CRISTINA CONCEPCION-REMIGIO
Santa Clarita, CA ***87 818-***-**** adzz43@r.postjobfree.com
PATIENT CARE COORDINATOR
Dedicated Patient Care Coordinator offering in-depth knowledge of Business Management of Corporate Healthcare, Customer Service and Insurance. Adept in supporting various health plan branding and health groups. Collaborative professional skilled in resolving client concerns in a timely and effective manner.
AREAS OF EXPERTISE
HCPCS Coding Guidelines ICD-9 International Classification of Disease Systems Office Management
Medical Terminology Intake & Billing Medical Insurance Prior Authorization Benefit Eligibility
APPLICATIONS
Microsoft 365 MS 365 Teams MS Edge Internet Explorer Google CHROME (Reports) Skype for Business Vonage Mobile Connect Cisco AnyConnect Outlook 8x8 Communications Zoho: Mail, Docs, Creator, Calendar, Sheets
PROFESSIONAL EXPERIENCE
Quest Diagnostics, Santa Ana, CA April 2021-February 2023
Quest Health Connect (QHC) /Patient Care Coordinator I Extended Care (Business Unit)
Supported Outbound calls/Inbound calls (approx. 150 daily calls) /meeting goals of schedules made
Used multiple PC screens and daily work assignment sheets
Utilized appropriate soft skills and customer service skills to handle broad range of issues and escalated issues
Scheduled members under various services such as: DEXA (Osteoporosis), HRA-Health Assessment, DRE (Diabetic Retinopathy Screening), TeleHealth
Supported Various Health Plan Branding / Health Groups
Handled Member Cancellation process
Participated in team meetings and trainings
Documented details of tasks completed and maintain complete and accurate records of Member Profile/Notes
Reported client concerns using established protocols
Met or exceeded performance standards, attendance, and schedule adherence
RCR Management Services, Inc. (Live Answering Service), Glendale, CA October 2018-Present
Business Owner/ Management
Highly motivated Business Owner who is a great TEAM player and great contributor with extensive knowledge in healthcare and customer service
Oversaw the daily operations of the business
Managed marketing, bookkeeping, payroll, advertising
Metrics and Measures Management of Operations, Human Resources
Ability to manage multiple priorities at one time
Recruiting, Marketing, Training
Creating SOP
Tracking and Managing staff Timesheet and Payroll
Accounts Payable and Receivables
Call Reports to Clients
Client Account Management
Staffing and Scheduling
Contracting, Negotiating & Signing
Cigna Healthcare–Glendale CA May 2012-December 2013
Health Service Specialist
Investigated, provided and submitted information to Quality Department about special incidents, events and complaints
Assisted resolving issues and satisfying client requests and internal operational issues
Collaborated with department managers to correct problems and improve services
Partnered with management team to make necessary improvements and satisfy Management, Teammate and Patient needs
Cristina Concepcion-Remigio adzz43@r.postjobfree.com page two
Starwood Hotels & Resorts Worldwide, Inc.–Lancaster CA December 2006-March 2010
SPG Virtual Associate
Promoted the hotel brand's loyalty scheme through selling new Hotel & Resort special Member rates and deals
Performed Telephone and Email correspondence
Increased hotel revenue, profits and market share through up selling and brand loyalty and multiple reservations
Problem Solved Membership Account inquiries and Maintenance
Updated team members about changes in hotel products, services, pricing and policies
Processed Reservation of Hotels (including Luxury brands) and Resorts worldwide
WellPoint BlueCross of CA (aka Anthem)–Woodland Hills CA August 2002 to September 2005
Provider Care Associate (PCA I /II) Benefits & Eligibility/ Claims
Researches and analyzes data to address operational challenges and customer service issues
Analyzes problems and provides information solutions
Demonstrated ability to help motivate outstanding healthcare teammates
PCA I/II Benefit & Eligibility /Claims responds to Provider/Medical Groups inquiries, questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
Operates a PC/image station, multiple screens to obtain and extract information; documents information, activities and changes in the database
Thoroughly documents inquiry outcomes for accurate tracking and analysis/ perform follow-up telephone calls, E-mail to customer questions that are routine in nature
Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
Provide knowledge of company services, products, insurance benefits, provider contracts and claims
Administer HIPAA Privacy and Security Rules to ensure compliance
ADDITIONAL RELEVANT EXPERIENCE
Northridge Hospital Medical Center (CHW Affiliate)–Human Resource Assistant
TrinityCare, L.L.C. (CHW Affiliate)–Medical Billing Clerk III/ Front Office Admin