Crystal Trujillo
Albuquerque
Summary
Adept at insurance verification and patient registration, I enhanced patient satisfaction at New Mexico Orthopaedic Associates by implementing efficient HIPAA-compliant processes. My friendly demeanor and organizational skills fostered strong patient relationships, significantly improving return visits. Achievements include streamlining appointment scheduling, contributing to a 20% increase in clinic efficiency.
Overview
19
19
years of professional experience
Work History
Patient Services Representative
New Mexico Orthopaedic Associates
09.2019 - 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.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Provided exceptional customer service to build strong relationships with patients, leading to increased loyalty and return visits.
- Conducted pre-registration tasks including verifying insurance eligibility requirements were met before scheduled appointments.
- Took copayments and compiled daily financial records.
- Fostered a positive environment within the healthcare facility by actively participating in staff meetings and collaborating on continuous improvement initiatives.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
Unit Secretary
AMG Specialty Hospital
12.2014 - 07.2019
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
- Improved unit workflow by effectively prioritizing tasks and collaborating with team members to complete assignments in a timely manner.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Maintained patient confidentiality in line with HIPAA regulations.
- Supported office staff and operational requirements with administrative tasks.
- Demonstrated flexibility in adjusting work hours to meet fluctuating demands of the unit, ensuring coverage during both peak times and staff shortages.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Maintained current and accurate medical records for patients.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Upheld a high standard of patient service by addressing concerns and resolving issues in a timely, empathetic manner.
- Processed lab paperwork and requests according to physicians' orders.
- Scheduled patient appointments to maximize healthcare provider availability.
- Enhanced patient confidentiality by diligently adhering to HIPAA regulations in all communications and record handling.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Performed various administrative tasks by filing, copying and faxing documents.
- Prepared and processed patient referrals and transfer requests.
Unit Secretary
Presbyterian Hospital-Albuquerque
04.2006 - 05.2014
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Coordinated communication between medical staff and patients'' families, keeping everyone informed on treatment plans and progress updates.
- Maintained patient confidentiality in line with HIPAA regulations.
- Supported office staff and operational requirements with administrative tasks.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Transcribed doctors' medication orders, lab test requests, and care plans.
- Upheld a high standard of patient service by addressing concerns and resolving issues in a timely, empathetic manner.
- Maintained clean and organized front desk, contributing to welcoming environment for patients and visitors.
- Enhanced patient confidentiality by diligently adhering to HIPAA regulations in all communications and record handling.
- Prepared and processed patient referrals and transfer requests.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Education
No Degree - Medical Secretary
Pima Medical Institute
Albuquerque, NM12-2005
GED -
UNM
Albuquerque, NM02-2005
Skills
- Insurance verification
- Patient registration
- Appointment scheduling
- Patient confidentiality
- Healthcare
- HIPAA compliance
- Customer service
- Medical terminology
- Friendly and outgoing
- Multitasking and organization
Timeline
Patient Services Representative
New Mexico Orthopaedic Associates
09.2019 - Current
Unit Secretary
AMG Specialty Hospital
12.2014 - 07.2019
Unit Secretary
Presbyterian Hospital-Albuquerque
04.2006 - 05.2014
No Degree - Medical Secretary
Pima Medical Institute
GED -
UNM
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