Araceli Heynez

**** * ********* ***. *** *

Chicago, IL. 60632

630-***-****

adzmhu@r.postjobfree.com

Summary

QUALIFICATIONS

Extremely motivated and dependable. Excellent interpersonal skills, Team player. Enjoy fast pace environment and challenges. Interpreter/Translator (Spanish), Exceptional Customer Services.

WORK EXPERIENCE

2019 – Current Northwestern Memorial Hospital

Organ Transplant Center- Pre-Liver Transplant Assistant

Schedules Recipients initial and follow-up appointments, and medical work-ups. Enters test orders with their ICD 10 codes, documents and retrieves test results for RN evaluation. Coordinates scheduling with Physician’s, admitting, lab department, psychiatry, and social work. Assist in the arrangements of living related/non-related organ donation and transplantations as directed by the RN Transplant Coordinator. Assembles packets of information for new patient/ patients’ families to be used at education sessions. Obtains approval from patient’s Insurance prior their new clinic evaluation. Maintains and updates pre-transplant medical records, file documents, data-entry into database. Faxes/ mails medical information to the case managers, referring physicians. Sets-up and checks in and out patients for group meetings. My Chart, EPIC. Process daily schedules and follow up appointments for patients and pre liver staff. Coordinates Spanish Liver Clinic for patients, doctors and surgeons.

2017 – 2019 Northwestern Memorial Hospital

Organ Transplant Center- Kidney, Liver and Pancreas- CSC. Chicago, IL

Customer Service Coordinator, EPIC, Medical office experience, patient flow direction and problem solving. Acts as a patient advocate and serves as a liaison between the assigned department and other hospital departments. Assist patients in scheduling and registering appointments, Coordination and organization of paperwork, computerized order entry, telephone triage and coordination of patient encounter information. Interacts with various hospital departments and physician's offices to effectively direct patients through the NMH system in a patient/customer friendly manner. Enters laboratory and diagnostic testing orders on NMH computer systems. Coordinates department-billing procedures and enters patient demographic via the NMH Patient Management. Encourages teamwork through interdepartmental communication. Identifies potential problems and notifies the manager. Bilingual-Spanish; Speaks, Writes and reads.

2015-2017 Northwestern Memorial Hospital

Registration Services Rep. /Transplant Chicago, IL

The PRR is accountable for ensuring the best experience for each patient seeking services at Northwestern Memorial Healthcare. The foremost duty of the Registration Services Representative is to accurately register and verify a patient’s insurance information/ eligibility. 100% accuracy of the gathered date is essential for ensuring the financial security of the impending services. These data elements include responsible payer and subscriber information. Works and secures accounts timely in assigned work queues and registration pool. Responds to patient’s questions, comments, and concerns. Answers incoming telephone calls. Encourages teamwork through interdepartmental communication. Identifies potential problems and notifies the manager. Determines and assigns payer/plan codes and completes assignment of payer priorities. Works in high-stress environments; uses interpersonal skills to de-escalate issues with unusual, critical circumstances. Remains calm and in control of their own emotions in response to unsolicited provocation. Performs other duties as assigned.

Transplant- Check-in pt. to their appointments, verified Insurance is up to date. Make their follow up appointments, Translate in Spanish.

2013-2015 Molly Maid

Operations Manager North Aurora/ Naperville

Manage the daily activities of the Housekeeping Operations, assigns workers their duties, and inspect work for conformance to prescribed standards of cleanliness. Daily supervision of the housekeeping and grounds keeping staff. Recruit, schedule and conducts orientations training of new employees to explain company policies. Determines and maintains the department work schedule used to notify staff of upcoming work operations and ensure proper preparations and staffing for each operation. Ensure the proper maintenance of all equipment. Personnel actions, and time cards, and prepares periodic reports. Attends meetings with other department’s heads to discuss company policies and patrons, complaints, and to make recommendations to improve service and ensure more efficient operation. Prepares reports payroll expenses, and Business operation’s expenses. Communicates and interact effectively with all the levels of management, customers, associates, and clientele, both inside and outside of the organization with regards to project operations, budget and productivity. Communicates performance requirements and directly interact with the team of housekeeping employees through motivation, coaching and development.

2011-2013 Integra Health Care

Hospice/Home Health Care Coordinator Elmhurst, IL.

Responsible for the daily interaction customer and referrals sources, performing all task relative to Rental/Sales transactions, reimbursement verification, and paperwork completion, work with Insurance and CPT/ICD 9 codes, Maintain confidentiality of patient’s records. Responds to patients, client’s questions, comments, and concerns. Answers incoming telephone calls, faxes, emails and takes customers/Hospice orders. Confirms reimbursement arrangements. Assist in training of other Customer Services and Accounting Department. Performs other duties as requested.

2009-2011 RehabTECH Wheelchair Doctors

Customer Services Representative Lombard, IL.

Responsible for all contact between RehabTECH and the client, referral, therapist, physician and family, ETC., Data Entry-enters all client information to assure data integrity at RehabTech. Verifies Insurance benefits and CPT/ ICD9 coding coverage issues. Communicates results of Verifications to client/Family and sales Tech, as needed. Responsible for coding and pricing of product. Ensures completion and accuracy of prescriptions and letters of medical necessity so that payment will be timely and effortless. Schedules sales and/or service staff. Responsible maintain current updates on each order as to status. Actively reviews Work-in-Progress and weekly sales tech reports to maintain all orders in up-to-date status. Provides the Billing Department with any and all information necessary to collect payment on orders. Produces additional documentation to the billing Department, as needed. Assisting on Interpreting calls to Spanish speaking Patients. To assure that our clients request is taken care of by making sure that their DME equipment is the correct one before is deliver.

2002-2008 Doctors Data INC.

Assistant Manager, Customer Services Saint Charles, IL

To provide assistance and training individual employees on how to achieve greater quality and customer services results. Provide feedback on a frequent basis to individual Customer Care Representatives, Supervisors and Management on quality results. Take incoming phone calls and assure that we are providing courteous, reliable, proper and timely information to the physicians and patients. To provide information on test reports via email, fax or mail. Shipping responsibilities, including drop ship kits orders to the physician’s clinic or hospitals and directly to their patients’ home. Follow up with affiliations. Identified the problem and requiring internally resolution. Administer test cancellations by calling the patients of by sending letters. Medical records. Assisting on Interpreting calls to our Spanish clients from other countries and translate in Spanish via email of letters. Provides the billing department with all information necessary to collect payment.

2003-2004 RehabTECH, INC

Customer Services Naperville, IL.

Responsible to identify new customers and forward to the sales person for following up. Data Entry to assure date integrity at RehabTech. Insurance verification. Prepare medical documentation for the billing department, Public Aid, Medicare or 3rd Billing party. Take in coming phone calls from Physician’s, Physical Therapist, Insurance and clients. Assisting on Interpreting calls to Spanish speaking patients. To assure our clients request are taken care of by making sure that their equipment is the correct one before it’s been delivered. Complete all filling for the sales department.

2001-2002 Provena Mercy Center

Patient Access Services Representative Aurora, IL

Patient access services representative in the emergency room and patient registration department. To create, update and maintain confidential patient account in regards to Insurance information and demographics. Maintain patient files using Meditech System, Software and Nebo Insurance verification program. Direct and heavy interaction with the general public, medical personal and insurance carriers. Verification procedures in Medicare/Medicaid standards. In-Patient scheduling and bed control duties. Communication between scheduling department and registration for patient admittance. Interpreting / translating to the physicians from the Emergency room and patient registration department.

EDICATION/ CLASSES

Wabaunsee Community College, Sugar Grove, IL. -Accounting.

Wabaunsee Community College, Aurora, IL. Health Care Interpreter

How to Deliver Exceptional Customer Services.

References Available Upon Request