Angelina Guerra
Fontana,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Business Service Representative
Kaiser Permanente
10.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined business processes for improved efficiency and productivity.
- Developed strong client relationships with effective communication and consistent followup.
- Managed a diverse portfolio of clients, ensuring timely delivery of services and customized solutions.
- Obtained and coded insurances for all Non-members.
- Use Teams, Excel, Word, Epic, and Main frame daily.
- Trained to work in the Emergency Room admitting, Surgery Scheduler, and Pre-Admitting anesthesia department.
- Responsible for turning in completed reports every Monday morning.
ER Admitting Representative
Children's Hospital Of Orange County
07.2022 - 10.2023
- Streamlined patient admissions by accurately collecting and verifying insurance information.
- Enhanced patient satisfaction with thorough explanation of admission procedures and answering questions promptly.
- Maintained up-to-date knowledge on insurance policies, ensuring accurate billing for patients and the healthcare facility.
- Improved accuracy of medical records by diligently reviewing documentation for completeness and correctness.
- Ensured compliance with HIPAA regulations, safeguarding the privacy of sensitive patient information.
- Provided excellent customer service to patients and their families during the registration process.
- Contributed to a positive work environment by providing support to fellow admitting representatives as needed.
- Increased efficiency in data entry tasks by consistently maintaining high levels of accuracy and speed.
- Prioritized workload effectively while handling multiple tasks simultaneously within a fast-paced environment.
- Participated in departmental meetings to stay informed on updates related to hospital procedures or policies affecting the admitting process.
Emergency Room Admitting Representative
Pomona Valley Hospital Medical Center
08.2021 - 07.2022
- Streamlined patient admissions by accurately collecting and verifying insurance information.
- Enhanced patient satisfaction with thorough explanation of admission procedures and answering questions promptly.
- Maintained up-to-date knowledge on insurance policies, ensuring accurate billing for patients and the healthcare facility.
- Collaborated with other departments to facilitate efficient patient transfers and discharges.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided excellent customer service to patients and medical staff.
- Answered incoming calls, scheduled appointments and filed medical records.
- Arranged forms and charts for each patient.
- Registered patients for labs, surgeries and radiology.
- Contributed toward achieving revenue cycle goals by diligently following up on pending insurance authorizations and obtaining required documentation.
- Coordinated closely with case managers for proper financial clearance on admissions requiring pre-authorization from payers.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed challenging situations involving upset or anxious patients with empathy and professionalism, ensuring their concerns were addressed appropriately.
ER Patient Registrar
Chino Valley Medical Center
06.2020 - 08.2021
- Improved patient satisfaction by efficiently and accurately gathering necessary information during registration.
- Streamlined the registration process for better efficiency with effective communication and organization skills.
- Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
- Reduced wait times for patients by expediting the check-in process through proficient multitasking abilities.
- Managed high-stress situations calmly and professionally while prioritizing multiple competing demands during peak hours or emergency situations.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Accurately inputted patient and insurance information into company's computer system using epic.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Scheduled 50+ daily appointments using computerized calendars.
- Prepared and processed patient referrals and transfer requests.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
Education
No Degree - Medical Assisting
San Joaquin Valley College
Ontario, CA05.2021
High School Diploma -
Etiwanda High School
Etiwanda, CA05.2012
Skills
- Data Analysis
- Excellent Communication
- Computer Skills
- Decision Making
- Strategic Planning
- Organizational Skills
- Multitasking
- Critical Thinking
- Time Management
- Attention to Detail
Timeline
Business Service Representative
Kaiser Permanente
10.2023 - Current
ER Admitting Representative
Children's Hospital Of Orange County
07.2022 - 10.2023
Emergency Room Admitting Representative
Pomona Valley Hospital Medical Center
08.2021 - 07.2022
ER Patient Registrar
Chino Valley Medical Center
06.2020 - 08.2021
No Degree - Medical Assisting
San Joaquin Valley College
High School Diploma -
Etiwanda High School