Anna Garcia
Fullerton,CA
Summary
Dedicated and meticulous Assistant Manager with 6 years of experience excelling at prioritizing, completing multiple tasks simultaneously. Analytical in optimizing productivity, efficiency and quality service across various offices with diverse environments. Flexible and focused team player with unique skillset to streamline operations from within. Demonstrated success in team leadership, organizational problem-solving and customer service. Excellent conflict resolution skills with proven ability to defuse high-stress situations. Successful at overseeing team performance and allocating resources to meet workflow and demand.
Overview
6
6
years of professional experience
Work History
Assistant Manager
UCLA Health
Los Angeles, CA
07.2023 - Current
- Implemented new procedures or systems to improve efficiency within the organization.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Facilitated interdepartmental communication by attending meetings or providing updates.
- Understood and followed oral and written directions.
- Provided customer service support by answering questions regarding benefits, coverage, payment plans.
- Submitted prior authorization requests to insurance companies when necessary.
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Verified insurance coverage and eligibility for services utilizing CareConnect, Web Portals and Via Phone
- Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
- Contacted patients to confirm demographic information and communicate financial responsibilities.
- Assisted in training new staff on insurance verification processes and procedures.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Financial Clearance Supervisor
UCLA Health
Los Angeles, CA
10.2021 - 07.2023
- Conducted regular meetings with staff to discuss their job duties and performance issues.
- Ensured that all employees were adequately trained for their roles in providing quality care for patients.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Assigned tasks and monitored workflow in order to maximize efficiency of healthcare operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Provided ongoing training to address staff needs.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Completed day-to-day duties accurately and efficiently.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Handled modification and updating of policies.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Lead Registration Representative
PIH Health Hospital - Good Samaritan Hospital
Los Angeles, CA
05.2020 - 10.2021
- Contacted insurance carriers to verify coverage, copays and deductible information for patients.
- Provided excellent customer service by answering inquiries and resolving any issues that arose.
- Maintained HIPAA compliance and integrity of hospital policies and procedures.
- Processed cash, debit and credit card payments for services rendered and printed receipts detailing services.
- Researched billing issues as needed and provided resolution to inquiries in a timely manner.
- Verified insurance coverage and eligibility for services.
- Welcomed patients to facility and assisted with registration sign-in process.
- Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
- Processed patient registration forms, collected fees, and issued receipts for services rendered.
- Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
- Provided customer service support by answering questions regarding benefits, coverage, payment plans.
- Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
- Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
- Processed appeals and grievances as appropriate according to policy guidelines.
- Accessed third-party insurance databases to identify coverage of benefits.
- Submitted prior authorization requests to insurance companies when necessary.
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Verified insurance coverage and eligibility for services using computer software.
- Contacted patients to confirm demographic information and communicate financial responsibilities.
Registration Lead/Patient Registration Supervisor
PIH Health Hospital - Whittier
Santa Fe Springs, CA
08.2017 - 05.2020
- Evaluated staff workloads on a regular basis in order to ensure appropriate distribution of work duties among personnel according to experience level.
- Monitored patient wait times in order to identify areas for process improvement or additional resources needed to reduce delays in care delivery.
- Maintained knowledge of current healthcare regulations governing patient privacy rights as well as associated billing requirements.
- Trained new hires on hospital systems, including EMR, as well as established policies and procedures related to patient registration activities.
- Recruited, interviewed and selected employees to fill vacant roles.
- Resolved escalated issues involving patients or families who were dissatisfied with their experiences during the registration process.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Ensured timely processing of insurance authorizations from payers by verifying eligibility and benefits prior to services being rendered at time of visit.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Supervised a team of 10+ Patient Registration Representatives, providing guidance and support to enable successful completion of tasks.
- Responded promptly to inquiries from patients or families regarding appointment status or any other issues that may arise during their visit.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Completed day-to-day duties accurately and efficiently.
- Verified insurance and collected critical data elements to properly identify and bill patients.
- Maintained current knowledge of healthcare regulations related to patient privacy.
- Verified patient information, including insurance coverage and obtaining necessary signatures on forms.
- Processed payments for services rendered.
Education
Diploma - Medical Insurance Billing And Coding
Everest College - Anaheim
Anaheim, CA11-2010
High School Diploma -
Calvary Chapel Christian School
Downey, CA06-2009
Skills
- Task Delegation
- Data Entry
- Training & Development
- Insurance Verification
- Payment Collection
- Flexible and Adaptable
- Medical Terminology Knowledge
- Financial Counseling
- Attention to Detail
- Problem Resolution
- Customer service
- Critical Thinking
- Supervision
- Organization
- Team Building
- Masterly in the following systems: CareConnect, Access Manager, Enterprise Scheduling Applications (AllScripts), SRIS, Ambulatory PM, eHR, and MediTech
References
References available upon request.
Timeline
Assistant Manager
UCLA Health
07.2023 - Current
Financial Clearance Supervisor
UCLA Health
10.2021 - 07.2023
Lead Registration Representative
PIH Health Hospital - Good Samaritan Hospital
05.2020 - 10.2021
Registration Lead/Patient Registration Supervisor
PIH Health Hospital - Whittier
08.2017 - 05.2020
Diploma - Medical Insurance Billing And Coding
Everest College - Anaheim
High School Diploma -
Calvary Chapel Christian School
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