Carmen Perez
Lisle,IL
Summary
Detail-oriented and patient, I bring extensive experience in medical services and a strong work ethic to the role of a Patient Access Representative. With over 5 years of managing patient-related accounts receivables at large medical facilities, my excellent communication skills and empathetic nature consistently lead to positive outcomes. Previously working with a large health organization in Northern California, I now contribute my expertise to Endeavor Health in Illinois. As a Patient Service Representative, I have extensive experience with EPIC/EMR Systems and providing compassionate care as the first point of contact for patients. In addition to front office management, I excel in scheduling, managing referrals, and working with healthcare insurances on a daily basis. With over 10 years of customer service experience, I am highly organized, independent, and capable of working effectively with diverse groups of people. A multitasker with a keen attention to detail, I am now seeking a position that allows me to further develop my skills and contribute to a medical organization that shares my passion for helping patients with their care.
Overview
13
13
years of professional experience
Work History
Patient Services Representative
Endeavor Health
Warrenville, IL
08.2024 - Current
- Maintained patient confidentiality by adhering to HIPAA regulations and diligently updating records as needed.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Coordinated referrals to specialists when necessary, ensuring seamless continuation of care for patients with complex needs.
- Served as a key point-of-contact between physicians, nurses, technicians, administrators, other professionals involved in the provision of quality medical services.
- Assisted with billing inquiries and insurance verification, resulting in a smoother financial experience for patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Verified patient insurance eligibility and entered patient information into system.
Assistant Registrar
Naperville Central High School
01.2024 - Current
- Filing and managing student’s cumulative records
- Creating Excel sheets for various projects needed for student graduation and enrollment
- Answering and managing phone calls
- Organizing student records and other documentation for Registrar office
Call Center Patient Representative
Sutter Health
05.2018 - 09.2021
- Efficiently managed patient scheduling and appointment coordination for a busy call center, utilizing EPIC system and insurance websites to verify coverage and facilitate seamless medical visits
- Demonstrated strong organizational skills by coordinating multiple health systems and assisting patients with all their medical needs, ensuring a smooth and efficient healthcare experience
- Maintained accurate and up-to-date patient records by utilizing auditing skills and implementing necessary changes to insurance coverage
- Facilitated effective communication between patients, providers, and medical offices, ensuring clear and timely exchange of information
- Utilized administrative skills to manage patient services, doctor office management, and other administrative needs, contributing to the overall efficiency of the call center
- Demonstrated proficiency in using EPIC, Microsoft Outlook, and other office applications, effectively managing various patient needs throughout the day
- Took ownership of patient management responsibilities, including scheduling appointments, creating patient charts, and dispatching patients to providers and medical teams
- Provided exceptional customer service by promptly answering calls, requesting services, and addressing patient inquiries and concerns
Patient Service Representative
Palo Alto Medical Foundation
01.2015 - 05.2018
- Provided exceptional patient service by promptly and accurately answering questions and fulfilling requests, ensuring a positive patient experience
- Managed incoming and outgoing calls for providers and the medical team, recording accurate messages on EPIC, resulting in efficient communication and streamlined workflows
- Contributed valuable insights to a focus group on patient services, leading to the modernization of patient relations and improvements in service delivery
- Collected and analyzed data from multiple sources to identify communication gaps between front office staff and the medical team, providing recommendations for enhancing communication effectiveness
- Conducted daily and weekly checks of medical insurance to proactively identify and address potential issues with patient appointments, ensuring smooth scheduling processes
- Planned and scheduled office activities, efficiently managing patient appointment scheduling and creating new patient charts on EPIC, facilitating seamless information flow within the office
- Processed and tracked all patient appointments and messages, maintaining accurate and up-to-date records for efficient patient management
- Utilized EPIC, medical insurance verification systems, Microsoft Outlook, and various other office applications on a daily basis, demonstrating proficiency in relevant software tools
- Developed and implemented customer service models to effectively resolve challenging patient service situations, presenting new models to the medical team for wider adoption
- Managed various patient accounts on EPIC, ensuring accurate and timely updates to patient information and records
Bank Teller/ATM Vault Handler
Chase Bank
07.2012 - 12.2014
- Demonstrated expertise in bank teller systems and ATM vault operations, maintaining professional and technical knowledge to ensure efficient and accurate cash handling
- Reviewed end-of-day reports to ensure proper cash handling and ATM vault management, minimizing discrepancies and maintaining financial integrity
- Utilized the company's computer network system to assist customers with deposits and withdrawals, providing prompt and accurate service
- Provided exceptional customer service, addressing inquiries and directing customers to the appropriate individuals when necessary
- Implemented Chase ordering, invoicing, and inventory system for ATM cash vault, streamlining operations and improving efficiency
- Maintained cash handling responsibilities, ensuring accurate counting, balancing, and reloading of the ATM cash vault throughout the week
- Prioritized customer satisfaction, consistently delivering the best customer service experience to incoming customers
- Demonstrated strong attention to detail and accuracy in cash handling, minimizing errors and maintaining financial security
Education
Sacramento City College
Sacramento, CAFoothill College
Palo Alto, CAHigh School Diploma -
Dixon High School
01.2007
Skills
- EPIC/EMR Systems
- Customer Service
- Strategic Planning
- Staff Development
- Patient/Customer Management
- Project Management
- Office Administration
- Insurance verification
- Patient registration
- Appointment scheduling
- Patient confidentiality
- HIPAA compliance
- Medical billing
- Problem-solving
Languages
Spanish
Native or Bilingual
Timeline
Patient Services Representative
Endeavor Health
08.2024 - Current
Assistant Registrar
Naperville Central High School
01.2024 - Current
Call Center Patient Representative
Sutter Health
05.2018 - 09.2021
Patient Service Representative
Palo Alto Medical Foundation
01.2015 - 05.2018
Bank Teller/ATM Vault Handler
Chase Bank
07.2012 - 12.2014
Sacramento City College
Foothill College
High School Diploma -
Dixon High School