CARMEN PASILLAS
Denver,CO
Summary
Bilingual patient access and customer service professional with experience scheduling appointments, verifying insurance and demographics, and resolving access questions with calm communication. Known for coordinating across departments, supporting patient flow, and keeping records accurate while delivering dependable service in fast-paced settings.
Overview
25
25
years of professional experience
Work History
Patient Access Specialist
UCHealth University of Colorado Hospital
Aurora, Colorado
10.2024 - Current
- Greeted patients and addressed access questions, ensuring clear communication for a positive experience.
- Verified demographics and insurance information to register patients in the computer system.
- Scheduled and confirmed patient appointments and consultations.
- Scheduled appointments across clinic templates and provider calendars.
- Coordinated with clinical teams to support smooth patient flow.
- Processed referrals, authorizations, and pre-service documentation.
- Processed incoming referrals from outside agencies, adhering to established guidelines to facilitate patient care.
- Performed data entry tasks associated with registrations such as entering demographic data into a system database.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Worked closely with departmental staff members to ensure proper coordination of care across multiple departments.
- Managed supply inventory by tracking stock levels and ordering necessary items to maintain operational readiness.
Front End Supervisor Part Time
Ross Dress for Less
Aurora, CO
03.2023 - Current
- Enhanced front-end cashier support to elevate customer checkout experience at Ross Dress for Less.
- Strengthened register procedures and ensured customer service compliance through targeted associate training.
- Maintained accurate cash handling and balanced front-end drawers.
- Resolved customer inquiries and escalated store issues promptly to maintain service flow.
ENROLLMENT SPECIALIST
Denver Health Medical Center
Denver, CO
05.2021 - Current
- Communicated application procedures and guidelines to qualifying participants while processing enrollment fees and Medicaid buy-in premium payments accurately.
- Managed patient Medicaid information by adhering to work procedures and collaborating with internal and external partners, including state entities and community organizations.
- Assisted patients/clients with medical assistance eligibility by assessing living conditions and financial situations, ensuring access to necessary resources.
CUSTOMER CARE AGENT
Champion Energy Service
Houston, TX
10.2015 - 04.2021
- Upsold electrical services and add-ons, achieving a selling score of 97%, and surpassing the goal of 92%.
- Provided creative, problem-solving solutions for customer service issues through phone communication, email, and web chat.
- Trained and coached new agents during onboarding, focusing on web chats, processes, procedures, and answering incoming customer service calls for electrical service.
REVENUE CYCLE SPECIALIST
Denver Health Medical Center
Denver, CO
10.2001 - 04.2008
- Provided proper billing, cash application process, payer remittance, denial management for all hospital inpatient and outpatient accounts.
- Liaised between hospital departments to ensure accurate documentation of revenue reimbursement claims, effectively communicating with insurance carriers, patients, and internal teams.
- Managed confidentiality of client information using various software applications, ensuring compliance with privacy regulations.
Education
GED -
Phillips College
Denver, CO01-1993
Skills
- Patient-focused care
- Medical terminology
- Excel and Outlook expertise
- Detail-oriented processing
- English and Spanish fluency
- Dependable team member
- Empathetic communication
Personal Information
Title: ENROLLMENT SPECIALIST
Timeline
Patient Access Specialist
UCHealth University of Colorado Hospital
10.2024 - Current
Front End Supervisor Part Time
Ross Dress for Less
03.2023 - Current
ENROLLMENT SPECIALIST
Denver Health Medical Center
05.2021 - Current
CUSTOMER CARE AGENT
Champion Energy Service
10.2015 - 04.2021
REVENUE CYCLE SPECIALIST
Denver Health Medical Center
10.2001 - 04.2008
GED -
Phillips College