ADRIANA B. BOBADILLA
San Diego,USA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Patient Service Representative
UC San Diego Health - Encinitas Express Care
2023.04 - Current
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- As an EPIC scheduling superuser, I routinely monitored provider schedule to ensure accuracy and timely patient care
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through message (MyChart and Artera)
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Took copayments and compiled daily financial records.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity (Lean Six Sigma Green Belt project)
- Enhanced office efficiency by managing multi-line phone systems and promptly messaging medical staff
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided support during high-volume periods, effectively managing multiple tasks simultaneously while maintaining composure under pressure.
- As Front Desk Lead interim, assisted with special projects as assigned by management, demonstrating versatility within the role of Lead Patient Service Representative.
- Provided exceptional support to clinical staff during high-stress situations, ensuring efficient management of resources and optimal patient care.
- Trained new Patient Service Representatives, contributing to a smooth onboarding process and fostering team cohesion.
- Assisted in staff/float training, and scheduling to ensure optimal team performance and coverage during peak hours
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Patient Service Representative
UC San Diego Health - Float Team
2019.06 - 2023.04
- Provided administrative duties that highly focused on patient administrative care such as insurance verifications providing financial responsibility accuracy
- Created liaison for patients, nurses, medical assistants, and providers to provide high quality patient care
- Proficient in operational database such as: EPIC, Excel, PowerPoint, Graphs, Word, Clockwise, and SOLV
- Contributed to reducing registration errors by properly capturing patient information and created standardized work for staff
- Contributed to reducing referral backlogs and ensured that appointments were linked properly to work queues
- Performed financial functions; such as issuing related to authorizations, copay collections and account resolution
- Provided high-quality onboarding experience and personalized support for new hires at Front Desk positions across 30 locations
- Lead administrative staff in creating standardized work for COVID19 Testing sites, Vaccination sites and COVID Ops mobile locations
- Working knowledge of Call Centre processes and contributed to standardizing workflows
- Contributed to improving referrals processing and increasing patient care turnaround time
- Assisted and provided administrative support for over 30 departments at UC San Diego Health
- Contributed to creating workflows for Primary care, Express Care and Urgent Care clinics
- Knowledge of union employees and Regulations within organization
- ECO time knowledge
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
Administration Representative
Aseguradora Cuahutemoc S.A.
2016.08 - 2018.12
- Led and standardized the Collection Control Department resulting in high client satisfaction
- Provided staff and client schedule management and connected clients with proper agents for optimal client care
- Corrected client’s insurance and ensured claims were accurately identified prior to forwarding to appropriate Department
- Contributed to standardizing insurance processing procedures and producing agent accuracy assurance
- Led in assessing client risk factors by accurately documenting pertinent information and submitting detailed reports.
- Assisted in the planning and execution of company events to foster employee engagement and morale.
- Expedited document processing by utilizing expertise in various software programs for word processing, spreadsheets, presentations, and databases.
- Demonstrated a strong work ethic and commitment to continuous improvement through participation in training opportunities, workshops, or seminars.
- Supported departmental goals with timely completion of administrative tasks and special projects as assigned.
- Reduced resolution times for internal issues by actively listening to concerns from staff members and proactively finding solutions together.
- Enhanced team productivity by coordinating schedules, appointments, and travel arrangements for executives.
High School Language Department Assistant Supervisor
Instituto Alpes San Javier
2013.06 - 2016.07
- Led onboarding of recruits and standardized mentoring and training flows
- Flawless ownership of department calendars by arranging and organizing meetings, events, program launches, and managed personal appointments of higher ups
- Assisted Department Manager in creating teacher’s schedules, timekeeping, and coverage
- Established department success and financial goals, ensured deadlines were met, managed workload to supervise it was properly balanced and distributed
- Launched and led international certification preparation courses for students and professors
- Worked with students of varied learning styles and levels
- Standardized Excel spreadsheet usage and shared with mandatory contributors to ensure proper students’ evaluations and progress tracking
- Assisted Academic Manager in providing training and standardizing curriculum for teachers on ESL program
- Contributed to budget planning by monitoring expenses and making recommendations for cost reductions where possible
- Developed training materials for new hires, resulting in quicker onboarding times and increased employee competency levels.
- Delivered regular updates on department progress through well-prepared presentations and reports, keeping higher-ups informed of ongoing activities.
- Collaborated with other departments to facilitate cross-functional projects for improved results
- Supported staff members through timely completion of administrative tasks, increasing overall productivity
- Served as liaison between department head and other staff members by relaying important messages accurately and promptly
- Aided in streamlining project workflows through meticulous organization leading to faster completion rates
TESL Professor
Instituto Tecnológico de Estudios Superiores
1997.01 - 2016.01
- Led and standardized educational training programs focused on mentoring a varied group of cultures and adaptability capabilities
- Planned and managed advanced English Language courses such as academic reading, writing, and speaking, as well as English for Specific Purposes
- Contributed to development and organization of the English curriculum for the university
- Supervised student’s performance and met with them for one-on-one evaluations
- Tutored varied status of student levels focused on Academic and Administrative staff for specific educational needs.
Patient Navigator
Hospital Arboledas De Zapopan
2010.01 - 2014.01
- Provided administrative duties that highly focused on patient interviews prior to admission to gather demographic, insurance, and emergency information accuracy
- Confirmed accuracy of paperwork completion, sign-in forms and that security procedures are understood and followed
- Communicated facility policies, accurately distributed patient identification bands, and arranging for transportation to properly assigned rooms
- Additional administrative duties included collecting co-payments, answering multi-phone lines, and assisting family members with any questions or requests
- Supported patients in managing their mental and emotional well-being through active listening, empathy, and appropriate referrals to specialized care providers
- Assisted patients in overcoming barriers to care, such as transportation, language, and financial challenges
- Streamlined communication between patients and healthcare providers for enhanced care coordination and timely treatment
- Trained new employees on effective patient navigation techniques, ensuring continuity of care across the organization
- Assisted patients in scheduling doctor and healthcare appointments
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care
- Collaborated with insurance companies to clarify coverage and reduce financial burdens for patients
- Improved patient flow by accurately assessing patient needs and coordinating with interdisciplinary teams
Insurance Claims Representative
Instant Mexico Auto Insurance
1992.01 - 1999.01
- Managed Mexican traveling accounts by submitted and inquired on status of claims to ensure accuracy prior to traveling
- Effortlessly managed a high volume of inbound and outbound calls
- Collected, analyzed, and provided documentation of damages, costs, and facts
- Ownership of reports and full follow through such as reviewing documents, any related correspondence, and finalization of the reports
- Standardized workflow for claims focused on how to compose, and followed up on report correspondence.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Collected premiums and issued accurate receipts.
Education
M.A. in Education -
Universidad Del Valle De Atemajac
Guadalajara, MexicoB.A. in Language Education (TESOL) -
Universidad Del Valle De Atemajac
Guadalajara, MexicoAssociate of Arts and Science in Communications -
La Jolla Academy of Advertising Arts
San Diego, CASpecialization in Anthropology and Ethics - Department of Philosophy
Universidad Panamericana
Guadalajara, MexicoSkills
- Coaching for development
- Bilingual in Spanish
- Detail oriented
- Encourage independent problem solving
- Training development & facilitation
- Epic Super user and template build
- Budgeting
- ECO timekeeping
- Incoming Multi phone line system management
- Proficient in EPIC, Microsoft Office products to include Word and Excel
- Strong oral and written communication skills
- Customer Service
Outsideinterests
- Volunteering
- Cooking
- Artistic Painting
- Travel
- Avid Book Reader
Certification
- Lean Health Care Green Belt Certification, UC San Diego Health
- Certification in Emotional Intelligence, Instituto Tecnologico de Estudios Superiores
- Certification in Human Development, Instituto Tecnologico y de Estudios Superiores de Occidente
- Inspiring Leadership through Emotional Intelligence, Case Western Reserve University, COURSERA
- Certification in Ethics, Instituto Tecnológico de Estudios Superiores, Campus Guadalajara
- Currently enrolled in Medical Terminology Certification, COURSERA
Avid reader, traveling, yoga and meditation
I listen to audiobooks in my free time, especially while commuting. I usually finish two or three books a month, but sometimes I enjoy re-reading the same books.
Recently, I have found a new passion for traveling. Not only do I continue going to my favorite places in Mexico, such as Puerto Vallarta and Guadalajara, but I have been enjoying traveling to Europe.
I have been practicing yoga and meditation for the last 12 years. I sometimes join studios where I can do hot yoga, but I also do my practice at home.
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Representative
UC San Diego Health - Encinitas Express Care
2023.04 - Current
Patient Service Representative
UC San Diego Health - Float Team
2019.06 - 2023.04
Administration Representative
Aseguradora Cuahutemoc S.A.
2016.08 - 2018.12
High School Language Department Assistant Supervisor
Instituto Alpes San Javier
2013.06 - 2016.07
Patient Navigator
Hospital Arboledas De Zapopan
2010.01 - 2014.01
TESL Professor
Instituto Tecnológico de Estudios Superiores
1997.01 - 2016.01
Insurance Claims Representative
Instant Mexico Auto Insurance
1992.01 - 1999.01
M.A. in Education -
Universidad Del Valle De Atemajac
B.A. in Language Education (TESOL) -
Universidad Del Valle De Atemajac
Associate of Arts and Science in Communications -
La Jolla Academy of Advertising Arts
Specialization in Anthropology and Ethics - Department of Philosophy
Universidad Panamericana
- Lean Health Care Green Belt Certification, UC San Diego Health
- Certification in Emotional Intelligence, Instituto Tecnologico de Estudios Superiores
- Certification in Human Development, Instituto Tecnologico y de Estudios Superiores de Occidente
- Inspiring Leadership through Emotional Intelligence, Case Western Reserve University, COURSERA
- Certification in Ethics, Instituto Tecnológico de Estudios Superiores, Campus Guadalajara
- Currently enrolled in Medical Terminology Certification, COURSERA
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