Enthusiastic, committed, and resourceful in problem solving and customer relations with diverse clients. Offer strong work-ethic and exceptional prioritization abilities developed through years of experience facilitating the needs of patients, customers, and employees consistently striving for excellence. Maintain focus in demanding work environments, under deadline, and pressure conditions. Meet challenges head-on and always find a way to effectively complete multiple assignments or tasks.
Multi-program Experience: Kronos, SCI Solutions for Scheduling, Lawson for Reporting, Express Query, Invision, SMS, PICIS, Xactimed Claims and OR Manager.
Ability to multi-task in a fast and high pressure environment.
Experience with all major insurance plans.
20+ years of Customer Service experience.
Bilingual in Spanish – proficiently speak, read and write.
Knowledge of all Radiology Modalities: CT Scan, MRI, Diagnostic Imaging, Nuclear Medicine, Ultrasound, IVR, Cardiology, Endoscopy, and Surgical Unit.
Ensure employees receive proper training to be successful in their role.
Improve work processes and promote patient, physician, and internal colleague satisfaction.
Complaint Handling and Resolution.
Manager of Central Scheduling Philadelphia, PAAria Jefferson Health/Sep 2012 to Current
Oversee all daily operations of Central Scheduling, Central Reservation, and Central Verification for all Elective procedures and studies for three Facilities and two offsite satellite locations.
In charge of strategic planning, developing, staffing, and financial performance of the Pre-Encounter Unit.
Monitor daily work list and run various productivity reports to guarantee staff meets projected monthly goals as well document patient's account in detail to keep Patient Accounts department abreast at all times.
Work with Managers/Directors of other Modalities to streamline processes and procedures.
Investigate rejected or denied claim via Xactimed, correct account and return to Billing for re-bill.
Provide assistance, guidance and advice or take appropriate action to effectively resolve conflict and customer issues in order to ensure that customer service level is met.
Responsible for the hiring and training of all new and existing employees, audit accounts to ensure quality of work meet departmental standards.
Ensure verification team obtained proper authorization and referrals for hospital procedure or study through insurance vendors.
Assure proper work distribution and coverage, manage time off request and monitor time sheets to guarantee no overtime is accrued.
Manager of Patient Access Norristown, PAMercy Health System/Feb 2007 to Jul 2010
Led a Team of 30 employees and handled the daily deposits for the entire facility.
Provided training for departmental procedures, company policies and computer applications with efficiency and superior outcome to reach outstanding level of quality service.
Completed payroll and maintained payroll records, reviewed timesheets regularly for lateness's as well as ensure no overtime to stay on targeted departmental budgeted projections.
Prepared monthly schedule, approved all time off requests, ensured the correct numbers of colleague's were scheduled and all services were adequately covered.
Ordered all departmental supplies, opened necessary tickets with the Help Desk and tracked progress until issue was resolved.
Monitored the performance, productivity, daily logs, and conducted weekly audits to identify opportunities for growth or improvement where applicable.
Organized and executed quarterly staff meetings to keep colleagues informed of new projects, software, and program updates, also to discuss processes and obtain feedback from staff to improve policies and procedures.
Financial Counselor Norristown, PAMercy Health System/Dec 2004 to Feb 2007
Counseled patients or designated family members with specific financial needs in compliance with Mercy Health System policies and guidelines.
Determined self-pay price estimates for elective patients, completed contract agreement, and collected payments for procedures.
Reviewed patient accounts for financial status to confirm non-funded patients and ensure referral and appointment with vendor specializing in Medicaid applications.
Performed patient registration, verification of patient demographics, utilized insurance web sites to verify eligibility, precertification, and referrals.
Corresponded effectively with Patient Accounts colleagues in resolving financial issues and thoroughly documented all accounts.
Responsible for Prenatal Service Program, completed application, corresponded with County Assistance Office, and received approval for patient.
Communicated with Case Management, patients, and physicians to ensure resolution to any issue that may hinder patient care.
Utilized appropriate systems including Patient Accounts and Document Imaging to research patient's account history.
Impact ServicesPhiladelphia, Pa
High School DiplomaOlney High SchoolPhiladelphia, Pa
Bilingual in Spanish - proficiently speak, read and write
Kronos . SMS . Express Query . Invision . KPI (Key Performance Indicator) Lawson for Reporting . Xactimed . MS Office (Word, Excel, PowerPoint, Outlook) . Navinet . On Demand . 3M Medical Necessity . PICIS . AHIQA Siemen's Document Imaging . Sanction Check . Vision Share . OR Manager Search America . ONTRAC . Cerner Millennium . Hiring Manager . BCMS Touchworks EHR . Sunrise . AELitho