Angelina Serrato
Salinas,CA
Summary
Seeking a challenging position where I can practice my years of experience while creating growth and opportunities.
Detail oriented, thorough, and accurate working under pressure. Excellent professional communication and customer service skills, ability to make decisions and interact with internal and external customers.
Exercise tactfully judgment and strategy when interacting with friendly or difficult people in different situations.
Bilingual English/Spanish
Organized Patient Service Representative with 30 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations.
Overview
27
27
years of professional experience
1
1
Certification
Work History
• Patient Service Representative II
Monterey County Children's Behavioral Health
01.2014 - 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 atmosphere of trust within clinic.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Used [Software] to schedule appointments for doctor visits and procedures.
- Registered patients and completed associated paperwork for accurate records.
- Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Maintained confidentiality of sensitive company information while handling sensitive documents and communications.
- Enhanced patient experience through friendly interactions and efficient service during registration.
- Managed difficult situations involving upset or frustrated patients with empathy and professionalism, ultimately resolving issues effectively.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Supported administrative tasks such as filing paperwork, answering phones, and maintaining office supplies inventory for smooth department operations.
- Conducted regular audits of patient records to identify inconsistencies or errors, taking corrective action when necessary to maintain data integrity.
• Patient Account Representative II
Monterey County Behavioral Health
01.2010 - 12.2013
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Promoted a positive work environment by actively participating in team meetings and contributing ideas for process improvements.
- Posted payments and processed refunds.
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
• Adult's Mental Health Outpatient
Natividad Medical Center
01.2008 - 01.2010
- Educated families on mental health disorders, medications, and coping strategies to enhance their understanding and support during recovery process.
- Evaluated program effectiveness by tracking patient progress against established goals throughout course of treatment.
- Delivered high-quality client care by conducting thorough assessments, administering medications as prescribed, and providing ongoing monitoring of mental status changes.
- Enhanced interdisciplinary communication by initiating regular meetings between nursing staff, psychiatrists, and therapists to discuss client progress and treatment strategies.
- Advocated for patients by communicating care preferences to practitioners, verifying interventions met treatment goals and identifying insurance coverage limitations.
- Advocated for clients'' rights within healthcare system by addressing concerns related to confidentiality or treatment options, fostering trust between patients and providers.
• Patient Service Representative II
Natividad Medical Center Outpatient
01.2006 - 01.2008
- 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 atmosphere of trust within clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
Behavioral Health Aid
Natividad Medical Center Inpatient Mental Health
01.2005 - 01.2006
- Correspond with internal and external groups to ensure effective office environment
- Distribute reports; verify medical eligibility and benefits, private insurance, Medicare, Medical, and Short Doyle
- Resolve discrepancies, maintain records and prepare statistical reports
- Perform clerical task
- Assist department manager in preparation of reports and studies related to mental health
- Work on detailed projects
- Establish and maintain working with outside agencies
- Function as lead worker
- Prepared patient accounts for billing; prepared and issues bills; evaluates patient financial resources, establishes payment terms and performs collections; determines and approves eligibility for specialized medical care financial programs; and performs other related work as assigned
- Interpret/translate.
- Improved patient outcomes by implementing evidence-based behavioral interventions and strategies.
- Participated in ongoing professional development opportunities to stay current with best practices in behavioral health care provision.
- Established solid foundation of trust and rapport with each patient through consistent communication, setting stage for successful therapeutic relationships.
- Enhanced patient stays by creating and maintaining visual calendar of social, recreational and education activities.
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
Social Worker Assistant
Behavioral Health Inpatient
01.2003 - 01.2005
- Upheld ethical standards of social work practice, ensuring that all actions were in best interest of clients and their families.
- Increased access to resources by building partnerships with local organizations that provide essential services.
- Participated in ongoing professional development opportunities to stay current on best practices within field of social work.
- Transported children and families as directed by child welfare worker or visitation coordinator.
- Helped develop effective care plans advocated for needs of each client with outside agencies and care professionals.
- Aided clients in navigating complex systems such as housing assistance, healthcare, and employment services.
- Assisted social workers in developing comprehensive care plans for clients, improving their quality of life.
- Facilitated group therapy sessions under supervision of licensed social worker, fostering positive communication among participants.
- Assisted in crisis intervention situations, providing immediate support and coordinating appropriate responses.
- Enhanced client well-being by providing emotional support and guidance during difficult times.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
Medical Unit Clerk/EKG Tech
Natividad Medical Center
01.1997 - 12.2003
- Worked in several health care clinics, including Pediatric, Women’s health, family practice, internal medicine, laboratory and cardiopulmonary unit, registered, prepared patients and performed EKG’s, assisted with cardiac stress treadmill
- Assisted with asthma education classes, maintained close coordination with SVMH in scheduling Persantine Thallium testing
- Billing, customer service, managed all crisis calls and unpredictable walk-ins, call and fax written prescriptions, verified medical eligibility, maintained confidential records, interpreted exams and procedures, established and maintained working relationships with a diverse of people, reviewed charts in advance of patient’s appointment
- Facilitated customer service classes
- Crossed trained in worker’s compensation
- Prepared patient accounts for billing; prepared and issues bills; evaluates patient financial resources, establishes payment terms and performs collections; determines and approves eligibility for specialized medical care financial programs; and performs other related work as assigned
- Interpret/translate.
- Promoted a culture of teamwork and cooperation by actively participating in staff meetings, trainings, and professional development programs.
- Assisted in preparing discharge paperwork to expedite the process for both patients and healthcare providers.
- Efficiently managed high-stress environments during peak hours by prioritizing tasks according to urgency levels.
- Maintained an up-to-date knowledge of hospital policies and procedures to ensure compliance with regulatory guidelines in daily tasks.
- Prepared admissions charts and scanned records.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed various administrative tasks by filing, copying and faxing documents.
- Delivered clerical support by handling range of routine and special requirements.
Education
Graduated -
Salinas High School
Salinas, CABusiness Administration Medical Accounting
Central Coast College of Business Data Processing
Salinas, CAICD-9 CPT Medical Coding
Hartnell College
Salinas, CATraining Assaultive Behavior / Domestic Violence
Monterey County ASI Agency
Salinas, CASkills
- Insurance Verification
- HIPAA Compliance
- Medical terminology knowledge
- Medical Services Administration
- Providing Information and Resources
- Insurance Forms Processing
- Clerical and Filing Support
- Skilled in intake interviewing
Certification
- Domestic Violence Facilitator
- Notary Public
- Phlebotomy
- CPR/Basic Life Support
- Basics of Cardiac Rhythm Recognition
- Basic EKG Interpretation
- Accounting Medical Billing Management
- ICD-9 CPT CODING
Timeline
• Patient Service Representative II
Monterey County Children's Behavioral Health
01.2014 - Current
• Patient Account Representative II
Monterey County Behavioral Health
01.2010 - 12.2013
• Adult's Mental Health Outpatient
Natividad Medical Center
01.2008 - 01.2010
• Patient Service Representative II
Natividad Medical Center Outpatient
01.2006 - 01.2008
Behavioral Health Aid
Natividad Medical Center Inpatient Mental Health
01.2005 - 01.2006
Social Worker Assistant
Behavioral Health Inpatient
01.2003 - 01.2005
Medical Unit Clerk/EKG Tech
Natividad Medical Center
01.1997 - 12.2003
Graduated -
Salinas High School
Business Administration Medical Accounting
Central Coast College of Business Data Processing
ICD-9 CPT Medical Coding
Hartnell College
Training Assaultive Behavior / Domestic Violence
Monterey County ASI Agency
- Domestic Violence Facilitator
- Notary Public
- Phlebotomy
- CPR/Basic Life Support
- Basics of Cardiac Rhythm Recognition
- Basic EKG Interpretation
- Accounting Medical Billing Management
- ICD-9 CPT CODING
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