Cynthia Moran
San Diego,CA
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Attentive Patient Service Representative skilled in managing patient charts, processing payments and scheduling procedures. Detailed team player with strengths in communication, customer service and multitasking.
Overview
9
9
years of professional experience
Work History
Patient Service Representative
Imaging Healthcare Specialist
San Diego , CA
2023.03 - Current
- Greeted patients upon arrival and directed them to the appropriate area.
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Assisted with the completion of medical forms and records.
- Maintained a clean and organized reception area.
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Ensured all necessary paperwork was completed prior to patient visits.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Inputted patient demographic data into electronic health record system.
- Scanned documents into electronic health record system as needed.
- Performed administrative duties such as filing, faxing, photocopying.
- Reviewed patient accounts for accuracy on a regular basis.
- Assisted with scheduling follow-up appointments according to provider availability.
- Adhered to HIPAA regulations when handling confidential patient information.
- Maintained accurate records of services provided during each visit or procedure.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Scheduled patient appointments and procedures.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Documented and managed patient information in computer system.
- Answered patient questions and fielded complaints to resolve issues.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Obtained proper authorization and identification to release confidential medical records.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Applied HIPAA privacy and security regulations while handling patient information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Assembled registration paperwork and placed identification bands on patient.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Hospitality Assistant III
UC San Diego Health
San Diego , CA
2019.06 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Understood and followed oral and written directions.
Call Center Supervisor
Bakersfield Phone Company
Bakersfield
2015.06 - 2019.04
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Education
High School Diploma -
Mcfarland High School
Mcfarland, CA1994-06
Skills
- Cross-cultural sensitivity
- Healthcare industry understanding
- Appointment Scheduling
- Recording histories
- Appointment confirmation
- Eligibility Determination
- Reception Management
- Medical filing
- Patient interviewing skills
- System updates
- Routing lab results
- Payment Collection
- Office Administration
- Scheduling appointments
- Fluent in Spanish
- Customer Service
- Medical insurance
- Medicaid
- Medical terminology knowledge
- HIPAA Compliance
- Insurance Verification
- Patient Intake
- Scheduling Diagnostic Procedures
- Insurance company knowledgeable
- Registration and Admissions
- Pre-Admission Requests
- Training Coordination
- Multitasking and Organization
- Problem-Solving
- Insurance Billing
- Payment Processing
- Relationship Building
- Flexible Schedule
- Information Collection
- Call Screening
- Referral Coordination
- Regulatory Compliance
- Money Handling
- Patient Registration
- Team Leadership
- Phone and Email Etiquette
- Process Improvement
- Team Collaboration
- Fee Collection
- Communicating to Patients and Families
- Administrative and Office Support
- Providing Information and Resources
- Explaining Policy and Procedures
- Gathering Information from Patients
- Calm and Effective Under Pressure
- Patient Confidentiality and Data Security
- Caring and Empathetic
- Registration and Scheduling
- Patient Needs Assessment and Referral
- Self Motivation
- Clerical and Filing Support
- Schedule Coordination
Languages
Spanish
Professional
Timeline
Patient Service Representative
Imaging Healthcare Specialist
2023.03 - Current
Hospitality Assistant III
UC San Diego Health
2019.06 - Current
Call Center Supervisor
Bakersfield Phone Company
2015.06 - 2019.04
High School Diploma -
Mcfarland High School
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