Customer Service Front Desk

JOANNE G. CASIANO

** **** ** *

nd

Fl, Bristol CT 06010 * 860-***-**** * ***********@*****.***

Regristrar – HCA Chippenham Hospital – Richmond VA, 5/2023 - 8/2023 Welcomed patients and family members in a professional manner providing exemplary customer service. Contacted the nursing staff for emergency medical needs and answered patient and visitor questions. Interviewed patients at workstation or at bedside to obtain all necessary account information. Ensured charts were completed and accurate. Verified all insurance and obtained pre-certification/authorization. Calculated and collected patient liable amount. Adhered to AIDET patient communication guidelines: Acknowledge, Introduce, Duration, Explanation, and Thank You. Also, can serve as an interpreter for Spanish speaking patients. Front Desk Receptionist - Hartford Gyn Center – Bloomfield CT, 6/2022 - 5/2023 Greet and attend to patients in person and over the phone. Professionally assist doctors, staff, visitors, and patients. Maintain business inventory such as checking supplies, scheduling equipment, and maintenance repairs. Answer all phone calls in a professional and courteous manner. Perform all duties within HIPAA regulations. Maintain confidentiality of all doctors, staff, and patient information. Schedule appointments between doctors and patients. Liaise between medical departments with discretion and professionalism. Adhere to policy and procedures during all activities. Assist with admissions/treatment as per agreed protocols. Ensure that stock levels are adequate, and orders are made timeously. Communicate medical results to patients under clinical supervision. Complete accurate documentation of patient visits.

Dietary Aide - Monsignor Bojnowski Manor - New Britain, CT 6/2020 - 6/2022 Reviewed patients' dietary requirements and preferences and discussed them with Dieticians to develop healthy menus and nutritional care plans. Prepared individual dietary menus based on patients' medical conditions, physical health, preferences, and distastes. Assisted with meal preparation and serving. Inspecting special diet trays to ensure they comply with the dietary restrictions. Monitored patients' eating habits and reporting problems with swallowing, chewing, or loss of appetite. Counseling and educating patients and their families on proper nutrition. Assisting the Cook with determining kitchen supplies and stock for the day, as well as checking and maintaining stock levels. Assisting with cleaning duties in the kitchen and dining areas. Maintaining current knowledge of recent health food trends and cooking techniques.

Physician Support Agent - Evicore Healthcare - Plainville, CT 12/2014 - 12/2019 Answer telephone calls in the physician line queue, meeting departmental standards for speed of answer and call volume, in a professional and respectful manner. Complete understanding of how to research and resolve any issues pertaining to the pre-certification process. This includes knowing when and where to refer callers as needed; and full understanding of the appeals/reconsideration policy. Must be able to communicate professionally with the caller as needed. Responsible for watching the phone queue, to maintain awareness of when the volume of calls is high. During these times, must not go to Aftercall, or Aux time, unless it is an urgent necessity. Educate callers about the Health Plan requirements for pre-authorizations, reconsiderations, and appeals. Work with sites, patients, and physicians’ offices to investigate and resolve any pre-certification issues and know where to transfer calls when appropriate. Responsible for giving professional, courteous, and accurate information to all callers. Maintain a working knowledge of all process and procedure changes, CPT/ICD-10 coding and updated training materials and use these changes and processes accordingly.

Data Collections - Triad Healthcare - Plainville, CT 5/2012 - 12/2014 Prepare source data for computer entry by compiling and sorting information, establishing entry priorities. Process customer and account source documents by reviewing data for deficiencies, resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution. Maintain data entry requirements by following data program techniques and procedures. Verify entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data. Maintain operations by following policies and procedures, reporting needed changes. Contribute to team effort by accomplishing related results as needed. Medical Receptionist - Middlesex HPC-Durham - Durham, CT 10/2009 - 5/2012 Check patients in and out, verified insurance/benefit coverage and collect co-pays and/or payment toward account balances at the time of service. Ensured that a new patient information sheet is filled out on all patients annually and that necessary information changes are made at each visit, also maintained the computerized appointment schedule; scheduled appointments and ensured patients receive appointment reminders, hospital procedures and/or surgeries following office protocol; advised medical staff and patients of scheduling changes; and maintained a record of physician schedules and days off to avoid scheduling conflicts. Assisted in managing the patient referral process and recorded information on logs, ledgers and deposits accurately and neatly, and copies logs and records as needed.

Medical Records Clerk - Middlesex Hospital, -Middletown, CT 10/2001 10/2009 Maintained medical records, Analyzed, and assembled records. Release of Information maintained patient confidentiality and complied with HIPAA policies and procedures. Data entry, Utilizing Quadra med, IDX systems, medical records, prepared quarterly reports, replaced damaged charts, assisted in purging inactive charts, update deficient records.

Education Medical Billing/Coding; Branford Hall, Southington, CT Education IT Support Tech: DCI

Interests Skills/Qualifications: Organization, Typing, Data Entry Skills, Attention to Detail, Confidentiality, Thoroughness, Decision Making, Independence, Analyzing Information, Results Driven, Energy Level