

9)• Performs other related duties as required.

Billing Services: Ensures entry at time of service of billing information on the patient and payer and accurate follow-up on missing information.

1)• Reviews encounter forms for accuracy and completeness, checks with physician for missing information.

2)• Enters patient charges into the EMR system according to established policies and procedures.

3)• Batches encounter forms and balances charges.

Medical Record Services: Upholds standards of the practice and of the medical group for accurate and timely medical records.

3)• Releases information from records, only according to corporate policies and procedures.

1)• Ensures the availability of properly prepared patient medical records, daily schedules, and related forms. Maintains medical record including loose filing and re-filing of charts daily. Pull and prepare charts for appointments.

2)• Maintains confidentiality around all patient information, both in front of each patient being treated and around other patients in the area.

NorthShore University HealthSystems 2012-2022 SKOKIE, IL

Patient Access Representative

Handle patient’s requests, over the phone, for multiple Medical Group/Hospital departments while applying correct workflows and protocols.

Simultaneously collect information from patients and key data in EPIC

Schedule appointments, procedures, and events at our NorthShore locations.

Register and verify insurance eligibility, informing the patients of their financial responsibility.

Promote key initiatives for Patient Access Center and NorthShore (i.e., online services)

Adhere to strict HIPAA guidelines when speaking with patients and families.

Route calls to correct administrative and clinical departments after assessing patients’ needs.

Supports departmental changes, demonstrating flexibility and a positive attitude in a fast-paced, changing environment.

Neurology Department (NNI)

Spanish Speaking Representative for both Primary Care and Neurology

NorthShore Service Value Awards (152 Received since 2012)

MF GLOBAL (A division of Lind-Waldock) 2005-2011 CHICAGO, IL

Order Specialist

Refco, LLC (A division of Refco Private Client Services)1995-2005 CHIAGO, IL

Order Specialist

Traded commodity orders for fast-paced firm on Chicago Mercantile Exchange floor/Chicago Board of Trade for large discount brokerage firm.

Ordered execution of all US markets for institutional and large retail clients and CTA’s.

Margined, reconciled, and traded activity with clients and clearing firms.

Acted as liaison between company and clients base for customer service.

Advised customers for execution dates, ensuring commodity avoidance of delivery.

SUSANA C. GEGNER

EXPIERENCE CONTINUED

Curves for Women (Rogers Park) 2004-2013 CHICAGO, IL

Physical Fitness Instructor (Staff)

Instructed gym (Circuit Coach) & Trained club members on use of variety of equipment for physical fitness; to maintain good form and range of motion on equipment.

Conduct membership transactions (general office/ reception duties when required), customer service responsibilities, opening and closing daily transactions.

Van Ru Credit Corp 1992-1995 SKOKIE, IL

CUSTOMER SERVICE REPRESENTATIVE

Addressed customer service inquiries in a timely manner.

Conducted pre-collection calls in medical, student loans and credit card fields, ensuring compliance with regulations.

The Cosmetic Center 1992-1997 SKOKIE, IL

Customer Service Sales Associate

Advised customers in making purchase decisions.

Performed cashier, retail, customer service, opening and closing out of daily transactions.

EDUCATION

ST. SCHOLASTICA ACADEMY-CLASS OF 1984 CHIAGO, IL

Oakton Community College 1984-1986/2000-2002 DES PLAINES, IL

Business finance

Computer Science

Child Development

Medical Certification Trade School 2006-2007 Chicago, IL

ICD9/CPT/Med Terminology/Billing/Coding Reviewing/ Prepared for the CPC Exam.

LEADERSHIP ROLES

Executive Board Member of St. Scholastica Academy Alumnae Board and Alumnae Board Member of S.S.A. since 1998. Reunion Chairperson at St. Scholastica Academy since 2001. Captain for Coed Softball team since 1996 (sponsored through The Evanston Recreational Division). Volleyball through the Chicago Social Club and other outdoor activities.

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