Patient Access Medical Office

CHRISTINA FIGUEROA

**** * ****** *** ****, AZ ***49 Cell: 928-***-**** Email: *******.**@*****.*** SUMMARY OF QUALIFICATIONS

Highly motivated professional with 10+ years of customer service and medical office experience, including recent operations support for Kaiser Permanente’s Continuity of Care team. Skilled in patient intake, scheduling, insurance verification, claims processing, and triage support for clinical teams. Proven ability to manage high call volumes, solve problems quickly, and deliver exceptional service in fast-paced healthcare environments. Bilingual

(English/Spanish) with advanced computer proficiency and strong organizational skills. CORE COMPETENCIES

Strategic Planning & Workflow Support

Medical Office Administration & Patient Access

Insurance Verification & Claims Processing

Epic (Tapestry), MS4, QuickBooks

Microsoft Office Suite & Office Equipment

Bilingual (English/Spanish)

Transcription (75 WPM, 10-key)

HIPAA Compliance & Confidentiality

Problem Solving & Conflict Resolution

Staff Training & Team Collaboration

PROFESSIONAL EXPERIENCE

Kaiser Permanente – Remote/California Region (Temporary) Operations Specialist – Continuity of Care Team 2023–2025

• Supported California’s new Continuity of Care requirements, ensuring eligible members received uninterrupted coverage.

• Triaged member inquiries and requests, routing to appropriate teams for authorizations, contracts, and clinical support.

• Managed incoming calls from members, providers, and internal KP staff regarding coverage, eligibility, and care continuity.

• Provided clear, accurate information on continuity of care policies and procedures.

• Collaborated with hospitals, providers, and the clinical team to resolve member needs efficiently.

• • Utilized Epic (Tapestry) for member record updates, documentation, and care coordination.

Yuma Regional Medical Center – Yuma, AZ

Patient Access Counselor Jan 2019–2023

• • Facilitated positive patient experiences through friendly coordination and advocacy.

• • Scheduled, pre-registered, and registered patients; provided financial counseling; obtained benefits and prior authorizations.

• • Cross-trained in multiple areas of Patient Access; performed check-in/check-out duties.

Barrow Neurosurgical Associates, LTD – Phoenix, AZ Medical Secretary Mar 2014–Dec 2016

• • Processed new and outpatient referrals, scheduled appointments, obtained procedure authorizations.

• • Maintained HIPAA compliance, assisted clinics, triaged calls, entered charges, and applied ICD-10 codes.

Contemporary Women’s Care – Mesa, AZ

Receptionist Oct 2010–Feb 2014

• • Managed multi-line phone systems, greeted patients, verified benefits, scheduled procedures.

• • Collected co-pays, handled confidential information, maintained quality control and satisfaction records.

Banner Desert Medical Center – Mesa, AZ

Patient Financial Services Jul 2009–Jan 2011

• • Registered patients, verified demographics and insurance, collected deductibles, obtained authorizations.

• • Communicated with medical staff and secured consents for treatment and financial responsibilities.

EDUCATION

University of Phoenix – Business Administration (In Progress) Arizona Western College – General Courses, 60 Credits (2017–2018) Kofa High School – High School Diploma (2004)

CERTIFICATIONS

Medical Interpreter Certification

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