Health Information Customer Service

Katrina Ortiz

Roswell, GA *****

770-***-**** **************@*****.*** www.linkedin.com/in/katrina-ortiz

Registered Health Information Technician (RHIT) Certified:

May 2024

Profile

Detail-oriented Health Information Technician with expertise in ICD-10 and CPT coding, medical terminology, and compliance with HIPAA and legal regulations. Strong skills in data analysis, electronic health records (EHR) management, and patient data protection, with a track record of improving data accuracy to support quality patient care.

EDUCATION

DeVry University, Naperville, IL

Registered Health Information Technician Program, Dean’s List — GPA: 3.6, December 2023 • Relevant Coursework: Medical Terminology, Anatomy & Physiology, Pathophysiology, Pharmacology, CPT/HCPCS, ICD-10-CM/PCS

• Software Proficiency: 3M Coding & Reimbursement

Virginia College, Montgomery, AL

Medical Billing and Coding Diploma — August 2010 to December 2011

SKILLS

•Technical: ICD-10, CPT, Medical Terminology, Electronic Health Records (EHR)

•Software: Epic, 3M Coding & Reimbursement, Excel, MS-DRG

•Professional: Customer Service, Medical Office Administration, Medical Scheduling

•Specialized Knowledge: Anatomy, Physiology, HIPAA Compliance

PROFESSIONAL EXPERIENCE

School Bus Driver

Fulton County School- Alpharetta, GA – Aug 2024-Present

Provide safe and reliable transportation for children back and forth from school.

Performing vehicle inspections before and after routes to ensure safety.

Following traffic laws and school policies.

Workers Compensation Claims Representative

ElevatePFS – Remote, TX — August 2023 to July 2024

•Prepared and submitted thorough, evidence-based appeals for denied and underpaid claims, utilizing industry coding standards and payer-specific guidelines to maximize claim recovery rates

•Established strong working relationships with payers via phone and electronic communication, efficiently resolving disputes on claim underpayments and denials to secure payments

•Contributed to the development of team workflows and processes to manage technical payer underpayments and denial tracking, supporting team efficiency and ensuring accurate processing

•Identified recurring payer issues and collaborated with leadership to escalate and resolve them, ensuring that process improvements aligned with payer requirements and organizational goals

Appeals Analyst / Bill Review Analyst / Pharmacy Rx Customer Service Representative

Optum Health / United Healthcare – Remote, Indianapolis, MN — February 2016 to August 2023

•Performed comprehensive appeal reviews to identify and rectify underpayments and denials, coordinating with claim adjusters to ensure accurate adjustments and claim resolution according to payer guidelines

•Conducted thorough reviews and data entry for over 100 bills daily, verifying data accuracy and compliance with payer requirements before transferring client information into an integrated system for tracking

•Supported clients by managing patient data, processing unpaid claims, and guiding pharmacies through RxClaims billing procedures; ensured timely order fulfillment of DME supplies and managed appointment scheduling when needed

ADDITIONAL EXPERIENCE

Customer Service Representative

HospiScript Services, LLC – Montgomery, AL — February 2012 to August 2014

•Assisted clients in logging patient data and adding critical medical information to patient profiles, ensuring accuracy in ICD-9 coding and effective documentation for future claims

•Partnered with pharmacies to resolve unpaid claims and facilitated billing through RxClaims, improving payment cycle efficiency and customer satisfaction

Medical Office Manager

Total Life Connection – Montgomery, AL — November 2011 to February 2012

•Managed end-to-end billing and coding processes, specializing in assigning ICD-9 and CPT codes to outpatient charts and processing claims to insurance companies; ensured billing accuracy and compliance with coding standards

•Handled patient scheduling, answered inquiries, and managed patient accounts, balancing administrative duties with high-quality customer service

•Analyzed medical records to accurately code diagnoses and procedures, leveraging understanding of medical terminology and disease processes to support organizational goals

Teacher Assistant

Maxwell/Gunter Child Development Center – Montgomery, AL — March 2008 to January 2016

•Provided care for infants and preschool-aged children, fostering a nurturing, safe environment conducive to learning; led activities that promoted social skills, creativity, and emotional development

•Assisted in the creation of curriculum-based activities, including arts and crafts, motor skill exercises, and group play, to encourage holistic development among young children

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