Ayde Barrientos
Richmond,TX
Summary
Patient Access Representative with 10+ years of experience working in customer service, serving diverse populations. Seeking a position which will allow me to applying my current aptitude, as well as broaden my knowledge through new career-minded opportunities.
Overview
9
9
years of professional experience
Work History
Senior Member Service Guide, March 2023 - Present
Devoted Health Plans
Waltham, MA
03.2023 - Current
- Trainig/ coaching
- Oversight of call queue
- Provide real time live support for Guide and Member
- Build strong customer relationships by actively engaging with Guide teams and understanding their needs
- Anticipate member concerns and provide proactive solutions to enhance their experience
- Maintain a deep understanding of Orinoco Knowledge products, systems, and services
- Handle escalated member inquiries and complaints acting as the floor supervisor for live supervisor transfer calls with professionalism and empathy
- Proactively reduce CTM inquiries by swift member resolution and alignment with internal department policies and procedures
- Collaborate with other departments to expedite and resolve complex issues to ensure timely resolutions
- Strive to exceed Guide and member expectations by consistently delivering exceptional customer service that reflects positively on Devoted Health’s core values and goals
- Provide oversight of the SOS queue supporting Member Service Guides and Members during crisis scenarios
- Provide inbound queue assistance on an as needed basis to support high call volumes and service level recovery
- Completing intakes after each call
- Clear live note taking
Member Service Guide - March, 2022
Devoted Health
Waltham, MN
03.2022 - 03.2023
- Answer high volume calls
- Engaging with members/customer service
- Case follow ups in outbound campaign
- Training and coaching
- Live note taking
- Detail organized
Intake Specialist
Premier Pediatric Therapy
Lufkin, TX
09.2020 - 03.2022
- Enters, and tracks new referral intake documentation in HealthTrust in a timely manner
- Schedule patients with clinical staff in a timely manner
- Communicate with patient families, service coordinators, and referral sources.
- Discharge patient’s or referrals following the correct process.
- Assists with completion of eligibility checks on the 1st and 15th of each month.
- Receives, processes, and faxes medical records to MD office or Insurance in a timely manner
- Follow up with MD offices and Insurance companies to confirm receipt of faxes and for authorization status.
- Ensures treatments begin in a timely manner by communicating with the billing clerk.
- Demonstrate customer service excellence in every encounter and are able to provide a high level of compassionate customer service.
- Ability to multitask and ability to troubleshoot, prioritize and present a polished, positive image to referral sources, co-workers, field staff, patients and families.
- Sends therapist 45 day evaluation/reevaluation email reminders by the 10th of each month.
- Other duties as assigned
Intake Specialist/ Receptionist
Bee Busy Wellness Center
Houston, Texas
04.2019 - 09.2020
- Schedule and confirm patient’s appointments.
- Answer and expedite all incoming calls to appropriate personnel
- Perform all necessary clerical duties to insure office efficiency.
- Extensive knowledge of EMR software; APRIMA.
- Confirm patient information.
- Collect payment, and verify insurance.
- Direct patient flow during practice hours, minimizing patient wait time.
- Presumptive eligibility
- Daily deposits
Placement Coordinator of Career Services
The College of Health Care Profession
Houston, Texas
06.2015 - 05.2017
- Provided career assistance to students and graduates.
- Assisted students in finding training-oriented employment opportunities.
- Educated student on career planning
- Developed career-related information material for students and prospective jobseekers.
- Maintained, sustain and nurture relationships with potential employers.
- Assisted students with resume writing and mock interviews.
- Created monthly reports of students’ progress.
Education
High School Diploma -
Penn Foster High School
Scranton, PA 04-2016
Skills
- Bilingual Spanish
- Aprima (EMR)
- Centricity (EMR)
- Typing 50 wpm
- Data Entry
- Microsoft office
- Office Management
- Critical thinking
- Problem Solving
- Customer Service
Accomplishments
- Employee of the Month
Languages
Spanish
Professional
References
References available upon request.
Timeline
Senior Member Service Guide, March 2023 - Present
Devoted Health Plans
03.2023 - Current
Member Service Guide - March, 2022
Devoted Health
03.2022 - 03.2023
Intake Specialist
Premier Pediatric Therapy
09.2020 - 03.2022
Intake Specialist/ Receptionist
Bee Busy Wellness Center
04.2019 - 09.2020
Placement Coordinator of Career Services
The College of Health Care Profession
06.2015 - 05.2017
High School Diploma -
Penn Foster High School
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