Christina Torres

Key Responsibilities

- Patient Preparation: Coordinate and oversee the preparation of patients scheduled for ophthalmic surgeries. This includes explaining preoperative instructions, ensuring all necessary paperwork and consent forms are completed, and addressing any patient concerns or questions.

- Scheduling and Coordination: Work closely with surgeons, nurses, and administrative staff to schedule surgeries and preoperative appointments.

- Documentation and Record Keeping: Maintain accurate and complete patient records, including surgical consents, medical histories, and preoperative assessments. Ensure that all documentation complies with regulatory standards and internal protocols.

- Team Collaboration: Collaborate with ophthalmic surgeons, nurses, anesthesia providers, and other healthcare professionals to optimize patient care and surgical outcomes. Serve as a liaison between patients and the surgical team.

- Quality Assurance: Participate in quality assurance activities related to surgical preparation and patient care. Identify opportunities for process improvement and implement best practices to enhance patient safety and satisfaction.

Key Responsibilities

- Verify patients' insurance coverage and eligibility for services using knowledge of medical terminology and insurance policies.
Obtain and update insurance information, including primary and secondary insurance details. Communicate insurance coverage details to patients and healthcare providers effectively.

- Obtain pre-authorization or pre-certification from insurance companies for medical procedures, surgeries, and treatments, understanding medical terminology and procedural requirements.

- Ensure all necessary documentation and medical records are submitted to insurance companies in a timely manner.
- Follow up on authorization requests and address any issues or denials with knowledge of medical terminology and procedural codes.

- Assist with medical billing processes, including reviewing and coding medical procedures and services accurately using knowledge of CPT and ICD-10 codes.
- Ensure that billing is compliant with insurance regulations and policies related to medical terminology and coding.
- Coordinate with billing department to resolve any billing discrepancies or insurance-related issues.

- Communicate with patients regarding insurance coverage, co-pays, deductibles, and financial responsibilities, using clear explanations of medical terminology and insurance terms.
- Explain insurance benefits and coverage limitations to patients in a manner that is understandable and informative.
- Address patient inquiries and concerns related to insurance and authorizations with knowledge of medical terminology and insurance procedures.

- Maintain accurate and detailed records of insurance authorizations, approvals, and denials, including medical terminology and procedural details.
- Document communication with insurance companies, patients, and healthcare providers regarding insurance-related matters with attention to medical terminology accuracy.
- Ensure confidentiality and compliance with HIPAA regulations in handling patient information related to medical terminology.

Key Responsibilities

- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

- Confirmed appointments, communicated with clients, and updated client records.

- Answered phone promptly and directed incoming calls to correct offices.

- Kept reception area clean and neat to give visitors positive first impression.

- Handled sensitive information discreetly, ensuring the protection of client privacy.

- Patient screening

Key Responsibilities

- Conduct quality audits and evaluations of customer service interactions, including reviewing recorded customer calls.

- Identify areas for improvement in customer service delivery and adherence to company standards based on call reviews.

- Analyze data and performance metrics from call reviews to assess trends and make recommendations for enhancement.

- Develop and implement quality assurance procedures and guidelines specific to customer call interactions.

- Provide feedback and coaching to customer service representatives based on call review findings to improve performance and compliance.

- Prepare and present detailed reports on quality assurance findings from call reviews, including actionable recommendations.

- Participate in training programs and workshops for customer service teams to enhance quality assurance skills and knowledge based on call review insights.