Bina Nunez James
Summary
Dynamic professional with extensive experience at Jupiter Medical Center Hospital, excelling in patient registration and insurance verification. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Proficient in EPIC system and adept at managing high-volume calls, ensuring timely and accurate service delivery. Strong attention to detail drives successful outcomes.
Overview
12
12
years of professional experience
Work History
Schegistra/Indexing Patient Access
Jupiter Medical Center Hospital
Jupiter, FL
11.2024 - Current
- Managed high-volume hospital phone lines, transferring calls to appropriate departments efficiently.
- Performed insurance verification and preregistration in EPIC system.
- Reviewed physicians' orders and scheduled patient appointments accordingly.
- Provided patients with detailed exam instructions based on physician notes and Epic entries.
- Handled patient registration, insurance verification, and order indexing processes.
- Contacted physician offices to clarify orders and request necessary documentation.
- Monitored script Central tab daily to ensure timely movement of all orders.
- Maintained proper documentation in WQM for all processed scripts and orders.
Passport Advisor
Expedited Travel
06.2024 - 10.2024
- Company Overview: RushMyPassport.com services (Passports and Visas)
- Answer customer calls regarding RushMyPassport.com services (Passports and Visas)
- Meet all agent KPI’s including call efficiency, quality, quantity and NPS customer satisfaction scores
- Treat people with respect under all circumstances, instill trust in others, and uphold the values of the organization.
- Walk customers through the passport application process and educate them on the requirements.
- Educate customers on timeframes and checklist processes, outlining key components to ensure timely release of passport.
- Resolve customer concerns through a One Call Resolution Vision
- Listen carefully to our customers to ensure appropriate responses and tactfully handle upset customers with empathy.
- Mirror service offerings to travel needs – offer upgrades/downgrades appropriately
- Communicate with customers inside and/or outside the company where considerable resourcefulness, tact and procedural knowledge are required.
- Input all concerns or suggestions for company follow-up, as well as survey responses.
- Adhere to department guidelines when servicing our customers.
- Complete the necessary follow-up actions to notify the appropriate departments of problems that could impact customer satisfaction.
- Notify management of problems or trends and provide feedback both via email and noting customer accounts.
- RushMyPassport.com services (Passports and Visas)
Medical Records/Audits
Quantum Medical Supply
West Palm Beach , FL
02.2022 - 04.2024
- Managed high-volume incoming calls for product orders and status inquiries.
- Conducted insurance verifications efficiently using One Link system.
- Coordinated with doctor’s offices to obtain essential information.
- Registered patients and managed voicemail overflow for timely follow-up.
- Collaborated with fitter team to ensure seamless service delivery.
- Partnered with CGM team to enhance project outcomes.
- Reviewed prescriptions for final approval, maintaining accuracy and compliance.
- Audited medical records for adherence to Medicare guidelines, ensuring billing accuracy.
Telephone Operator
Palm Beach Diabetes & Endocrine Specialist
Palm Beach , FL
08.2013 - 12.2021
- Streamlined communication across four practices by managing busy phone lines efficiently.
- Coordinated scheduling, follow-ups, cancellations, and confirmations for various specialties.
- Verified insurance information to ensure coverage for patient services.
- Utilized Jenesis, Cerner, and Verity systems to enhance service delivery.
- Arranged nutrition classes, diabetic education sessions, ultrasounds, and lab appointments effectively.
- Processed all correspondence between doctors and patients to maintain clear communication.
- Updated doctors' letters to ensure accuracy in patient records.
- Engaged new patient leads from Luma, Healow, MyChart, and Scorpion to promote services.
Education
Graduated -
St. Mary Parochial (Lincoln High)
University of Miami
FloridaSkills
- Effective communication
- Customer service and support
- Sales quotas
- Insurance verification
- Patient registration
- Order indexing
- Medical record auditing
- EPIC system proficiency
- Data entry accuracy
- Problem solving and decision making
- Time management skills
- Team collaboration
- Appointment scheduling
- Documentation management
- Organizational skills
- Networking and relationship building
- Conflict resolution strategies
- Microsoft Word and Office proficiency
- PPE compliance knowledge
- Multitasking abilities
- Planning and evaluation skills
- First Aid/CPR certification
- Attention to detail
References
References available upon request.
Timeline
Schegistra/Indexing Patient Access
Jupiter Medical Center Hospital
11.2024 - Current
Passport Advisor
Expedited Travel
06.2024 - 10.2024
Medical Records/Audits
Quantum Medical Supply
02.2022 - 04.2024
Telephone Operator
Palm Beach Diabetes & Endocrine Specialist
08.2013 - 12.2021
Graduated -
St. Mary Parochial (Lincoln High)
University of Miami
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