Ashley Pena
Houston,TX
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Compassionate Patient Access Representative well-versed in performing diverse administrative functions for patient care with high degree of diplomacy and problem-solving acumen. Positive and upbeat team player with good communication and time management abilities. Demonstrated extreme attention to detail with accuracy of medical records.
Overview
5
5
years of professional experience
Work History
Patient Access Representative
Memorial Hermann Health System
Katy, TX
12.2022 - 05.2024
- Scanned documents into electronic medical records system.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Created new patient accounts in EMR system as needed.
- Maintained confidentiality of all patient information in accordance with HIPAA regulations.
- Facilitated communication between patients, staff members, and third party payers.
- Assisted with scheduling outpatient appointments.
- Answered phones promptly in a professional manner.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Reviewed physician orders to ensure accuracy before scheduling appointments; identified discrepancies between order entry and actual physician order.
- Monitored performance metrics such as average wait time per procedure type, number of cancelled appointments, reported findings accordingly.
- Assisted in the implementation of new scheduling processes and systems; maintained accurate records of patient appointments.
- Attended weekly meetings with management staff discussing operational goals and objectives.
- Developed relationships with referring physicians and office staff to ensure timely communication about upcoming appointments or changes in orders and schedules.
Medical Scheduler
Minivasive Pain and Orthopedics
Katy, TX
08.2021 - 09.2022
- Scheduled, rescheduled, and cancelled patient appointments as required
- Answered patient's questions regarding basic medical tests and procedures
- Confirmed patient appointments through phone call
- Received inbound calling regarding services
- Provided support in maintaining and updating patient medical records
- Ensured suitable follow-up appointment are scheduled after procedure
- Filed documents and organized office supplies
- Performed clerical tasks such as filing paperwork, entering data into computer systems and managing electronic health records.
- Maintained a high level of customer service when interacting with patients over the phone or in person.
- Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
- Ensured that all necessary documents were completed correctly prior to patient's appointment date.
- Managed all aspects of patient scheduling including cancellations and rescheduling requests due to illness or emergency situations.
- Responded promptly to emails from patients seeking information about their appointments or other related topics.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
Cashier/Customer Service
Hobby Lobby
Katy, TX
11.2019 - 08.2021
- Answered customer inquires over the phone and in person
- Received payments (Cash /Credit, Debit Card)
- Assisted customers by providing information and resolving their complaints
- Issued receipts, refunds, credits or general questions about products and services
- Strong product knowledge and understanding of customer base
- Greeted customers
- Conducted price checks for special orders or discounts as requested by customers.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Followed company security procedures for handling large sums of money.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Balanced daily transactions on a computerized point-of-sale system.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Ensured compliance with all safety regulations within the store environment.
- Resolved customer complaints professionally in accordance with company policy.
- Performed other duties as assigned by management.
- Greeted customers and answered any questions they had about the store's products and services.
- Issued receipts, refunds, credits or change due to customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
Education
Associate's degree - Science
Lone Star College System
11.2021
High school diploma -
Heights High School
Houston, TX05.2017
Skills
- Medical Scheduling
- Bilingual
- Medical Terminology
- Strong verbal communication
- Phone etiquette
- Medical Records
- ICD-10
- EMR Systems
- Customer service
- HIPAA
- Microsoft Office
- Multi-line phone systems
- Medical Office Experience
- Problem-solving
- Conflict resolution
- Strong empathy
- Policy understanding
- Phone and email etiquette
- HIPAA compliance
- Verbal and written communication
- Medical terminology
- Electronic health records
- System updating
- Referral coordination
- Healthcare systems navigation
- Insurance company billing
- Process improvement
- Fee collection
- Information collection
- Money handling
- Team collaboration
Timeline
Patient Access Representative
Memorial Hermann Health System
12.2022 - 05.2024
Medical Scheduler
Minivasive Pain and Orthopedics
08.2021 - 09.2022
Cashier/Customer Service
Hobby Lobby
11.2019 - 08.2021
Associate's degree - Science
Lone Star College System
High school diploma -
Heights High School