ANGELICA CASTILLO
Weslaco,TX
Summary
Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Positive and upbeat individual skilled in relationship-building with strong communication skills. Bilingual fluency in English and Spanish. Multi-talented, motivated to learn, grow and excel in the educational field.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Advanced Medical Support Assistant
Veterans Affairs
12.2020 - Current
- Provide backup support to office staff by completing daily tasks, answering phones and scheduling appointments.
- Promote office efficiency, coordinating appointments, completing authorization forms and helping veterans with diverse needs.
- Built positive rapport with veterans to make them feel comfortable.
- Determine nature and urgency of veterans requests to refer veterans to appropriate medical staff.
- Respond to veterans requests for referrals, authorizations and appointment details.
- Investigate and resolved veterans inquiries, billing questions and complaints quickly.
- Answer constant flow of veteran calls with minimal wait times.
- Document veterans current demographics and scheduling preferences.
- Schedule appointments for veterans.
- Mail veterans appointment letters.
- Call and fax medical offices to submit request for service forms and medical records.
- Assisted veterans with setting appointments, special requests, and arranging a call back from their primary care team.
- Use CPRS, HSRM, CTB, CTM, VISTA, REFDOC, SOFTPHONE AND RIGHTFAX to maintain and record veterans data and generate reports.
- Exhibit high energy and professionalism when dealing with veterans and staff.
- Deliver prompt service to prioritize veterans needs.
- Developed highly empathetic relationships with veterans and medical offices and earned reputation for exceeding service standard goals.
- Schedule10 to 15 veterans daily
- Request 15 to 25 medical records daily
- Follow up on 10 to 15 tasks assigned daily
- Review 16 medical records and transfer to HIMS folder
- Answer between 25 to 30 calls daily and able to provide fast, professional and efficient care for veterans and medical provider offices
- Able to multitask and work 15 different clinics in new Pod assignment
- Able to work urgent requests from Pod Nurses rapidly and efficiently
- Able to communicate professionally with doctors, nurses, veterans, family members, and medical offices
- Able to provide medical office's with our Veteran's Affair and Triwest policies and procedures
- Knowledgeable with medical terminology and able to review medical records
- Maintained strict compliance with HIPAA regulations, ensuring protection of sensitive patient information.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues, fostering a welcoming environment at all times.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Assisted in training new staff members on clinic policies, procedures, and software systems for seamless integration into the team.
- Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Mailed patient appointment letters.
- Increased patient access to care by effectively coordinating referrals to specialists and diagnostic services.
- Verified and updated clinical records.
- Contributed to increased clinic efficiency by accurately maintaining electronic health records and promptly updating patient information.
- Facilitated positive relationships with external providers through effective coordination and communication of patient referrals.
- Maintained a strong understanding of insurance policies, enabling prompt resolution of billing discrepancies and reduced claim denials.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Account Resolution Specialist
Harlingen Medical Center LP
11.2019 - 11.2020
- Completed in-depth research to investigate claims and resolve problems.
- Negotiated arrangements to manage defaults, and full remittance of balance owed.
- Documented all actions performed and interactions with insurance companies.
- Assessed individual situations and developed effective and appropriate resolutions.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Monitored aging accounts and reached out to insurance companies to discuss payments.
- Identified, researched and resolved billing variances to maintain system accuracy.
- Review and correct claim errors to facilitate smooth processing.
- Identified non-participating and out-of-network insurance plans and worked with providers to address situations.
Patient Access Coordinator
Valley Baptist Medical Center
04.2018 - 11.2019
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Verified any changes or data updates to patient records and checked insurance information at each appointment.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Developed team communications and information for employee knowledge at meetings.
- Resolved registration problems, improved operations and provided exceptional client support.
- Managed quality assurance program, including on-site evaluations, internal audits.
Patient Access Representative
Valley Baptist Medical Center
03.2012 - 04.2018
- Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
- Imaged and scanned patient and registration documentation into electronic patient record.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Explained plans for treatment and payment options.
Sales Floor Supervisor
Shoe Carnival
08.2006 - 01.2009
- Resolved escalated customer complaints professionally while maintaining company reputation.
- Supervised daily operations on the sales floor, ensuring timely completion of tasks and meeting operational standards.
- Assisted in visual merchandising to create appealing displays that attracted customers and drove sales.
- Demonstrated product and answered questions for prospective customers.
- Conducted regular performance evaluations of team members, setting clear expectations for future growth within their roles.
- Implemented loss prevention measures to minimize shrinkage, contributing to improved profitability margins.
- Provided regular feedback to employees, fostering a culture of continuous improvement and professional growth.
- Enhanced customer satisfaction with personalized service and prompt issue resolution.
- Mentored junior staff members, improving overall team productivity and collaboration on the sales floor.
- Participated in recruitment activities by interviewing candidates, identifying top talent for the sales team addition or promotion opportunities.
- Ensured compliance with company policies and procedures among all team members while maintaining a positive work environment.
- Analyzed sales data for informed decision-making regarding product assortment adjustments and pricing strategies.
- Managed scheduling for optimal staffing levels during peak hours, maximizing efficiency and customer satisfaction.
- Trained and supported sales force with closing deals.
- Optimized store layout based on customer traffic patterns, enhancing shopping experience and driving higher conversion rates.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Streamlined inventory management for increased product availability and reduced stock discrepancies.
- Boosted sales performance by implementing effective floor management strategies and staff training programs.
- Developed strong and lasting rapport to improve customer service and retain valued clients.
- Overcame objections and closed sales while following company policies and legal requirements.
- Taught salespeople to close deals and improve sales performance to increase revenue for company.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Trained newly hired sales team in upselling techniques.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Mentored new sales associates to contribute to store's positive culture.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Recruited, hired and trained team of 15 salespeople.
Education
Bachelor of Science - Organizational Leadership
South Texas College
Mcallen, TX12.2018
No Degree - Online Alternative Teacher Certification
TeacherBuilder - Online Alternative Teacher Cert
Edinburg, TXAssociate of Arts - Elementary Education
South Texas College
Mcallen, TX12.2017
Texas Barber/Class A Barber License - Barber And Hair Design
Advanced Barber College & Hair Design
Weslaco, TX04.2010
Some College (No Degree) - Business Management
The University of Texas Rio Grande Valley
Edinburg, TXHigh School Diploma -
La Villa Early College High School
La Villa, TX05.1991
Skills
- Conflict resolution techniques
- Patient communication
- Organizational growth
- HIPAA compliance
- Appointment scheduling expertise
- Professionalism and ethics
- Continuous learning mindset
- Patient scheduling
- Recordkeeping skills
- Medical terminology
- Data entry proficiency
- Medical office procedures
- Patient records maintenance
- Resourcefulness and initiative
- Strong communication
- Customer service
- Fluent in Spanish and Engligh
Certification
Incorporating Online Teaching Course
- A 30-hour course on the TBC Platform on research-based concepts, topics,and practices concerning online teaching.
- Licensed Barber/Hair Stylist - from 2010 to current
References
George Cavazos, RN
Wellmed Healthcare Manager
(956) 257-6700
gcavazos@wellmed.net
Ernestina Salinas
Harlingen Medical Center
CBO Operations Manager
(956) 200-3905
Jadel0ve.02@gmail.com
Pedro De Leon, RN, MSN
Valley Baptist Medical Center
Intensive Care Supervisor
(956) 212-9614
Pedro.Deleon@valleybaptist.net
Jacqueline G. Cavazos, RN
Valley Baptist Medical Center
Staff Nurse
(956) 454-3986
Jacqueline.cavazos@yahoo.com
Maria Portillo
Valley Baptist Medical Center
Manager
(956) 245-1969
mport206@sbcglobal.net
Timeline
Advanced Medical Support Assistant
Veterans Affairs
12.2020 - Current
Account Resolution Specialist
Harlingen Medical Center LP
11.2019 - 11.2020
Patient Access Coordinator
Valley Baptist Medical Center
04.2018 - 11.2019
Patient Access Representative
Valley Baptist Medical Center
03.2012 - 04.2018
Sales Floor Supervisor
Shoe Carnival
08.2006 - 01.2009
Bachelor of Science - Organizational Leadership
South Texas College
No Degree - Online Alternative Teacher Certification
TeacherBuilder - Online Alternative Teacher Cert
Associate of Arts - Elementary Education
South Texas College
Texas Barber/Class A Barber License - Barber And Hair Design
Advanced Barber College & Hair Design
Some College (No Degree) - Business Management
The University of Texas Rio Grande Valley
High School Diploma -
La Villa Early College High School