Patient Access & Financial Services Specialist
Resume:
Lucinda Garcia
Elmendorf, TX ***** +1-210-***-**** **************@*****.***
Professional Summary
Patient Access Specialist with demonstrated customer service skills in all interactions, with both external and internal customers. Social and communicative with high regard for sensitive and con dential information. Clear understanding of HIPAA rules and insurance protocols. Enthusiastic
Financial Access Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of HIPPA and Patient Relations and training in Customer Service. Motivated and Dedicated Professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Customer- oriented Patient Access Specialist/Financial Access
Specialist with 7-year background in patient services. Strong focus on superb customer service delivery with sound knowledge of patient registration procedures. Exceptional telephone and in-person communication abilities. Types 75 wpm and skilled in industry- related computer software, including Microsoft O ce, Excel, Outlook, access and using the Scanner, Fax Machine and Copy Machine Patient Access Representative with extensive medical background and strong work background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved a high repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Work Experience
Patient Access Representative
CBRE Christus Santa Rosa San Antonio, TX
March 2022 to Present
• Scheduled patient appointments, coordinating with healthcare providers to optimize scheduling e ciency
• Veri ed insurance coverage and obtained necessary authorizations for medical procedures, reducing claim denials
• Assisted in the coordination of referrals to specialists or other healthcare facilities as needed. Coordinated Authorizations and approvals.
• Managed high call volumes in a fast-paced environment while maintaining excellent customer service standards
• Developed strong relationships with patients through e ective communication and empathetic support during their healthcare journey
• Ensured compliance with HIPAA regulations when handling sensitive patient information
• Participated in training sessions to stay updated on changes in policies, procedures, and insurance guidelines
• Collaborated with billing department to resolve coding errors or discrepancies that impacted reimbursement rates
• Utilized problem-solving skills to address complex insurance issues such as claim rejections or prior authorization requirements
• Maintained con dentiality of patient records according to established protocols
• Collaborated with medical sta to ensure accurate documentation of patient encounters for billing purposes
• Provided exceptional customer service by addressing patient concerns and resolving issues promptly and professionally
• Developed and maintained positive relationships with insurance companies, facilitating smooth claims processing Patient Access Specialist
University Hospital San Antonio, TX
June 2017 to Present
• Identi ed insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Secured patient information and con dential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Determined patient nancial needs and referred eligible patients to proper county, state or federal agencies to obtain nancial assistance.
• Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
• Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient nancial obligations.
• Resolved patient nancial problems with guidance from documented guidelines and procedures.
• Obtained patient's insurance information and determined eligibility for bene ts for speci c services rendered.
• Obtained signatures from nancial responsibility and treatment procedures from patients or guardians.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Contacted insurance companies for patient medical billing operations.
• Facilitated communication between patients and various departments and sta .
• Organized patient records and database to facilitate information storage and retrieval.
• O ered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients. Patient Access Specialist
University Hospital San Antonio, TX
June 2017 to March 2022
• Identi ed insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Secured patient information and con dential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
• Determined patient nancial needs and referred eligible patients to proper county, state or federal agencies to obtain nancial assistance.
• Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
• Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient nancial obligations.
• Resolved patient nancial problems with guidance from documented guidelines and procedures.
• Obtained patient's insurance information and determined eligibility for bene ts for speci c services rendered.
• Obtained signatures from nancial responsibility and treatment procedures from patients or guardians.
• Worked with patients to ascertain issues and make referrals to appropriate specialists.
• Contacted insurance companies for patient medical billing operations.
• Facilitated communication between patients and various departments and sta .
• Organized patient records and database to facilitate information storage and retrieval.
• O ered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients. Financial Access Representative
CARENET San Antonio, TX
March 2015 to June 2017
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Determined patient nancial needs and referred eligible patients to proper county, state or federal agencies to obtain nancial assistance.
• Identi ed insurance payment sources and listed payers in proper sequence to establish chain of payment.
• Resolved patient nancial problems with guidance from documented guidelines and procedures.
• Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient nancial obligations.
• Obtained patient's insurance information and determined eligibility for bene ts for speci c services rendered.
• Followed document protocols to safeguard con dentiality of patient records.
• O ered simple, clear explanations to help clients and families understand hospital policies and procedures.
• Applied administrative knowledge and courtesy to explain procedures and services to patients. Administrative Assistant
US Army Fort Sam Houston, TX
March 1990 to May 2014
• Coordinated travel arrangements by booking airfare, hotel and ground transportation.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Supported e cient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
• Executed record ling system to improve document organization and management.
• Organized weekly sta meetings and logged minutes for corporate records.
• Maintained sta directory and company policy handbook for human resources department.
• Answered multi-line phone system, routing calls, delivering messages to sta and greeting visitors.
• Scheduled o ce meetings and client appointments for sta teams.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.
• Monitored supervisor's work calendar and scheduled appointments, meetings and travel. Education
High School Diploma
Poth High School San Antonio College San Antonio, TX January 1986 to December 1986
High School Diploma
Poth High School Poth, TX
1986
San Antonio College San Antonio, TX
Skills
Salesforce Customer service Interviewing Patient Registration Sales Medical insurance Workers' compensation Financial obligation determination Health information obtainment Windows Medical scheduling Filing Order processing Phone answering Customer support experience within government industry Customer training EMR Systems Data management CPT Coding ICD-10 Microsoft Teams Attention to detail Managing customer accounts Negotiation Interpreting physician order Time management Epic Billing issue inquiries
Managing teams in a customer support role - Largest customer support team managed (1-5 team members) Customer support specialist experience Productivity software Customer support experience within e-commerce industry Microsoft Excel In-person customer service Phone call management Individual consumer customer service Improving customer support response time - Customer support response time improved (More than 30%) Data Entry English Providing product information Google Workspace Hospital Experience HIPAA Heavy lifting Statistical Data Management Email customer support Internal employee customer service Microsoft Access System updates Document ling Coding understanding Call center agent experience Computer operation Medical Records ICD-9, ICD10 Chart pulling Microsoft Outlook Live chat Medical O ce Experience Customer support experience within healthcare industry Eligibility Determination Bilingual Customer support - Customer support experience (6-10 years) Customer service video conferencing Supervising experience Microsoft Word Health insurance information Photocopying Documentation review Medicare Interpersonal skills Scanning Front desk operations Appointment scheduling Insurance Veri cation Medical terminology Insurance verifying Information Collection Medical billing Customer support experience within non-pro t industry Insurance billing Patient interviewing Organizational skills Customer issue escalation Medical collection Phone customer support Performance standards compliance Insurance prior authorization Fee Collection Technical Pro ciency Payment collection Order inquiry handling Large enterprise client interaction Appeals Health insurance authorizations Data collection Microsoft O ce Front desk Spanish
Languages
Spanish - Fluent
English - Expert
Additional Information
Authorized to work in the US for any employer
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