Alzira Carroll
Auburndale,FL
Summary
I am a Financial Counselor with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Financial Counselor III
OH - Corporate Patient Access Pre-Registration
Orlando , Florida
08.2023 - Current
- Provide exemplary customer service in accordance with the Orlando Health Way, communicate effectively with patients, guests and team members.
- Review encounters' information, follow the best practices of communication to educate patients on their insurance benefits and coverage.
- Assist patients and their families with questions regarding financial responsibilities in a easy-to-understand terms and provide available products to maximize patient's satisfaction.
- Advocate for patients without healthcare coverage providing resources, and services as needed.
- Liaise between physician offices', patients and insurance companies on verification of benefits, and obtaining the necessary authorizations for all scheduled surgical procedures.
- Cross-trained with necessary skills to staff all areas withing Pre-Reg, Admitting Office and ED.
Assistant Manager
Orlando Heath - CBO
Orlando, FL
12.2019 - 04.2020
- Monitor 15+ TMs daily tasks to optimize group productivity and the highest level of service.
- Download payment files received from Suntrust/TRUIST portal, upload onto CBO's data sheet and later distributed via email to the team for posting.
- Manage all live check deposits for Orlando Health Physicians Group/PAL/OPN/WOPG.
- Productivity and Quality Assurance Audits.
- Conduct Monthly one-on-one sessions with team members on daily performance commitment and goals.
- Monitor team members' time and attendance - Kronos.
- PTO request review for approval.
Lead Financial Counselor
Orlando Health - Admitting Office
Orlando, FL
11.2017 - 12.2019
- Demonstrate a positive and professional approach in communicating with patients, guests, and team members.
- Training and developing new hires with necessary tools and knowledge base on all products and services offered by Orlando Health to ensure high TM performance.
- Identify patient service issues, resolve or initiate necessary follow up for recovery of service as appropriate.
- Weekly collection report.
- Provide leadership with team members' monthly productivity and QA audit report.
- Re-assign TMs workload when necessary.
- Assist in the hiring process with pre-screening phone calls and face-to-face interviews.
Education
High School Diploma -
Lyceu Paraibano
Brazil11.1995
Skills
- Relationship-building and problem-solving skills
- Effective Customer Communication
- Relationships and Rapport
- Broad Healthcare Insurance Knowledge
- Critical Thinking
- Attention to Detail
- Microsoft Excel, Word, PowerPoint
Certification
CRCR Certified
Timeline
Financial Counselor III
OH - Corporate Patient Access Pre-Registration
08.2023 - Current
Assistant Manager
Orlando Heath - CBO
12.2019 - 04.2020
Lead Financial Counselor
Orlando Health - Admitting Office
11.2017 - 12.2019
High School Diploma -
Lyceu Paraibano