Alicia Gonzales
Topeka
Summary
Experienced and organized Patient Registrar with 5 years of administrative experience. Skilled in streamlining patient flow through accurate recordkeeping and clear communication skills. Proficient in using ICD, CDT,CPT, and HCPCS for patient information management and scheduling. To acquire a challenging career, expanding my knowledge, computer and communication skills; while growing as an individual to better myself. Perform certain duties to maintain accurate records for the consumers and to ensure an organized and secure work environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Registrar
Stormont Vail Health
11.2023 - Current
- Check in patients, assure all patient information is correct and up to date
- File and process insurance for all patients, and process HIPPA and CODATA sheets for patients for labs
and X-rays. - Catalogued patient data in clinical databases and registries according to regulatory practices.
- Coded and abstracted medical records according to ICD-10-CM and CPT coding guidelines.
- Scheduled and maintained centralized appointment calendars for students, faculty and staff.
- Organized, reviewed, and filed paperwork for secure recordkeeping.
- Fostered strong relationships with patients, resulting in increased trust and adherence treatment recommendations.
- Verified paperwork accuracy and checked for completion prior to processing.
- Maintained strict compliance with HIPAA regulations, ensuring the confidentiality of sensitive patient
information. - Upheld HIPAA regulations and standards for protecting patient information.
- Updated computer system with latest information to keep records current and accurate.
- Addressed registration, patients account and billing inquiries to limit enrollment disruptions.
- Developed and implemented registration policies, procedures and timelines for smooth administration
processes. - Studied and researched various medical terms as well as software and coding systems.
- Demonstrated exceptional problem-solving skills when faced with complex medical issues which
required creative approaches or unorthodox interventions.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution
to office staff. - Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked well in a team setting, providing support and guidance.
- Skilled at working independently and collaboratively in a team environment
- Proved successful working within tight deadlines and a fast-paced environment.
Inbound Receiving
Walmart Fulfillment
07.2023 - 11.2023
- Manages product deliveries by preparing, reviewing, and verifying and receiving documentation and reports; processing, counting, separating, and scanning product.
- Shrink
wrap and palletize inventory. - Increased operational efficiency through proper storage of received items according to company
standards and procedures. - Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Requisitioned new supplies and maintained storage areas for smooth department operations.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Assisted with cross-training initiatives aimed at increasing team flexibility and versatility in handling various warehouse responsibilities.
- Developed positive working relationships with suppliers, ensuring prompt resolution of issues related
to inbound shipments when necessary. - Optimized space utilization within the warehouse by efficiently organizing received items based on
size, weight, and category requirements. - Inspected incoming and outgoing shipments to identify discrepancies with records.
- Demonstrated strong problem-solving skills while addressing various challenges related to incoming
shipments such as incorrect quantities or item substitutions. - Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and
communicating variances to customers. - Utilized forklift or pallet truck to load, unload, transport and store goods.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
Medical Billing Specialist
Midland Care Connections
05.2023 - 08.2023
- Generated monthly billing and posting reports for management review.
- Used data entry skills to accurately document and input statements.
- Educated colleagues on best practices in medical billing, providing ongoing training sessions as needed.
- Conducted regular audits of patient accounts for potential underpayments or overpayments due to incorrect coding or billing practices.
- Prepared billing statements for patients and verified correct diagnostic coding.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Assisted in training new staff on medical record processing and filing procedures.
- Prepared billing correspondence and maintained database to organize billing information.
- Reduced errors in medical billings, effectively addressing discrepancies and rectifying issues promptly.
- Streamlined billing processes for faster reimbursement, utilizing advanced software solutions.
- Created and maintained up-to-date patient medical records to enable tracking history and preserve
consistent information. - Ensured compliance with regulatory requirements, diligently researching and staying up-to-date on
industry standards. - Resolved coding discrepancies through in-depth analysis and collaboration with physicians, ensuring appropriate reimbursement for services rendered.
- Identified new methods to optimize medical records management.
- Researched and resolved medical record discrepancies.
- Maximized productivity through effective time management, prioritizing tasks based on urgency and
importance. - Developed a comprehensive understanding of ICD-10-CM, CPT, and HCPCS codes to ensure proper use
in medical coding assignments. - Tracked and monitored requests for medical records release.
- Transcribed and entered patient medical information into electronic medical records systems.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Maintained patient confidentiality by adhering to strict HIPAA regulations during all aspects of the
coding and billing processes. - Enhanced accuracy of medical coding by implementing a thorough review process and cross-checking
system. - Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Verified signatures and checked medical charts for accuracy and completion.
- Generated reports to identify coding trends and discrepancies.
- Collaborated with healthcare providers to obtain necessary documentation for accurate code assignment and claim submission.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Communicated with insurance companies to research and resolved coding discrepancies.
- Contributed to team success by actively participating in staff meetings, offering insights into improving
workflows within the department. - Followed up with medical staff regarding missing information in patient records.
- Assisted in maintaining smooth office operations by managing essential administrative tasks such as
recordkeeping and data entry. - Achieved timely reimbursements from payers by submitting clean claims that adhere to payer-specific
guidelines. - Reviewed patient charts to better understand health histories, diagnoses, and treatments.
- Increased efficiency in the workplace by developing and conducting training sessions on new coding
guidelines and best practices. - Processed and tracked requests for medical records from external organizations.
- Sorted and distributed incoming and outgoing medical records.
- Scanned and uploaded medical records into electronic medical records system.
- Provided exceptional customer service to patients, addressing their concerns regarding insurance claims
or billing issues with empathy and professionalism. - Monitored changes in coding regulations to provide recommendations for compliance.
- Generated and maintained statistical data related to medical records.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Optimized revenue generation through diligent monitoring of denied claims, resubmitting corrected
information when needed. - Attained up-to-date knowledge of coding requirements through continuing education courses and certification renewal.
- Learned and adapted quickly to new technology and software applications.
Resolved problems, improved operations and provided exceptional service.
Service Coordinator
P1 Service
08.2022 - 05.2023
- Receive service calls from internal and external customers
- Enter call information into Service Scheduling software
- Schedule service and emergency calls and dispatch assigned technicians
- Ensure schedule is up to date and accurate for all service technicians
- Work with other Service Coordinators to maximize productivity and profitability of technicians
- Address customer issues relating to assigned technicians and accounts within your realm of authority
- Assist technicians and service managers with material/equipment ordering
- Audit calls for assigned technicians to insure proper billing and accurate payroll
- Issue purchase orders as needed
- Issue new call service job numbers as needed
- Answer service lines and other phones as needed
- Back-up other Service Coordinators
- Compose memos for field service techs as required
- Review and update weekly reports relating to assigned technicians and accounts
- Discuss scheduling/manpower issues informally on a daily basis and formally once a week to insure maximum productivity, profitability and customer service.
Operations Manager
Stallion Express
09.2021 - 03.2022
- My responsibilities as Operations Manager for Topeka, Iowa, and North Carolina included insuring all pharmacy and health departments medical testing or supplies were picked up on time per dispatch orders
- Completed spreadsheets for time logs, updated stat log daily or weekly and handled management complaints on vendors from facilities.
- Contracting vendors to complete full routes, completing billing per mileage reports, and completing daily audits
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Championed safety protocols to maintain a secure working environment, reducing workplace
accidents significantly. - Developed and maintained relationships with external vendors and suppliers.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Facilitated smooth collaboration between departments through clear communication channels.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Established positive and effective communication among unit staff and organization leadership,
reducing miscommunications, and missed deadlines. - Empowered employees to take ownership of their responsibilities, leading to increased accountability
and improved performance outcomes. - Assisted in recruiting, hiring and training of team members.
- Developed and implemented strategies to maximize customer satisfaction.
- Observed each employee individual strengths and initiated mentoring program to improve areas of
weakness. - Tracked trends and suggested enhancements to both challenge and refine company and product
offerings. - Supervised operations staff and kept employees compliant with company policies and procedures.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring
efforts. - Completed spreadsheets for time logs, updated stat log daily or weekly and handled management complaints on vendors from facilities.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Dispatcher/Customer Service
Price Truck Line
04.2021 - 08.2021
- Responsibilities included dispatching and building routes for truck drivers
- Ensuring times were met for all pick ups
- Created appointments, mapped drive way locations for deliveries
- Ensure paperwork was completed in timely manner
- Filed and answered customer service calls
- Completed daily reports for excel spreadsheets for missing orders, completed orders and damaged orders.
- Coordinated multi-agency responses effectively during large-scale incidents or natural disasters.
- Monitored flow of paperwork and directed information to appropriate departments.
- Consistently met performance metrics for call handling, contributing to the overall success of the
department. - Generated reports to track deliveries and maintain proper records and documentation.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability
and rapport. - Closely monitored dispatch board to triage and prioritize over daily calls.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Monitored and tracked dispatch communication systems.
- Improved dispatcher productivity by implementing standardized procedures for handling common
scenarios encountered on the job. - Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
- Scheduled deliveries and pickups according to customer needs.
- Monitored weather conditions to anticipate potential delays or hazards impacting delivery times.
- Monitored vehicle locations to coordinate timely arrivals.
Assisted in resolving customer complaints and grievances. - Coordinated driver dispatch to accomplish daily delivery requirements.
Implemented technology solutions such as GPS tracking systems to monitor fleet activities and
enhance dispatch efficiency. - Facilitated communications between customers and field personnel to answer questions or resolve
Outbound Warehouse Associate
TARGET DISTRIBUTING Center
09.2020 - 03.2021
- Responsibilities included loading inventory into truck building walls and ensuring pallets were correctly inserted.
- As well I worked in Dpal throwing cases from pallets and carts as well completing break pack.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Managed time effectively while handling multiple responsibilities simultaneously in a fast-paced warehouse setting without sacrificing attention to detail or quality standards expected from management team members'' work performance evaluations throughout career history as an Outbound Warehouse Associate.
- Demonstrated adaptability by quickly learning and embracing new warehouse technologies and processes as they were introduced to improve efficiency within organization operations strategy goals over time period spent working as an Outbound Warehouse Associ
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
- Compared shipping orders and invoices against contents received to verify accuracy.
Manager
The UPS Store
06.2018 - 03.2019
- Provided customer service to all retail consumers by receiving and processing packages for courier shipment and operating copiers, fax machines, binding equipment, laminating machines, and point-of-sale devices
- As manager, I expertly advised our valued customers by providing accurate information on our array of products, services, and best-value options and exhibits confidence by knowing best practices related to the industry
- Processed insurance claims for damaged packages, ordered inventory, processed monthly reports, and trained new employees.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Streamlined purchasing processes, negotiating with vendors for better prices and payment terms.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Rotated merchandise and displays to feature new products and promotions.
Establishment Child Support Specialist
Young Williams
09.2016 - 04.2017
- Responsibilities: To ensures that all State, Federal, and contractual timeframes are met concerning establishing and or enforcing child support orders in each caseload
- Interviewing customers by telephone and in person to determine service needs, identify legal issues, and obtain and process the information
- Processing applications, petitions, and orders as well as requesting information to be returned.
Eligibility Advocate
Advanced Patient Advocacy
08.2015 - 08.2016
- Responsibilities: To provide assistance to un-insured patients to secure healthcare benefits by conducting screening applications on patient referrals received from the hospital
- Responsibilities include coordinating the entire application process through to successful approval
- Follow-up with social service agencies and other third party eligibility services will also be required
- Gather all required verification document and submit to appropriate agencies by deadlines for processing
- As well as assisting in appealing denied applications, update all hospital and company systems with current activity and notes.
- Improved overall client satisfaction rates by promptly addressing concerns or issues with proposed
solutions. - Supported administration and research processes for civil litigation cases.
- Participated in professional development initiatives for consistent improvement and up-to-date knowledge of emerging trends and best practices.
- Worked effectively with fellow team members to coordinate effective solutions to any question or
concern. - Created interrogatory documents and requests for admissions, document productions, examinations
and inspections. - Conducted comprehensive client interviews, gathering relevant information to build a strong case
foundation. - Counseled clients during emotionally challenging situations, offering empathy while maintaining
professionalism. - Compiled documentation, ensuring accuracy and detail for legal briefs, responses to opposing counsel,
motions to court and trial exhibits. - Organized supporting documentation for individuals under evaluation and coordinated paperwork
transfers to correct staff members.
Eligibility Specialist
Maximus
09.2013 - 08.2015
- Responsibilities: My responsibilities for my job title are to review and process medical applications for Kansas families
- Maintaining specific stats to meet production goals for the site; while working with different systems such as KEES, Platform, Web Now and many others
- As well I take on additional special projects when needed such as Accelerated cases, pregnant women and passive review income changes.
- Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
- Communicated with people from various cultures and backgrounds on application process.
- Coordinated closely with other social service agencies, fostering collaboration to ensure comprehensive support for clients.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Negotiated payment plans for applicants with outstanding medical debts, achieving mutually beneficial arrangements that satisfied both parties.
- Wrote job orders from employers to record accurate description of required job duties, working hours
and wages. - Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant
parties to reach accurate determinations. - Scheduled appointments with applicants to gather information and explain benefits processes.
- Reduced errors in eligibility decisions with meticulous attention to detail and thorough
documentation of applicant information. - Participated in ongoing professional development opportunities to stay informed about industry trends and maintain proficiency in job-related skills.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants; financial and personal information.
- Interviewed applicants and explained scope of different available benefits.
- Collaborated with other specialists to ensure consistent interpretation of Medicaid regulations and
policies. - Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills
to meet deadlines consistently.
Customer Service Representative
Alorica
01.2009 - 09.2013
- Responsibilities: My responsibilities for my job entailed assisting customers with billing, setting up services, and ordering new products
- Maintaining specific stats to meet metrics in different areas for call handling, transfer rate, issue resolution, and sales
- Working with different systems and securing customers information and providing an excellent call experience
- As well I was a team lead, floor walker and I managed a team of twenty members for two months; which consisted of monitoring calls, entering stats into the system, coaching, and controlling their stats for certain metrics.
Education
No Degree - Hospital Administration Allied Health
Washburn University
Topeka Kansas05.2026
Shawnee Heights High School
Tecumseh, KS01.2009
Skills
- 60 wpm
- Billing
- Billing
- Team lead
- Telephone
- Customer Support
- Help Desk
- Call Center
- Desktop Support
- Customer Service
- Inventory
- Operations
- Retail sales
- Microsoft Word
- Scheduling
- Team Building
- Business administration
- Business operations
- Administrative experience
- Microsoft Access
- Technical Support
- Microsoft Windows
- Network Support
- Operating Systems
- Computer Networking
- Active Directory
- Office manager experience
- Customer service
- Technical support
- Operating systems
- Leadership
- Help desk
- Team management
- Payroll
- Hospital experience
- Office management
- Public relations
- Cash register
- Statistics
- Retail sales
- Network support
- Sales
- Cash handling
- Computer networking
- Desktop support
- Driving
- Operations management
- POS
- Store management
- Windows
- VPN
- Remote Access Software
- Medical coding
- Medical billing
- Medicare
- Medical documentation
- Medical records
- Medical receptionist
- Medical terminology
- Medical finance
- Medical collection
- Communication skills
- HIPAA
- Documentation review
- Epic
- Anatomy knowledge
- Remote access software
- Recruiting
- Medical imaging
Certification
Driver's License
Additional Information
SKILLS: Microsoft Word/ Access/Excel/PowerPoint Outlook Telephone Techniques Data Entry Keyboarding 60 wpm Floor Team Lead Management (Assistant/Manager/Operations) Kaecses- Kancare Medicaid/SSI/SSDI platform KEEYS- Kansas Medicaid Platform Web Now MMIS/Premium Billing/KDC Regular/Review Applications PW/PR Income Changes Epic One source Switch Boards-Medical Switch Boards- Dispatching Paylocity-Financial UB04 Claims CMS 1500 Claims CMS Programs Medical Billing Medical coding/terminology Teams Workforce Pacelogic Matrix
Custom
Include organizational and medical management, with knowledge of multiple program dual screens. Committed to maintaining 100% accuracy with operating communication systems and services.
Timeline
Registrar
Stormont Vail Health
11.2023 - Current
Inbound Receiving
Walmart Fulfillment
07.2023 - 11.2023
Medical Billing Specialist
Midland Care Connections
05.2023 - 08.2023
Service Coordinator
P1 Service
08.2022 - 05.2023
Operations Manager
Stallion Express
09.2021 - 03.2022
Dispatcher/Customer Service
Price Truck Line
04.2021 - 08.2021
Outbound Warehouse Associate
TARGET DISTRIBUTING Center
09.2020 - 03.2021
Manager
The UPS Store
06.2018 - 03.2019
Establishment Child Support Specialist
Young Williams
09.2016 - 04.2017
Eligibility Advocate
Advanced Patient Advocacy
08.2015 - 08.2016
Eligibility Specialist
Maximus
09.2013 - 08.2015
Customer Service Representative
Alorica
01.2009 - 09.2013
No Degree - Hospital Administration Allied Health
Washburn University
Shawnee Heights High School