Angelica Serna
San Jose,CA
Summary
Skilled in HIPAA compliance and customer service, I excelled at Sutter Health by enhancing patient trust and streamlining insurance processes. Leveraging my expertise in medical insurance and empathetic communication, I significantly improved patient experience and operational efficiency, demonstrating a commitment to healthcare excellence and patient confidentiality.
Overview
15
15
years of professional experience
Work History
Patient Service Representative
Sutter Health
Los Altos, CA
09.2022 - 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.
- Used Software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Health and Human Services
County of San Benito
Hollister, CA
01.2016 - 01.2018
- Educated clients about available resources within the community to help address their unique needs or concerns.
- Implemented culturally-sensitive interventions catering to diverse populations served at the agency.
- Enhanced community resources accessibility for clients by establishing strong partnerships with local agencies and organizations.
- Supported clients in achieving self-sufficiency by working closely with them to develop personal budgets and financial management skills.
- Coordinated with external partners such as schools or medical providers to ensure continuity of care between all involved parties.
- Maintained accurate case files and records, ensuring efficient tracking of client progress and compliance with agency requirements.
- Aided families in navigating complex systems related to healthcare, education, legal matters, or public benefits programs.
- Acted as mandatory reporter of abuse.
- Described procedures, requirements, and benefits to clients and interested parties.
IHSS Provider
SOCIAL WORKER, SED Centre of Social Service
Los Banos, CA
02.2010 - 02.2014
- 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.
- Used Software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
B.A - Bachelor of Arts
Fresno Pacific University
Fresno, CA06.2020
A.S - Associate of Science Degree
Merced College
Merced, CA06.2013
Skills
- Customer service
- HIPAA compliance
- Insurance verification
- Insurance verifying
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Medical insurance
- Data entry proficiency
- Directing callers
- Verbal and written communication
- Phone etiquette
- Workflow optimization
Timeline
Patient Service Representative
Sutter Health
09.2022 - Current
Health and Human Services
County of San Benito
01.2016 - 01.2018
IHSS Provider
SOCIAL WORKER, SED Centre of Social Service
02.2010 - 02.2014
B.A - Bachelor of Arts
Fresno Pacific University
A.S - Associate of Science Degree
Merced College