Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Alicia Monroy

Los Angeles,CA

Summary

Dynamic Patient Registration Representative with extensive experience at California Hospital Medical Center, excelling in insurance verification and patient engagement. Proven ability to enhance patient experiences through exceptional customer service and meticulous data management. Bilingual in Spanish and English, adept at navigating complex healthcare environments while ensuring HIPAA compliance and fostering effective communication.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Patient Registration Representative

California Hospital Medical Center
Los Angeles, CA
04.2025 - Current
  • Registered patients and collected demographic information efficiently.
  • Verified insurance information and eligibility for services provided.
  • Assisted patients with forms and answered registration-related inquiries.
  • Managed patient data entry into electronic health record systems accurately.
  • Coordinated communication between patients and medical staff effectively.
  • Ensured compliance with health information privacy regulations consistently.
  • Provided excellent customer service to enhance the patient experience daily.
  • Greeted patients and answered questions regarding registration process.
  • Collected patient demographic information, verified insurance coverage, and updated records as necessary.
  • Handled incoming faxes related to admissions, discharges, transfers, pre-certifications, authorizations.
  • Updated patient information in database regularly to ensure accuracy of records.
  • Assisted with scheduling appointments, verifying benefits and authorizations for procedures.
  • Entered patient data into electronic medical record system accurately and efficiently.
  • Verified insurance eligibility through online portals or by phone calls.
  • Answered general questions about hospital policies and services provided.
  • Registered patients using proper data entry procedures and fully compliant ICD-10 and CPT codes.
  • Assisted patients with completion of forms needed for admission process.
  • Maintained confidentiality of patient information in accordance with HIPAA regulations.
  • Educated patients on their rights as well as hospital policies related to care delivery.
  • Completed prior authorization requests within required timeframes and ensured appropriate documentation was obtained.
  • Resolved discrepancies between billing systems and patient accounts quickly and accurately.
  • Provided support to the clinical staff with registration issues or concerns.
  • Processed payments for services rendered in a timely manner.
  • Performed quality assurance checks on all registrations to ensure accuracy of data entry.
  • Worked collaboratively with other departments within the organization to ensure seamless operations.
  • Interpreted physician orders to coordinate appropriate tests and verify compliance with admission criteria.
  • Monitored daily reports for accuracy of data entered into system by other team members.
  • Prepared patients for departure by coordinating discharge plans and paperwork.
  • Followed up on outstanding balances due from insurance companies or patients.
  • Managed high volume of incoming calls while maintaining professional demeanor.
  • Communicated with patients with compassion while keeping medical information private.
  • Greeted patients, determined purpose of visit and directed to appropriate staff.
  • Arranged hospital admissions for patients as required.
  • Interviewed patients to complete case histories and intake forms.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Bilingual Call Center Representative

DLP Eye Group
01.2024 - 03.2025
  • Cross-trained and backed up other customer service managers.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Trained new personnel regarding company operations, policies and services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Maintained current and accurate medical records for patients.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Call Center Representative

Brown & Toland
02.2023 - 12.2023
  • Implemented and developed customer service training processes.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained staff on operating procedures and company services.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Followed up with customers on unresolved issues.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Assured timely verification of insurance benefits prior to patient procedures or appointments.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Posted payments to accounts and maintained records.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
  • Generated reports to track insurance verifications and claim progress.
  • Updated patient records with accurate, current insurance policy information.

Patient Care Coordinator

South Central Family Health Center
04.2021 - 01.2023
  • Delivered excellent patient experiences and direct care.
  • Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Facilitated communication between patients and various departments and staff.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Provided excellent customer service to patients and medical staff.
  • Resolved customer complaints using established follow-up procedures.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Verified patient insurance eligibility and entered patient information into system.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Taught patients and families to use at-home medical equipment.
  • Engaged with patients to provide critical information.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Greeted and assisted patients with check-in procedures.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.

Education

High School -

Century High School
Alhambra, CA
12.2015

Medical Assistant - Medical Assistant

UEI College
Huntington Park, CA

Skills

  • Chart Pulling
  • Family Medicine
  • Medical Billing
  • Payment Collection
  • System Updates
  • Bookkeeping Support
  • Office Administration
  • Medical Insurance
  • Reminder Calls
  • Patient Registration
  • Patient Greeting
  • Demographics Information
  • Document Filing
  • Insurance Information Collection
  • Customer Service
  • Outbound Calling
  • Financial Needs Determination
  • Directing Callers
  • Appointment Scheduling
  • Medical Filing
  • Clinical Data Entry
  • Call Transfers
  • Patient Care and Confidentiality
  • Appointment Confirmation
  • Delinquent Accounts Monitoring
  • Benefits Explanations
  • Collection Management
  • Clinical Staff Management
  • Medical Services Administration
  • Patient Admitting
  • Patient Interviewing Skills
  • Patient Account Reviews
  • HIPAA Compliance
  • Insurance Form Processing
  • Patient Intakes
  • Insurance Verification
  • Patient Engagement
  • Operational Requirements
  • Multi-Line Telephone Systems
  • Satisfaction Assessment and Tracking
  • Business Management Principles
  • Punctual and Hardworking
  • Project Requirements
  • Creative Solutions
  • Reading Comprehension
  • Improve Patient Care
  • Patient Medical Histories
  • Admissions Screening
  • Patient Records Gathering
  • Bilingual in Spanish and English
  • Word Processing
  • Payment Calculation
  • Claims Handling and Coverage Verification
  • Informed Consent
  • Counseling and Guidance
  • Patient Appointment Management
  • Forms and Spreadsheet Creation
  • Spanish Fluency
  • Telephone Triage
  • Educate Patients
  • System Verification
  • Medical History Documentation
  • Spreadsheet Tracking
  • Billing Issue Resolution and Support
  • Comfort with Technology and Databases
  • Clerical and Filing Support
  • Computerized Maintenance Management Systems
  • Patient registration
  • Insurance verification
  • Data entry
  • Electronic health records
  • HIPAA compliance
  • Customer relationship management
  • Appointment scheduling
  • Medical terminology
  • Conflict resolution
  • Attention to detail
  • Effective communication
  • Problem solving
  • Time management
  • Team collaboration
  • Payment collection
  • Patient relations
  • Healthcare industry

Certification

  • 50 WPM Typing Speed
  • Clinic Administration
  • Registration Requirements
  • Coordinate Referrals
  • Clinical Messaging
  • Prepare Reports
  • Office Supplies and Inventory
  • Sliding Scale Determination
  • Financial Recordkeeping
  • Verifying Eligibility
  • Investigate Complaints
  • Medicaid

Languages

5

Timeline

Patient Registration Representative

California Hospital Medical Center
04.2025 - Current

Bilingual Call Center Representative

DLP Eye Group
01.2024 - 03.2025

Call Center Representative

Brown & Toland
02.2023 - 12.2023

Patient Care Coordinator

South Central Family Health Center
04.2021 - 01.2023

High School -

Century High School

Medical Assistant - Medical Assistant

UEI College

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