Alma Gutierrez
Aurora,IL
Summary
Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in scheduling, patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.
Overview
19
19
years of professional experience
Work History
Patient Service Representative
Advocate Medical Clinic
Aurora, IL
09.2017 - Current
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- 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.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic to schedule appointments.
Patient Service Representative Team Lead
Advocate Medical Center
Aurora, IL
06.2011 - 09.2017
- Implemented proactive strategies for managing high call volumes while maintaining excellent customer service standards.
- Ensured compliance with HIPAA regulations and confidentiality guidelines throughout all aspects of patient care coordination activities.
- Maintained accurate and up-to-date records of patient demographics, insurance information, and medical histories by consistently verifying data during each visit or interaction.
- Improved the overall patient registration process by implementing new procedures and training team members accordingly.
- Managed a team of Patient Service Representatives, providing guidance, support, and performance evaluations.
- Promoted a positive work environment through effective team collaboration and open communication channels.
- Provided comprehensive training to new team members, ensuring consistent levels of high-quality service across the team.
- Identified areas for improvement within the department through regular analysis of operational metrics and implemented necessary changes accordingly.
- Reduced wait times for appointments by optimizing scheduling practices and utilizing available resources efficiently.
Patient Services Representative
Advocate Medical Center
Aurora, IL
11.2007 - 06.2011
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
Patient Service Representative
Dreyer Medical Clinic
Aurora, IL
01.2006 - 11.2007
- Greeting customers
- Assist with all required follow-ups
Education
Certificate - Criminal Justice
Waubonsee Community College
Sugar Grove, IL06-1995
Skills
- Customer Service & Bilingual
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Representative
Advocate Medical Clinic
09.2017 - Current
Patient Service Representative Team Lead
Advocate Medical Center
06.2011 - 09.2017
Patient Services Representative
Advocate Medical Center
11.2007 - 06.2011
Patient Service Representative
Dreyer Medical Clinic
01.2006 - 11.2007
Certificate - Criminal Justice
Waubonsee Community College